Izadi Azar, Jahani Younes, Rafiei Sima, Masoud Ali, Vali Leila
Faculty of Management and Medical Informatics, Kerman University of Medical Sciences , Iran.
Faculty of Health, Kerman University of Medical Sciences , Iran.
Int J Health Care Qual Assur. 2017 Aug 14;30(7):656-663. doi: 10.1108/IJHCQA-02-2017-0030.
Purpose Measuring healthcare service quality provides an objective guide for managers and policy makers to improve their services and patient satisfaction. Consequently, the purpose of this paper is to measure service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015. Design/methodology/approach A descriptive-analytic study, using a cross-sectional method in the KUMS training hospitals, was implemented between October 2 and March 15, 2015. Using stratified random sampling, 268 patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item's importance from the patients' perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers to plan accordingly. Findings Findings revealed a significant gap between service importance and performance. From the patients' viewpoint, tangibility was the highest priority (mean=3.54), while reliability was given the highest performance (mean=3.02). The least important and lowest performance level was social accountability (mean=1.91 and 1.98, respectively). Practical implications Healthcare managers should focus on patient viewpoints and apply patient comments to solve problems, improve service quality and patient satisfaction. Originality/value The authors applied an IPA questionnaire to measure service quality provided to surgical and medical ward patients. This method identifies and corrects service quality shortcomings and improving service recipient perceptions.
目的 衡量医疗服务质量可为管理人员和政策制定者改善服务及提高患者满意度提供客观指导。因此，本文旨在衡量2015年克尔曼医科大学（KUMS）为外科和内科住院患者提供的服务质量。设计/方法/途径 采用描述性分析研究，于2015年10月2日至3月15日在KUMS教学医院运用横断面方法开展研究。采用分层随机抽样选取了268名患者。通过重要性-绩效分析（IPA）问卷收集数据，该问卷衡量当前绩效并从患者角度确定每个项目的重要性。这些数据表明总体满意度以及管理人员据此制定相应计划的适当实用策略。研究结果 结果显示服务重要性与绩效之间存在显著差距。从患者角度来看，有形性是最优先考虑的因素（均值=3.54），而可靠性的绩效得分最高（均值=3.02）。最不重要且绩效水平最低的是社会问责（均值分别为1.91和1.98）。实际意义 医疗管理人员应关注患者观点，并应用患者意见来解决问题、提高服务质量和患者满意度。原创性/价值 作者应用IPA问卷来衡量为外科和内科病房患者提供的服务质量。这种方法可识别并纠正服务质量缺陷，提高服务接受者的认知。
