A brief questionnaire for assessing patient healthcare experiences in low-income settings

Abstract

The I-PAHC on O-PAHC questionnaires can be useful in assessing patients' evaluations of care delivery in low-income settings. The questionnaires are brief and can be integrated into health systems strengthening efforts with the support of leadership at the health facility and the country levels.

Satisfaction measurement instruments for healthcare service users: a systematic review

“…Even though patient satisfaction has been widely studied in healthcare, no gold standard instrument or even a validated instrument was found for many different contexts 20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,41,42,43,44,45,46,47,48,49,50,51,52,53,54,55,56 . The option to develop new instruments by the healthcare organizations can reflect the specificity of each culture or health settings, but, at the same time, this phenomenon can show a gap in state-of-the-art approaches in this area.…”

“…Only four studies demonstrated low scores ("poor") 23,37,40,41 and eleven studies had at least one property categorized as excellent 21 Table 1 Characteristics of the studies. …”

Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

“…Comparing the service quality expectations with perceptions, we can see the top 10 This shows that the five dimensions of tangible have the biggest gap between the service quality expectations and perceptions. So, CCIC need to increase investment in tangible aspects in order to improve their service quality.…”

“…Responsiveness 7.926 [4] 8.179 [4] −0.253 [2] 1 7.893 [15] 8.177 [14] −0.284 [9] 2 7.978 [10] 8.180 [13] −0.202 [18] 3 7.944 [11] 8.193 [12] −0.249 [11] 4 7.943 [12] 8.171 [16] −0.228 [15] 5 7.873 [17] 8.174 [15] −0.301 [7] Assurance 8.034 [1] 8.222 [3] −0.188 [5] 6 8.000 [7] 8.248 [5] −0.248 [13] 7 8.064 [4] 8.231 [9] −0.167 [19] 8 8.177 [1] 8.240 [7] −0.063 [22] 9 7.897 [14] 8.170 [17] −0.273 [10] Reliability 8.004 [3] 8.238 [2] −0.234 [3] 10 7.888 [16] 8.210 [11] −0.322 [6] 11 7.983 [9] 8.252 [3] −0.268 [11] 12 8.036 [6] 8.24...…”

“…For measuring the service quality, a 22-item questionnaire instrument called SERVQUAL was proposed by Parasuraman et al [1]. Since then, the SERVQUAL questionnaire has been used to analyze service quality within diverse organizations, such as retailing organizations [2], airline industry [3], restaurants [31], hotel [4,23,33], higher education [5,26], urban transportation [6,7], public or private health care [8,9,10,11,27,35], information system [12], e-learning [14], hot spring industry [13,37], condominium management [28,32], Internet service [14,24,29,36], supply chain [15], banking [16]; [21], logistics industry [17], alcohol treatment [34], enterprise resource planning (ERP) systems [18], library [30], telecommunication sector [5], tourism industry [19], online travel agencies [22], after-sale Service in Manufacturing [25], public service [20], crisis and emergency management [38], and so on. But SERVQUAL has not been applied to certification & inspection industry so far.…”