Expectations and perceptions of clients concerning the quality of care provided at a Brazilian hospital facility

Mendes, Isabel Amélia Costa; Trevizan, María Auxiliadora; Godoy, Simone de; Nogueira, Paula Cristina; Ventura, Carla Aparecida Arena; Furlan, Claudia Elizangela Bis

doi:10.1016/j.apnr.2017.11.024

Cited by 13 publications

(14 citation statements)

References 26 publications

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“…This is while the "responsiveness" was the least important aspect. Our findings are in accordance with previous studies (4,9,27). Likewise, the assurance and responsiveness aspects had the highest and lowest importance respectively from patients' perspectives, a study performed in the UAE (28).…”

Section: Discussionsupporting

confidence: 92%

Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

et al. 2020

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Background: One of the basic steps to quality improvement in hospitals is to obtain patients’ feedback. Objectives: The aim of this study was to assess the quality of hospital services from patient’s perspective in hospitals affiliated with the Dezful University of Medical Sciences (DUMS), Dezful, Iran. Methods: In this cross-sectional study, 400 patients were selected from six hospitals of DUMS. The data was collected using the SERVQUAL questionnaire including 22 pairs of questions (organized in two aspects of service importance and performance) in 5 dimensions of tangibility, reliability, responsiveness, assurance and empathy. The importance-performance analysis (IPA) was used to determine the weaknesses of service quality and prioritizing the aspects requiring improvement. Results: The mean age of the patients was 38.5, 32% (n = 128) had academic degrees, 55% (n = 220) were self-employed, and 16.5% (n = 66) did not have health insurance. The average length of day was 7.8 ± 8.3 days. The mean score of the importance and performance were 4.37 ± 0.75 and 3.72 ± 0.94, respectively. The service quality gap was -0.65. Tangibility (-0.68) had the largest negative gap while the smallest gap was related to the reliability (-0.63). The gap between importance and performance was significantly negative in all attributes and dimensions (P < 0.001). The results of the IPA showed that the tangibility was located in the Q VI, reliability and assurance in the Q I, and the responsiveness and empathy in the Q III quadrants. Conclusions: Quality of hospital services did not meet patients’ expectations and there is a room for improvement and obviate the gaps. Decision-makers can further use the results of the IPA to effectively allocate limited resources giving special attentions to the organizational weaknesses.

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Section: Discussionsupporting

confidence: 92%

Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

et al. 2020

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“…Previous study argued that the primary focus to measure service quality of health care is by analyzing service performance. Yet, current studies suggest that researchers should also explore the gap between patients' expectations and perceptions (Mendes et al, 2018). Hospital competition creates positive effect on better provision of healthcare services (Li et al, 2015).…”

Section: Discussionmentioning

confidence: 94%

Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Bentum‐Micah

Wang

et al. 2020

jhms

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“…Conceptualising and measuring the quality of hospital services, as a service system, directly influence public health (Rasouli & Zarei, 2015) although are complex (Um and Lau, 2018). Measuring quality implies selecting and adopting some evidence-based criteria that include client satisfaction with the service they receive (Mendes et al, 2018). There is evidence that patient perceptions of health service quality strongly influence their choice of healthcare provider (Handayani et al, 2015;Rashid & Jusoff, 2009).…”

Section: Service Qualitymentioning

confidence: 99%

Impact of Service Quality on Patient Satisfaction: In a Public Hospital in Cap Vert

2020

EJBM

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Patient satisfaction is recognized as one of the most important quality dimensions and key success indicators in the health care industry. Identifying the most critical factors in hospitals related to the service quality will ensure survival and success in the future. This study aims to investigate patients' perception of the service quality provided by a public hospital in Cap Vert and propose some improvement measures. A questionnaire adapted from the ServPerf model was used to measure the patient's level of satisfaction. The findings of this study stated that all the dimensions namely reliable, responsiveness, assurance, empathy and tangibles are significantly related to the patient's satisfaction. Besides, the study also found that older patients, with less literacy and the ones with a greater number of children, feel more satisfied. Overall the perception of the patients about the service quality provided by the hospital and it's the satisfaction is quite poor. A report has been presented to the hospital administration, including results and suggestions in compliance with the findings.

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Expectations and perceptions of clients concerning the quality of care provided at a Brazilian hospital facility

Cited by 13 publications

References 26 publications

Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Impact of Service Quality on Patient Satisfaction: In a Public Hospital in Cap Vert

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