Abstract

Background: Client satisfaction as an important indicator to assess the quality of provided services has found a special place over the past few decades. The main purpose of this study is to compare the client satisfaction in the public health posts and outsourced health posts affiliated to Qom university of medical Sciences in 2014.

Materials and Methods: This was a descriptive analytic (cross- sectional) study.The participants were 216 clients, who had referred to 10 public health posts and outsourced health posts of Qom province. Health posts  were selected by cluster sampling from different urban areas  and participants were selected by simple sampling methods. A researcher made questionnaire was used to measure the data on a 5-point Likert scale, which it's validity and reliability were confirmed by experts panel and Cronbach's alpha coefficient, respectively. After collection, the data were analyzed by SPSS 20, and descriptive statistical methods, Mann-Whitney test, chi-square, with 0.05 significant level.

Results: Among 60 health posts, 20 health posts (33.33%) were outsourced and 40 (66.66%) were managed by the public sector. Results showed that in health centers outsourced , overall satisfaction of the child care and vaccinations and maternity care were respectively, 64.5 and 55.42 and 67.43 percent and in public health posts were respectively, 35.5 and 44.58 and 37.66 percent and this difference was significant. Client satisfaction in the public health posts of the vaccination (57.1%) compared with client satisfaction in the outsourced health posts (47.2%) was higher, also at public health posts, satisfaction of the scientific skill employees (55.1 percent) assigned to the outsourced health posts (44.9%) was even greater, that this difference was significant.

Conclusion: Results of the present study showed that, there is a significant difference in satisfaction of clients in public health posts and outsourced health posts It seems necessary to pay special attention to employee training programs by managers and also considering the results of client satisfaction in performance appraisal of personnel in health care posts.