Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”

Al-Damen, Rula

doi:10.5539/ijbm.v12n9p136

Cited by 57 publications

(56 citation statements)

References 22 publications

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“…Although care is free in public facilities, patients were worried about indirect costs of purchasing drugs or getting tested outside the facility-an ongoing concern in the provision of primary health care (especially for chronic illness) in LMICs [51]. These findings are also congruent with research done on patient views about the quality of primary care in Jordan-an upper middle income country-where constructs related to costs and delivery of service had the most positive impact on overall satisfaction of patients [52]. In Uganda, patients in both public and private facilities expressed that they prefer health workers who are compassionate and listen.…”

Section: Factors Shaping Patients' Health Needs and Expectationsmentioning

confidence: 52%

Patient perspectives on interpersonal aspects of healthcare and patient-centeredness at primary health facilities: A mixed methods study in rural Eastern Uganda

et al. 2020

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Introduction Patient-centered care (PCC) is an approach to involve patients in health care delivery, to contribute to quality of care, and to strengthen health systems responsiveness. This article aims to highlight patient perspectives by showcasing their perceptions of their experience of PCC at primary health facilities in two districts in Uganda. Methods A mixed methods cross-sectional study was conducted in three public and two private primary health care facilities in rural eastern Uganda. In total, 300 patient exit survey questionnaires, 31 semi-structured Interviews (SSIs), 5 Focus Group Discussions (FGDs) and 5 feedback meetings were conducted. Data analysis was guided by a conceptual framework focusing on (1) understanding patients' health needs, preferences and expectations, (2) describing patients perceptions of their care experience according to five distinct PCC dimensions, and (3) reporting patient reported outcomes and their recommendations on how to improve quality of care. Results Patient expectations were shaped by their access to the facility, costs incurred and perceived quality of care. Patients using public facilities reported doing so because of their proximity (78.3% in public PHCs versus 23.3% in private PHCs) and because of the free services availed. On the other hand, patients attending private facilities did so because of their perception of better quality of care (84.2% in private PHCs versus 21.7% in public PHCs). Patients expectations of quality care were expressed as the availability of medication, shorter waiting times, flexible facility opening hours and courteous health workers.

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Section: Factors Shaping Patients' Health Needs and Expectationsmentioning

confidence: 52%

Patient perspectives on interpersonal aspects of healthcare and patient-centeredness at primary health facilities: A mixed methods study in rural Eastern Uganda

et al. 2020

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“…This study also states that responsive dimensions have a lower impact than the guarantees, reliability and tangibility dimensions and statistically insignificant differences. This is due to the lack of staff in the hospital is also a heavy workload [21][22][23][24][25][26][27][28].…”

Section: Discussionmentioning

confidence: 99%

Factors Affecting Dental Center Service Quality in Indonesia

Akbar

Pasinringi

Awang

2019

Pesqui. bras. odontopediatria clín. integr.

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To identify factors affecting dental center service quality in Bantaeng Regency, Indonesia. Material and Methods: This study used a pilot pathfinder design and analysed a sample of 114 subjects. Data were collected using a questionnaire designed for the study based on model of service quality which consists of two parts: the subject's demographic characteristics and a 30 item questionnaire to measure the five dimensions of the service quality, include tangibility (7 question), reliability (9 question), responsiveness (6 question), assurance (4 question) and empathy (4 question). Five points Likert Scale were used to evaluate all dimension in questionnaire (1= strongly disagree, 5=strongly agree). The data were analyzed using SPSS 24.0 and Amos 18.0 to get the mean, standard deviation and confirmatory factor. Results: The most important thing of each dimensions were "the clinic employees should be clean, neat, tidy and appropriate to their professions"(4.08) on tangibility, "The dentist should give patients useful and necessary advice for preventing them from other diseases" (4.12) on reliability, "A secretary should always be accountable for arranging the time of treatment session by phone or in person" (4.06) on responsiveness, "In a good dental clinic, the employees should always behave towards patients with respect and courtesy and ensure their privacy" (4.11) on assurance and "The clinic employees should pay particular attention to each patient's costs of dental services and should be assured that they are affordable for patients" (4.22) on empathy. Results showed that tangibility, reliability, and assurance have the highest effect on dental service quality in Bantaeng District. Meanwhile, the responsiveness dimensions have the lowest effects. Conclusion: Assurance, reliability, tangibility/physical condition are the factors affecting dental service quality in Bantaeng Regency.

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“…Assessing satisfaction and loyalty are: 0 = Strongly disagree, 1 = Disagree, 2 = Neutral, 3 = Agree, 4 = Strongly agree. Furthermore, these dimensions are classified into categories: Low: 1-2.33, medium 2.34-3.66, and high: 3.67-5.00 [19]. Data analysis used in this research is descriptive analysis method which is a way to formulate data and data on satisfaction and loyalty of health facilities in Polewali Mandar seen from the quality of existing services based on sample results.…”

Section: Exclusion Criteriamentioning

confidence: 99%

The Effect of Health Services Quality on Satisfaction and Loyalty in West Sulawesi Province, Indonesia

Akbar

Ulfah

Maretta

2020

Open Access Maced J Med Sci

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OBJECTIVE: The objective of the study was to evaluate the patient satisfaction and loyalty to the quality of community dental and oral health services from various dimensions. MATERIALS AND METHODS: This study used a pilot pathfinder, which was conducted in Polewali Mandar District in 2019. The subjects consisted of 458 people. Data were collected using a questionnaire, which was designed appropriate to this survey which consists of 67 questions with responses in the form of bad, poor, moderate, good, and very good. Questions about dental and oral health service beliefs are grouped into four dimensions, ability, heart competence, intelligence, and trust. Beliefs were analyzed using the F-test and multiple regression. RESULTS: The dimensions of service quality toward satisfaction and loyalty were the dimensions of registration and the doctor which had an effect in community satisfaction and loyalty with p < 0.05. CONCLUSION: Communities in Wonomulyo Subdistrict, and Bulo Subdistrict, Polewali Mandar District largely have a significant interest in community satisfaction and loyalty with dental and oral health services.

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Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”

Cited by 57 publications

References 22 publications

Patient perspectives on interpersonal aspects of healthcare and patient-centeredness at primary health facilities: A mixed methods study in rural Eastern Uganda

Patient perspectives on interpersonal aspects of healthcare and patient-centeredness at primary health facilities: A mixed methods study in rural Eastern Uganda

Factors Affecting Dental Center Service Quality in Indonesia

The Effect of Health Services Quality on Satisfaction and Loyalty in West Sulawesi Province, Indonesia

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