A Quasi-Experimental Study to Improve Health Service Quality: Implementing Communication and Self-Efficacy Skills Training to Primary Healthcare Workers in Two Counties in Iran Publisher Pubmed



Shahnazi H¹ ; Araban M² ; Karimy M³ ; Basiri M⁴ ; Ghazvini A⁵ ; Stein L^{6, 7, 8, 9} Show Affiliations
Source: BMC Medical Education Published:2021

Abstract

Background: Service satisfaction ratings from clients are a good indicator of service quality. The present study aimed to investigate the impact of communication skills and self-efficacy training for healthcare workers on clients’ satisfaction. Methods: A quasi-experimental study was conducted in health centers of Saveh University of Medical Science in Iran. Primary Healthcare (PHC; N = 105) workers and service recipients (N = 364) were randomly assigned to intervention and control groups. The intervention group received four 90-min training sessions consisting of lecture, film screening, role-playing, and discussion group. Before and 3 months after the intervention, a multi-part questionnaire (including demographics, self-efficacy and communication skills in PHC workers; and satisfaction questionnaire in service recipients) was completed by participants in both intervention and control groups. Results: PHC worker mean scores of self-efficacy and communication skills after the educational program were increased in the intervention group compared to the control group (p < 0.05). Also, mean satisfaction scores for service recipients of the intervention group (PHC workers) generally significantly increased compared to the control group (p < 0.001). Conclusions: The educational program improved the self-efficacy, and communication skills in health workers and improved client satisfaction overall. Our results support the application of self-efficacy and communication skills training for other medical groups who wish to improve clients satisfaction as an important health services outcome. © 2021, The Author(s).