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How do patients perceive and expect quality of surgery, diagnostics, and emergency services in tertiary care hospitals ? : an evidence of gap analysis from Pakistan
المؤلفون المشاركون
Fatimah, Iram
Humayun, Aishah
Anwar, Muhammad Umran
Iftikhar, Adil
Shafiq, Muhammad
Aslam, Muhammad
المصدر
العدد
المجلد 32، العدد 4 (31 يوليو/تموز 2017)، ص ص. 297-305، 9ص.
الناشر
المجلس العماني للاختصاصات الطبية
تاريخ النشر
2017-07-31
دولة النشر
سلطنة عمان
عدد الصفحات
9
التخصصات الرئيسية
الملخص EN
Objectives : Service quality is one of the important gears to appraise services and determine the gray areas that need improvement.
In countries with a resourcepoor health system, the first step of measuring quality is yet to be taken.
This study seeks to inform policy makers in developing contextual service quality models by identifying service quality gaps in tertiary care teaching hospitals using patients’ perspective.
Methods: A cross-sectional study was performed using multistage cluster sampling, and a modified version of the SERVQUAL (SERV-service, QUAL-quality) instrument was administered to determine patient’s expectations and perceptions.
A total of 817 completed questionnaires were obtained from patients and/or their attendants using convenience sampling.
Results: Data analysis revealed statistically significant negative quality gaps between expectations and perceptions of tangibility, reliability, empathy, assurance, responsiveness, and communication.
The difference in mean expectation and perception for responsiveness across the sexes was significant (p < 0.003; p < 0.037, respectively) as well as in perception of communication (p < 0.026).
Other dimensions and overall hospital expected and perceived quality were independent of sex.
Educational status showed significant difference in expectation and perception in responsiveness (p < 0.005), but the perception of each dimension was significantly different in different educational categories (assurance: p < 0.001; empathy: p < 0.001; reliability: p < 0.001; tangibility: p < 0.001; responsiveness: p < 0.001; communication: p < 0.001; and for overall service quality: p < 0.001).
Age and service departments showed no relationship with any of the perceived or expected dimension of service quality of hospitals.
Conclusions: Tertiary care hospitals failed to meet patients’ expectations in all major areas of service quality, posing a question of how hospitals implement and evaluate their quality assurance policy.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Fatimah, Iram& Humayun, Aishah& Anwar, Muhammad Umran& Iftikhar, Adil& Aslam, Muhammad& Shafiq, Muhammad. 2017. How do patients perceive and expect quality of surgery, diagnostics, and emergency services in tertiary care hospitals ? : an evidence of gap analysis from Pakistan. Oman Medical Journal،Vol. 32, no. 4, pp.297-305.
https://search.emarefa.net/detail/BIM-748717
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Fatimah, Iram…[et al.]. How do patients perceive and expect quality of surgery, diagnostics, and emergency services in tertiary care hospitals ? : an evidence of gap analysis from Pakistan. Oman Medical Journal Vol. 32, no. 4 (Jul. 2017), pp.297-305.
https://search.emarefa.net/detail/BIM-748717
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Fatimah, Iram& Humayun, Aishah& Anwar, Muhammad Umran& Iftikhar, Adil& Aslam, Muhammad& Shafiq, Muhammad. How do patients perceive and expect quality of surgery, diagnostics, and emergency services in tertiary care hospitals ? : an evidence of gap analysis from Pakistan. Oman Medical Journal. 2017. Vol. 32, no. 4, pp.297-305.
https://search.emarefa.net/detail/BIM-748717
نوع البيانات
مقالات
لغة النص
الإنجليزية
الملاحظات
Includes bibliographical references : p. 304-305
رقم السجل
BIM-748717
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
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تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر
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