Patient’s Perception and Expectation of Service Quality in an Endoscopic Ward
Objective: To determine the service quality of delivered care for people who have undergone endoscopic procedures.
Methods: A cross-sectional study was conducted on 172 patients admitted to the endoscopy ward of Imam Reza Hospital at Tabriz University of Medical Sciences in Iran between January to December 2013. Service quality was obtained through the "Service Quality = 10– (Importance ×Performance)" formula, based on the importance, performance and SQ with respect to the patients’ perspective. Independent t-test and ANOVA were applied to investigate the differences in service quality score between categorical variables. Regression analysis was applied to examine the correlation between demographics and SQ scores. Data were analyzed using the SPSS-17 statistical software package.
Results: The average scores of importance, performance and SQ of delivered care were 6.45, 0.41 and 7.53 respectively, from zero to 10 scale ((where 10 indicated the top score). The quality of basic amenities and the choice of care provider reached the highest SQ scores. Communication, Safety, Dignity and Autonomy gained poor SQ scores. Females, in comparison to males, had 0.47 lower SQ scores with respect to variances in variables of age and health insurance.
Conclusion: Relatively low SQ, perceived by patients admitted to the endoscopy ward, indicates significant room for improvement of the quality of care. As an effective quality improvement strategy, it is recommended to promote the patients’ awareness about the delivered care, care facilities and providers and prepare them to actively participate in the process of care.