scholarly journals Prioritizing Factors Affecting Health Service Quality using Integrated Fuzzy DEMATEL and ANP: A Case of Iran

2020 ◽  
Vol 13 (1) ◽  
pp. 263-272
Author(s):  
Payam Farhadi ◽  
Maryam Niyas ◽  
Nasrin Shokrpour ◽  
Ramin Ravangard
Keyword(s):  
Health Care ◽  
Health Service ◽  
Service Quality ◽  
Health Care Services ◽  
Teaching Hospitals ◽  
Medical Sciences ◽  
Fuzzy Dematel ◽  
Factors Affecting ◽  
Care Services ◽  
Pair Wise Comparison

Background: Quality of services is one of the important factors affecting the success of service organizations. However, due to limited resources, organizations should identify the most important dimensions of service quality and take some measures to improve them. Objective: To identify and prioritize the factors affecting service quality from the viewpoints of all health care stakeholders in the teaching hospitals and the headquarters affiliated to Shiraz University of Medical Sciences. Methods: This is an applied, cross-sectional and descriptive-analytical study conducted in the teaching hospitals and the headquarters affiliated to Shiraz University of Medical Sciences. The study population consisted of all health care stakeholders, including patients, patients' families and relatives, general population, health care policymakers and managers, and health service providers such as matrons and supervisors. Six people of each studied stakeholder group were selected as the study sample using a purposive sampling method (n=30). A pair-wise comparison matrix designed based on the SERVQUAL dimensions was used for making pair-wise comparisons and collecting the required data. The collected pair-wise comparison data were analyzed through Fuzzy DEMATEL and ANP techniques using Super Decision 2.2 and Excel 2007. Results: The results showed that Access (NW=0.39018) and Tangibility (NW=0.05873) had the highest and lowest priorities. Conclusion: According to the results of the present study and from the studied health care stakeholders' viewpoint, access to care was the most affecting and most important dimension to be improved. Therefore, in order to improve patients' access to the health care services, some suggestions can be made such as providing appropriate facilities for patients' families and relatives, offering special discounts to the poor, providing easier access to the emergency entrance, providing parking and accommodation for patients and their relatives, employing and using the appropriate number of staff, and delivering 24-hour and high-quality health care services.

Factors Affecting the Utilization of Maternal and Child Health Care Services in Tribal Dominated Population States of India

2020 ◽  
pp. 0272684X2097285
Author(s):  
Bal Govind Chauhan ◽  
Suresh Jungari
Keyword(s):  
Health Care ◽  
Maternal Health ◽  
Health Care Services ◽  
Maternal Health Services ◽  
Care Utilization ◽  
Factors Affecting ◽  
Safe Delivery ◽  
Care Services ◽  
Post Natal Care ◽  
And Child Health

The present study intended to examine that factors affecting the utilization of maternal health services in the Three tribal-dominated states of India namely Madhya Pradesh, Jharkhand and Chhattisgarh. The study used National Family Health Survey (NFHS-4) data. Both bivariate and multivariate techniques have been applied for data analysis. Logistic regression techniques and concentration curve and index have been used . Findings of the study indicate that there were wider socio-economic differential exits in the utilization of MCH services (full ANC, Safe delivery and post-natal care) in all the three states under study. The regression result shows that the tribal population is less likely to utilize maternal and child health care services than other Caste groups. The economic inequality in accessing the all three components of maternal health care utilization was higher in the Jharkhand than Madhya Pradesh and Chhattisgarh. Further, economic inequality was higher in accessing the full ANC than safe delivery and post-natal care across all the states under study. From policy point of view, the government schemes to provide maternal health services to tribal communities should consider the community-level factors affecting maternal health care utilization and should extend its operations in the small villages.

scholarly journals Public psychiatric services: job satisfaction evaluation

2007 ◽  
Vol 30 (1) ◽  
pp. 38-41 ◽  
Author(s):  
Sergio Ishara ◽  
Marina Bandeira ◽  
Antonio Waldo Zuardi
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Health Care Professionals ◽  
Health Care Services ◽  
Psychiatric Hospitals ◽  
Work Conditions ◽  
Satisfaction Scale ◽  
Care Services ◽  
Satisfaction Evaluation ◽  
Student’S T

OBJECTIVE: To investigate the satisfaction of health-care professionals in inpatient and outpatient psychiatric hospitals of a Brazilian medium-sized city. METHOD: The study evaluated 136 health-care professionals from six hospitals; of which two were outpatient hospitals, two general hospitals, and two psychiatric hospitals. All professionals answered the Brazilian Mental Health Services' Staff Satisfaction Scale. RESULTS: An average satisfaction score of 3.26 was observed, which is situated between indifference (level 3) and satisfaction (level 4). Factors "service quality" (3.48) and "relationships at work" (3.48) showed higher scores compared to "service participation" (3.20) and "work conditions" (2.97) (p < 0.001). The female patient unit in the psychiatric hospital presented lower satisfaction scores (p < 0.001). Satisfaction was higher in the category "technicians" compared to "physicians" and "nurses" (p = 0.004). Moreover, day workers reported higher satisfaction compared to night workers regarding "service quality" and "service participation" (Student's t, p = 0.01 and p = 0.007). DISCUSSION AND CONCLUSION: Results show an intermediate level between indifference and satisfaction with services, with higher scores regarding care provided to the patients. Comparisons among the studied facilities revealed the numerous factors involved in determining one's satisfaction. They suggest advancements and reform measures likely to occur in the region's psychiatric health-care services. Monitoring satisfaction proved useful in predicting service quality improvements.

A Qualitative Investigation into the Use of Health Services among Melbourne Chinese

2001 ◽  
Vol 7 (3) ◽  
pp. 38 ◽  
Author(s):  
Bridget H-H. Hsu-Hage ◽  
K. C. Tang ◽  
Rebecca Jie Li ◽  
Vivian Lin ◽  
Tony Chow ◽  
...  
Keyword(s):  
Health Care ◽  
Health Service ◽  
Health Information ◽  
General Health ◽  
Health Care Services ◽  
Service Utilisation ◽  
Community Groups ◽  
Health Concerns ◽  
Care Services ◽  
Use Of Health Care

Understanding health service utilisation by community groups can be used to enhance cost-effective service delivery planning. In an inquiry into general health needs, and experiences with health service utilisation by Chinese living in Melbourne, we conducted a series of focus group discussions to explore community health-seeking behaviour. Seven focus groups were drawn from community groups and bilingual health workers in the period September-October 1999. Discussions were carried out in dialect familiar to the participants, facilitated by trained multilingual researchers, tape recorded and transcribed in Chinese and then translated into English. Cross validation was carried out by an independent researcher. Themes that emerged from these discussions included common pathways to care seeking, barriers to the use of health care services, general health concerns, and perceived validity of health information sources. Participants opt for self care when feeling unwell if the condition is perceived as ?not severe?. Use of over-the-counter medication is usually the first course of action. There is a tendency to ?wait and see? when feeling unwell. The use of Traditional Chinese Medicine Practitioners (TCMP) is common, while continuing to see Orthodox Western Medicine practitioners. There are, however, common concerns about the quality of care provided by TCM practitioners and their qualifications. Language, transport, and cost are among other barriers that undermine the use of health care services. Participants reported diabetes, heart disease risk factors, peptic ulcer, hay fever and asthma, poor vision, dental problems, social isolation, and gambling among the most common health concerns. Participants accepted health information from a wide range of sources and placed greater trust in material disseminated by SBS Chinese Radio Programs and the Chinese Health Foundation; an established community organisation run by voluntary health professionals. In conclusion, the study confirmed a number of patterns by which the Chinese community sought and utilised health services and associated factors.

The effects of service quality and perceived price on revisit intention of patients: the Malaysian context

2020 ◽  
Vol 12 (4) ◽  
pp. 541-558
Author(s):  
Kim Piew Lai ◽  
Yuen Yee Yen ◽  
Chong Siong Choy
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Structural Equation ◽  
Health Care Services ◽  
Health Care Service ◽  
Content Type ◽  
Care Services ◽  
Revisit Intention ◽  
Medical Fees ◽  
Perceived Price

Purpose This paper aims to investigate the effects of service quality and perceived price (monetary and behavioural price) on the revisit intention of patients to hospitals, as well as the mediating role of perceived price on the relationship between service quality and revisit intention. Design/methodology/approach This paper distributes questionnaires to outpatients in three major cities in Malaysia, namely, Penang, Melaka and Johor. Patients who were in the foyer, dispensary area and waiting area were intercepted where their responses were sought. The responses obtained from 400 patients were analysed using the structural equation modelling technique. Besides analysing the path coefficients, this study has examined the common method variance, bias and indirect effects of the relationships. Findings The results suggest that patients pay more attention to certain values in their search for the best health-care service and subsequently move on to new values. Pricing is an effective strategy to promote favourable behavioural intentions amongst patients. Better service quality is reflected in the reasonableness of monetary costs incurred by patients in acquiring health-care services. Patients who received poor services will be more likely to compare such services to the medical costs incurred to ascertain the worthiness of the amount paid. In addition, service quality also influences how patients perceive spending their time and efforts (waiting for nurses and physicians, as well as queueing in hospitals) as worthy and vice-versa. Their revisit intention will also be affected by the extent of which they invest their time, energy and efforts to search for relevant information. Practical implications The hospitals which desire to charge additional fees should enhance their service quality to reflect price equity. This is imperative in view of the pricing structure which can be relatively complex in subsequent follow-up treatments that may affect the decision of patients on the sources of health-care services. Originality/value Given the inevitable increase in medical fees, the perceived price can be a key determinant to the overall judgement patients had in terms of the health-care services received and the time and efforts sacrificed. However, the importance of monetary price and the behavioural price is still relatively unstudied, particularly their influence on revisit intention in the health-care setting.

scholarly journals Understanding Satisfaction with Health care Services among Congolese Refugees in Bujumbura, Burundi

2021 ◽  
Author(s):  
Nadine Misago ◽  
Desire Habonimana ◽  
Ann Alero Roberts ◽  
Patrick Bitangumutwenzi
Keyword(s):  
Health Care ◽  
Quality Of Health Care ◽  
Health Care Services ◽  
Care Needs ◽  
Cross Sectional Survey ◽  
Quality Health Care ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Care Services

Abstract Background3502 Congolese refugees based in Bujumbura possess the United Nations Higher Commissioner for Refugees (UNHCR) health insurance covering primary health care needs offered by CMC SOLIS clinic. This study sought to assess the quality of health care services received by Congolese refugees and determine factors affecting satisfaction. MethodsA cross-sectional survey was conducted on 400 refugees visiting CMC SOLIS for health care from June to August 2018. A questionnaire based on SERQUAL tool composed of five health quality dimensions was used to collect data on reliability, tangibility, assurance, responsiveness, and empathy. Logistic models were used to determine factors affecting satisfaction. ResultsOverall, 43% of refugees reported satisfaction with health care services. Age and gender significantly determined overall satisfaction. Other determinants such as education did not have significant effects. ConclusionsOverall, results from this study claim that CMC SOLIS does not offer quality health care services to Congolese refugees living in Bujumbura. Most importantly, the quality of health care services worsened with an increasing age as older ages were associated with less likelihood of satisfaction. Also, health care services offered to females seem to be deficient. Trial registration: N/A

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