Cargando…
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model
(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regardi...
Autores principales: | , , , , , , , , |
---|---|
Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
MDPI
2021
|
Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8036995/ https://www.ncbi.nlm.nih.gov/pubmed/33806126 http://dx.doi.org/10.3390/ijerph18073418 |
_version_ | 1783677040390569984 |
---|---|
author | Goula, Aspasia Stamouli, Maria-Aggeliki Alexandridou, Maria Vorreakou, Lemonia Galanakis, Aristeidis Theodorou, Georgios Stauropoulos, Emmanouil Kelesi, Martha Kaba, Evridiki |
author_facet | Goula, Aspasia Stamouli, Maria-Aggeliki Alexandridou, Maria Vorreakou, Lemonia Galanakis, Aristeidis Theodorou, Georgios Stauropoulos, Emmanouil Kelesi, Martha Kaba, Evridiki |
author_sort | Goula, Aspasia |
collection | PubMed |
description | (1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality. |
format | Online Article Text |
id | pubmed-8036995 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | MDPI |
record_format | MEDLINE/PubMed |
spelling | pubmed-80369952021-04-12 Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model Goula, Aspasia Stamouli, Maria-Aggeliki Alexandridou, Maria Vorreakou, Lemonia Galanakis, Aristeidis Theodorou, Georgios Stauropoulos, Emmanouil Kelesi, Martha Kaba, Evridiki Int J Environ Res Public Health Article (1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality. MDPI 2021-03-25 /pmc/articles/PMC8036995/ /pubmed/33806126 http://dx.doi.org/10.3390/ijerph18073418 Text en © 2021 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/ (https://creativecommons.org/licenses/by/4.0/) ). |
spellingShingle | Article Goula, Aspasia Stamouli, Maria-Aggeliki Alexandridou, Maria Vorreakou, Lemonia Galanakis, Aristeidis Theodorou, Georgios Stauropoulos, Emmanouil Kelesi, Martha Kaba, Evridiki Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title | Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_full | Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_fullStr | Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_full_unstemmed | Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_short | Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_sort | public hospital quality assessment. evidence from greek health setting using servqual model |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8036995/ https://www.ncbi.nlm.nih.gov/pubmed/33806126 http://dx.doi.org/10.3390/ijerph18073418 |
work_keys_str_mv | AT goulaaspasia publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT stamoulimariaaggeliki publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT alexandridoumaria publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT vorreakoulemonia publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT galanakisaristeidis publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT theodorougeorgios publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT stauropoulosemmanouil publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT kelesimartha publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel AT kabaevridiki publichospitalqualityassessmentevidencefromgreekhealthsettingusingservqualmodel |