scholarly journals Health Information Management Personnel Service Quality and Patient Satisfaction in Nigerian Tertiary Hospitals

2017 ◽  
Vol 9 (10) ◽  
pp. 25
Author(s):  
Adebowale I Ojo ◽  
Ruth O Owolabi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Information ◽  
Information Management ◽  
Health Information Management ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Management Personnel ◽  
Tertiary Hospitals

This study assessed the relationship between perceived service quality of health information management personnel and patient satisfaction in selected tertiary hospitals in Nigeria. A cross sectional survey was conducted with 280 patients from three tertiary hospitals in a Nigerian State. A self-administered questionnaire was distributed to outpatients who were literate, willing and attending the clinics for at least a second time. Perceived service quality was measured using a modified version of Service Quality (SERVQUAL) scale. Patient satisfaction was measured on a 4-point Likert-type scale developed by the researchers. Collected data were subjected to statistical analysis using mean, standard deviation and regression analysis. The surveyed patients were moderately satisfied with the services of the health information management personnel. Accordingly, patients’ perception of the health information management personnel service quality was found to be average. In addition, the research has shown that patients’ perception of health information management personnel service quality significantly influence their level of satisfaction in the studied tertiary hospitals (R = .62, F5,274 = 35.95, p = .000). Patient perceptions of service quality determine their overall satisfaction levels with the health information management personnel services. The tangible service quality dimension had more influence on patients’ satisfaction.

scholarly journals Evaluation of Patient Satisfaction and Patient-physician Relationship in an Out- Patient Department Re-engineered through a Health Information Management System: A Descriptive Study Done at a Major Women’s Hospital in Sri Lanka

2021 ◽  
Vol 2 (01) ◽  
Author(s):  
Madhuwanthi R.M. ◽  
Marasinghe R.B
Keyword(s):  
Patient Satisfaction ◽  
Sri Lanka ◽  
Health Information ◽  
Information Management ◽  
Management System ◽  
Information Management System ◽  
Health Information Management ◽  
Patient Relationship ◽  
Doctor Patient Relationship ◽  
Physician Relationship

Introduction: Health information management is one of the major pillars in a health system that improves the effectiveness and efficiency of health services. It is essential to assess the patient perception towards re-engineered services provide through Hospital Information Management Systems (HIMSs) and how this implementation affects the doctor-patient relationship. The objective of the study was to describe the extent of patient satisfaction towards Out-Patient Department (OPD) services, pharmacy service and patient physician relationship in the OPD, re-engineered through a HIMS, at the Castle Street Hospital for Women (CSHW), Sri Lanka. Methods: A descriptive cross-sectional study was carried out among 362 out-patients aged over 18 years attending the OPD of the CSHW during 2018-2019. Consecutive sampling method, and an interviewer-administrated questionnaire were used to collect data. The quantitative analysis was done using the SPSS software version 23. The sentiment analysis was performed to analyze comments given by patients using the Rapid Miner software. Results: All participants were females with a mean age of 41years (±13.58). Almost all participants were satisfied with overall services provided by the OPD (99.7%) and the pharmacy (98.4%). The majority (65.3%) agreed that implementation of the HIMS had improved the doctor-patient relationship. All reported comments regarding the re-engineered services of the OPD were ‘positive’. The study also suggests considering providing information in all common languages while announcing the patient’s OPD number at the waiting area in future implementations. Conclusions: The majority of patients were satisfied with the overall OPD services provided through implementation of the HIMS at the CSHW, Sri Lanka. Keywords: Health information systems, Hospital information management system, Outpatientdepartment, Patient-physician relationship.

scholarly journals PATIENT SATISFACTION ANALYSIS BASED ON SERVICE QUALITY ASSESSMENT AND TRUST IN HEALTH FACILITIES

2021 ◽  
Vol 10 (2) ◽  
pp. 105-113
Author(s):  
Agus Aan Adriansyah ◽  
Makki Makki ◽  
Budhi Setianto ◽  
Nikmatus Sa’adah ◽  
Indah Lestari ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Binary Logistic Regression ◽  
Sampling Technique ◽  
P Value ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Almost All

Health centers have an important role to provide the best service to the community. One of the problems in the outpatient installation of the Tambelangan Health Center is the decrease in the number of patient visits. It is necessary to evaluate the quality of service so that patients put their trust and then reuse the service until they feel satisfied. The purpose of this study was to analyze the effect of service quality and trust on patient satisfaction. This research is included in the type of analytic observational using a cross-sectional approach. The sample size is 100 patients who seek treatment at the outpatient installation of the Tambelangan Health Center. The sampling technique was carried out by systematic random sampling. Data were obtained directly through the perception of the patient's assessment of the perceived service quality, their trust in the facilities and services received and including the satisfaction that the patient felt through the questionnaire instrument. The data obtained were then analyzed using binary logistic regression. The results showed that all patients (86%) stated that the overall dimensions of service quality were good, and almost all patients (81%) stated that they had believed and almost all respondents (84%) stated that they were satisfied with the service at the Outpatient Installation of the Tambelangan Health Center. Furthermore, service quality has a significant effect on patient satisfaction (p-value = 0.022) and trust has a significant effect on patient satisfaction (p-value = 0.006). The conclusion of the study shows that service quality and trust can affect patient satisfaction.

scholarly journals Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Maduabuchi R. Ihekoronye ◽  
◽  
Kanayo P. Osemene ◽  
Wilson O. Erhun ◽  
Margaret O. Afolabi
Keyword(s):  
Service Quality ◽  
Response Rate ◽  
Descriptive Statistics ◽  
Community Pharmacies ◽  
Test Results ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Customer Expectations ◽  
Exit Survey

Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.

scholarly journals Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

2021 ◽  
Author(s):  
Maduabuchi R. Ihekoronye ◽  
Kanayo P. Osemene ◽  
Wilson O. Erhun ◽  
Margaret O. Afolabi
Keyword(s):  
Service Quality ◽  
Response Rate ◽  
Descriptive Statistics ◽  
Community Pharmacies ◽  
Test Results ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Customer Expectations ◽  
Exit Survey

Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.

scholarly journals Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

2021 ◽  
Author(s):  
Maduabuchi R. Ihekoronye ◽  
Kanayo P. Osemene ◽  
Wilson O. Erhun ◽  
Margaret O. Afolabi
Keyword(s):  
Service Quality ◽  
Response Rate ◽  
Descriptive Statistics ◽  
Community Pharmacies ◽  
Test Results ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Customer Expectations ◽  
Exit Survey

Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.

scholarly journals Determinants of successful guideline implementation: a national cross-sectional survey

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Ying-hui Jin ◽  
Li-Ming Tan ◽  
Khalid S. Khan ◽  
Tong Deng ◽  
Chao Huang ◽  
...  
Keyword(s):  
Guideline Development ◽  
Guideline Implementation ◽  
Medical Specialty ◽  
Cross Sectional Survey ◽  
The West ◽  
Cross Sectional ◽  
Adherence To Guidelines ◽  
Multi Stage ◽  
Geographical Regions ◽  
Tertiary Hospitals

Abstract Background CPGs are not uniformly successful in improving care and several instances of implementation failure have been reported. Performing a comprehensive assessment of the barriers and enablers is key to developing an informed implementation strategy. Our objective was to investigate determinants of guideline implementation and explore associations of self-reported adherence to guidelines with characteristics of participants in China. Methods This is a cross-sectional survey, using multi-stage stratified typical sampling based on China's economic regional divisions (the East, the Middle, the West and the Northeast). 2–5 provinces were selected from each region. 2–3 cities were selected in each province, and secondary and tertiary hospitals from each city were included. We developed a questionnaire underpinned by recommended methods for the design and conduct of self-administered surveys and based on conceptual framework of guideline use, in-depth related literature analysis, guideline development manuals, related behavior change theory. Finally, multivariate analyses were performed using logistic regression to produce adjusted odds ratios (OR) and 95% confidence intervals (95% CI). Results The questionnaire consisted of four sections: knowledge of methodology for developing guidelines; barriers to accessing guideline; barriers to guideline implementation; and methods for improving guideline implementation. There were 1732 participants (87.3% response rate) from 51 hospitals. Of these, 77.2% reported to have used guidelines frequently or very frequently. The key barriers to guideline use were lack of education or training (46.2%), and overly simplistic wording or overly broad scope of recommendations (43.8%). Level of adherence to guidelines was associated with geographical regions (the northeast P < 0.001; the west P = 0.02; the middle P < 0.001 compared with the east), hospital grades (P = 0.028), length of practitioners’ practice (P = 0.006), education background (Ph.D., P = 0.027; Master, P = 0.002), evidence-based medicine skills acquired in work unit (P = 0.012), and medical specialty of practitioner (General Practice, P = 0.006; Surgery, P = 0.043). Conclusion Despite general acknowledgement of the importance of guidelines, the use of guidelines was not as frequent as might have been expected. To optimize the likelihood of adherence to guidelines, guideline implementation should follow an actively developed dissemination plan incorporating features associated with adherence in our study.

Sign in / Sign up

Export Citation Format

Share Document