Satisfaction of martyrs’ families of supplemental insurance in receiving of paraclinical services

Aims: The main objectives of Martyrs and Veterans Foundation is to provide medical services for the martyrs and veterans’ families, high satisfaction in insurance affairs, and improve the situation of the insured persons. Then, the aim of the study was to investigate the satisfaction level of the martyrs’ families insured by the complementary insurance in receiving Para-clinical Services. Instrument & Methods: In the cross-sectional study, 325 martyrs’ family members, who formerly received Para-clinical Services, were selected via random sampling method in Tehran in 2015. The satisfaction level of the family members from the received services was investigated, using a researcher-made questionnaire. Data was analyzed in SPSS 22 software using Chi-square and Multivariate Regression tests. Findings: The most and the least used services were laboratory (52.9%) and physiotherapy (4.7%) services, respectively. The satisfaction levels of 70-91% and 58-73% of the persons were “high” or “very high” in the received services and the location presenting the services, respectively. The satisfaction level of paying for the services was 17-40%. The most important causes of dissatisfaction were services uncovered by the insurance and long lasting or incomplete refund. There was a fully significant correlation between satisfaction in the location presenting the services and the place of residence including cities and country sides (p0.05). In addition, as the predictive items, the demographic items did not significantly affect the satisfaction level (p>0.05). Conclusion: The satisfaction level of the martyrs’ family members receiving the complementary insurance services is relatively high in receiving Para-clinical Services. However, in the location of receiving the services and, especially, in the refund process, the satisfaction level considerably decreases.