Qolipour Mohammad, Torabipour Amin, Faraji Khiavi Farzad, Saki Malehi Amal
Dept. of Health Services Management, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran.
Dept. of Biostatistics and Epidemiology, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran.
Iran J Public Health. 2018 Jan;47(1):103-110.
Continuous quality improvement of the hospital services is a basic requirement of medical tourism industry. The different dimensions of hospital services quality are assessed constantly to improve the service of medical tourism. The aim of this study was to determine the services quality of medical tourism in private and public hospitals.
In this cross-sectional study, the quality of hospital services were assessed in view of 250 Iraqi tourists referred to Ahvaz private and public hospitals in 2015. Data were collected using a valid medical tourism SERVQUAL questionnaire (MTSQ). This questionnaire includes 8 main dimensions with 31 items. Finally, Mann-Whitney, Kruskal-Wallis and Wilcoxon tests were used to analyze the data.
The mean of age of patients was 39±2.2 yr. The mean of hospital length of stay was 3.87±1.36 days. The most patients were admitted to Orthopedics, Otorhinolaryngology, Obstetrics, and Gynecology departments, respectively. There was a negative gap in all of the dimensions of service quality in the studied hospitals (>0.001). The highest and lowest quality gap was seen in the "exchange and travel facilities" (-2.63) and the "tangibles" (-0.68) dimension, respectively.
There was a negative gap in all of the dimensions of service quality in the studied hospitals. Therefore, the hospital services quality is improved to attract the foreign patients.
医院服务的持续质量改进是医疗旅游业的基本要求。不断评估医院服务质量的不同维度，以改善医疗旅游服务。本研究的目的是确定私立和公立医院医疗旅游的服务质量。
在这项横断面研究中，对2015年转诊至阿瓦士私立和公立医院的250名伊拉克游客的医院服务质量进行了评估。使用有效的医疗旅游SERVQUAL问卷（MTSQ）收集数据。该问卷包括8个主要维度，共31个项目。最后，使用曼-惠特尼检验、克鲁斯卡尔-沃利斯检验和威尔科克森检验对数据进行分析。
患者的平均年龄为39±2.2岁。平均住院天数为3.87±1.36天。大多数患者分别入住骨科、耳鼻喉科、产科和妇科。在所研究的医院中，服务质量的所有维度均存在负差距（>0.001）。质量差距最高和最低的维度分别是“交流和旅行设施”（-2.63）和“有形性”（-0.68）。
在所研究的医院中，服务质量的所有维度均存在负差距。因此，需要提高医院服务质量以吸引外国患者。
