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Effects of customer self-audit on the quality of maternity care in Tabriz: A cluster-randomized controlled trial

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  • Kamal Gholipour
  • Jafar Sadegh Tabrizi
  • Mohammad Asghari Jafarabadi
  • Shabnam Iezadi
  • Ahmad Mardi

Abstract

Objective: To study the effects of customer self-audit on the service quality (SQ) and customer quality (CQ) of maternity care. Design: A community-based cluster-randomized controlled trial. Setting: Twenty-one health centres and health posts in Tabriz, Iran. Participants: Of 21 health centres/health posts, 10 were randomly assigned to the intervention group and 11 randomly assigned to the control group. Participants were 185 pregnant women selected from health centre/post registration lists (intervention group: n = 92; control group: n = 93). Interventions: The intervention was a customer self-audit based on the CenteringPregnancy® model of prenatal group care. The intervention group attended group support sessions focused on participants’ opinions, questions, and self-management concerns. They also received sessions on experiential learning, coping, problem-solving, and goal-setting by a family health expert, a midwife, and a doctor. Control group participants continued to receive individual care. Primary outcome measures: SQ and CQ were assessed using questionnaires. Patients rated the importance and performance of non-health quality dimensions. SQ was calculated as: SQ = 10 − (Importance × Performance). Results: Total mean SQ scores were 7.63 (0.91) and 8.91 (0.76) for the control and intervention groups, respectively, a statistically significant difference (p

Suggested Citation

  • Kamal Gholipour & Jafar Sadegh Tabrizi & Mohammad Asghari Jafarabadi & Shabnam Iezadi & Ahmad Mardi, 2018. "Effects of customer self-audit on the quality of maternity care in Tabriz: A cluster-randomized controlled trial," PLOS ONE, Public Library of Science, vol. 13(10), pages 1-19, October.
    • Handle: RePEc:plo:pone00:0203255
    DOI: 10.1371/journal.pone.0203255
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    References listed on IDEAS

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    1. Lin-Lin Dai & Yuan-Yuan Mao & Xiao-Ming Luo & Yue-Ping Shen, 2014. "Prenatal Care in Combination with Maternal Educational Level Has a Synergetic Effect on the Risk of Neonatal Low Birth Weight: New Findings in a Retrospective Cohort Study in Kunshan City, China," PLOS ONE, Public Library of Science, vol. 9(11), pages 1-13, November.
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    1. Ralalicia Limato & Patricia Tumbelaka & Rukhsana Ahmed & Sudirman Nasir & Din Syafruddin & Hermen Ormel & Meghan Bruce Kumar & Miriam Taegtmeyer & Maryse Kok, 2019. "What factors do make quality improvement work in primary health care? Experiences of maternal health quality improvement teams in three Puskesmas in Indonesia," PLOS ONE, Public Library of Science, vol. 14(12), pages 1-18, December.

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