Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Lu, Shu-Ju; Kao, Hsiu-O; Chang, Bao-Lin; Gong, Shu-Ing; Liu, Shumei; Ku, Shih-Chi; Jerng, Jih-Shuin

doi:10.1186/s12913-020-05764-8

Cited by 29 publications

(30 citation statements)

References 50 publications

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“…These tools vary in their definitions, content and measurement, ranging from model surveys with open-ended, general questions to questionnaires with structured, weighted questions. Their main objectives are to find out the characteristics of the care offered by the hospital and to find out what service patients want [ 28 , 29 ].…”

Section: Introductionmentioning

confidence: 99%

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Prada-García

Benítez-Andrades²

2022

Healthcare

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Patient satisfaction is of great importance and is a key factor in the quality of care. The most commonly used measure of this factor is satisfaction surveys. This study used the modified SERVQHOS healthcare quality survey model, which adapts the SERVQUAL survey. The main objective was to determine the degree of satisfaction of patients seen in the outpatient department of the Dermatology Service, as well as to describe and detect those aspects that could be improved to offer better quality care. A total of 250 patients responded to the survey. The mean Likert scale score for the 19 items on the perceived quality of care was 4.17 ± 0.796 points. Up to 92.8% were satisfied or very satisfied with the care received. All items were statistically correlated with overall satisfaction (p < 0.001). In the multivariate study, the variables with predictive capacity in relation to overall satisfaction (p < 0.05) were “the technology of the medical equipment”; “the directions to the consultation”; “the confidence that the staff transmits”; “the state of the consultation”; and “the interest of the staff in solving problems”. Satisfaction was significantly higher in men (p < 0.05), with a level of education up to primary school (p < 0.05) and no work activity (p < 0.001). The final mean score in the degree of perceived satisfaction was very high, indicating that the expectations of the patients were exceeded, and showing that satisfaction is closely linked to the qualities and skills of the staff in their relationship with the patient.

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Section: Introductionmentioning

confidence: 99%

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Prada-García

Benítez-Andrades²

2022

Healthcare

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“…Therefore quality nursing services (SERVQUAL) to meet patient satisfaction are largely determined by the performance of the health care provider (Akob et al, 2021).The SERVQUAL approach always provides useful information with feedback by patients and their families for service quality. In many aspects, good performance is needed and felt by patients and their families (Lu et al, 2020) The development of the Nursing Model in practice needs attention and training to become a nurse who is a solution to the problems of nursing services globally both during the Covid 19 pandemic and after this pandemic ends so that it becomes a new culture in providing self-care to patients provided by Nerspreneurs with constant reference to on referral services at the hospital. To reduce waste of resources providing training for the care workforce, and to improve the quality of available care.…”

Section: Discussionmentioning

confidence: 99%

“…in providing nursing services, the quality of care is also needed which is considered very important with the health care system in the structure, process, and measurement results of the quality of nursing services that have been implemented by focusing on service assessment by determining how well it fulfills expectations with the concept of quality service quality. (Lu et al, 2020). Providing safety strategy planning, a manager must also demonstrate entrepreneurial behavior in the form of transformational leadership to modify the work environment in creating a better defense to prevent adverse events, especially in the care services that can be provided by a nurse.…”

Section: Theoritical Contextmentioning

confidence: 99%

Client Independence Development Model in Wound Treatment Self-Based Treatment and Telenursing Nursing as Visible: A Study Literature (Paradigm of Nursing 21st century)

Nursanti¹,

Pandin²

2021

Preprint

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Background: Nursing services provided by nurses are based on knowledge and competence in the field of nursing science developed in accordance with Client needs, scientific developments, and the demands of globalization. These health services include nursing services that are carried out responsibly, accountably, with quality, and safely by nurses who have obtained registration and permission to practice. Nursepreneur is innovation and courage to take risks and is ready to work hard to achieve goals with optimism. Which has important components namely: 1) quality, 2) role, 3) option and success. The post-pandemic new world, especially in the health care system, continues to grapple with the demands of costs to provide patient care and safety. By using the application of the nursing theory model. Purpose :. Assessing scientific studies on the application of evidence-based intervention in wound care using nursing theory, identifying the important role of telenursing in improving nursing services in Nerspreneurship, Method: literature study Conclusion: Telenursing in nursing focuses on providing nursing care through information technology, such as telephone, computers, and the Internet that can be used to improve treatment outcomes among older people, especially those with low literacy skills and low financial status (Esmaeilpour-BandBoni et al., 2020). The statement from the results of the study refutes that Telenursing is intended for patients who have higher education and middle and upper economic states.

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“…Another study used SERVQUAL scale to measure the quality of health care services from the patients’ perspective and to compare the service quality of public and private hospitals in the eastern region of Saudi Arabia [ 14 ]. Moreover, a study conducted in Taiwan used SERVQUAL scale to understand the service quality in intensive care units [ 17 ]. The survey has a total of 26 data items including demographics and the overall satisfaction score.…”

Section: Methodsmentioning

confidence: 99%

Healthcare Providers’ Satisfaction with Implementation of Telemedicine in Ambulatory Care during COVID-19

et al. 2022

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Introduction: Telemedicine has become a critical aspect of healthcare provision during the coronavirus pandemic (COVID-19). However, healthcare providers’ utilization of and satisfaction with telemedicine technologies could have a significant impact on the quality of care provided to patients during COVID-19. The current study explores the key factors that could affect healthcare providers’ satisfaction with telemedicine in ambulatory care during the pandemic. Objectives: This research study aims at identifying the factors that could influence the healthcare providers’ satisfaction level with the use of telemedicine in ambulatory care services in Saudi Arabia during COVID 19. Methods: This is a descriptive quantitative cross-sectional study. The research team has utilized the Service Quality Model (SERVQUAL) to assess the healthcare providers’ satisfaction with telemedicine in ambulatory care through a questionnaire that was adapted from previous studies. This questionnaire includes the following dimensions: tangibility, reliability, responsiveness, assurance, and empathy. It was distributed to all ambulatory care physicians in a public hospital-based ambulatory health center in Eastern Region, Saudi Arabia. Results: The study findings showed that Saudis are significantly more satisfied with telemedicine compared to non-Saudis. Age, gender, experience, medical specialty, and computer literacy skills were not found to have any significant effects on the level of the provider’s satisfaction. Conclusion: This research provides new insight and understanding of the relationship between the frequent use of the health information system and the level of physician satisfaction. This major finding puts more emphasis on the importance of education and training when it comes to the adoption of telemedicine through the frequent use of health information systems and applications. These encouraging findings provide a vital piece of information for healthcare organizations interested in a further adoption of telemedicinal practices and applications.

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Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Cited by 29 publications

References 50 publications

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Client Independence Development Model in Wound Treatment Self-Based Treatment and Telenursing Nursing as Visible: A Study Literature (Paradigm of Nursing 21st century)

Healthcare Providers’ Satisfaction with Implementation of Telemedicine in Ambulatory Care during COVID-19

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