Harazni Lubna, Malak Malakeh Z, Dasan Mohammad
Psychiatric and Mental Health Nursing, Faculty of Nursing, Arab American University, Jenin, Palestine.
Community Health Nursing, Faculty of Nursing, Al-Zaytoonah University of Jordan, P.O. Box: 130, Amman, 11733, Jordan.
BMC Nurs. 2025 May 22;24(1):576. doi: 10.1186/s12912-025-03232-4.
The implementation of accreditation affects healthcare institutions and enhances the quality of care and patient safety. Patient satisfaction is a key indicator in healthcare institutions, serving as a measure of service quality and its impact on patient outcomes. There is a lack of studies examining patient satisfaction with service quality in accredited hospitals in Palestine. Therefore, this study aimed to assess Palestinian patient satisfaction with service quality in accredited government and private hospitals in the West Bank and compare patient satisfaction between these hospitals.
A descriptive comparative design was employed, with 150 patients undergoing elective surgeries recruited for the study. Data were collected using a self-reported questionnaire, which included the Service Quality (SERVQUAL) questionnaire and demographic information, between July and August 2023.
The participants were satisfied with service quality in both hospitals (M = 4.34, SD ± 0.73). The highest-rated dimension was assurance (M = 4.47, SD ± 0.60), while responsiveness received the lowest rating (M = 4.21, SD ± 0.90). Significant differences were found in the dimensions of tangibles, reliability, and empathy (p < 0.05), as well as in responsiveness (p ≤ 0.01) between the two types of hospitals. Patients who stayed longer in the hospital reported higher satisfaction with service quality.
These findings may motivate policymakers to introduce accreditation programs across all healthcare sectors to improve care quality and ensure patient safety. Furthermore, accredited hospitals should adopt strategies to enhance patient satisfaction with service quality and address the areas with the lowest service ratings.
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认证的实施会影响医疗机构，并提高护理质量和患者安全。患者满意度是医疗机构的一项关键指标，可作为服务质量及其对患者治疗结果影响的衡量标准。在巴勒斯坦，缺乏关于经认证医院患者对服务质量满意度的研究。因此，本研究旨在评估约旦河西岸经认证的政府和私立医院中巴勒斯坦患者对服务质量的满意度，并比较这些医院之间的患者满意度。
采用描述性比较设计，招募了150名接受择期手术的患者参与研究。在2023年7月至8月期间，使用自我报告问卷收集数据，该问卷包括服务质量（SERVQUAL）问卷和人口统计学信息。
参与者对两家医院的服务质量都很满意（M = 4.34，标准差±0.73）。评分最高的维度是保证性（M = 4.47，标准差±0.60），而响应性得分最低（M = 4.21，标准差±0.90）。在有形性、可靠性和移情性维度上发现了显著差异（p < 0.05），在两种类型医院的响应性方面也存在显著差异（p≤0.01）。住院时间较长的患者对服务质量的满意度更高。
这些发现可能会促使政策制定者在所有医疗保健部门推行认证计划，以提高护理质量并确保患者安全。此外，经认证的医院应采取策略来提高患者对服务质量的满意度，并解决服务评分最低的领域。
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