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Kanwel S, Ma Z, Li M, Hussain A, Erum N, Ahmad S. The influence of hospital services on patient satisfaction in OPDs: evidence from the transition to a digital system in South Punjab, Pakistan. Health Res Policy Syst 2024; 22:93. [PMID: 39103868 DOI: 10.1186/s12961-024-01178-8] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Grants] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 03/23/2024] [Accepted: 07/03/2024] [Indexed: 08/07/2024] Open
Abstract
BACKGROUND Pakistani's health services delivery system has been rarely evaluated regarding patient satisfaction. This study examined the performance of the Pakistani health system from the perspective of doctor services (DS), digital payment system (DPS), nurses' services (NS), laboratory services (LS), pharmacy services (PHS), registration services (RS), physical services (environmentally and tangible) and doctor-patient communication (DPC) about patient satisfaction. A random sampling technique was adopted for data collection. METHODOLOGY The Social Science Statistical Package (SPSS), analysis of moment structures (AMOS), and structural equation modeling were used to analyze the data for reliability, validity, correlations, and descriptive findings. The 879 responses were used for study analysis. RESULTS The study revealed that patient satisfaction was found to be significantly affected positively by LS, PHS, DS, NS, and DPS, while DPC, RS, and PF were impacted non-significantly. Consequently, there is a considerable communication gap in the doctor-patient interaction, and Pakistan's healthcare system is confronted with a shortage of physical infrastructure and challenges in the digital system. CONCLUSION Furthermore, the insufficient emphasis on registration services necessitates immediate action to improve the entire patient experience and satisfaction. Identifying these shortcomings has the potential to result in a healthcare system that is more efficient and focused on the needs of the patients.
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Affiliation(s)
- Shahida Kanwel
- School of Management, Jiangsu University, Zhenjiang, 212013, People's Republic of China
| | - Zhiqiang Ma
- School of Management, Jiangsu University, Zhenjiang, 212013, People's Republic of China.
| | - Mingxing Li
- School of Management, Jiangsu University, Zhenjiang, 212013, People's Republic of China
| | - Abid Hussain
- School of Management, Jiangsu University, Zhenjiang, 212013, People's Republic of China.
| | - Naila Erum
- Accounting Research Institute (HiCOE), Universiti Teknologi MARA (UiTM), Shah Alam, Malaysia
| | - Saif Ahmad
- Department of Public Administration, The Islamia University, Bahawalpur, Pakistan
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Akthar N, Nayak S, Pai P Y. A cross-sectional study on exploring the antecedents of patient's revisit intention: Mediating role of trust in the hospital among patients in India. F1000Res 2024; 12:75. [PMID: 38476970 PMCID: PMC10928416 DOI: 10.12688/f1000research.128220.2] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Figures] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Accepted: 03/14/2024] [Indexed: 03/14/2024] Open
Abstract
BACKGROUND In the healthcare domain, patients' trust in the hospital plays an instrumental role in determining the behavioral intention of the patient. This article attempts to investigate the impact of service quality perception on behavioral intention with the mediating effect of trust in the hospital and patient satisfaction. METHODS This research was carried out in multispecialty hospitals located in Bangalore Urban and Mysore districts of Karnataka during August 2021. This was a questionnaire-based study and the sample size was 242. Statistical Package for the Social Science (SPSS) 27.0 and SmartPLS 3.0 software was used to analyze the data. RESULTS The findings revealed that perceived service quality significantly influences trust through patient satisfaction (observed partial mediation) and patient satisfaction significantly impacts behavioral intention through trust (observed partial mediation). CONCLUSION This study empowers hospital managers to understand the factors influencing behavioral intention. Healthcare professionals must ensure that good quality service is delivered to enhance patient satisfaction and trust in adverse services, which influence behavioral intention among the patients.
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Affiliation(s)
- Nahima Akthar
- Ph.D. Scholar, Manipal Institute of Management, Manipal Academy of Higher Education, Manipal, India
| | - Smitha Nayak
- Additional Professor, Department of Humanities and Management, Manipal Institute of Technology, Manipal Academy of Higehr Education, Manipal, India
| | - Yogesh Pai P
- Professor - Senior Scale and Head of the Department, Department of Humanities and Management, Manipal Institute of Technology, Manipal Academy of Higher Education, Manipal, India
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Farrokhi P, Zarei E, Bagherzadeh R, Irannejad B, Hashjin AA. Development and validation of primary health care quality assessment tool. BMC Health Serv Res 2023; 23:1156. [PMID: 37885033 PMCID: PMC10601108 DOI: 10.1186/s12913-023-10162-x] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 09/15/2022] [Accepted: 10/16/2023] [Indexed: 10/28/2023] Open
Abstract
BACKGROUND Assessing the quality of health services gives insights to managers about the status of services delivered by them, especially from the client's perspective. Although various tools have been developed to measure the quality of primary health care (PHC), no specific tool was found in this field in Iran. Therefore, the present study was conducted to develop and validate the quality assessment tool of PHC in Iran. METHODS This methodological study was conducted in 2021. In the first step, based on a literature review, an initial questionnaire was designed, and its face validity, content validity, construct validity, and reliability were evaluated. Descriptive tests, Kolmogorov-Smirnov, exploratory factor analysis, Kaiser-Myer-Olkin (KMO), and Cronbach's alpha were performed by using SPSS 22. RESULTS The initial questionnaire included 33 items, of which three items were removed due to inconsistency with factorization. The final questionnaire consisted of 30 items and nine dimensions: interaction, efficiency, timeliness, accuracy, consultation, tangibility, safety, accessibility, and environment. The KMO and Cronbach's alpha index values were 0.734 and 0.82, respectively, indicating acceptable reliability and validity. The developed dimensions represented about 73% of the total variance. CONCLUSION The designed questionnaire has relatively good validity and reliability and can be used to measure the quality of PHC and to identify weaknesses in service delivery. However, researchers should carefully examine it to enhance its applicability as a standard tool for measuring PHC quality.
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Affiliation(s)
- Pouria Farrokhi
- Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
| | - Ehsan Zarei
- Department of Health Service Management, School of Management and Medical Education, Shahid Beheshti University of Medical Sciences, Tehran, Iran
| | - Rafat Bagherzadeh
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
| | - Behrooz Irannejad
- Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
| | - Asgar Aghaei Hashjin
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran.
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Farrokhi P, Bagherzadeh R, Arab-Zozani M, Zarei E. Assessing the quality of hospital outpatient services in Iran: a systematic review and meta-analysis. BMC Health Serv Res 2023; 23:508. [PMID: 37202760 PMCID: PMC10193716 DOI: 10.1186/s12913-023-09506-4] [Citation(s) in RCA: 2] [Impact Index Per Article: 2.0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/04/2023] [Accepted: 05/05/2023] [Indexed: 05/20/2023] Open
Abstract
BACKGROUND Quality healthcare services are considered one of the most effective vehicles for healthcare managers to achieve organizational goals. Therefore, this study aimed to combine the findings of comparable studies to identify consistencies and contradictions in the quality of outpatient services in Iran. METHODS The current systematic review and meta-analysis study was conducted in 2022 according to PRISMA guideline. All relevant English and Persian studies were searched in databases, including Web of Sciences, PubMed, Scopus, Scientific Information Database, and Magiran. No year restriction was applied. The quality of the studies was assessed by the 22-item Strengthening the Reporting of Observational Studies in Epidemiology checklist. The meta-analysis was conducted by using Open Meta Analyst, and between-study heterogeneity was investigated with I-squared statistic. RESULTS Of the 106 retrieved articles, seven studies with a total sample size of 2600 were included in the meta-analysis. The pooled estimate of mean for overall perception was 3.95 (95% CI: 3.34- 4.55, P< 0.001, I2= 99.97), while the pooled estimate of the mean for the overall expectation was 4.43 (95% CI: 4.11- 4.75, P< 0.001, I2= 99.93). The highest and lowest perception mean scores were related to tangibility (3.52, Gap= -0.86) and responsiveness (3.30, Gap= -1.04) dimensions. CONCLUSION Responsiveness was identified as the weakest dimension. Therefore, managers are recommended to design suitable workforce-development programs which focus on the provision of timely and prompt services, polite and courteous interactions with patients, and prioritization of patients' needs. Moreover, training public sector practitioners along with incentives can fill up the existing gaps.
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Affiliation(s)
- Pouria Farrokhi
- Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
| | - Rafat Bagherzadeh
- English Department, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
| | - Morteza Arab-Zozani
- Social Determinants of Health Research Center, Birjand University of Medical Sciences, Birjand, Iran
| | - Ehsan Zarei
- Department of Health Service Management, School of Management and Medical Education, Shahid Beheshti University of Medical Sciences, Tehran, Iran.
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Perceived quality of medical services at outpatient department of public hospitals in Dawro Zone, Southern Ethiopia. BMC Health Serv Res 2023; 23:209. [PMID: 36864413 PMCID: PMC9979423 DOI: 10.1186/s12913-023-09178-0] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/30/2022] [Accepted: 02/13/2023] [Indexed: 03/04/2023] Open
Abstract
BACKGROUND Quality of care is fundamental to universal health coverage. Perceived quality of medical services is one of the most determining factors of modern health care service utilization. Between 5.7 and 8.4 million deaths are attributed to poor-quality care each year in low- and middle-income countries (LMICs), and up to 15% of overall deaths are due to poor quality. For instance, in sub-Saharan Africa (SSA), public health facilities lack basic facilities such as a physical environment. Hence, this study aims to assess the perceived quality of medical services and associated factors at outpatient departments of public hospitals in the Dawro zone, Southern Ethiopia. METHODS A facility-based cross-sectional study was conducted on the quality of care among outpatient department attendants of Dawro zone public hospitals from May 23 to June 28, 2021. A total of 420 study participants were included via a convenient sampling technique. An exit interview was used to collect data using a pretested and structured questionnaire. Then it was analyzed using the Statistical Package for Social Science (SPSS) version 25. Both bivariable and multivariable linear regressions were carried out. Significant predictors were reported at p < 0.05 with a 95% confidence interval. RESULT with a 100% response rate. The overall perceived quality was 51.15%. Fifty-six percent of study participants rated perceived quality as poor, 9% as average, and 35% of participants rated it as good perceived quality. The highest mean perception result was related to the tangibility (3.17) domain. Waiting time less than one hour (β = 0.729, p < 0.001), availability of prescribed drugs (β = 0.185, p < 0.003), having information on diagnoses (illness) (β = 0.114, p < 0.047), and privacy maintained (β = 0.529, p < 0.001) were found to be predictors of perceived good quality of care. CONCLUSION A majority of the study participants rated the perceived quality as poor. Waiting time, availability of prescribed drugs, information on diagnoses (illness), and provision of service with privacy were found to be predictors of client-perceived quality. Tangibility is the predominant and most important domain of client-perceived quality. The regional health bureau and zonal health department should understand the issue and work with hospitals to improve outpatient service quality by providing necessary medication, reducing wait times, and designing job training for health care providers.
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Farrokhi P, Aryankhesal A, Bagherzadeh R, Aghaei Hashjin A. Evaluation of outpatient service quality: What do patients and providers think? INTERNATIONAL JOURNAL OF HEALTHCARE MANAGEMENT 2022. [DOI: 10.1080/20479700.2022.2110195] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 10/14/2022]
Affiliation(s)
- Pouria Farrokhi
- Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
| | - Aidin Aryankhesal
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
| | - Rafat Bagherzadeh
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
| | - Asgar Aghaei Hashjin
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
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Ali J, Jusoh A, Idris N, Nor KM, Wan Y, Abbas AF, Alsharif AH. Applicability of healthcare service quality models and dimensions: future research directions. TQM JOURNAL 2022. [DOI: 10.1108/tqm-12-2021-0358] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThe purpose of this study is to explore the literature of healthcare service quality for identifying and analyzing the healthcare service quality models and dimensions and to present future research insights pertaining to the applications of these models and dimensions.Design/methodology/approachA literature review of healthcare service quality has been performed on 59 relevant studies after applying inclusion and exclusion criteria. Google Scholar and Scopus are the primary sources to find the relevant documents. Search was limited to keywords of “service quality,” “healthcare,” “models” and “dimensions.”FindingsThe results revealed that different models and dimensions have been evolved and developed after SERVQUAL in healthcare service quality literature. There is still a need to develop new models, add new contextual dimensions and items in existing models on different aspects of healthcare services. There is also a need to incorporate the perspective of service providers as respondents. Moreover, healthcare service quality models can be devolved or narrowed down at department and individual levels.Originality/valueThis study presents valuable research insights for the researchers and practitioners in ways that healthcare service quality models and dimensions can be developed, modified and tested further in different research contexts and settings. Besides, the literature on healthcare services can be enhanced and enriched.
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Priority nonconformity and service quality analysis of hospitals in Thailand: a care provider perspective. TQM JOURNAL 2021. [DOI: 10.1108/tqm-08-2020-0179] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThe objectives of this research are to investigate service quality expectation, perception and satisfaction in outpatient departments and to propose the priority nonconformity index (PNCI) to assess overall prioritization of efforts in relation to expectations.Design/methodology/approachSERVQUAL has five dimensions: tangibility, reliability, responsiveness, assurance and empathy. It was used to gather data from multiple-responding care providers in 220 Thai hospitals nationwide. Paired-samples t-test and importance-performance analysis (IPA) were used for analysis. The PNCI was initiated to evaluate the overall conformity between expectation and perception and to suggest strategies for improvement.FindingsIt was found that assurance is the most important and the best performed dimension with the least dissatisfaction. Tangibility is the least important and the least performed dimension with the most dissatisfaction. From gap analysis, there are significant negative gaps in overall service quality, all dimensions and all indicators. IPA found assurance and responsiveness as strengths, and this suggests transfer of excessive resources from empathy to enhance reliability. PNCI of Thai hospitals is 0.8 and this has suggested similar strategies to IPA.Originality/valueFindings from this study can be employed to develop strategic policy to improve Thai hospitals as a whole. The newly developed PNCI can be used as an indicator to assess efficiency of resource allocation to fit better with customer requirements.
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Boakye KG, Qin H, Blankson C, Hanna MD, Prybutok VR. Operations-oriented strategies and patient satisfaction: the mediating effect of service experience. INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES 2021. [DOI: 10.1108/ijqss-11-2020-0186] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country.
Design/methodology/approach
This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling
Findings
This study found that service recovery has a significant direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction.
Originality/value
The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.
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Yarimoglu E, Ataman G. How service quality in hospitals varies based on hospital ownership and demographics: a study on Turkish patients living urban areas. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2021. [DOI: 10.1080/14783363.2021.1890576] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
Affiliation(s)
- Emel Yarimoglu
- Faculty of Business, Department of Business Administration, Yasar University, Izmir, Turkey
| | - Gorkem Ataman
- Faculty of Business, Department of Business Administration, Yasar University, Izmir, Turkey
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Anabila P. Connecting the vital link nodes to superior value creation in private health-care marketing in Ghana: a relationship marketing paradigm. INTERNATIONAL JOURNAL OF PHARMACEUTICAL AND HEALTHCARE MARKETING 2020. [DOI: 10.1108/ijphm-11-2019-0071] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
This study aims to explore the utility of relationship marketing (RM) practices in achieving customer loyalty (CL) via customer satisfaction (CS) as the mediator.
Design/methodology/approach
A convenience sampling of 592 customers of private hospitals was used to generate data. Structural equation modelling (SEM) was used to analyse data to generate findings.
Findings
The study establishes a direct positive association between RM practices and CL. The study also found that CS mediates the relationship between RM practices and CL.
Practical implications
The study reinforces the role of RM as a significant driver of marketing performance in private hospitals.
Originality/value
The results are intended to guide policymakers of private hospitals to manage relationships to gain competitive advantage.
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Taneja U. Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework. Health Serv Manage Res 2020; 34:250-257. [PMID: 32996357 DOI: 10.1177/0951484820962303] [Citation(s) in RCA: 5] [Impact Index Per Article: 1.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/16/2022]
Abstract
Brand image (BI) is a relatively new concept in the healthcare sector and its value is important for healthcare organizations to survive in this competitive era. Extant research in academics shows the diversity in determinants of patient satisfaction (PS), perceived service quality (PSQ), loyalty and brand image (BI) in the healthcare sector. The large numbers of existing studies mainly emphasize constructs such as PS, PSQ or the relationship between these two, taking into consideration other factors like cost and loyalty. The purpose of this study is to systematically review and summarize current research as well as propose a conceptual model of hospital brand image and its impact on patient loyalty through PSQ and PS. We provide a research framework for future theoretical and empirical studies on the impact of BI on patient loyalty.
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Affiliation(s)
- Udita Taneja
- University School of Management Studies, Guru Gobind Singh Indraprastha University, New Delhi, India
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Vimla, Taneja U. Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction. JOURNAL OF HEALTH MANAGEMENT 2020. [DOI: 10.1177/0972063420937940] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/16/2022]
Abstract
Purpose: This study aims to analyse brand image (BI)–service quality (SQ)–patient satisfaction (PS)–loyalty in healthcare by understanding BI and SQ modelled as multidimensional constructs in Indian healthcare. Furthermore, the mediating effect from BI to loyalty through SQ and PS is examined. Design/methodology/approach: Analysis of survey data of 210 patients from Indian hospitals reveals that BI directly affects SQ, PS and loyalty, that SQ directly influences PS, that PS directly influences loyalty of patients and that PS and BI are significant determinants of loyalty. Findings: Our findings suggest that BI has both a direct and indirect (through SQ and PS) impact on loyalty of patients. Moreover, the mediation of BI to loyalty through SQ and PS is partial and complementary mediation. Practical implications: By understanding the relationship between BI, SQ, PS and loyalty, managers will be able to better understand the mechanism to enhance loyalty. As BI impacts loyalty indirectly through SQ and PS, managers need to improve quality, which will enhance satisfaction of patients and thus help in the formation of loyal patients. Originality/value: This study shows how the mediating effect of SQ and PS can be used to improve patient loyalty by building positive BI.
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Affiliation(s)
- Vimla
- University School of Management Studies, GGS Indraprastha University, Dwarka, New Delhi, India
| | - Udita Taneja
- University School of Management Studies, GGS Indraprastha University, Dwarka, New Delhi, India
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Abstract
PURPOSE The purpose of this paper is to investigate the role of service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) in Ghana's health sector and a comparative analysis of private and public hospital SQ. DESIGN/METHODOLOGY/APPROACH A convenient sample of 1,236 respondents was generated from both private and public hospitals. The study utilises an asymptotic distribution free estimation technique in CB-SEM using LISREL to test the relationships, while Wilcoxon-Mann-Whitney test was used to determine the differences in SQ performances between private and public hospitals. FINDINGS The study found a significant positive relationship between SQ and CS. Also, the study found a significant positive relationship between CS and CL. Finally, SQ was found to be better in private hospitals, resulting higher CS and CL. PRACTICAL IMPLICATIONS The study highlights the significant role SQ plays in generating CS and CL to guide healthcare provider policy decision making to improve healthcare delivery. It also serves as a guide to patients to make informed decisions regarding the choice of alternative hospitals. ORIGINALITY/VALUE The study provides a useful guide to strategy and policy formulation in the healthcare sector by exploring the potential viability of SERVQUAL-related model as a relevant tool for assessing SQ in Ghana's health sector. The results also identified SQ gap between private and public hospitals and thus have implications on how hospitals should strategise to improve their SQ.
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Affiliation(s)
- Peter Anabila
- Department of Marketing, Central University , Accra, Ghana
| | | | - Janet Anome
- Department of Recovery, Madina Polyclinic-Kekele, Accra, Ghana
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Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan. INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH 2019; 16:ijerph16132340. [PMID: 31269722 PMCID: PMC6651288 DOI: 10.3390/ijerph16132340] [Citation(s) in RCA: 23] [Impact Index Per Article: 4.6] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Subscribe] [Scholar Register] [Received: 05/15/2019] [Revised: 06/28/2019] [Accepted: 06/29/2019] [Indexed: 11/17/2022]
Abstract
The satisfaction of the patient is believed to be one of the preferred results of healthcare, and it is directly connected with the usage of health services. This study aimed to assess how doctor services, nurses’ services, and waiting time predict patient satisfaction (PS) with the service delivery of healthcare in Southern Punjab, Pakistan. The study used an exploratory research method, in which 1000 participants were selected, and used a random technique, in which 850 responses were received. Multiple regression analysis and a confirmatory factor were employed to analyze the collected data. The findings showed that doctor services (β = 0.232; p = 0.01), nurses services (β = 0.256; p = 0.01), and waiting time (β = 0.091; p = 0.03) had positive significant impacts on PS, while registration services (β = 0.028; p = 0.390) had an insignificant association with PS. Hence, a significant gap existed in the registration services that were totally ignored in hospitals of Pakistan which needed proper considerations for improvements.
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Alarcon-Ruiz CA, Heredia P, Taype-Rondan A. Association of waiting and consultation time with patient satisfaction: secondary-data analysis of a national survey in Peruvian ambulatory care facilities. BMC Health Serv Res 2019; 19:439. [PMID: 31262280 PMCID: PMC6604432 DOI: 10.1186/s12913-019-4288-6] [Citation(s) in RCA: 25] [Impact Index Per Article: 5.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 11/30/2018] [Accepted: 06/23/2019] [Indexed: 11/17/2022] Open
Abstract
Background Research suggested that waiting time and consultation time are associated with overall patient satisfaction concerning health services. However, there is a lack of information regarding this subject in Latin American countries, where particular aspects of health systems and population characteristics could modify this association. Our aim was to evaluate the association of waiting time and consultation time with patient satisfaction, in Peruvian ambulatory care facilities and propose a cut-off points of waiting and consultation time based on patient satisfaction. Methods Cross-sectional secondary data analysis of the National Survey on User Satisfaction of Health Services (ENSUSALUD-2015), a national-wide survey with a probabilistic sample of 181 Peruvian ambulatory care facilities. Patient satisfaction, waiting time, consultation time, and sociodemographic variables were collected from the ENSUSALUD-2015. All variables were collected by survey directly to patients, from the selected ambulatory care facilities, after their consultation. Complex survey sampling was considered for data analysis. In the association analysis, we grouped the waiting time and consultation time variables, every 10 min, because for it is more relevant and helpful in the statistical and practical interpretation of the results, instead of the every-minute unit. Results The survey was performed in 13,360 participants. Response rate were 99.8 to 100% in the main variables. Waiting time (for every 10 min) was inversely associated with patient satisfaction (aOR: 0.98, 95% CI: 0.97–0.99), although the aOR was lower among those who reported a waiting time ≤ 90 min (aOR: 0.92, 95% CI: 0.89–0.96). Consultation time (for every 10 min) was directly associated with patient satisfaction (aOR: 1.59, 95% CI: 1.26–2.01), although the aOR was higher among those who reported a consultation time ≤ 15 min (aOR: 2.31, 95% CI: 1.66–3.21). Conclusion In Peruvian ambulatory care facilities, both waiting time and consultation time showed an association with overall patient satisfaction, which was stronger in the first 90 min of waiting time and in the first 15 min of consultation time. This should be taken into consideration when designing interventions to improve waiting times and consultation times in ambulatory care facilities from Peru or from similar contexts.
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Affiliation(s)
- Christoper A Alarcon-Ruiz
- Unidad de Investigación para la Generación y Síntesis de Evidencias en Salud, Universidad San Ignacio de Loyola, Lima, Peru.
| | - Paula Heredia
- Faculty of Medicine, Universidad Ricardo Palma, Lima, Peru
| | - Alvaro Taype-Rondan
- Unidad de Investigación para la Generación y Síntesis de Evidencias en Salud, Universidad San Ignacio de Loyola, Lima, Peru
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Chen A, Feng S, Tang W, Zhang L. Satisfaction with service coverage and drug list may influence patients' acceptance of general practitioner contract service: a cross-sectional study in Guangdong, China. BMC Health Serv Res 2019; 19:251. [PMID: 31018859 PMCID: PMC6480488 DOI: 10.1186/s12913-019-4053-x] [Citation(s) in RCA: 12] [Impact Index Per Article: 2.4] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 11/02/2018] [Accepted: 03/31/2019] [Indexed: 11/10/2022] Open
Abstract
BACKGROUND General practitioner (GP) system is proved to be effective in over 50 countries worldwide. Guangdong province, as a reform pilot in China, initiated its patient-GP contract service reform in 2014. This study is designed to assess the patients' acceptance of General Practitioners Contract (GPC) reform and explore its influencing factors. METHODS This survey interviewed 1010 participants from 16 primary health centers (PHCs) chosen from 4 pilot cities in Guangdong during July and December in 2015. Data were collected through face-to-face interviews. The questionnaire was developed to discover the acceptance of GPC and covered three parts: respondents' socio-demographic characteristics, health service utilization, and the patients' assessment of primary health care centers. A binary logistic regression model was used to measure the influencing factors of respondents' acceptance of GPC policy. RESULTS A total of 611(60.5%) participants accepted GPC policy. Compared to patients visited PHCs over 7 times in the previous year, those visited PHCs fewer times reported lower acceptance of GPC policy (OR:0.68, 95% CI:0.49-0.96 for visits ≤3 times and OR:0.57, 95% CI:0.38-0.84 for visits = 4-6 times). Patients' satisfaction with medical service coverage was positively associated with patients' acceptance of GPC (OR: 1.72, 95% CI:1.01-3.98 for the satisfied versus the dissatisfied; OR: 1.38, 95% CI:0.92-3.30 for neutral versus the dissatisfied), and the satisfaction with drug list also positively influenced patients' acceptance of GPC policy (OR: 1.44, 95% CI:1.26-2.73 for the satisfied versus the dissatisfied; OR:1.61, 95% CI:1.36-2.99 for neutral versus the dissatisfied). Meanwhile, age and education had positive impacts on the acceptance of the GPC policy. CONCLUSION This study finds out that patients' satisfaction with medical service coverage and drug list are the influencing factors for the acceptance of GPC policy. Therefore, improvement of medical service accessibility such as better follow-up of patients with chronic diseases and enhanced referral service, as well as the expansion of drug list, will improve patients' acceptance of GPC policy. It also finds that patients using more primary health service are inclined to accept GPC policy, so more attractive and high-quality service should be provided in PHCs.
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Affiliation(s)
- Aiyun Chen
- Research Centre of Rural Healthcare Services, School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science & Technology, No.13 Hangkong Road, Wuhan, 430030, Hubei, People's Republic of China.,School of Health Management, Guangzhou Medical University, Xinzao Town, Panyu District, Guangzhou, 511436, Guangdong, People's Republic of China
| | - Shanshan Feng
- School of Health Management, Guangzhou Medical University, Xinzao Town, Panyu District, Guangzhou, 511436, Guangdong, People's Republic of China
| | - Wenxi Tang
- School of International pharmaceutical Business, China Pharmaceutical University, No.639 Longmian Str, Jiangning District, Nanjing, 211198, Jiangsu, People's Republic of China
| | - Liang Zhang
- Research Centre of Rural Healthcare Services, School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science & Technology, No.13 Hangkong Road, Wuhan, 430030, Hubei, People's Republic of China.
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18
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Abbasi-Moghaddam MA, Zarei E, Bagherzadeh R, Dargahi H, Farrokhi P. Evaluation of service quality from patients' viewpoint. BMC Health Serv Res 2019; 19:170. [PMID: 30876453 PMCID: PMC6420766 DOI: 10.1186/s12913-019-3998-0] [Citation(s) in RCA: 31] [Impact Index Per Article: 6.2] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/10/2018] [Accepted: 03/07/2019] [Indexed: 11/13/2022] Open
Abstract
Background Measuring patients’ perception from health service quality as an important element in the assessment of service quality has attracted much attention in recent years. Therefore, this study was conducted to find out how the patients evaluated service quality of clinics at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran. Methods This cross-sectional study was conducted in Tehran in 2017 and 400 patients were randomly selected from four hospitals. Data were collected using a questionnaire, the validity and reliability of which were confirmed in previous study. In order to analyze the data, T-test, ANOVA, and Pearson correlation coefficient were calculated using SPSS 23. Results The results indicated that among eight dimensions of health service quality, the patients were more satisfied with physician consultation, services costs and admission process. The highest and lowest mean scores were related to physician consultation (Mean = 4.17), and waiting time (Mean = 2.64), in that order. The total mean score of service quality was 3.73 (± 0.51) out of 5. Outpatient services were assessed as good, moderate and weak by 57.5, 40 and 2.5% of the patients, respectively. There was a significant relationship between the positive perception of service quality and reason for admission, source of recommendation, gender, education level, health status, and waiting time in the clinics (p < 0.05). Conclusion The majority of the patients had a positive experience with visiting clinics and perceived service provision as good. In fact, patients’ perceptions of physician consultation, provision of information to patients and the environment of delivering services, are the most important determinants of service quality in clinics.
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Affiliation(s)
- Mohammad Ali Abbasi-Moghaddam
- Department of Health Care Management, School of Allied Medical Sciences, Tehran University of Medical Sciences, Tehran, Iran
| | - Ehsan Zarei
- Department of Health Service Management, School of Management and Medical Education, Shahid Beheshti University of Medical Sciences, Tehran, Iran
| | - Rafat Bagherzadeh
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
| | - Hossein Dargahi
- Health Information Management Research Center, Tehran University of Medical Sciences, Tehran, Iran
| | - Pouria Farrokhi
- School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran.
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19
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Zarei E, Karimi S, Mahfoozpour S, Marzban S. Assessing hospital quality management systems: evidence from Iran. Int J Health Care Qual Assur 2019; 32:87-96. [PMID: 30859868 DOI: 10.1108/ijhcqa-11-2017-0208] [Citation(s) in RCA: 4] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PURPOSE A quality management system (QMS) is defined as interacting activities, methods and procedures used to monitor, control and improve service quality. The purpose of this paper is to describe the QMS status using the Quality Management System Index (QMSI) in hospitals affiliated to Shahid Beheshti Medical Sciences University in Tehran, Iran. DESIGN/METHODOLOGY/APPROACH In this cross-sectional study, 28 hospitals were investigated. A validated 46-item questionnaire was used for data collection. Data were analyzed using descriptive statistics, Pearson correlation, independent student's t-test and regression analysis. FINDINGS The mean QMSI score was 18.4: 15.3 for public and 20.9 for non-public hospitals ( p=0.001). The lowest (1.96) and the highest (2.14) scores related to "Quality policy documents" and "Quality monitoring by the board," respectively. The difference between public and non-public hospitals was significant in all nine QMSI dimensions ( p=0.001). The QMSI score was higher in non-public and small hospitals than in public and large ones ( p=0.05). ORIGINALITY/VALUE Most QMS studies come from developed countries, and there is no systematic information about the mechanisms and processes involved in implementing QMS in developing countries like Iran. This is the first study on Iranian hospital QMS using a newly developed tool (QMSI), and results showed that QMS maturity in these hospitals was relatively good, but the non-public hospitals status (private and charity) was far better than public hospitals.
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Affiliation(s)
- Ehsan Zarei
- Department of Public Health, School of Public Health and Safety, Shahid Beheshti University of Medical Sciences , Tehran, Iran
| | - Soghra Karimi
- Department of Public Health, School of Public Health and Safety, Shahid Beheshti University of Medical Sciences , Tehran, Iran
| | - Soad Mahfoozpour
- Safety Promotion and Injury Prevention Research Center, Shahid Beheshti University of Medical Sciences , Tehran, Iran
| | - Sima Marzban
- Department of Public Health, School of Public Health and Safety, Shahid Beheshti University of Medical Sciences , Tehran, Iran
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Al-Jabr H, Twigg MJ, Scott S, Desborough JA. Patient feedback questionnaires to enhance consultation skills of healthcare professionals: A systematic review. PATIENT EDUCATION AND COUNSELING 2018; 101:1538-1548. [PMID: 29598964 DOI: 10.1016/j.pec.2018.03.016] [Citation(s) in RCA: 8] [Impact Index Per Article: 1.3] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Subscribe] [Scholar Register] [Received: 09/11/2017] [Revised: 02/26/2018] [Accepted: 03/15/2018] [Indexed: 06/08/2023]
Abstract
OBJECTIVE To identify patient feedback questionnaires that assess the development of consultation skills (CSs) of practitioners. METHODS We conducted a systematic search using seven databases from inception to January 2017 to identify self-completed patient feedback questionnaires assessing and enhancing the development of CSs of individual practitioners. Results were checked for eligibility by three authors, and disagreements were resolved by discussion. Reference lists of relevant studies and Open Grey were searched for additional studies. RESULTS Of 16,312 studies retrieved, sixteen were included, describing twelve patient feedback questionnaires that were mostly designed for physicians in primary care settings. Most questionnaires had limited data regarding their psychometric properties, except for the Doctor Interpersonal Skills Questionnaire (DISQ). Most studies conducted follow-up, capturing positive views of practitioners regarding the process (n = 14). Feedback was repeated by only three studies, demonstrating different levels of improvement in practitioners' performance. CONCLUSION Identified questionnaires were mainly focused on physicians, however, to support using patient feedback, questionnaires need to be validated with other practitioners. PRACTICE IMPLICATIONS Several patient feedback questionnaires are available, showing potential for supporting practitioners' development. Valid questionnaires should be used with appropriate practitioners in developing more evidence for the impact they may have on actual consultations.
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Affiliation(s)
- Hiyam Al-Jabr
- School of Pharmacy, University of East Anglia, Norwich, UK.
| | | | - Sion Scott
- School of Pharmacy, University of East Anglia, Norwich, UK
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21
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Al-Jabr H, Twigg MJ, Saadvandi RA, Desborough JA. Exploring what patients think when answering the Interpersonal Skills Questionnaire (ISQ): A 'think aloud' study. Res Social Adm Pharm 2018; 15:619-622. [PMID: 30001860 DOI: 10.1016/j.sapharm.2018.07.005] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/04/2018] [Accepted: 07/04/2018] [Indexed: 11/18/2022]
Abstract
BACKGROUND The Interpersonal Skills Questionnaire (ISQ) was developed to collect patient feedback on consultation skills of practitioners. However, it has not yet been evaluated with pharmacists. OBJECTIVE To explore the thinking process of patients as they completed the ISQ following a consultation with a pharmacist. METHODS A qualitative think aloud (TA) methodology was used to explore patients' thinking while completing the ISQ following a consultation with a pharmacist. The study was conducted in secondary care with outpatients ≥18 years old. Interviews were carried out in rounds and were informally analysed (i.e., by writing notes while listening to recordings) to identify any associated major problem(s). Discussions were held between researchers to determine whether changes were needed based on patients' comments. RESULTS Eight patients in total (50% females) participated in this study (mean age: 48 years). Three rounds of TA were conducted. Most items of the ISQ were interpreted similarly by all participants with no major problems necessitating refining the ISQ. CONCLUSIONS Modification of the ISQ was unnecessary as interviews demonstrated no major problems with its use. The ISQ is thus a potentially suitable tool to collect patient feedback on pharmacists' consultations.
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Affiliation(s)
- H Al-Jabr
- School of Pharmacy, University of East Anglia, Norwich Research Park, NR4 7TJ, UK.
| | - M J Twigg
- School of Pharmacy, University of East Anglia, Norwich Research Park, NR4 7TJ, UK.
| | - R A Saadvandi
- Norfolk & Norwich University Hospital, Colney Lane, Norwich, NR4 7UY, UK.
| | - J A Desborough
- School of Pharmacy, University of East Anglia, Norwich Research Park, NR4 7TJ, UK.
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22
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Giovanis A, Pierrakos G, Rizomyliotis I, Binioris S. Assessing service quality and customer behavioral responses in hospital outpatient services. INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES 2018. [DOI: 10.1108/ijqss-03-2017-0023] [Citation(s) in RCA: 14] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
In contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured model of service quality for primary health-care services provided by hospital outpatient departments. The index’s empirical validity is examined by investigating the strength of its relationship with certain behavioral responses such as patient satisfaction and behavioral intentions.
Design/methodology/approach
Data were collected through a stratified random sampling from eight hospital outpatient departments in Greece. Covariance-based structural equation modeling techniques were used to validate the proposed service quality index and further investigate its effect on patient satisfaction and behavioral intention.
Findings
The data analysis indicated that the proposed formative index is fully functional with medical care being the factor and mostly contributes to service quality perception, followed by administrative service and staff performance, and facilities condition and nursing care. It, further, confirmed the partial mediating role of satisfaction, as it enhances the high impact of service quality on behavioral intentions.
Research limitations/implications
The relationships among hospital outpatient departments service quality, patient satisfaction and behavioral intentions were validated with data from one country and a health-care system which is state driven and funded.
Practical implications
An understanding of hospital primary health-care service quality formation is important to health-care decision makers because it offers them the opportunity to consider patients’ needs and wants, and takes the appropriate actions for improving the relevant underling procedures in a more efficient manner to achieve favorable behavioral responses.
Originality/value
The paper manages to propose and empirically evaluate a formatively measured approach of service quality and investigate the effects of the proposed index on patient satisfaction and behavioral intention, especially in the hospital outpatient services context in Greece.
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Anabila P, Anome J, Kwadjo Kumi D. Assessing service quality in Ghana’s public hospitals: evidence from Greater Accra and Ashanti Regions. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2018. [DOI: 10.1080/14783363.2018.1459542] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/17/2022]
Affiliation(s)
- Peter Anabila
- Department of Marketing, Central University, Accra, Ghana
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Utilization and out of pocket (OOP) payment for physiotherapy services in public hospitals of Shahid Beheshti University of Medical Sciences. Med J Islam Repub Iran 2018; 32:19. [PMID: 30159270 PMCID: PMC6108256 DOI: 10.14196/mjiri.32.19] [Citation(s) in RCA: 5] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/15/2017] [Indexed: 11/18/2022] Open
Abstract
Background: Physiotherapy services constitute a principle part of health care systems, and interest in their use has increased in the recent decades. This study was conducted to investigate the utilization and OOP payment for physiotherapy services in public hospitals of Shahid Beheshti University of Medical Sciences in Tehran, Iran.
Methods: This cross-sectional study was conducted using the data of physiotherapy department of three public hospitals. The study sample included 6528 patients who had received 7257 episodes of care. Data were extracted through hospital information systems and analyzed using multivariate regression analysis by SPSS17.
Results: The average episode per patient was 1.11 and 12.6 session per episode. The average cost of each episode and treatment session was 1 784 660 IRR (USD 59) and 142 023 IRR (USD 4.7), respectively. The OOP payment share for physiotherapy was 31%. Age, OOP amount, having insurance coverage, insurance type, and service type significantly affected physiotherapy utilization. Number of treatment sessions, having insurance coverage, type of insurance coverage, and gender were related to OOP payment.
Conclusion: There is a large variety in utilization and OOP payment in the insurance funds, which could restrict the accessibility and utilization of services by patients, leading to inequalities in utilization. Therefore, policymakers should conduct an overall review on the tariffs and service packages of insurer organizations to provide better conditions for the elderly, unhealthy, and vulnerable population to mitigate inequality in service utilization and decrease OOP payment.
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Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. TQM JOURNAL 2017. [DOI: 10.1108/tqm-02-2015-0032] [Citation(s) in RCA: 29] [Impact Index Per Article: 4.1] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this paper is to clarify how enablers of quality management can secure the satisfaction and loyalty of patients through increasing service quality in hospitals.
Design/methodology/approach
The current study conducted a review of the existing literature to identify operational dimensions of the research variables. As a result of the review, 17 dimensions were identified; five European foundation for quality management enablers, five SERVQUAL service quality dimensions, four patients’ satisfaction elements and three patients’ loyalty components. To evaluate interrelationships among these 17 research dimensions, decision-making trial and evaluation laboratory technique was applied using experts’ opinions.
Findings
Several key relations were found among research dimensions. Research findings could provide a scientific insight for hospital managers to understand how they could increase the level of patients’ satisfaction and loyalty through high-quality services provided by quality management enablers.
Research limitations/implications
This study has been conducted based on the expert’s opinions from private hospitals located in Tehran and Alborz provinces, Iran. Although the results could be useful for hospital managers in different places and could provide them a valuable insight and knowledge, findings are limited to Iranian private hospitals.
Originality/value
It is taken for granted that patients’ satisfaction and loyalty could increase as a result of high-quality medical and treatment services in hospitals. On the other hand, offering excellent services meeting all the needs and expectations of customers could be consequence product of quality management enablers. Even though satisfaction and loyalty of customers, i.e. patients, is the primary target of quality management, there is little research in the literature as to how enablers of quality management can secure the satisfaction and loyalty through increasing service quality in hospitals. The gap is more critical because the specialized dimensions of four research variables have not been previously integrated into a coherent framework and interrelationships among them have not been studied and clarified in detail. The current study attempts to bridge this gap.
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Alijanzadeh M, Zare SAM, Rajaee R, Fard SMAM, Asefzadeh S, Alijanzadeh M, Gholami S. Comparison Quality of Health Services between Public and Private Providers: The Iranian People's Perspective. Electron Physician 2016; 8:2935-2941. [PMID: 27790347 PMCID: PMC5074753 DOI: 10.19082/2935] [Citation(s) in RCA: 8] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/08/2016] [Accepted: 06/02/2016] [Indexed: 02/02/2023] Open
Abstract
INTRODUCTION Health services quality has been the most important criteria of judging, and its improvement causes people's satisfaction of health systems. In a health system, public and private sectors provide services and typically have been effective in promoting health services quality of community. The aim of this study was to compare the quality of health services in both public and private sectors from the perspective of residents in Qazvin (Iran). METHODS This cross-sectional study was conducted in 2014. The study population included all residents of Qazvin Province, and the sample size was estimated to 1002. The research tool was a perceptions of services quality standard questionnaire. Data were collected by trained interviewers visiting homes and were analyzed by IBM-SPSS software version 22 and t-test and linear regression. Cronbach's alpha coefficient was 0.91 and test-re-test coefficient was 83%. RESULTS 741 people (74%) in their last visit to receive services were referred to the public sector. Between the perception of people participating in the study about medical equipment and supplies, welfare facilities, competence and experience of doctor, waiting time, rapid reception, and access to doctor in public and private sectors, significant differences were observed (p < 0.05). In the tangible realm in perception of health services, there was a significant difference in quality between the public and private sectors (p < 0.05). In addition, place of receiving services, waiting time, education, occupation, and type of received services were affecting factors in regards to perceptions of health services from the perspective of Iran's population (p < 0.05). CONCLUSION The results showed the importance of a tangible realm on people's satisfaction of health services. It seems that the public sector should pay more attention to this issue.
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Affiliation(s)
- Mehran Alijanzadeh
- Ph.D. Candidate of Health Care Management, Social Determinants of Health Research Center, Qazvin University of Medical Sciences, Qazvin, Iran
| | - Seyed Ali Moosaniaye Zare
- Ph.D. Candidate of Health Services Management, Tehran Science and Research Branch, Islamic Azad University, Tehran, Iran
| | - Roya Rajaee
- M.Sc. of Health Care Management, School of Public Health, Shahid Beheshti University of Medical Sciences, Tehran, Iran
| | | | - Saeed Asefzadeh
- Ph.D. of Health Care Management, Professor, Social Determinants of Health Research Center, Qazvin University of Medical Sciences, Qazvin, Iran
| | - Mahnaz Alijanzadeh
- B.Sc. of Health Information Technology, Student Research Committee, Deputy of Research and Technology, Mazandaran University of Medical Sciences, Sari, Iran
| | - Soheyla Gholami
- M.Sc. of Health Care Management, Health Information Management Research Center, Hormozgan University of Medical Sciences, Bandar Abbas, Iran
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