Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model
Introduction: Patient satisfaction is crucial to the long-run success in health care center. With regard to the highest patients’ referral to the emergency department and the existing challenges due to the patient’s need to urgent care, we aimed to evaluate health care services quality in this unit...
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| Format: | Article |
| Language: | English |
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Shiraz University of Medical Sciences
2016-10-01
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| Series: | Journal of Health Management & Informatics |
| Subjects: | |
| Online Access: | http://jhmi.sums.ac.ir/index.php/JHMI/article/view/272/89 |
| _version_ | 1818832141081903104 |
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| author | Maryam Gholami Zahra Kavosi Marziye khojastefar |
| author_facet | Maryam Gholami Zahra Kavosi Marziye khojastefar |
| author_sort | Maryam Gholami |
| collection | DOAJ |
| description | Introduction: Patient satisfaction is crucial to the long-run success in health care center. With regard to the highest patients’ referral to the emergency department and the existing challenges due to the patient’s need to urgent care, we aimed to evaluate health care services quality in this unit to find out whether the patients have different expectations from health care providers and if they perceive some dimensions of care more important than others.
Method: The SERVQUAL scale method was used in this cross-sectional study on 100 patients in June 2015. Patient satisfaction questionnaire based on SERVQUAL model was evaluated with high content validity and the reliability was 0.97 and 0.81. The data collected were analyzed using SPSS, version 20.0 (IBM, USA). Statistical analyses included descriptive statistics, paired and independence sample t-test and ANOVA at the significance level 0.05.
Results:The results showed that the quality gap in all dimensions was significant (P<0.001). The largest quality gap was related to responsiveness (-1.08) and the lowest belonged to assurance (-0.8). Demographic characteristics were analyzed and the number of referrals was significant in tangibility and assurance dimensions (P = 0.04); also, in all cases the patients’ expectations (total Mean=4.35) were higher than their perception (total Mean = 3.295).
Conclusion: In order to improve emergency services, it is recommended that the hospital management should provide appropriate facilities, reduce waiting time, increase in attention to ordering system based on the patients’ condition, and improve the behavior of health care personnel to patient is placed on the agenda of hospital management. |
| first_indexed | 2024-12-19T01:58:18Z |
| format | Article |
| id | doaj.art-b1d76f126d1b4675a2a7bcd427ece1cc |
| institution | Directory Open Access Journal |
| issn | 2322-1097 2423-5857 |
| language | English |
| last_indexed | 2024-12-19T01:58:18Z |
| publishDate | 2016-10-01 |
| publisher | Shiraz University of Medical Sciences |
| record_format | Article |
| series | Journal of Health Management & Informatics |
| spelling | doaj.art-b1d76f126d1b4675a2a7bcd427ece1cc2022-12-21T20:41:07ZengShiraz University of Medical SciencesJournal of Health Management & Informatics2322-10972423-58572016-10-0134120126Services quality in emergency department of Nemazee Hospital: Using SERVQUAL modelMaryam Gholami0Zahra Kavosi1Marziye khojastefar2Center for Development of Clinical Studies of Nemazee Hospital, Shiraz University of Medical Science, Shiraz, IranHealth Management and Human Resources Research Center, School of Management and Medical Information Sciences, Shiraz University of Medical Sciences, Shiraz, IranCenter for Development of Clinical Studies of Nemazee Hospital, Shiraz, IranIntroduction: Patient satisfaction is crucial to the long-run success in health care center. With regard to the highest patients’ referral to the emergency department and the existing challenges due to the patient’s need to urgent care, we aimed to evaluate health care services quality in this unit to find out whether the patients have different expectations from health care providers and if they perceive some dimensions of care more important than others. Method: The SERVQUAL scale method was used in this cross-sectional study on 100 patients in June 2015. Patient satisfaction questionnaire based on SERVQUAL model was evaluated with high content validity and the reliability was 0.97 and 0.81. The data collected were analyzed using SPSS, version 20.0 (IBM, USA). Statistical analyses included descriptive statistics, paired and independence sample t-test and ANOVA at the significance level 0.05. Results:The results showed that the quality gap in all dimensions was significant (P<0.001). The largest quality gap was related to responsiveness (-1.08) and the lowest belonged to assurance (-0.8). Demographic characteristics were analyzed and the number of referrals was significant in tangibility and assurance dimensions (P = 0.04); also, in all cases the patients’ expectations (total Mean=4.35) were higher than their perception (total Mean = 3.295). Conclusion: In order to improve emergency services, it is recommended that the hospital management should provide appropriate facilities, reduce waiting time, increase in attention to ordering system based on the patients’ condition, and improve the behavior of health care personnel to patient is placed on the agenda of hospital management.http://jhmi.sums.ac.ir/index.php/JHMI/article/view/272/89ManagementQuality of serviceEmergency departmentSERQUALmodel |
| spellingShingle | Maryam Gholami Zahra Kavosi Marziye khojastefar Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model Journal of Health Management & Informatics Management Quality of service Emergency department SERQUAL model |
| title | Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model |
| title_full | Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model |
| title_fullStr | Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model |
| title_full_unstemmed | Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model |
| title_short | Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model |
| title_sort | services quality in emergency department of nemazee hospital using servqual model |
| topic | Management Quality of service Emergency department SERQUAL model |
| url | http://jhmi.sums.ac.ir/index.php/JHMI/article/view/272/89 |
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