How service quality in hospitals varies based on hospital ownership and demographics: a study on Turkish patients living urban areas

Yarımoğlu, Emel Kurşunluoğlu; Ataman, Görkem

doi:10.1080/14783363.2021.1890576

Cited by 9 publications

(8 citation statements)

References 54 publications

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“…Another reason for these differences is related to the pricing policies where public hospitals treatment costs are free or symbolic and the income of medical staff at public hospitals is low and makes them careless in terms of diagnosis and follow up. Previous studies show that patients with high income receive better healthcare service ( 35 , 51 – 53 ).…”

Section: Resultsmentioning

confidence: 99%

“…Furthermore, policymakers and managers of public hospitals should develop a performance evaluation system that encourage receiving feedbacks for patients. These may lead to an improvement in the service quality of public hospitals ( 35 ). In the long-term perspective quality of large public hospitals affects the entire fiscal sustainability of the health system ( 58 , 59 ).…”

Section: Discussionmentioning

confidence: 99%

“…Andaleeb (34) argue that private hospitals were more motivated than public hospitals to offer higher service quality since these hospitals depend on income from patients. Many researchers supported this view in their findings regarding patients' perceptions of private and public hospitals' service quality (35)(36)(37)(38)(39)(40)(41)(42). However, other studies argued that the reverse is true (39,43,44).…”

Section: Literature Reviewmentioning

confidence: 99%

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The quality of Syrian healthcare services during COVID-19: A HEALTHQUAL approach

Allahham

Mouselli

Jakovljević

2022

Front. Public Health

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Syria is a developing country that face enormous healthcare challenges that aggravated with the outbreak of COVID-19. In the study, we evaluate the perceived healthcare service quality based on hospital type, public and private, using five HEALTHQUAL dimensions. We find that service quality in Syrian private hospitals is perceived better that in public hospitals. However, neither type of hospitals scores exceptionally high in any of the examined HEALTHQUAL dimensions. On the contrary, both hospitals score extremely low in the Improvement dimension. We argue that crowdedness environment, medical staff availability and their low salaries, pricing policies as well as the health insurance system, are to blame for such low perceived quality.

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Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

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The quality of Syrian healthcare services during COVID-19: A HEALTHQUAL approach

Allahham

Mouselli

Jakovljević

2022

Front. Public Health

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“…These results are similar to those found in the emerging economy of Turkey. [25] Private hospital patients reported significantly higher satisfaction scores for all service quality dimensions. For both public and private hospitals, patients perceived the lowest service quality for the "responsiveness" dimension.…”

Section: Impact Of Hospital Type (Public Versus Private) Onmentioning

confidence: 89%

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Petrovici,

Lassar,

Hertelendy

et al. 2024

JHA

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Objective: Recent increases in per capita income and longevity in Central and Eastern European counties (CEECs), alongside a slow-changing soviet-era public healthcare system, has led to the emergence of private hospitals. This paper investigates the differential patient service quality perceptions for private versus public hospitals, as well as for three types of healthcare services: primary, ambulatory, and inpatient care.Methods: Data from 1,673 patients of private and public hospitals in the capital of Romania were collected in face-to-face interviews. Analysis of covariance and partial-least-squares techniques were used to examine the relationships between perceived service quality, hospital ownership status and the type of health service patients received.Results: Over 70% of women prefer private health facilities to public hospitals (compared to less than 30% of men). While private hospitals rank higher than public hospitals on most attributes, the interaction effect of gender and hospital type reveals that assurance and empathy are the only significant attributes in driving women to private hospitals. (Physical facilities and staff appearance) as well as intangible dimensions of service quality (assurance, responsiveness, reliability, and empathy) have a positive impact on perceived overall service quality of healthcare. Improvements in perceptions of hospital’s tangibles, staff’s responsiveness and empathy have the greatest potential to enhance perceived overall service quality.Conclusions: This paper demonstrates the importance of breaking down health services into various sub-categories both in terms of perceived healthcare attributes and in terms of tangible healthcare facilities, such as public and private hospitals.

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“…All are unanimous in pointing out the need to take care of this aspect of patient service, always with a priority on treatment outcomes and health improvement. Patient satisfaction is now becoming one of the measures of the quality of services provided and a key factor in determining the success of a health facility (Gupta et al, 2022;Ferreira et al, 2020;Lagrosen et al, 2020;Rahman et al, 2021;Yarimoglu, Ataman, 2021;Yoon, Lee, 2022;Martínez et al, 2021;Vieira et al, 2022). According to scientific research, patient satisfaction also affects loyalty to the healthcare facility (Yıldırım et al, 2022).…”

Section: Patient Satisfaction Surveys and Related Workmentioning

confidence: 99%

Patients’ perceptions of ambulatory healthcare work organisation and communication in healthcare entities

Hampel,

Ucieklak-Jeż

2023

nsawg

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The aim of the presented research was to analyse the relationship between assessments regarding the perception of elements of organisation and communication of a healthcare entity and the age of patients. The work focused on non-medical benefits for the patient, which may influence their satisfaction and the choices they make. The main rationale justifying the need to conduct research was the desire to verify patients’ perceptions, which was expressed as the degree of satisfaction with the clinic’s services. Two aspects were examined: work organisation and communication between the clinic and the patient.The research was conducted in medical facilities in the city of Częstochowa among patients currently using ambulatory medical care. The test groups were divided depending on the age of the respondents. In order to obtain data, an original survey questionnaire was used. The following research hypotheses were formulated: (H1) age of respondents influences perceptions of elementsof the clinic’s work organisation; (H2) age of respondents influences perceptions of elements of the clinic’s communication with patients; (H3) satisfaction with the healthcare entity’s services (in terms of organisation and communication) increases with patient age. The basis for formulating the hypotheses was a review of research on social inequalities, inequalities in access to healthcareand patient satisfaction studies. In order to verify the hypotheses, statistical methods were used: the Mann-Whitney U test and Spearman’s rank correlation coefficient. Calculations were made using the Statistica software.The obtained results confirmed the validity of all hypotheses. The Mann-Whitney test confirmed that the age of respondents significantly affects the assessment of work organisation and communication between the clinic and the patient (H1 and H2). Furthermore, the obtained Spearman correlation values confirmed that patient satisfaction with the clinic’s services increaseswith the patient’s age (H3).

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How service quality in hospitals varies based on hospital ownership and demographics: a study on Turkish patients living urban areas

Cited by 9 publications

References 54 publications

The quality of Syrian healthcare services during COVID-19: A HEALTHQUAL approach

The quality of Syrian healthcare services during COVID-19: A HEALTHQUAL approach

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Patients’ perceptions of ambulatory healthcare work organisation and communication in healthcare entities

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