La calidad asistencial en cuidados intensivos evaluada por los pacientes mediante la escala SERVQUAL

Regaira-Martínez, E.; Iriarte, Maria-José; Viguria, R. Goñi; Linares, M. Del Barrio; Coscojuela, M.A. Margall; Erro, M.C. Asiaín

doi:10.1016/j.enfi.2009.10.001

Cited by 27 publications

(18 citation statements)

References 22 publications

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“…26,27 (Results of previous research should be mentioned in the introduction.) In the other hand, there are also some studies in other countries such as Spain 28 and Malaysia, 29 which have shown a positive gap between the patients’ expectations and perceptions of the quality of healthcare services. Such a difference may be attributed to the difference between our study setting which was a public hospital and private hospitals evaluated in other studies.…”

Section: Discussionmentioning

confidence: 99%

Quality of healthcare services and its relationship with patient safety culture and nurse-physician professional communication

Ghahramanian

Rezaei

Abdullahzadeh

et al. 2017

Health Promot Perspect

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Background: This study investigated quality of healthcare services from patients’ perspectives and its relationship with patient safety culture and nurse-physician professional communication. Methods: A cross-sectional study was conducted among 300 surgery patients and 101 nurses caring them in a public hospital in Tabriz–Iran. Data were collected using the service quality measurement scale (SERVQUAL), hospital survey on patient safety culture (HSOPSC) and nurse physician professional communication questionnaire. Results: The highest and lowest mean (±SD) scores of the patients’ perception on the healthcare services quality belonged to the assurance 13.92 (±3.55) and empathy 6.78 (±1.88) domains,respectively. With regard to the patient safety culture, the mean percentage of positive answers ranged from 45.87% for "non-punitive response to errors" to 68.21% for "organizational continuous learning" domains. The highest and lowest mean (±SD) scores for the nurse physician professional communication were obtained for "cooperation" 3.44 (±0.35) and "non-participative decision-making" 2.84 (±0.34) domains, respectively. The "frequency of reported errors by healthcare professionals" (B=-4.20, 95% CI = -7.14 to -1.27, P<0.01) and "respect and sharing of information" (B=7.69, 95% CI=4.01 to 11.36, P<0.001) predicted the patients’perceptions of the quality of healthcare services. Conclusion: Organizational culture in dealing with medical error should be changed to non-punitive response. Change in safety culture towards reporting of errors, effective communication and teamwork between healthcare professionals are recommended.

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Section: Discussionmentioning

confidence: 99%

Quality of healthcare services and its relationship with patient safety culture and nurse-physician professional communication

Ghahramanian

Rezaei

Abdullahzadeh

et al. 2017

Health Promot Perspect

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“…A newer hierarchical model of health service quality has also been developed [ 6 ], contributing to increased academic interest in satisfaction and service quality. There have been reports focusing on specific care settings about the service quality of healthcare; however, few reports from Western or East Asian countries have applied the combination of these two instruments to evaluate service quality for patients in a critical care setting [ 31 , 32 ]. In our previous work [ 20 ], we adopted SERVQUAL and IPA for the settings of the Respiratory Care Center, a dedicated unit for caring long-term ventilator-dependent patients [ 20 ].…”

Section: Introductionmentioning

confidence: 99%

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

Kao

Chang

et al. 2020

BMC Health Serv Res

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Background Assessing patients’ expectations and perceptions of health service delivery is challenging. To understand the service quality in intensive care units (ICUs), we investigated the expected and perceived service quality of ICU care. Methods We conducted this study at an ICU of a university-affiliated medical center in Taiwan from April to September 2019. Admitted patients or their family members responded to a questionnaire survey adopted from the SERVQUAL instrument consisting of 22 items in five dimensions. The questionnaire was provided on ICU admission for expectation and before ICU discharge for perception. We analyzed the quality gaps between the surveys and applied important-performance analysis (IPA). Results A total of 117 patients were included (62.4% males, average age: 65.9 years, average length of stay: 10.1 days, and 76.9% survival to ICU discharge). The overall weighted mean scores for the surveys were similar (4.57 ± 0.81 and 4.58 ± 0.52, respectively). The ‘tangibles’ dimension had a higher perception than expectation (3.99 ± 0.55 and 4.31 ± 0.63 for expectation and perception, respectively, p < 0.001). IPA showed that most of the items in ‘reliability,’ ‘responsiveness’ and ‘assurance’ were located in the quadrant of high expectation and high perception, whereas most of the items in ‘tangibles’ and ‘empathy’ were located in the quadrant of low expectation and low perception. One item (item 1 for ‘tangibles’) was found in the quadrant of high expectation and low perception. Conclusions The SERVQUAL approach and IPA might provide useful information regarding the feedback by patients and their families for ICU service quality. In most aspects, the performance of the ICU satisfactorily matched the needs perceived by the patients and their families.

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“…33 In some studies, there was a positive gap in service quality. For example, Regaira et al, in a study on critical care units in Spain 34 and Sadigh Soheil in Malaysia 35 reported positive gaps indicating that patients’ perceptions were greater than their expectations. Moreover, Caha in Turkey reported that since the patients’ perceptions were close to their expectation of the quality of healthcare services, many patients preferred to receive the required care in private hospitals rather than public ones.…”

Section: Discussionmentioning

confidence: 99%

“… 37 However, Regaira et al, found no relationship between demographic data and the quality of healthcare services. 34 Baker et al, found the role of age and educational level so important in the development of patients’ expectations of the quality of services. 31 In a study by Kebriaei et al, an inverse relationship was found between education and the quality of services and there was a positive relationship between age and the quality of services.…”

Section: Discussionmentioning

confidence: 99%

Service Quality Gaps in the Provision of Care to Surgical Patients: a Cross-Sectional Study in the Northwest of Iran

et al. 2018

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Introduction: The evaluation of service quality is a key measurement which provides the necessary information for effective decision making and providing high quality care. This study aimed to investigate the factors affecting the service quality gap for the provision of care from the perspective of surgical patients hospitalized in a teaching hospital in the Northwest of Iran in 2015. Methods: In this descriptive cross-sectional study a total of 300 patients and 101 nurses were selected by random sampling method. The data regarding patients’ expectations and perceptions of the quality of healthcare services were collected using the SERVQUAL questionnaire. Also, the nurses’ demographic data were assessed using the demographic data tool. Results: The mean and standard deviation of the patients’ expectations and perceptions of the quality of healthcare services were 66.59)8.52) and 51.81(11.97), respectively. In all dimensions of the quality of healthcare services, the patients’ perceptions were lower than their expectations. The greatest gap was observed in the dimensions of assurance and responsibility and the lowest gap was reported in the domains of reliability and empathy. There were statistically significant relationships between the nurses’ age, work experiences in surgical wards, professional experiences of nurses, patients’ income level and the gap in the quality of healthcare services. Conclusion: Despite great efforts directed at the field, the healthcare system still faces numerous challenges in the provision of high quality healthcare services to the patients. The health system should support low-income people and employ professional and experienced nurses for improving the quality of healthcare services.

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La calidad asistencial en cuidados intensivos evaluada por los pacientes mediante la escala SERVQUAL

Cited by 27 publications

References 22 publications

Quality of healthcare services and its relationship with patient safety culture and nurse-physician professional communication

Quality of healthcare services and its relationship with patient safety culture and nurse-physician professional communication

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

Service Quality Gaps in the Provision of Care to Surgical Patients: a Cross-Sectional Study in the Northwest of Iran

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