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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...

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Autores principales: Goula, Aspasia, Stamouli, Maria-Aggeliki, Alexandridou, Maria, Vorreakou, Lemonia, Galanakis, Aristeidis, Theodorou, Georgios, Stauropoulos, Emmanouil, Kelesi, Martha, Kaba, Evridiki
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
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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.
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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
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