Evaluation of service quality from patients’ viewpoint

Abbasi-Moghaddam, Mohammad Ali; Zarei, Ehsan; Bagherzadeh, Rafat; Dargahi, Hossein; Farrokhi, Pouria

doi:10.1186/s12913-019-3998-0

Cited by 86 publications

(77 citation statements)

References 30 publications

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“…Poor doctor-patient communication affects overall medical care (4,5,22,30), but in the case of Kazakhstan we have revealed that miscommunication is just one of the factors affecting doctor-patient interactions. From 2017 to 2018, all medical schools in Kazakhstan implemented "Communication skills" as a separate and mandatory course in the medical curriculum (34).…”

Section: Discussionmentioning

confidence: 88%

“…Patient perceptions of the physician consultation, provision of information to patients and the environment of delivering services are what determine the patient's perception of quality of services in clinics (1,22). For patients, the process and quality of interactions with health professionals had more signi cant effects on the patients' perceived value rather than environmental features of quality of service delivery which had no signi cant effect on perceived value or overall satisfaction (5,6).…”

Section: Introductionmentioning

confidence: 99%

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Dissatisfaction between medical providers and patients in the Republic of Kazakhstan.

Zhumadilova

Kozhakhmetova

Kuanyshbayeva

et al. 2020

Preprint

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Background: Dissatisfaction among patients towards health care providers remains a serious concern in the Republic of Kazakhstan that requires further attention(1-3). Patient-centred care, trust between patients and medical providers, the involvement of patients in their own treatment process, and effective communication are major areas in need of strengthening in order to improve outcomes of medical care (4-7). The objective of this study was to broaden the investigation of patient dissatisfaction to various departments from different medical facilities in the city of Nur-Sultan and examine additional factors that may be influencing provider-patient communication and contributing to patient dissatisfaction. Methods: This cross-sectional study of 500 patients (response rate, 85.4%) and 500 health care providers (response rate, 86.4%) from one private and one state hospital and two state policlinics (outpatient departments) in the city of Nur-Sultan, Kazakhstan, used questionnaires containing the Patient-Practitioner Orientation Scale (PPOS) and scales assessing life and job satisfaction, job effort-job reward balance, and patient evaluation of communication. Results: Our study showed that the majority of health care providers and patients were doctor-centred as opposed to patient-centred in their expectations of the doctor visit. The patient-centred orientation of health care providers was negatively correlated with age (P=0.000218) and life satisfaction (P=0.000001). In patients, contrarily, patient-centredness was enhanced by higher life satisfaction (P=0.040), although negatively correlated with age (P=2.659E-21). Conclusions: The results of this study demonstrate that younger health care providers and those with lower life satisfaction expect a more patient-centred approach to the doctor visit. Older respondents and those with higher life satisfaction, in contrast, reported doctor-centred attitudes. The majority of younger patients have a stronger belief in good health associated with patient-centred care whereas the older population preferred a more doctor-centred approach to care. In all patients, the preference for patient-centred care was associated with higher satisfaction in life.

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Section: Discussionmentioning

confidence: 88%

Section: Introductionmentioning

confidence: 99%

Dissatisfaction between medical providers and patients in the Republic of Kazakhstan.

Zhumadilova

Kozhakhmetova

Kuanyshbayeva

et al. 2020

Preprint

View full text Add to dashboard Cite

show abstract

“…A questionnaire was completed Data were analyzed by SPSS 23. After the descriptive tests, linear regression analysis was applied to measure the effect of service quality variables and demographic characteristics on patient satisfaction (22).…”

Section: Methodsmentioning

confidence: 99%

Predictors of Patient Satisfaction; Quality Dimensions and Demographic Characteristics

Farrokhi

Hashjin

Bagherzadeh

et al. 2020

Preprint

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Background: The healthcare industry is increasingly growing in a competitive atmosphere. One of the essential key issues for the survival of healthcare organizations is patient satisfaction. This study aimed to investigate the impact of health service quality and demographic characteristics on patient satisfaction with outpatient departments at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran.Method: This cross-sectional study was conducted in 2018. A sample of 400 patientsreferring to outpatient departments at teaching hospitalswasrandomly selected. A valid and reliable questionnaire was used to collect data which were then analyzed by using SPSS 23. Results: The mean scores of service quality and patient satisfaction were 3.73 ± 0.51 and 3.61 ± 0.97 out of 5, respectively. Moreover, patients’ demographic characteristics; age, marital status, residence area, and service quality dimensions; admission process, physician consultation, service costs, accessibility, and appointment were identified as the most effectivefactors on patient satisfaction. Conclusion: In order to increase patient satisfaction, physicians and reception staff are advised to provide patients with useful information and cost-effective services. Nonetheless,it seems necessary for teaching hospitalsto establish plans which facilitate payment, appointment, and examination process.

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“…Some studies link patient satisfaction and the perception of quality with state-of-the-art equipment and modern technologies in medical facilities [7,14,16]. However, other studies show that new technologies and equipment are not necessarily the key to delivering patient-centered care or even in gaining patient satisfaction [9,10,12]. Organizational influences that determine emphases on the use of technology and other factors in patient-centered care include policies, resources, social norms, managerial commitment, training programs, and employee empowerment.…”

Section: Introductionmentioning

confidence: 99%

Dissatisfaction between medical providers and patients in the Republic of Kazakhstan.

Zhumadilova

Kozhakhmetova

Kuanyshbayeva

et al. 2020

Preprint

View full text Add to dashboard Cite

Background: Dissatisfaction among patients towards health care providers remains a serious concern in the Republic of Kazakhstan that requires further attention [1,2,3,4,5]. Patient-centered care, trust between patients and medical providers, the involvement of patients in their own treatment process, and effective communication are major areas in need of strengthening in order to improve outcomes of medical care [6-10]. The objective of this study was to broaden the investigation of patient dissatisfaction to various departments from different medical facilities in the city of Nur-Sultan and examine additional factors that may be influencing provider-patient communication and contributing to patient dissatisfaction. Methods: This cross-sectional study of 500 patients (response rate, 85.4%) and 500 health care providers (response rate, 86.4%) from one private and one state hospitals and two state policlinics in the city of Nur-Sultan, Kazakhstan, used questionnaires containing the Patient-Practitioner Orientation Scale (PPOS) and scales assessing life and job satisfaction, job effort-job reward balance, and patient evaluation of communication. Results: Our study showed that the majority of health care providers and even patients were doctor-centered as opposed to patient-centered in their expectations of the doctor visit. The patient-centered orientation of health care providers was negatively correlated with age (P=0.000218) and life satisfaction (P=0.000001). In patients, contrarily, patient-centeredness was enhanced by higher life satisfaction (P=0.040), although negatively correlated with age (P=2.659E-21). Conclusions: The results of this study demonstrate that younger health care providers and those with lower life satisfaction expect a more patient-centered approach to the doctor visit. Older respondents and those with higher life satisfaction, in contrast, reported doctor-centered attitudes. The majority of younger patients have a stronger belief in good health associated with patient centered care whereas the older population preferred a more doctor-centered approach to care. In all patients, the preference for patient-centered care was associated with higher satisfaction in life.

show abstract

Evaluation of service quality from patients’ viewpoint

Cited by 86 publications

References 30 publications

Dissatisfaction between medical providers and patients in the Republic of Kazakhstan.

Dissatisfaction between medical providers and patients in the Republic of Kazakhstan.

Predictors of Patient Satisfaction; Quality Dimensions and Demographic Characteristics

Dissatisfaction between medical providers and patients in the Republic of Kazakhstan.

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