Experiencing health care service quality: through patient's eyes

2015 ◽  
Vol 39 (1) ◽  
pp. 109 ◽  
Author(s):  
Sharon Schembri
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Narrative Analysis ◽  
Care Service ◽  
Health Care Service ◽  
Patients Experience ◽  
Satisfaction Measures ◽  
Patient Stories

Objective The primary aim of the present study was to consider health care service quality from the patients’ perspective, specifically through the patient’s eyes. Method A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients’ eyes in an authentic and accurate, experiential manner. Results The findings show that there are variant and complex ways that patients experience health care service quality. Conclusion Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways. What is known about the topic? Patient satisfaction measures are increasingly used for benchmark and accreditation purposes. Measures of patient satisfaction are considered indicative measures of service quality and quality of care. However, the measurement of patient satisfaction and service quality is not an accurate reflection of what and how patients experience health care. What does this paper add? This paper takes a narrative approach and analyses 300 patient stories to demonstrate the essence of patients’ evaluation of health care service quality. What are the implications for practitioners? Health care service quality is shown to be experienced in various ways. Identifying and describing these different ways of experiencing health care service quality provides practitioners with strategic insight into improving the quality of service they provide outside the realm of objective satisfaction measures. These findings also demonstrate the value in a third-party feedback system.

scholarly journals Translation and validation of a patient satisfaction survey: The isiXhosa version

2013 ◽  
Vol 5 (1) ◽  
Author(s):  
Tania Steyl ◽  
Julie Phillips
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Health Centre ◽  
Main Function ◽  
Validity And Reliability

Background: Although the use of surveys has been supported for assessing understanding of health care service quality, it could also be argued that their main function is to quantify perceptions. The importance of assessing patient satisfaction in individuals’ own language has been highlighted in research. However, important culture-specific differences can be revealed during the adaptation process of a scale, and if not attended to can influence the validity ofthe scale.Objectives: The aim of this study was to assess the validity and reliability of the isiXhosa version of the Patient Survey for Quality of Care (PSQC) in primary health care (PHC) facilities in a selected district in the Western Cape, South Africa.Method: The PSQC was translated into isiXhosa by two independant translators and the translated back into English by a third translator. All three translators reviewed the back translation. Face and content validity of the scale were assessed. Fifteen isiXhosa-speaking clients with type 2 diabetes mellitus who had a mean age of 62.27 years (SD 10.33) and came from a randomly selected community health centre participated in the test-retest reliability.Results: Internal consistency of the scale was good (Cronbach alpha 0.70). Alpha values of individual items relating to quality of care as well as items flagged for inferior service quality were between 0.772 and 1.000, indicating good to high internal consistency.Conclusion: Results of this study indicated that the isiXhosa version of the PSQC was as reliable as the English version. It can be implemented at PHC level to assess isiXhosa-speaking patients’ satisfaction with health care services.

scholarly journals Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

2019 ◽  
Vol 16 (23) ◽  
pp. 4736 ◽  
Author(s):  
Arif Jameel ◽  
Muhammad Asif ◽  
Abid Hussain ◽  
Jinsoo Hwang ◽  
Mussawar Hussain Bukhari ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Care Service ◽  
Health Care Service ◽  
Equation Modeling ◽  
Mediating Role ◽  
The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

scholarly journals The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

2020 ◽  
Vol 13 (3) ◽  
pp. 234
Author(s):  
Victor Pratama ◽  
Sri Hartini
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Patient Loyalty ◽  
Mother And Child ◽  
Child Hospital ◽  
Perception Of Health ◽  
The Relationship

This article aims to study the effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. The researcher tried to identify the effect and relationship of each variable. Data collected through an accidental sampling technique among 50 samples in two hospitals in Surabaya, and the data were analyzed using path analysis. The result suggests that the perception of health care service quality does not significantly have a positive effect on patient loyalty. At the same time, there are significant and positive effects on the relationship between the perception of health care service quality and patient satisfaction. Patient satisfaction significantly has a positive effect on patient loyalty. Furthermore,  patient satisfaction as a mediator variable mediates the relationship between the perception of health care service quality and patient loyalty. These findings emphasize the importance of these aspects to develop a better mother and child hospital.

scholarly journals Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”

2017 ◽  
Vol 12 (9) ◽  
pp. 136
Author(s):  
Rula Al-Damen
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Health ◽  
Statistical Techniques ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

This study aimed to measure the impact of perceived health care service quality on patient satisfaction at a major government hospital in Jordan. For this purpose, the study developed an instrument based on modified ‘SERVQUAL’ using five service quality dimensions, namely: empathy, tangible, reliability, responsiveness and assurance. A survey was conducted to collect data with a total of 448 outpatient participants. Statistical techniques such as descriptive and inferential statistical techniques were employed to test the hypotheses. Results show that there is an impact of perceived health care service quality on overall patient satisfaction. Reliability had the most influence, followed by empathy and assurance. The study provided a set of recommendations.

scholarly journals PERCEIVED SERVICE QUALITY AND PATIENT SATISFACTION AT PHARMACY DEPARTMENT IN YOGYAKARTA, INDONESIA

2018 ◽  
Vol 10 (2) ◽  
pp. 42 ◽  
Author(s):  
Made Sri Saraswati ◽  
Susi Ari Kristina ◽  
Abdul Karim Zulkarnain
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Perceived Service Quality ◽  
Pharmacy Department ◽  
Perception Of Quality ◽  
Education Gaps

Objective: To measure the gap between patients’ expectations and perceptions about services delivered in the pharmacy department.Methods: A questionnaire concerning the perceived quality of health care sent to out-patients in the pharmacy department, in a government hospital in Sleman district, Yogyakarta Province, Indonesia, during a period of 2016. Participants were two hundred patients aged 18 or older responded to the survey and provided their own ratings of the care. The SERVQUAL model was employed, consisting five main dimensions of service, are tangibles, reliability, responsiveness, assurance, and empathy. Description of respondents’ characteristics, quality dimensions and patient satisfaction were examined.Results: In our survey, 54% of patients were female and 46% male. Thirty-one percent of patients were 45-54 y old. Using servqual model we found a gap-0.487 with service quality mean score 2.938; (SD 1.16) and patient satisfaction mean score 3.425 (SD 0.54). Patients with less education were more satisfied than those with more education. Gaps existed between all five expectation categories and ‘overall perception’ of quality. The direction of the gaps indicated higher perceived quality than expected (all statistically significant) with responsiveness domain demonstrating the largest unfavourable gaps.Conclusion: We found the SERVQUAL model to be useful in revealing differences between patients’ preferences and their actual experience in health care service quality.

Does healthcare service quality affect outbound medical tourists’ satisfaction and loyalty? Experience from a developing country

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md. Shahed Mahmud ◽  
Reshma Pervin Lima ◽  
Md. Mahbubar Rahman ◽  
Shafiqur Rahman
Keyword(s):  
Health Care ◽  
Developing Countries ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Partial Least Square ◽  
Medical Services ◽  
Content Type ◽  
Medical Institutions

Purpose Poor quality of services in the health-care sector of the developing countries like Bangladesh forces affluent patients to seek advanced medical treatment from abroad. The purpose of this study is to explore the outbound medical tourists’ satisfaction and loyalty on the basis of the quality of the health-care service provided by foreign medical institutions. Design/methodology/approach The medical tourists from Bangladesh who have got medical services from Indian medical institutions were taken as a sample by applying a purposive sampling technique. For the measurement of outbound medical tourists’ satisfaction, the dimensions of the HEALTHQUAL model were adopted. A self-administrated questionnaire was the major tool for collecting data from the respondents. Using partial least square-structural equation model multivariate statistical technique and with the aid of SmartPLS software, primary data collected from 218 final respondents were analyzed. Findings The findings of this study reveal that four dimensions of the HEALTHQUAL model, namely, empathy, tangibility, efficiency, and safety have a significant positive impact on building medical tourists’ overall satisfaction, and then the overall satisfaction also has a positive level of significance on building loyalty towards foreign medical service providers. Practical implications The findings of this study can be a helpful instrument for the developing countries to rethink and reshuffle their own existing health-care system for providing quality medical services and at the same time, the medical tourists importing countries to sharpen their existing service quality as well as to attract more medical tourists in the future. Originality/value A handful of research has been carried out, especially focused on health-care service quality measurement and the relationship of health-care service quality with satisfaction and loyalty from the perspective of developing countries outbound medical tourists. Thus, this research work will give a flavor to think of health-care service quality in a different dimension.

An empirical investigation to determine patient satisfaction factors at tertiary care hospitals in India

2015 ◽  
Vol 7 (1) ◽  
pp. 2-16 ◽  
Author(s):  
J Rama Krishna Naik ◽  
Byram Anand ◽  
Irfan Bashir
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Tertiary Care ◽  
Content Type ◽  
Patient’S Satisfaction ◽  
Tertiary Care Hospitals

Purpose – The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India. Design/methodology/approach – The data of this study were collected through a systematic randomly distributed questionnaire. A pre-tested and contextually prepared structured questionnaire was used to gather 436 responses from selected tertiary care hospitals located in Hyderabad. Descriptive statistics, confirmatory factor analysis and Cronbach’s alpha are used to measure the internal consistency of the scale using the computer software SPSS 20.0. Findings – The findings of this study highlight six distinct dimensions of patient satisfaction and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found. Research limitations/implications – One limitation to this study was the inclusion of the selected tertiary care hospitals in Hyderabad city and responses are collected from inpatients who were admitted in the surgical departments of these hospitals. Practical implications – This instrument would enable patients to provide feedback to hospitals regarding the quality of health care received by them. Hospitals could use this feedback to analyze their performance, satisfaction and benchmark their performance against competitive hospitals. This study has directs implications for health care service providers to provide quality of services to patients, to maintain high level of patient’s satisfaction and re-intentions. Originality/value – Few studies identified and examined the factors that influence patient’s perceived satisfaction. This study adds value by investigating what factors influences patient satisfaction among selected tertiary care hospitals located in Hyderabad.

scholarly journals Supply Chain Management and Its Effect on Health Care Service Quality: Quantitative Evidence from Jordanian Private Hospitals

2013 ◽  
Vol 4 (2) ◽  
Author(s):  
Raeeda Jamal Al-Saa'da ◽  
Yara Khalid Abu Taleb ◽  
Mais Elian Al Abdallat ◽  
Rasmi Abd Alraheem Al-Mahasneh ◽  
Nabil Awni Nimer ◽  
...  
Keyword(s):  
Health Care ◽  
Supply Chain ◽  
Supply Chain Management ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Private Hospitals ◽  
Chain Management ◽  
Quantitative Evidence
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