Patients Satisfaction and Expectation Towards Different Dimensions of Health Care Service Quality of Private Hospitals

2021 ◽  
Vol 27 (3) ◽  
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Private Hospitals ◽  
Patients Satisfaction ◽  
Different Dimensions

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

Assessment on health care service quality and patients’ satisfaction in Ghana

Kybernetes ◽  
2020 ◽  
Vol 49 (12) ◽  
pp. 3047-3068
Author(s):  
Enock Mintah Ampaw ◽  
Junwu Chai ◽  
Biru Liang ◽  
Sang-Bing Tsai ◽  
Joseph Frempong
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Developing Economies ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Hospital Environment ◽  
Equation Modeling ◽  
Content Type ◽  
Patients Satisfaction

Purpose With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization. Design/methodology/approach A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model. Findings The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction. Originality/value There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

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 The Impactof Health Care Service Quality on Disabilities Patients' Satisfaction Case Study: ARAB CITY FOR COMPREHENSIVE CARE

2016 ◽  
Vol 5 (4) ◽  
pp. 566-579
Author(s):  
Aysar Mohammad Khashman ◽  
◽  
Moayad Hussein AlObaidi ◽  
Aahmad Hussein Fadli ◽  
◽  
...  
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Comprehensive Care ◽  
Patients Satisfaction

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.

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 Patient’s Utility for Various Attributes of Diabetes Care Services

2018 ◽  
Vol 8 (1) ◽  
pp. 1-9 ◽  
Author(s):  
Vinaytosh Mishra ◽  
Cherian Samuel ◽  
S. K. Sharma
Keyword(s):  
Health Care ◽  
Waiting Time ◽  
Diabetes Care ◽  
Care Service ◽  
Group Discussion ◽  
Health Care Service ◽  
Diabetic Patients ◽  
Relative Importance ◽  
Care Services

Diabetes is rising like an epidemic in India. The prevalence of diabetes in India has reached an alarming level of 72.95 millions. The purpose of this article is to assess the relative importance of various health care service attributes in diabetes care. Our study uses secondary research and focus group discussion to identify the attributes of a diabetes specialty clinic. The attributes included in the questionnaire were the quality of the care provide by the health care givers, spend per visit, hospitalization expense, waiting time and the distance to the hospital. Conjoint analysis was used to assess the relative importance of the attributes. It was found that the hospital’s quality was the most important attribute while the distance to the hospital was the attribute with the least importance. Although the quality of the hospital is the most important criterion in selecting a hospital in diabetes care, factors like waiting time, spend per visit, and hospitalization expense play an important role in the selection. We assess the relative importance of these factors for the diabetic patients in India. The study is first of its kind and could help policy makers in designing better health care services in diabetes care.

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