Expectations and perceptions of clients concerning the quality of care provided at a Brazilian hospital facility (original) (raw)
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Patients' Expectations and Perceptions of Service Quality in the Selected Hospitals
Medical Archives, 2016
Background: Hospital's success depends on patients' expectations, perceptions, and judgment on the quality of services provided by hospitals. This study was conducted to assess the patients' perceptions and expectations from the quality of inpatient health care in Vali-Asr hospital, Ghaemshahr, and Imam Khomeini and Shafa Hospitals, Sari. Materials and Methods: This study is applied regarding the objective of the study. Considering the research methodology, it is a descriptive-analytical study. The sample of this study consists of 600 patients with at least 24 hours of being hospitalized in internal, surgery, women, and children sectors of Vali-Asr, Ghaemshahr, Imam Khomeini, and Shafa Hospitals. Using random sampling method, the classifications relevant to the size of each class were selected. The data required was collected through the standard SERVQUAL questionnaire and then it was analyzed using the SPSS software. Results: The overall mean value and standard deviation of expectations were equal to 10.4 and 28, respectively. The mean value for the field of perception was 69.2 and the relevant standard deviation was 26. In terms of patients and hospital visits in concrete cases, the highest priority is related to empathy. The second priority is related to physical appearance, the third priority is related to responsiveness, the fourth priority is related to assurance, and the lowest priority is related to the reliability of the SERVQUAL approach. Examining the gap between patients' perceptions and expectations, the widest gap was observed in the Vali-Asr Hospital with the mean and SD (-92.0±39.0) and the lowest gap was observed in Shafa Hospital with the mean value of (-39.9±44.0). According to The Kruskal-Wallis test, the difference observed in these three hospitals were significant. Conclusion: The results showed that patients' expectations had not been met in any of the examined dimensions and their consent has not been achieved. It seemed that necessary for managers and relevant authorities to plan and pay special attention to this important issue.
Revista de Pesquisa : Cuidado é Fundamental Online, 2021
Objetivo: analisar a satisfacao dos pacientes quanto a assistencia de saude recebida em uma Unidade de Clinica Cirurgica de um hospital universitario. Metodo: Estudo transversal de abordagem quantitativa, realizado em Unidade de Clinica Cirurgica de um Hospital Universitario do Sul do Rio Grande do Sul. Investigou-se uma amostra de 81 participantes. Resultados: Foram entrevistados 43,2% (n=35) do sexo masculino e 56,8% (n=46) do sexo feminino. Com relacao a infraestrutura, o hospital era um ambiente organizado (4,63, DP=±1,0); o atendimento de enfermagem foi visto como satisfatorio (4,9; DP=±0,35), assim como o atendimento medico (4,96; DP=±0,19). O valor mais baixo (3,43, DP=±1,7) foi atribuido ao conforto disponibilizados aos acompanhantes. Conclusao: Os pacientes mostraram-se satisfeitos com as condicoes de atendimento clinico e infra-estrutura hospitalares, os quais podem proporcionar bem-estar, conforto e tranquilidade. Os pacientes visualizam o empenho e dedicacao dos profissi...
Medical staff services quality to patients satisfaction based on SERVQUAL dimensions
International Journal of Public Health Science (IJPHS), 2019
Hospital service quality was a degree of discrepancy between patients' perceptions and their expectations about hospitals services. Service quality which was provided by medical staff emphasizes the actual hospital service process. In the hospital, patients' satisfaction could be widely used to determine hospital service quality. The purpose of this study was to analyze the influence of medical staff services quality on patients satisfaction based on SERVQUAL dimensions. This study used an analytic observational design with Cross-sectional approach. There were 314 respondents taken from inpatients hospital admission using simple random sampling. Based on regression analysis results, five dimensions of health services quality affect patients' level of satisfaction and obtained the equation of Y=0.026+0.226X1+0.332X2+0.1X3+0.075X4+0.235X5, this explained that patients' satisfaction was affected by all dimensions of health service quality (RATER) simultaneously. However, different values will be obtained if all dimensions were measured separately, range from 10% to 33.2%. It could be concluded that patients' satisfaction were influenced by the quality of medical staff services through its five components: reliability, assurance, tangible, empathy and responsiveness.
2018
The present article endeavors to describe the levels of satisfaction of users of medical services at the University Hospital Onofre Lopes (UHOL) in different age groups and to study the association between users' satisfaction and the different types of services provided by this public health institution. The study is based on the Annual Satisfaction Survey conducted by the UHOL Ombudsman's office, which evaluates this information for health policy subsidy in this hospital. A total of 4,290 users were consulted between 2015 and 2017 divided into three age groups: adolescents, adults and the elderly. The dependent variable was patient satisfaction after medical consultation at the hospital, evaluated on a four-level Likert scale. The independent variables were Gender of respondents (G); Comfort at the reception hall (CRH); Hygiene, cleanliness and organization of the hospital (HCO); Comfort of facilities at the medical care area (CFMC); Reception Service (RS); Health team attendance (HTA); Attendance waiting time (AWT); Education Level (EL), Age (A) and Evaluation of General Satisfaction on Hospital Services (GS). The multiple linear regression and logistic regression analysis was completed, respectively, for the data in general and separately for each age bracket. Very few participants declared to be dissatisfied or very dissatisfied (4%). In the crude model, general satisfaction was associated with CRH and HCO in the adolescent group, CFMC and RS in the CRH, HCO, RS and HTA groups in the elderly group. Adolescents showed greater dissatisfaction with hospital services because they presented specific demands concomitant with their age group.
The goal of this study was to validate items of a questionnaire and identify issues to be improved in nursing care, according to the perception of patients, in a surgery clinic sector of a private clinic, in the municipality of Macaé, Rio de Janeiro State, Brazil. The Lawshe method (1975) was adopted in order to maintain or exclude items on the questionnaire, comprised by 21 items. The set of questions was applied to 81 patients in the immediate pre-operative period, from November 2018 to March 2019, before undergoing elective surgeries (scheduled and non-emergency). In terms of results, the application of this method presented the items that were given prominence in the socioeconomic profile. The item with the greatest importance in terms of average is "Comfort"; in satisfaction, it is the "Number of professionals"; the greatest GAP is "Timeliness in referral to surgery"; in dissatisfaction and weighted dissatisfaction, the item emphasized is "Timeliness in referral to surgery". It was also presented an analysis of the scatter graph demonstrating the coherence of most items to the right upper quadrant in "maintain".
The Bangkok Medical Journal
I n today's globalized world, the hospital's clients can access more health information and have more interest in their health care and in their rights as a result of better education. Also, there are wider choices of health care services nowadays resulting in higher expectations. Therefore, clients tend to seek health care services that meet their expectations. 1-3 So service satisfaction becomes an indicator of quality and efficiency of the healthcare system. Thus, both government and private institutions need to continually improve their services to meet the satisfaction of hospital clients. Genuine quality healthcare services consist of professional principles and service quality as well as perception of quality. 4 If clients' perceptions are equal to or higher than their expectations, the service is considered high quality. On the other hand, if the clients' perception is worse than their expectations, it is low quality. 5 These facts do not show only the service quality of hospitals, but they also reflect the service problems and solutions employed to meet the expectation of hospital clients. Therefore, hospital service quality development to meet clients' expectation is extremely important. 6 Service improvement, health assurance standard upgrade, and the reputation and image of a hospital all contribute to expanding numbers and groups of clients resulting in higher revenues. Also, Abstract OBJECTIVE: To study expectations and perceptions and to compare the differences between service expectation and service perception of clients of The Risk Assessment Clinic, Chulabhorn Hospital. The sample respondents in this study include patients of both sexes, of differing ages, educational levels, marital status, income, medical insurance coverage and with varying frequency of service usage. MATERIALS AND METHODS: A survey was undertaken to research the perception clients have of the service quality of The Risk Assessment Clinic Chulabhorn Hospital. Data was collected from a questionnaire survey carried out between August 1, 2011 and March 31, 2012. These data will be analyzed by frequency, percentage, mean, standard deviation, t-test and one-way Anova. RESULTS: From the 400 samples surveyed, the expectation and perception towards the overall service of the clinic in all aspects is very high. Expectation of the service venue ranked first; service provider ranked second, then service quality and service information respectively. The comparison between service expectation and service perception overall and each aspect differed significantly. The mean scores of service perception are higher than those of service expectation. Samples from different age groups and marital status have statistically significant different expectations of service quality (significant p < 0.05 and 0.01 respectively). However, samples across the spectrum of different sex, age, educational background, marital status, income, and frequency of service use gave significantly similar scores on service perception (p < 0.05). CONCLUSION: The result was of higher clients' service perception than their service expectation. The hospital should provide adequate chairs, drinking water, clean restrooms, and signs for each process. The diagnosis and the results should be a faster service than a one-day process. Hence physicians and staffs should start service earlier. The number of staff available shoulds be increased. This will meet the aim of quick service and shorter waiting times.
management issues in the healthcare system, 2017
Quality in health care services is the fulfillment of the expectations and needs of the customers in all service processes as well as diagnosis, treatment, and care services in accordance with the standards of internationally valid indicators. For this reason, it has become a necessity to put some efforts into delivering high quality service. In this study, the quality perception of the services offered at the hospital was evaluated based on the employees (doctors and nurses) who can be called as internal customers of the hospital. For this purpose, a field study was conducted with the participation of a total of two hundred doctors and nurses from five university hospitals operating in the private and public sectors and the findings were evaluated.
2019
Like developed nations, the developing world strives for assuring high standards of healthcare services. To meet this demand, healthcare providers have begun their quest for services improvement using process re-engineering. This paper is a part of major research and documents the finding of a cross-sectional pilot study conducted in Jordan to check the reliability and validity of a patient satisfaction model, SERVQUAL. The study covers a sample of 50 patients who have visited the Emergency Department, ED, of hospitals in Amman and Irbid, Jordan. The pilot study also determines the different dimensions of the service quality in Jordanian hospitals and evaluates the service quality from the patients' perspective. The study concluded that, overall, the SERVQUAL questioner is reliable but not valid. The sub-scale of the questioner does not possess adequate reliability, except responsiveness for the perceived service quality. The study recommends modifying the number of dimensions in SERVQUAL before implementing it on a larger scale and using a shorter instrument.
National Journal of Community Medicine, 2024
"Background: Patient satisfaction is a key indicator of healthcare service quality and has implications for the growth and success of healthcare organizations. However, there is often a gap between patients’ expectations and perceptions of service quality, which can vary depending on various sociodemographic factors. This study aimed to assess the expectations, perceptions and service quality gap in a tertiary care hospital using SERVQUAL model. Materials and Methods: A cross-sectional study was conducted among 120 adult inpatients using a semi-structured questionnaire based on the five dimensions of the SERVQUAL model. The quality gap was calculated as the difference between perception and expectation scores. Results: The study found a significant negative quality gap across all five dimensions, with the largest gaps ob-served in reliability and responsiveness. The study also revealed that gender, age, and education influenced pa-tients’ perception of service quality, while type of specialty, residence, monthly income, and occupation did not have a significant effect. Conclusion: The study highlighted the need for improving the service quality in the tertiary care hospital, espe-cially in terms of reliability and responsiveness. The study also suggested that healthcare managers and provid-ers should consider the diverse expectations and needs of patients based on their sociodemographic characteris-tics."
Service Quality Assessment in Health Care Sector: The Case of Durres Public Hospital
Procedia - Social and Behavioral Sciences, 2016
The aim of this paper is to assess the quality of services in the public regional hospital of Durres, as one of the most important in Albania, considering that the quality is a key parameter in performance evaluation. Patients are the main actors in appraising and assessing the quality, therefore this study is based on a questionnaire completed by 200 hospitalized patients between July and September, 2015. The survey is based on "SERVQUAL" model using five dimensions of service quality such as: empathy, tangibility, responsiveness, assurance and reliability all essential in measuring the perceptions and expectations of patients in each of them. Data elaboration and processing identify main factors affecting the overall patients' preferences where the findings in particular demonstrate positive results towards quality services without significant differences between expectations and actual perceptions of patients. In this context conclusion and results found should be taken in considerations as very important aspects for hospital managers and also policy makers when dealing with decisions affecting service quality assessment.