Determining healthcare services satisfaction of foreign patients: A field research (original) (raw)
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African Journal of Biomedical Research - Scopus Q3, 2025
The tourism sector has been one of the important driving forces behind the economic development experienced in Turkey in recent years, thanks to the new employment opportunities it has created and the positive contribution it has made to the national income and balance of payments. This development that tourism has brought to the economy has subsequently led to an increase in interaction with alternative areas. Health tourism is one of the leading areas, especially because it is a high value-added and foreign exchange-earning service sector. The main purpose of the study is to measure the service quality in medical tourism and to examine the relationships between it and patient satisfaction. Especially with the developments in health tourism in recent years, there has been an increase in the number of tourists coming to Turkey for holiday in this concept. Turkey has become an important center in Europe in the field of health tourism due to both the service quality and the applied pricing policy. In this context, the main purpose of the study is to determine the relationships between the dimensions of service quality in medical tourism and the demographic characteristics of the patients. In the study, the importance-performance analysis method was used for measuring the service quality, and the surveys were conducted with the participation of patients applying to private hospitals and foundation university hospitals. This research, which was conducted with quantitative methods, was applied in 6 private Hospitals and 2 University hospitals, and data was collected from 427 patients using the survey technique. The survey results in our research show that health tourism patients in Turkey generally experience a high level of satisfaction. In particular, positive feedback was received in areas such as treatment services, hospital equipment and communication quality. Foreign patients from 24 countries participating in the research stated that they were highly satisfied with the medical services in hospitals, hospital equipment, communication of hospital staff (higher among Russian speakers than Arabic speakers) and hotel services they received. Turkey has competitive advantages in the world in terms of its health tourism-equipped facilities, trained human capacity, geographical location and the ability to provide services at affordable prices. This study only examined people who receive medical treatment. There is not enough work for thermal tourism, SPA tourism, and elderly tourism. Turkey does not yet have a sufficient share of the market in these tourism segments of health tourism. Therefore, the issue should be addressed with the coordination of the Ministry of Health, the Ministry of Trade and the Ministry of Tourism on health tourism and long-term strategies should be created.
The Health Tourists' Satisfaction Level of Services Provided: A Cross-Sectional Study in Iran
Global Journal of Health Science, 2016
Introduction: Patient satisfaction with provided services is used as an indicator of health care quality. Patient satisfaction is defined as patient perception of provided care compared to expected care. This study was administered to evaluate the health tourists' satisfaction of provided services in Lorestan University of Medical Sciences affiliated hospitals in 2015. Method: In this descriptive case study, 1800 (696 (54.4%) men and 812 (45.6%) women, 74.5 province native) patients were selected by random sampling from among the patients of Lorestan University of Medical Sciences affiliated hospitals in 2015 spring. The data collection instrument is a semi-structured questionnaire in this study. The questionnaire has 62 general and specific items. Each of the specific items is scaled on four points; satisfied, fairly satisfied, dissatisfied and O.K.. In order to analyze the data both descriptive and inferential statistics were used. Results: Poldokhtar Imam Khomeini Hospital had the highest Level of satisfaction of 68 percent in all aspects (hoteling, discharge, paramedical, nurses, medical and admission) among the studied hospitals. Kuhdasht Imam Khomeini hospital had the lowest level of satisfaction of 53 percent. The overall satisfaction level in all hospitals was 61%. Discussion and Conclusion: Despite the shortcomings observed in different areas, the results of the present study are in an intermediate status compared to other studies. While treating patients, patient-centered issue and patients 'need and preferences should be focused on to enhance health care quality. Considering Patients preferences not only are morally good but also lead to improved care and access to sustainable care practices. Therefore it is needed to drive organizational management approach toward the customer preferences management and needs.
Foreign Patients’ Satisfaction toward Service Quality in Malaysia Private Hospitals
International Journal of Academic Research in Business and Social Sciences, 2021
Medical tourism is defined as travelling to a different country to receive medical treatment at an affordable cost, and have access to higher-quality healthcare or obtain specialised treatment which they would not receive in their home country. Such medical treatments may involve therapeutic intervention for cancer and cardiac matters through dental and aesthetic surgery. Although medical tourism is quite popular in Malaysia, there are limited studies that examine foreign patients' satisfaction towards services they received from hospitals. Therefore, the aim of this study is to examine customer satisfaction who seek medical treatment in Malaysia specifically in the Klang Valley private hospitals. This study applies a survey design with questionnaires and 100 sets of questionnaires were distributed to foreign patients in 6 private hospitals and the data were analysed using Statistical Package for Social Science (SPSS). The data were analysed and the results indicated that there is a significant relationship between service quality provided by the hospitals and foreign patients' satisfaction. The implications of the study will be useful for practitioners, academicians, and policy makers. Finally, the limitations of the study were addressed and recommendations for future studies are also provided.
2013
The present study aims to examine medical tourism in two of the Egyptian Hospitals and to explore the level of international patient satisfaction concerning services provided by nurses in five dimensions (tangibles, reliability, responsiveness, assurance and empathy). A quasiexperimental design was used in carrying out the study. The study was conducted in As-Salam International Hospital and Dar El Foad Hospital Subjects were composed of two groups. The first group was (212) from As-Salam International Hospital nurses and (198) from Dar El Foad Hospital. Included both Arabic and foreigner nurses. While, the second group was international patients included Arabic patients from Arabic countries and foreigner patients from other countries all over the world, (180) patients from As-Salam International Hospital and (130) patients from Dar El Foad Hospital. Data was collected by using nurses’ knowledge about medical tourism Questionnaire; semi-structured interview sheet and international ...
Tourists’ Satisfaction of Hospital Services in Iran: A Case Study of Lorestan Province
Shiraz E-Medical Journal, 2017
Background: Nowadays, the medical tourist industry is one of the most profitable industries around the world. Countries try to attract more medical tourists to take advantage of its benefits. The purpose of this study was to investigate the perspective of tourists (patients and attendants) regarding services provided by hospitals of Lorestan University of Medical Sciences. Methods: This qualitative study was conducted using content analysis approach to explore the determinants of medical tourists' satisfaction in Lorestan, Iran. First, data were analyzed and studied extensively. Next, breaking down the analyzed texts into smaller chunks, the contents and themes, as the smallest units, were extracted, coded, and categorized. In some cases, quotations from participants were brought for basic and minor themes of the study. Extracting basic, internal themes as well as categories were done by 2 researchers, independently. Results: The most important quoted problems at the provincial level in hospitals included personnel, equipment, and medical and welfare facilities' shortage, personnel improper behavior with patients and attendants, inadequate skills of the medical staff, unavailability of personnel, lack of suitable general sanitation, mismanagement and problems of admission and discharge. Conclusions: Attracting tourist's satisfaction could bring major financial resources, consequently helping to reinforce economical aspect in the provincial scale. Doubtlessly, planning in line with solving existing problems is one of the most important and basic procedures in order to attract health tourists.
How Medical Destination Affects The Health Tourists’ Well-Being?
International Journal of Health Management and Tourism, 2020
Customer satisfaction has significant influence on medical tourism. The aim of this study is to determine the opinions of heath tourists' buying health services from Turkish hospitals. The study was carried out on 69 foreign patients referred to hospitals in Trabzon and Ordu provinces. A revised well-being questionnaire aimed to measure the reflections of well-being indicators on health tourists. The Cronbach's alpha was calculated as 95. The validity of the scale was tested by factor analysis, and collected under the single factor account for 55% of the variance and are suitable. Participants' feelings of security, respect and courtesy were high and their level of satisfaction with explaining themselves and receiving services in exchange for payment was the lowest level. Patients differ in their level of satisfaction according to their country.
Indian journal of forensic medicine and toxicology, 2021
Background: Patients' satisfaction is a person's feeling of pleasure or disappointment resulting from a service's perceived performance or outcome to his or her expectations. As this definition makes it clear, satisfaction is a function of perceived performance and expectations. This study was undertaken to evaluated patients' satisfaction level with the hospital services and health care providers among four government hospitals in sulaimani city. The data from 311 inpatients admitted to and stay in the hospital for any medical condition were collected by a face-to-face interview from November 2019 to February 2020. Standardized 4-point Likert scales ranging from satisfying to dissatisfying (1 to 4points) were used for all the 24 items in the questionnaire. Data analysis was performed using a statistical package of Stata (14.version). A frequency analysis was used for demographic data analysis. A person Chi-square test was employed to determine the association between the categorical independent variables. The participant's mean age was 37.9 SD 13.5 years with ages ranged from 14-85 years. The majority (86.5%) of the study participants were satisfied with the hospital services and environment while a small number 42 (13.5%) of them were dissatisfied with the issue. Almost 275 (88.4%) of the patients were revealed excellent nurse care and a very small number 36 (11.6%) was showed dissatisfaction. Also, 245 (79.1%) of the patients were satisfied with doctor care. Only 65 (20.9%) of them have a negative aspect of doctor care. A significant difference was found between the level of education and patients' satisfaction with doctor care (coefficient 0.88, p<0.05). Besides, a significant association was found between residence and hospital services (coefficient 0.63, p =0.05). In general, we have discovereda satisfaction level among our sample is considered high and indicates good care provided by health facilities in all hospitals. Further study required seeking the least satisfactory factor regarding doctor care.
SHS Web of Conferences
The study evaluates foreign patients' experience and satisfaction in relation to the health care received in Latvia. By applying the gap model of service evaluation, the study reveals the difference between expected and received service outcome in Latvia, and draws conclusions about the importance of individual and patient experience factors related to the overall patient satisfaction. The study concludes that in all groups of factors matrix proposed in the study: (1) general travel or destination factors; (2) communication factors; (3) factors related to the choice of service and (4) factors related to the choice of health care institution, patients evaluated the perceived health care outcome higher than the expected outcome. The results of the study lead to the conclusion that there is a significant gap in foreign patients' knowledge regarding the possibilities of receiving a high-level health care service in Latvia. The results also reveal the most important determinants ...
Client Satisfaction Regarding Services Under Medical Tourism
2021
As a result of healthcare globalization, Asian countries such as Thailand, Singapore, India and Malaysia export healthcare services and became popular medical tourist destination for patients from Bangladesh. While other countries benefit from medical tourism, Bangladesh is not only lagging behind but also losing patients to these countries. The present study aimed to find out the level of client satisfaction among the outbound patients of Bangladesh. A crosssectional study was conducted among conveniently selected 133 respondents in visa centers of India, Thailand, Singapore and Malaysia in Dhaka city. Data were collected from the respondents using a semi-structured questionnaire through a face to face interview. Nearly half (56.4%) of the respondents were from the age group 45 to 59 years while the age range was 18 to 69. Two third (74.4%) of the respondents were male and the rest of them were female; among them 33.8% were graduated from university. About 88% of the respondents were from the Indian visa application center. None was there for seeking medical visas abroad the first time. All (100%) respondents gave positive opinion about the availability of Doctors, behavior of Doctors, the adequate time spent by Doctors, and Doctors' briefing pertaining to diseases. 97% of the respondents were satisfied about the quality of diagnostic centers abroad. 94.7%, 85.7% and 94% were satisfied about the hospital hygienic condition, waste management and hospital staff behavior; respectively. This study explored how Bangladeshi patients receive medical care abroad and was tried to provide suggestions in order to draw medical tourists from neighboring countries while maintaining our patients' health care services. By reducing the number of patients traveling for medical purposes, the loss of foreign exchange from the economy can also be prevented in Bangladesh.