A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

Abstract

PurposeThis study takes a divergent approach to exploring which construct is more predictive of patient satisfaction (SAT) in a service dominant economy within the context of a healthcare setting.Design/methodology/approachApplying a critical analysis of literature, a service value (SV) model for customer SAT is proposed in this study, which is validated and confirmed with survey data from outpatients at Moorfields Eye Hospital – a world class specialist hospital based in the UK.FindingsQuality of service had the strongest impact on SV but SV had the strongest impact and mediation effect on patient SAT.Research limitations/implicationsThe study concludes that since SV rather than quality of service is more predictive of patient SAT, health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.Practical implicationsHealth service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.Social implicationsThis poses a strong argument in favour of a paradigm shift in focus from quality of service-based model to service value-based model for greater patient satisfaction.Originality/valueThis is the first study exploring the inter-relationship of four constructs of patient SAT within the context of a leading major UK healthcare hospital service.

The Delivery Model of Perceived Medical Service Quality Based on Donabedian's Framework

“…5,6 Moreover, several questionnaires were developed based on the SERVQUAL model, including SERVPERF and HEALTHQUAL. 7,8 In addition to assessing medical care using the concept of perceived service quality, researchers have delved into theories and empirical studies concerning medical service quality and patient satisfaction, such as Ampaw et al, 9 Ali and Dzandu, 10 and Kurti et al 11 Medical care is a service process provided by medical staff, and the evaluation of medical services should be based on the patient's specific experience throughout the medical procedure. 4,12,13 The quality of healthcare is influenced by the equipment and professionalism of medical staff, which is directly perceived by the patients.…”

“…5,6 Moreover, several questionnaires were developed based on the SERVQUAL model, including SERVPERF and HEALTHQUAL. 7,8 In addition to assessing medical care using the concept of perceived service quality, researchers have delved into theories and empirical studies concerning medical service quality and patient satisfaction, such as Ampaw et al, 9 Ali and Dzandu, 10 and Kurti et al 11…”