Participants’ Perspectives on Healthcare Service Quality in Multispecialty Hospitals: A Qualitative Approach

Upadhyai, Raghav; Jain, Arvind Kumar; Roy, Hiranmoy; Pant, Vimal

doi:10.1177/0972063420938471

Cited by 4 publications

(8 citation statements)

References 47 publications

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“…Service delivery refers to the social aspects of the physical environment (Jessup et al, 2020) including service mannerisms such as empathy, friendliness, and kindness toward the patients (Upadhyai et al, 2020). It is evaluated differently compared to other service environments like restaurants, banks, or airlines.…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Rahman

Newaz

et al. 2022

Front. Psychol.

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This study aimed to examine the healthcare service environment, patients' experience, and responses toward healthcare services in private general practice (GP) clinics. Self-administered questionnaires were used for collecting data from 367 respondents with prior experience in visiting the general practice clinics in Malaysia. SmartPLS statistical tool was used to test the underlying hypotheses. The results revealed that ambiance, service delivery, interior decor, and cleanliness had a significant influence on patients' trust and satisfaction while the exterior design is neither associated with satisfaction nor trust. Patients' satisfaction and trust had a higher significant effect on their repatronage intention, willingness to pay for a premium healthcare service, and engagement in word-of-mouth for healthcare services. In practice, both the service delivery and ambiance features of the healthcare services environment might be optimized by GP clinics. This research provides significant insights from the patients' perspective toward the GP clinics' healthcare services environment.

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Section: Literature Reviewmentioning

confidence: 99%

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Rahman

Newaz

et al. 2022

Front. Psychol.

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“…This is a particularly salient finding as healthcare operates with a high degree of information asymmetry, where patients often lack knowledge to evaluate the benefits and side effects of treatment. 37 Research has found that shared decision making (SDM), a model of interaction between providers and patients in which both participants contribute to the medical decision-making process, and the provider explains the benefits and risks of each treatment option, improves medication adherence. 38 Further, qualitative research has found that patient education efforts, physician training in interpersonal skills, and efforts to engage patients in SDM may positively impact mistrust of physicians in racial/ethnic minority populations and help improve medication adherence and diabetes outcomes.…”

Section: Discussionmentioning

confidence: 99%

Patient and Provider Perspectives on Medication Non-adherence Among Patients with Depression and/or Diabetes in Diverse Community Settings – A Qualitative Analysis

Hamilton¹,

Blanco²,

Selek³

et al. 2022

PPA

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Background Diabetes and depression affect a significant percentage of the world’s total population, and the management of these conditions is critical for reducing the global burden of disease. Medication adherence is crucial for improving diabetes and depression outcomes, and research is needed to elucidate barriers to medication adherence, including the intentionality of non-adherence, to intervene effectively. The purpose of this study was to explore the perspectives of patients and health care providers on intentional and unintentional medication adherence among patients with depression and diabetes through a series of focus groups conducted across clinical settings in a large urban area. Methods This qualitative study utilized a grounded theory approach to thematically analyze qualitative data using the framework method. Four focus groups in total were conducted, two with patients and two with providers, over a one-year period using a semi-structured facilitation instrument containing open-ended questions about experiences, perceptions and beliefs about medication adherence. Results Across the focus groups, communication difficulties between patients and providers resulting in medication non-adherence was a primary theme that emerged. Concerns about medication side effects and beliefs about medication effectiveness were identified as perceptual barriers related to intentional medication non-adherence. Practical barriers to medication adherence, including medication costs, forgetting to take medications and polypharmacy, emerged as themes related to unintentional medication non-adherence. Conclusion The study findings contribute to a growing body of research suggesting health system changes are needed to improve provider education and implement multicomponent interventions to improve medication adherence among patients with depression and/or diabetes, both chronic illnesses accounting for significant disease burden globally.

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“…HSQ is usually evaluated as the gap between health care seekers' expectations and their perception of performance. The dimensions on which HSQ is measured vary from being unidimensional to as large as having ten dimensions [2]. SERVQUAL is a widely used instrument to measure the service quality gap between customer expectations and perceptions on five dimensions [3].…”

Section: Introductionmentioning

confidence: 99%

“…Consequently, patients/attendants are left with no option but to believe in what they have been informed of or delivered. The patient/attendant is considered as a layman in evaluating the fundamental medical/clinical care [2]. HSQ evaluations, therefore, tend to be biased toward a process of delivery and physical settings of hospitals that a patient/attendant can easily evaluate.…”

Section: Introductionmentioning

confidence: 99%

“…Hospital service quality literature seemingly sheds little light on relevant questions: [1] What could be a possible way to evaluate service quality considering the dyadic nature of professional exchange in the service relationship? [2] Which dimensions are reflective of these dyadic exchanges? The dyadic perspective of measuring hospital service quality will pave a new way for not only assessing the service quality gap between customer expectations and perceptions but also measuring knowledge and perception gap [11] benefiting seekers, practitioners, hospital managers and administrators.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Development and validation of a scale for measuring hospital service quality: a dyadic approach

Upadhyai

Upadhyai²,

Jain

et al. 2021

JHR

Self Cite

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PurposeThis study integrates the providers' perspective as well as the patient's perspective in developing and validating a scale to measure hospital service quality in multispecialty hospitals.Design/methodology/approachAn exploratory sequential mixed-method approach was used in this study. The strategies used included a thematic literature review, semi-structured interviews, modified Delphi and confirmatory factor analysis.FindingsThe reliability coefficient of 41 item scale was 0.963 with each attribute, that is, pivotal, core and peripheral, having a Cronbach's alpha of 0.907, 0.91 and 0.891, with scale content validity (S-CVI Ave) of 0.9151. The composite reliability scores of all constructs were greater than 0.7, with an Average Variance Explained (AVE) of all items greater than 0.5.Originality/valueThe instrument can be used to measure the difference between what service providers believe customers expect and customers’ actual needs and expectations. The scale can be used to measure the difference between what is delivered (as perceived by the provider) and what customers perceive they have received (because they are unable to accurately evaluate service quality). The dyadic approach of administering this questionnaire in measuring hospital service quality will lead to the identification of a knowledge gap and a perception gap in delivering hospital service quality.

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Participants’ Perspectives on Healthcare Service Quality in Multispecialty Hospitals: A Qualitative Approach

Cited by 4 publications

References 47 publications

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Patient and Provider Perspectives on Medication Non-adherence Among Patients with Depression and/or Diabetes in Diverse Community Settings – A Qualitative Analysis

Development and validation of a scale for measuring hospital service quality: a dyadic approach

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