ASET & IT, Amity University, Uttar Pradesh, Noida, U.P., India.
VSIT, VIPS, New Delhi, India.
J Healthc Qual Res. 2020 Nov-Dec;35(6):381-390. doi: 10.1016/j.jhqr.2019.11.008. Epub 2020 Oct 24.
Understanding expectations of the patients towards the quality of services that hospitals providing is very important in quality in healthcare. With every health care organization claiming its services to be the best, benchmarking and comparing them to ascertain the real best is very difficult but much required in this competitive world. Patients have a varied need depending upon the resources and criticality of disease. The aim of the study was to identify the factors linked with patient's expectations contributing to the quality of the service delivered by the hospital.
Multi-speciality hospitals were visited to survey indoor and outdoor patients of different age groups. Omega coefficient and Cronbach α test were used to test the questionnaire's validity and reliability. The factor analysis technique was used to identify factors determining patient expectations. The SERVQUAL framework was used to categorize evaluation criteria.
The resultant factors show variations in prioritizing service demands by the patients. Such a system would enable the patients to select a hospital capable of delivering best quality services.
This study identifies the factors that contribute in delivering high quality service by the hospital. It gives a futuristic view to design a framework for evaluating the quality of the service delivered by a hospital.
了解患者对医院提供服务质量的期望在医疗保健质量中非常重要。由于每个医疗保健组织都声称自己的服务是最好的，因此很难对它们进行基准测试和比较以确定真正的最佳服务，但在这个竞争激烈的世界中，这是非常必要的。患者的需求因资源和疾病的严重程度而异。本研究旨在确定与患者期望相关的因素，这些因素有助于衡量医院提供的服务质量。
访问了多家专科医院，调查了不同年龄段的室内和室外患者。使用欧米茄系数和克朗巴哈α检验来测试问卷的有效性和可靠性。使用因子分析技术来确定确定患者期望的因素。使用 SERVQUAL 框架对评估标准进行分类。
结果因素显示患者对服务需求的优先级存在差异。这样的系统将使患者能够选择能够提供最佳服务质量的医院。
本研究确定了有助于医院提供高质量服务的因素。它为设计评估医院提供的服务质量的框架提供了未来的视角。
