Assessment of Healthcare Service Quality

2020 ◽  
pp. 271-291
Author(s):  
Segufta Dilshad ◽  
Afsana Akhtar ◽  
S. S. M. Sadrul Huda ◽  
Nandeeta Samad
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Research Approach ◽  
Healthcare Facilities ◽  
Level Of Satisfaction ◽  
Related Quality ◽  
Private And Public

The service quality measurement of healthcare services is always a big concern for the hospitals, patient rights activists, regulators, and general patients. This study deals with quality assessment of healthcare facilities concerning the private and public health facilities of Dhaka, Bangladesh. This study follows the survey research approach. Using the purposive sampling method, the individuals have been selected from households who have received healthcare services from public or private hospitals of Dhaka city in last year. The study collected data among 410 respondents. Standard statistical software (i.e., SPSS and STATA) have been used to analyze the data. This study confirms existing evidence that Bangladeshi patients have a growing concern with lower level of satisfaction in public healthcare services. The respondents faced multi-dimensional problems, characterized by a low level of overall service quality, interpersonal service quality, and technical or treatment-related quality at public hospitals. Further research is recommended to analyze the issues further.

Management of public healthcare facilities in the Philippines: issues and concerns

2019 ◽  
Vol 25 (10) ◽  
pp. 1-17 ◽  
Author(s):  
Ramiro Z Dela Cruz ◽  
Ruth A Ortega-Dela Cruz
Keyword(s):  
Healthcare Delivery ◽  
Healthcare Services ◽  
The Philippines ◽  
Public Hospitals ◽  
Public Health Care ◽  
Public Healthcare ◽  
Healthcare Facilities ◽  
Descriptive Research ◽  
Primary Means ◽  
Insufficient Knowledge

Background/Aims Public hospitals are the primary means of healthcare delivery in developing countries. Given the pressing need for efficient health services, it is imperative to know the extent to which a country's public healthcare institutions meet an ever increasing public demand. This study aimed to assess the state of hospital facilities among public health care institutions in a developing country. Methods Descriptive research methods were used, including needs analysis along with management and client satisfaction surveys, in order to analyse information on issues that related to the management of hospital facilities in the Philippines. Various members of the hospital community were selected to assess different aspects of hospital management. Results The results of this study show that most concerns stemmed from the lack of financial resources, materials, equipment and technological innovations; insufficient knowledge, skills and human resources; and problems that related to processes and methodologies. Conclusions Public hospitals are in dire need of facility upkeep to maintain their operations. This has become a more pressing concern because of the very limited resources at the disposal of public hospitals. This study also highlighted the crucial role played by the national government in finding effective and efficient ways to address these issues and concerns to ensure successful delivery of healthcare services in the country.

scholarly journals Assessing Spatial Accessibility to Medical Resources at the Community Level in Shenzhen, China

2019 ◽  
Vol 16 (2) ◽  
pp. 242 ◽  
Author(s):  
Lei Zhu ◽  
Shuang Zhong ◽  
Wei Tu ◽  
Jing Zheng ◽  
Shenjing He ◽  
...  
Keyword(s):  
Population Data ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Community Level ◽  
Spatial Accessibility ◽  
Public Healthcare ◽  
Health Coverage ◽  
Medical Resources ◽  
Private And Public ◽  
The City

Spatial accessibility to medical resources is an integral component of universal health coverage. However, research evaluating the spatial accessibility of healthcare services at the community level in China remains limited. We assessed the community-level spatial access to beds, doctors, and nurses at general hospitals and identified the shortage areas in Shenzhen, one of the fastest growing cities in China. Based on hospital and population data from 2016, spatial accessibility was analyzed using several methods: shortest path analysis, Gini coefficient, and enhanced 2-step floating catchment area (E2SFCA). The study found that 99.9% of the residents in Shenzhen could get to the nearest general hospital within 30 min. Healthcare supply was much more equitable between populations than across communities in the city. E2SFCA scores showed that the communities with the best and worst hospital accessibility were found in the southwest and southeast of the city, respectively. State-owned public hospitals still dominated the medical resources supply market and there was a clear spatial accessibility disparity between private and public healthcare resources. The E2SFCA scores supplement more details about resource disparity over space than do crude provider-to-population ratios (PPR) and can help improve the efficiency of the distribution of medical resources.

Developing a framework for fire safety management plan: the case of Malaysia's public hospital buildings

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mastura Jaafar ◽  
Nuzaihan Aras Agus Salim ◽  
Naziah Muhamad Salleh ◽  
Mohd Zailan Sulieman ◽  
Norhidayah Md Ulang ◽  
...  
Keyword(s):  
Fire Safety ◽  
Public Hospital ◽  
Safety Management ◽  
Action Plan ◽  
Management Plan ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Research Approach ◽  
Content Type ◽  
Healthcare Facilities

PurposeGlobally, several studies have shown that hospital building is charged with multiple inherent risks because a large number of users are vulnerable in tragic events. Thus, the need for the fire safety management plan (FSMP) has been proved as an instrument to mitigate fire and related risks in healthcare facilities. In Malaysia, FSMP regarding public healthcare building is yet to be explored in-depth. Therefore, this paper explores the information necessary to develop the FSMP framework for public hospital buildings.Design/methodology/approachThe paper’s objectives were accomplished via a combination of five face-to-face interviews and observations of five selected public hospitals in Pulau Pinang, Malaysia. The five key participants were across the five public hospitals and collated data analysed through thematic analysis with the assistance of MAXQDA 2018.FindingsFindings show that fire safety stakeholders practice system, fire safety action plan and fire risk management were the three main variables that promote fire safety programme and will improve FSMP for Malaysia’s public hospital buildings.Research limitations/implicationsThis paper’s data collection is limited to Penang, Malaysia, and a qualitative research approach was used, but this does not deteriorate the strength of the findings. Future studies are needed to consider validating findings from this paper via a quantitative approach.Practical implicationsThe suggested framework can be employed by Malaysia’s public hospital authorities as a guideline to mitigate fire hazards in the country’s healthcare facilities.Originality/valueThis paper is encouraging hospital operators and other key stakeholders to improve on their FSMP for healthcare buildings across Malaysia as part of the study implications.

scholarly journals A comparison of the levels of satisfaction with the medical services provided by primary healthcare centers in selected communes in Lubelskie Voivodeship

2016 ◽  
Vol 126 (1) ◽  
pp. 8-12
Author(s):  
Daria Przybylska ◽  
Piotr Przybylski ◽  
Bartłomiej Drop ◽  
Krzysztof Czarnocki ◽  
Wojciech Przybylski ◽  
...  
Keyword(s):  
Family Medicine ◽  
Primary Healthcare ◽  
The Elderly ◽  
Healthcare Services ◽  
Medical Services ◽  
Public Healthcare ◽  
Healthcare Facilities ◽  
Primary Type ◽  
Primary Healthcare Centers

Abstract Introduction. Family medicine remains the primary type of medical services in Poland and it is supposed to treat both individual patients and the society as a whole. Due to the growing commercialization of the health service, most primary healthcare centers have transformed into non-public healthcare facilities. The public ones (called SPZOZ in Polish) account only for a small fraction of the whole number of primary healthcare facilities. The quality of medical services provided by such facilities, as patients see it, remains one of the key elements determining the development of family medicine centers. Aim. The aim of this paper was to assess patient satisfaction levels regarding the healthcare services they received in two primary healthcare institutions, both of the NZOZ and SPZOZ type, in a small town located close to Lublin. Material and methods. An anonymous survey was filled out by 30 patients of both a public and non-public healthcare center located in Niemce (Niemce Commune, Lublin District). The quality of services was assessed using an original questionnaire in the form of a poll. Results. The results obtained indicate a clear relationship between one’s trust to the physician, diagnosis accuracy and visiting the particular center again, in order to continue the treatment. For older subjects, it was nurses’ kindness and politeness that was the most important. The elderly appreciated the kindness and politeness of the nurses in particular. No significant differences were found between the institutions in respect of the overall perception of satisfaction with services. In terms of infrastructure assessment, the majority of positive feedback was provided for NZOZ. Conclusions. The findings above suggest that it is essential to conduct surveys on a regular basis, in order to check patients’ assessment of the service quality in various institutons.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

2018 ◽  
Vol 7 (3.30) ◽  
pp. 393
Author(s):  
Marcellia Susan ◽  
. .
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Clinical Care ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Care Process ◽  
Primary Data ◽  
Equation Modeling ◽  
The Public

Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.  

scholarly journals Publicly funded interfacility ambulance transfers for surgical and obstetrical conditions: A cross sectional analysis in an urban middle-income country setting

PLoS ONE ◽  
2020 ◽  
Vol 15 (11) ◽  
pp. e0241553
Author(s):  
Paul Truche ◽  
Rachel E. NeMoyer ◽  
Sara Patiño-Franco ◽  
Juan P. Herrera-Escobar ◽  
Myerlandi Torres ◽  
...  
Keyword(s):  
Surgical Care ◽  
Healthcare Facility ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Publicly Funded ◽  
Cross Sectional ◽  
Middle Income ◽  
Healthcare Facilities ◽  
Timely Access ◽  
Surgical Conditions

Introduction Interfacility transfers may reflect a time delay of definitive surgical care, but few studies have examined the prevalence of interfacility transfers in the urban low- and middle-income (LMIC) setting. The aim of this study was to determine the number of interfacility transfers required for surgical and obstetric conditions in an urban MIC setting to better understand access to definitive surgical care among LMIC patients. Methods A retrospective analysis of public interfacility transfer records was conducted from April 2015 to April 2016 in Cali, Colombia. Data were obtained from the single municipal ambulance agency providing publicly funded ambulance transfers in the city. Interfacility transfers were defined as any patient transfer between two healthcare facilities. We identified the number of transfers for patients with surgical conditions and categorized transfers based on patient ICD-9-CM codes. We compared surgical transfers from public vs. private healthcare facilities by condition type (surgical, obstetric, nonsurgical), transferring physician specialty, and transfer acuity (code blue, emergent, urgent and nonurgent) using logistic regression. Results 31,659 patient transports occurred over the 13-month study period. 22250 (70.2%) of all transfers were interfacility transfers and 7777 (35%) of transfers were for patients with surgical conditions with an additional 2,244 (10.3%) for obstetric conditions. 49% (8660/17675) of interfacility transfers from public hospitals were for surgical and obstetric conditions vs 32% (1466/4580) for private facilities (P<0.001). The most common surgical conditions requiring interfacility transfer were fractures (1,227, 5.4%), appendicitis (913, 4.1%), wounds (871, 3.9%), abdominal pain (818, 3.6%), trauma (652, 2.9%), and acute abdomen (271, 1.2%). Conclusion Surgical and obstetric conditions account for nearly half of all urban interfacility ambulance transfers. The most common reasons for transfer are basic surgical conditions with public healthcare facilities transferring a greater proportion of patient with surgical conditions than private facilities. Timely access to an initial healthcare facility may not be a reliable surrogate of definitive surgical care given the substantial need for interfacility transfers.

scholarly journals Strategizing Public Sector Hospitals In Megacity Karachi: A Case Study On Gender Based Healthcare Facility Selection Criteria And Concerns (From Demand And Supply Perspective)

2019 ◽  
Vol 19 (1) ◽  
pp. 179-196
Author(s):  
Shamaila Burney ◽  
Khalid Mahmood Iraqi
Keyword(s):  
Public Sector ◽  
Selection Criteria ◽  
Healthcare Facility ◽  
Health Care Facilities ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Demand And Supply ◽  
Healthcare Facilities ◽  
The Public

Karachi is the most populous city in Pakistan and it plays an important role in urban demography of Pakistan. It is growing rapidly, as every fifth urban citizen lives here. This urbanization creates serious challenges for all sectors of Karachi. Especially the health sector, from demand and supply view point is facing serious challenges in terms of non-availability of qualified doctors, specifically female doctors, medicines, latest equipment, poor infrastructure, and patient’s queues belonging to other rural areas because of the lack of quality healthcare facilities, makes the public hospitals crowded and overburdened. Like all over Pakistan, public sector hospitals are very much neglected in Karachi also and needs special consideration. The focus should be on developing patient oriented supply chains for efficient patient’s care and healthcare facilities. Moreover, the case study of Qatar hospital a part of our basic research study also highlighted the depriving condition for women patients’ in Emergency Department, because only male doctors are there but female doctors are not available. Although we observed that the gender wise daily patient flow was consist of 65% females, whereas only 35% male patients. The study suggests that there is an urgent need of women doctors and paramedics staff in the public sector hospitals of suburbs of Karachi. This paper presents a synoptic view of concerns of the residents of Karachi, and identification of their selection criteria of health care facilities. The study also aimed to provide solutions and recommendations for the improvement of these facilities. Cross sectional questionnaire and random sampling with two stage clusters sampling was used to record the responses of 1991 households, 46% respondents were female and 54% were male. Among the total of 11127 respondents, only 580, (5.2 %) sought treatment in public health hospitals and, 2440 (21.9 %) visited private hospitals. Research results shows that Cost is the only significant factor because of which people opt for treatment at public healthcare facility.

scholarly journals Customer Satisfaction towards Paragliding Services in Pokhara

2019 ◽  
Vol 8 ◽  
pp. 43-59
Author(s):  
Bikash Thapa Magar ◽  
Deennath Lamichhane ◽  
Surya Mohan Adhikari ◽  
Dibbya Laxmi Chalise ◽  
Shilu Chalise
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Measurement ◽  
Landing Site ◽  
Primary Data ◽  
Group Discussions ◽  
Perceived Service Quality ◽  
Service Value ◽  
Level Of Satisfaction ◽  
Value Measurement

Customer satisfaction is an important aspect of successful business. So, every business should maintain a good relationship with its customers to enhance loyalty and increase profit. Many tourists participate in paragliding in Pokhara. Its revenue contribution is Rs. 300 million to Rs. 500 million per year. This research aims to assess the overall satisfaction of customers in paragliding through measurement of perceived service quality and perceived service value applying descriptive and analytical methods. The former is measured by the constructs: Reliability, Assurance, Tangibility, Empathy, and Responsiveness while the latter is measured by the constructs: Price, Scenery, and Thrill. The landing site near Phewa Lake was chosen as the study area. A convenient sample of 150respondents was selected for the study. Questionnaire was constructed to elicit primary data on independent variables and was evaluated on five-point Likert Scale. Focused group discussions supplemented the study. Mean score of different variables revealed that the contribution of perceived service quality to customer satisfaction is higher than that of perceived service value. Among the four significant variables- Reliability, Price, Scenery, and Thrill, the Reliability has higher contribution in Perceived Service Quality measurement. Similarly, the Price has higher contribution in Perceived Service Value Measurement. Overall, the level of satisfaction in paragliding among customers is found good. Further studies are needed to establish causal relationship between customer satisfaction and other demographic variables.

An Analysis of Users’ Perceptions on Health Facilities in Mumbai

2014 ◽  
Vol 1 (2) ◽  
Author(s):  
Hiral Sheth
Keyword(s):  
Health Services ◽  
Health Sector ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Public Health Services ◽  
Policy Objective ◽  
Private Health Sector ◽  
The Government ◽  
High Level

The new challenges of globalisation have made it essential to achieve and sustain a high level of efficiency in the provision of healthcare. Even though the Government of Maharashtra clearly views assuring efficiency and providing public health services to the people as an important policy objective, data reveals that the amount of resources spent on public healthcare especially public hospitals is very meagre as compared to the needs of the population. This study attempts to understand the shift from public to the private health sector by the users of health services in the city of Mumbai. This changing trend towards increasing use of private hospitals for healthcare services was analysed to understand the specific reasons behind the privatisation of health services in this metropolitan city. Using primary survey, the analysis revealed that majority of the users preferred private hospital services due to various reasons like cleanliness, better infrastructure, efficient and competent doctors and other staff. The results also indicated significant inefficiencies in the functioning of the public hospitals as noted from the responses of the users.

Sign in / Sign up

Export Citation Format

Share Document