Download or read book Patient Satisfaction Towards the Service Quality at the Outpatient Department of Indira Gandhi Memorial Hospital in Maldives written by and published by . This book was released on 2013 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Patient Satisfaction with Health Services at the Outpatient Department of Indira Gandi Memorial Hospital Amale Maldives written by Asma Ibrahim and published by . This book was released on 2008 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Healthcare in Uganda Service Quality and Patient Satisfaction in Hospitals written by and published by GRIN Verlag. This book was released on 2020-10-06 with total page 73 pages. Available in PDF, EPUB and Kindle. Book excerpt: Academic Paper from the year 2020 in the subject Health - Health system, Uganda Christian University, course: BBA, language: English, abstract: This study focuses on the health care service quality and patient satisfaction in Uganda. Chapter One covers the background to the study, statement of the problem, objectives of the study, research questions, scope of the study, significance of the study, justification, the conceptual framework and definition of key terms and concepts. Chapter Two discusses the relevant literature that has been reviewed in the area of healthcare service quality and patient satisfaction. It also highlights various researchers and authors that have emphasized more on the topic in accordance with the research objectives. The chapter covers the theoretical review, literature on the variables under study, existing gaps in literature, amongst others. Chapter Three gives the methodology that will be used to accomplish the research objectives and questions. It gives direction to follow to get answers to the area of concern. This chapter presents the Research Design, Area of Study, Study Population, Sample Size and Sampling Techniques, Data Collection methods and techniques, Quality Control Methods, measurement of variables, Data Analysis Techniques, Ethical Considerations, and Limitations to the study are briefly discussed. We found the hospital has no running water; the theatre is dysfunctional while electricity only visits. A nurse gave me two options: either to pick drugs after two days because the drugs were out of stock or buy them from private clinics. These and many more are some of the challenges faced by patients who access a number of hospitals in Uganda. Who will heal Uganda’s ailing health care system, remains a key question yet to be answered.

Download or read book Conducting a Patient Satisfaction Survey in a Health insured Population written by Godpower Chinedu Michael and published by . This book was released on 2020 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer satisfaction surveys are important measures of service quality worldwide. They form bases for policy decisions that improve how services are rendered. However, behind these survey findings are important considerations of how surveys progress from conceptualization to outcome data. This case study illustrates the practicalities of how a hospital-based satisfaction survey was carried out from an investigator's perspective. From a clinical practice scenario, a research question, "What is the level of satisfaction of health-insured patients (enrollees') with services of a Nigerian outpatient clinic?" was conceptualized. A research plan/proposal was then developed and ethical approval obtained. In this plan, which was eventually carried out, there were clear specific objectives to answer the research question; a descriptive cross-sectional design that is appropriate for the study; and clear inclusion criteria. A representative sample size was estimated, to be drawn from a potential 1,000 enrollees during the 4-week study period; a systematic random sampling method was used to select study participants without bias; a reliable data collection tool was chosen and the modified general practice self-administered questionnaire was used with proper planning for its administration; and provision was made for data management and analysis. The findings were presented to hospital management during departmental clinical presentation, and subsequently published in a peer-reviewed journal. The study findings were pivotal in the hospital's decision to expand the National Health Insurance Clinic to improve service delivery.

Download or read book SERVICE QUALITY AND CONSUMERISM A WAY TOWARDS HEALTHCARE EXCELLENCE written by Dr. Naitik Kantilal Patel , Dr. Bhupinder Chaudhary & Dr. Kinjal G. Jani and published by Ashok Yakkaldevi. This book was released on 2022-09-20 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: Measuring the quality of intangible service products has become a great challenge for managers, administrators and policy makers in the health services industry. Patient satisfaction or dissatisfaction is a complicated phenomenon that is linked to patient expectations, patient rights, health status, personal characteristics as well as health system characteristics. However, patient satisfaction as an indicator of quality of healthcare has evolved as an outcome measure and patient satisfaction surveys are being increasingly identified to be established yardsticks to measure success of the service delivery system functional at hospitals.

Download or read book The Effects of Perceived Service Quality on Patient Satisfaction and Behavioral Compliance at a Multi Speciality Public Hospital in State of Pahang written by Bahari Mohamed and published by . This book was released on 2015 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: The quality of health care service is always at the forefront of professional, political, concern stakeholders, and managerial attention. However, the key dimensions contributing to health care service quality not been fully understood. Many studies have been conducted to measure health care service quality, but most of them in developed countries, especially in Europe and the USA; the results may not be applied to the Malaysian context due to difference in culture, environment, and facilities accessibility. Although, the health care service quality research in developing countries is growing nonetheless, the study is not widespread in Malaysia. Only few empirical studies on healthcare service quality from Malaysia can be identified published in journals and the findings are inconsistent. Thus, to fill this knowledge gap, this study developed a service quality model for health care service by framing the association of service quality antecedents, perceived service quality, patient satisfaction, and behavioral compliance. To validate the research model and test the proposed research hypotheses, the study used a quantitative approach as a research paradigm, cross-sectional design as a survey method, combination of cluster and convenience sampling as a sampling technique and partial least square structural equation modeling (PLS-SEM) as a data analysis technique. The findings of the study show that health care service quality is a context-specific and multi-dimensional constructs. Given the high power achieved from the analysis, this thesis has significant theoretical and practical contributions. Theoretically, the study extends service quality research by reconstructing the model as a reflective, multi-dimensional constructs and evaluating the impacts of antecedent constructs on perceived service quality, patient satisfaction and behavioral compliance in the context of health care service in Malaysia. Methodologically, the study validates that PLS-SEM is suitable to estimate the parameters of a multi-dimensional constructs. Practically, the study provides hospital management with a health care service quality model for conducting integrated analysis and design of service delivery systems. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.

Download or read book Service Quality in Indian Hospitals written by Sanjay Mohapatra and published by Springer. This book was released on 2017-10-18 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.

Download or read book HEALTHCARE SERVICE QUALITY AND PATIENT SATISFACTION IN OMANI PUBLIC HOSPITALS THROUGHOUT COVID 19 ERA AN EMPIRICAL INVESTIGATION written by Ghaliya Salah Al Atar and published by Partridge Publishing Singapore. This book was released on 2023-09-07 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: Healthcare quality (HQ) became eminent during the COVID-19 crisis. Despite the efforts made by the Ministry of Health in Oman, the country faced several challenges, such as a lack of available funds and patients perceived in a negative manner which hindered their treatment experience. The study examines factors affecting HQ using the SERVQUAL model; patient satisfaction in Omani public hospitals, including healthcare quality, resources availability (RA), and healthcare facility preparedness (HFP); and the moderation effect of the perceived risk of COVID-19 pandemic. This research uses a mixed method with a sample size of 387 patients (quantitatively) selected using probability random sampling of 8 patients (qualitatively) who visited public hospitals The findings from the quantitative analysis reveals that the tangibility and RA had insignificant effect on the HQ. The moderation effect of perceived risk of COVID-19 between HQ, RA, HFP and patient satisfaction was insignificant. The results of the qualitative analysis indicated other factors that affected patient satisfaction, including communication, helpfulness, compassion, physician professionalism, patient-doctor contact, waiting time, atmosphere, and cleanliness. The study proposed a strategy for technical categories that include professional skills, service outcomes and concrete quality aspects, and functional categories. The study has also recommended implications for further investigation.

Download or read book SERVICE QUALITY OF HEALTH CARE SECTOR A study based on Government Hospitals written by Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi and published by Lulu Publication. This book was released on 2021-04-28 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Health care has become one of India’s largest sectors both in terms of revenue and employment. Health care comprises of hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health, insurance and medical equipment. In 2015, the Indian health care sector became the fifth largest employer, both in terms of direct as well as indirect employment, with total direct employment of 4,713,061 people. India is expected to rank amongst the top three healthcare markets in terms of incremental growth by 2020. The Indian health care sector is growing at a brisk pace due to its strengthening coverage, services and increasing expenditure by public as well asprivate players.

Download or read book Cause and Effect Relationship Between Service Quality Perception and Patients Satisfaction with Special Reference to Private Diabetic Clinics written by Kamakshaiah Musunuru and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Background: Healthcare industry in India is growing at a tremendous pace owing to its strengthening coverage, services and increasing expenditure by public as well as private players. Health care outfits as organizations pretty much depends on patient admissions. So ultimately this brings emphasis on importance of the health care consumer and impact of their behavior on hospital's performance. Aims & Objectives: This paper seeks to find out (1) impact of socioeconomic profile of the patients on service quality perception, (2) Impact of service quality perception on patient's behavior, (3) assess the usability of such impact to formulate healthcare strategy. Methods: This study is basically an exploratory cum causal research which attempts to explore certain relationships between socioeconomic characteristics versus behavioral characteristics of patients. The data was collected from 800 small and medium private clinics where competition is stringent. The resultant data assumed to be related to three constructs viz. socioeconomic profile, service quality perception and patient's behavior. There are 13 variables in the data set. Statistical analysis: Study used reliability analysis to evaluate the internal consistency in the data. Factor analysis together with structural equation modeling was used to evaluate study constructs. Results: Certain socioeconomic characteristics are significant towards certain service quality dimensions. There is also certain level of evidence in support of study proposition that patient's satisfaction and attitude depends on their perception of service quality. Conclusion: The hospitals as health care organizations can make use of the impact of socioeconomic profile of patients while strategizing care so that it impacts patient's service quality perception. More specifically, while strategizing patient's perception of accuracy, the hospitals can make use of entire socioeconomic makeup as a single construct.

Download or read book Determinants of Patient Satisfaction with the Care Provided in a Selected District Hospital written by Marubini Yvonne Rambuwani and published by . This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality patient care is the provision of care that is aimed at achieving expected clinical outcomes with the resources available and delivering nursing care that satisfies the expressed needs of the patient (Mosadeghrad, 2014:77). The National Department of Health (NDoH) formulated different documents (policies, procedures, protocols, and organisational standards) relating to quality and improvement of patient care. Despite all efforts by the NDoH, DPSA, and SANC, there have been gaps and challenges in the provision of patient care. The attitude of nurses towards the patient remains a significant challenge and nurses still fail to comply with one of the ministerial priorities that focuses on values and attitudes of staff (Whittaker, Shaw, Spieker & Linegar, 2011:63). KA♯3℗œberich, Feuchtinge and Farin (2016:1) reported that self-rated health, the length of stay, educational level, and shared decision-making process, influenced how patients perceive the care provided. Aim and objectives: The aim of this study was to Determine patient satisfaction level with the care provided in a selected district hospital"℗+ and then to address that to improve care. The objectives of the study are to identify those determinants of patient satisfaction with the care provided at the selected district hospital. And establish the association between the determinants of patient satisfaction with the care provided and different patients' demographics to improve practice. Research method: This study used a quantitative design to establish the determinants of patients' satisfaction with care provided at the selected district hospital in Limpopo Province. A questionnaire was used to elicit information from the target population who were in- and outpatients care is provided. However, data was collected from those that gave consent to respond to the questionnaire at the selected hospital. The total sample size was 320 patients (80 admitted and 240 outpatients). A multi-stage sampling method was used, wherein the first stage was to stratify the patients into two groups: in-patients, and outpatients. The two groups of respondents were given questionnaires for the purpose of data collection. Findings: The study revealed a number of areas that patients felt should be addressed to improve the services, especially around waiting times, it was identified that 76% of inpatient were dissatisfied with waiting time with only 16% concur that is not long. The study revealed that there was a significant relationship with longer waiting time associated with disagreements and patient dissatisfaction Hospital infrastructure, cleanliness, More than two thirds (70%) of the in-patient respondents and 60% of the outpatients positively rated the environment in the hospital as clean. See Table 4-10. The study revealed that there was a significant relationship with longer waiting time associated with disagreements and patient dissatisfaction Communication was at 49% and 56% disagrees. Furthermore, other areas for improvement included: control of queues, giving priority to elderly and very ill patients, friendly staff, especially at the outpatients department, including the paediatric ward. Conclusion: The findings identified that service delivery, infrastructure and shortage of staff, were determinants of patient dissatisfaction with care provided at that selected hospital. Furthermore, particular attention ought to be given to address those areas in order to promote satisfaction of the patient with the services provided. Several areas for improving care have been noted recommendation to different stakeholders have been made

Download or read book The Antecedes of Service Quality and Patients Satisfaction Equally Drive Patients Loyalty in Private Healthcare Delivery written by Geoffrey Bentum-Micah and published by . This book was released on 2020 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt: The healthcare industry in developing nations has recorded high progress rate in recent years, leading an initiative varied studies into the examination of patients' comparative and varied views with regards to private healthcare providers service delivery. This study objectively focused on the hospital's service quality, and patients' satisfaction as a predictor and collective impact or on patient's loyalty; it attempted to draw a distinctive border amongst quality of service and satisfaction of the patient, one with more effect size and predictive relevance to drive greater loyalty amongst the patients in a private healthcare delivery setting. A total of 562 patients recruited, participated in a cross-sectional survey with a questionnaire as the main and only data collection tool from four major private hospitals in Ghana. A path and linear regression analysis of the data was performed through SPSS 23 and Smart PLS version 3 in order to compute path coefficients, direct and indirect impacts of the factors; service quality and patient's satisfaction on patient's loyalty to the hospital. The study suggested that both clientele perceived service quality and patient satisfaction significantly influence patient loyalty. However, patient satisfaction with service delivery had a better predictive relevance and effect size than the quality of the service on patient loyalty in this study.

Download or read book Patient Satisfaction with Outpatient Department OPD Services of Naradevi Ayurveda Hospital in Kathmandu Nepal written by Narayan Shrestha and published by . This book was released on 2012 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Defining Service Quality in an Outpatient Clinic with Complex Constituency written by Swati Verma and published by . This book was released on 2007 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: ABSTRACT: The 2001 Institute of Medicine's (I.O.M.) landmark report, Crossing the Quality Chasm: A New Health System for the 21st Century observes that, "[though] medical science and technology have advanced at a rapid pace ... the health care delivery system has floundered in its ability to provide consistently high-quality care" (I.O.M. 2001). The report recommended six quality aims for a twenty-first century health care system; one of them being patient-centered care. It explains patient-centered care as "providing care that is respectful of and responsive to individual patient preferences, needs, and values and ensuring that patient values guide all clinical decisions" (I.O.M. 2001). This research is aimed at directly addressing this I.O.M. recommendation and seeks to understand quality care in the context of the I.O.M. guideline which clearly states that to achieve quality "the patient is the source of control of interactions" with the provider system. The objectives of this project are: (i) to gain a deeper and clearer understanding of the ways patients as customers of an outpatient clinic evaluate health care providers, and (ii) to determine if varying definitions of service quality exist with in a clinic containing a complex constituency. The project site chosen was the set of outpatient clinics at USF Health that makes for a complex site (e.g. eighty different specialties, outpatient surgical units, practicing and academic environment, multi-disciplinary teams at work involving multiple levels of health care professionals and complex inter-personal relationships) to carry out this research. The formal hypothesis can be stated as follows: H1: There exist identifiable differing classes of patients with varying perceptions of Service Quality in an outpatient setting. The subsequent research questions that the research aims to address are that, given that differing patient classes can be identified, do they have an impact on the overall patient-perceived quality and how significant is the impact? The project will contribute to a change in the approach at the clinic from a profession-centered to a patient-centered effort. It will raise the awareness among clinicians about how patients view quality care which can then be integrated into the system, institutionalized over time and thus help them improve their ability to provide quality care as preferred by patients. It will also serve to educate and empower the patients by increasing their participation and strengthening their role as partners with clinicians in a health care system. According to a review of the consumer health literature (Hibbard 2003), patients who collaborate with their health care providers and play an active role in their health care have improved health outcomes. It also enables future work in metric identification to promote continuous improvement in care provision. Though the research was conducted at a specific outpatient setting, it will have wider applicability as it can be a model worth emulating more broadly. The study also contributes to the academic literature that clearly indicates that there is a recognized need for more research on the delivery of outpatient care (Hammons 2003). Additionally, the study can be applicable and useful in other environments with complex constituencies (e.g. university classrooms, public transportation and travel industry).

Download or read book Satisfaction with Nursing Care Quality of Post operative Home visiting Program at Palestinian Medical Relief Society written by Ahmad Alraee and published by GRIN Verlag. This book was released on 2019-11-20 with total page 97 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2019 in the subject Medicine - Hospital Environment, Clinical Medicine, grade: 81.2%, Islamic University of Gaza, language: English, abstract: The aim of the study was to assess the level of satisfaction with nursing care provided through post-operative home-visits program launched by Palestinian Medical Relief Society during Great March of Return. Great March of Return is a new term in the Palestinian community, when huge numbers of Palestinian in Gaza Strip decided to go back for their original historical land. The researcher used descriptive, analytical, cross-sectional design. The study sample was proportional stratified sample, consisted of 294 participants from the five governorates of Gaza Strip, North of Gaza, Gaza city, the Middle area, Khanyounis and Rafah. The Patients’ Satisfaction with Nursing Care Quality Questionnaire-Arabic version (17-items) was used to collect data. A pilot study on 30 participants conducted to examine the validity and reliability of the questionnaire, and Cronbache alpha coefficient was 0.960. The study highlights the valuable benefits of the home-based visits program launched by PMRS, and the need for expansion of this program to reach higher number of injured individuals.

Download or read book Towards an Improved Health Service Quality Delivery and Patient Loyalty written by Geoffrey Bentum-Micah and published by . This book was released on 2020 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt: The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the future; it ideally tested if the satisfaction of a patient had any role to play in such relationship. This study was conducted using data from (562) patients who received services from (4) four major but different private hospitals in Ghana. The five Service Quality dimensions; Tangibility, reliability, responsiveness, assurance and empathy, patient satisfaction and loyalty to the hospital were the variables well-thought-out for this study. A path analysis was done utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) in order to compute path coefficients, direct and indirect effects of the variables on patient's satisfaction and also loyalty to the hospital. The study prompted that empathy, responsiveness and tangibility (not assurance and reliability) impact patients' satisfaction and patient's satisfaction is directly related to patients' loyalty to the hospital/clinic.

Download or read book The influence of the perceived quality of service on the satisfaction of patients in China s hospitals written by Ping Lei and published by . This book was released on 2009 with total page 832 pages. Available in PDF, EPUB and Kindle. Book excerpt: My dissertation is entitled : "The influence of the perceived quality of service on the satisfaction of patients in China's hospitals : the role of perceived risk". It investigates the conceptual relationship between patient perceived quality, patient satisfaction and patient loyalty intention in China's health care market. The main objective of this research is to determine the role of patient perceived risk in China's health care setting. This research is determined by few research questions : l) Does the relationship between health care perceived quality and patients' satisfaction enhances patients' loyalty ? 2) If it is so, what are the key elements for measure perceived quality, and satisfaction and loyalty intention ? 3) If there is a causal linkage between patient perceived quality, patient satisfaction, and patient loyalty intention, how does this relationship is affected by the factor of patient perceived risk ? 4) What is the role of perceived risk in measuring health care perceived quality and patient satisfaction ? To achieve these research objectives, both qualitative and quantitative methods were employed. First, I used in-depth semi-structural individual and focus group interview to analysis whether the existing relationship between service quality, satisfaction, and loyalty intention could be apply in context of health care in China. Through 18 semi-structural individual interviews, and 6 focus groups interactions, I found a theoretical relationship between health care service quality, patient satisfaction, patient loyalty intention, and patient risk perception. Second, the key dimensions of each concept were conducted by using exploratory and confirmatory data analysis. Finally, the relationship between each concept was investigated via structural equation modeling (SEM). The result indicates a statistically significant relationship between service quality, satisfaction, loyal Q intention, and risk perception in China’s health care industry. This research also advances the mediation role of patient satisfaction between the relationship of health service quality, and patient loyalty intention. Moreover, another mediator role of perceived service quality, which impacts the relationship between patient satisfaction and risk perception, was also found in this research. In conclusion, I argued that health service providers who develop close, long-term relationships with their customer (patient) will improve their customer (patient) retentions rates. That is, patients who received a higher service quality, tend to be more satisfied with their service provider, and to patronize the service provider in the future. In addition, this study also suggests that to understand the conceptual relationship between quality, satisfaction, loyalty, and perceived risk of China' patient health manager should assess the key factors structure of each instrument data in order to avoid the unnecessary wastage of resources.