The patients ‘satisfaction with health service is one of the five indicators of quality evaluation in health care programs. This study aimed to identify the attributes related to the non-satisfaction of insurance coverage among patients visited to dental clinics.
In the framework of a qualitative study conducted in Tehran city, six private and public dental clinics were selected in regions with variant socioeconomic status. Face-to-face interviews with the head of household or their spouses who visited to selected dental clinics were carried out and sampling continued until saturation. Data collection lasted from October until February 2018. Thematic analysis was used for content analysis and MAXQDA12 software was applied for data analysis.
54 interviews were conducted and overall 14 codes were extracted. Peculiarity and non-peculiarity attributes were identified as two main attributes related to dissatisfaction of the basic and complementary health insurance. To more detail, both basic and complementary insured interviewees expressed dissatisfaction with high premiums, inadequate service packages, as well as rarity of contract centers. Moreover, the interviewees with basic insurance were highly dissatisfied with quality of health services, and those of complementary coverage were dissatisfied with reimbursement system of insurance.
The findings suggest that in order to improve the level of satisfaction with insurance coverage, it is necessary for policy makers to consider the affordability of insurance coverage, insurance packages, and also the quality of health services provided by insurers.