Patient’s Perception and Expectation of Service Quality in an Endoscopic Ward

  • Mohammad-Hossein Somi Professor, Liver and Gastrointestinal Disease Research Center, Department of Internal medicine, Faculty of medicine, Tabriz University of Medical Sciences, Tabriz, Iran
  • Jafar Sadegh Tabrizi Department of Health Services Management, Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
  • Kamal Gholipour Iranian Center of Excellence in Health Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran
  • Shabnam Iezadi Iranian Center of Excellence in Health Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran
  • Azad Shokri Hospital Management Research Center, Iran University of Medical Sciences, Tehran, Iran
  • Sina Nasiri Department of Health Services Management, Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
Keywords: Service quality, Endoscopic Ward, Patients’ Perception, Patients’ Expectation

Abstract

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.

Author Biographies

Mohammad-Hossein Somi, Professor, Liver and Gastrointestinal Disease Research Center, Department of Internal medicine, Faculty of medicine, Tabriz University of Medical Sciences, Tabriz, Iran
Professor, Liver and Gastrointestinal Disease Research Center, Department of Internal medicine, Faculty of medicine, Tabriz University of Medical Sciences, Tabriz, Iran
Jafar Sadegh Tabrizi, Department of Health Services Management, Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
Associate Professor,
Kamal Gholipour, Iranian Center of Excellence in Health Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran

PhD candidate in Health Services Management, Iranian Center of Excellence in Health  Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran

Shabnam Iezadi, Iranian Center of Excellence in Health Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran
PhD candidate in Health Services Management, Iranian Center of Excellence in Health  Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran
Azad Shokri, Hospital Management Research Center, Iran University of Medical Sciences, Tehran, Iran
PhD candidate in Health Services Management, Hospital Management Research Center, Iran University of Medical Sciences, Tehran, Iran
Sina Nasiri, Department of Health Services Management, Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
Bsc of Health Services Management, Department of Health Services Management, Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
Published
2015-10-04
Section
Research Articles