Service quality in Iranian hospitals: A systematic review and meta-analysis

Rezaei, Satar; Hajizadeh, Mohammad; Zandian, Hamed; Fathi, Afshin; Nouri, Bijan

doi:10.14196/mjiri.32.59

Cited by 31 publications

(30 citation statements)

References 17 publications

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“…Not surprisingly, the results of most studies conducted in Iran and other countries have further established a negative gap in the quality of services provided by hospitals [32][33][34]. The fact is that customers of medical centers are not physically and mentally well, once they are admitted.…”

Section: Discussionmentioning

confidence: 99%

Hospital Service Quality Based on HEALTHQUAL Model and Trusting Nurses at Iranian University and Non-University Hospitals: A Comparative Study

Nemati

Bahreini

Pouladi

et al. 2020

Preprint

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Background: Establishment and improvement of patients’ trust in healthcare organizations like hospitals necessitate delivering high-quality services by nurses, as the largest group of healthcare providers. The present study aimed to compare hospital service quality based on the HEALTHQUAL model and trusting nurses at university and non-university hospitals in Iran.Methods: This comparative cross-sectional study was conducted on 990 patients admitted to university and non-university hospitals located in Bushehr Province, southern Iran, who were selected using the stratified random sampling method. The data were collected through the HEALTHQUAL questionnaire and the Trust in Nurses Scale, and then analyzed via the SPSS Statistics software (version 22) as well as the General Linear Model (GLM) univariate procedure and the Chi-square test with a significance level of 0.05.Results: The study findings revealed that the mean values of real quality (perceptions) and ideal quality (expectations) were 3.89±0.69 4.55±0.47, respectively. The gap between the real and ideal quality (-0.64) was also higher at the non-university hospital from the patients’ viewpoints. Comparing various dimensions of service quality, the largest gap at university and non-university hospitals was associated with “environment” (-0.13) and “empathy” (-0.18), respectively. Additionally, the mean scores of patient trust in nurses at university and non-university hospitals were 10.34±5.81 and 8.71±4.05, respectively, being a statistically significant difference (p<0.001).Conclusion: The study results demonstrated that hospital service quality and trusting in nurses were at higher levels at the university hospital than the non-university one; however, hospital service quality was lower than what the patients had expected. Accordingly, hospital managers and policy-makers were suggested to focus on patients to reduce gaps in service quality, to promote service quality, and to provide better healthcare services to patients.

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Section: Discussionmentioning

confidence: 99%

Hospital Service Quality Based on HEALTHQUAL Model and Trusting Nurses at Iranian University and Non-University Hospitals: A Comparative Study

Nemati

Bahreini

Pouladi

et al. 2020

Preprint

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“…Customers' thoughts and feelings need to be prioritized by all organizations due to the increasing awareness of the public; this prioritization can either strengthen or weaken the organization. Accordingly, concentration on the customers' demands is an essential fea-ture of customer-centered organizations in today's world (3). Overall, proper planning and management entail public satisfaction, whereas negligence may lead to the violation of human rights (4).…”

Section: Introductionmentioning

confidence: 99%

Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

et al. 2020

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Background: Hospitals are one of the most important units in providing healthcare services. The assessment of the quality of provided services is essential in these settings. Patient satisfaction is one of the key indicators of service quality in healthcare organizations. Objectives: This study aimed at investigating the gap between the perceptions and expectations of service recipients in Shohada-e-Tajrish Hospital (Tehran, Iran), using the SERVQUAL model in 2020. Methods: This cross-sectional study was conducted on patients with cancer, who were upon discharge from Shohada-e-Tajrish Hospital. Patients (> 18 years) with a cancer diagnosis, who were being discharged from the oncology ward of the hospital, were included in this study. The sample size was estimated at 118. The required information was collected, using the modified SERVQUAL questionnaire. Statistical analyses were performed in SPSS version 20, using a paired t test and one-sample t-test. Results: The results showed that the quality of the provided services from the patients’ perspective was significantly lower than their expectations. The mean gap between the expectations and perceptions of patients was significantly above zero (P < 0.001). The most influential factor in improving patient satisfaction with the quality of services was assurance, followed by reliability, while the least effective factor was empathy. The correlation coefficient between the general status of provided services from the patients’ point of view and loyalty was 0.740 (P < 0.001). Conclusions: The findings of the present study indicated that patient expectations were higher than their satisfaction. Therefore, hospital authorities should take major steps to improve the quality of services, especially reliability and responsiveness, through proper planning, prioritization of services, and review of processes contributing to patient expectations. The existing gaps can also be addressed by considering the perspectives of patients as the clients of healthcare organizations.

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“…Thus, they are accused of focusing more on private sector . On the other hand, physician dual practice results in longer waiting times in the public sector or cream skimming of patients from the public sector for treatment in the private one …”

Section: Introductionmentioning

confidence: 99%

Dual practice and multiple job holding among Iranian general practitioners: Rate and effective factors

Bayati

Rashidian

Zandian

et al. 2019

Health Planning & Management

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Background: Physician's dual practice is a common phenomenon in both developing and developed countries. This study aimed to investigate the rate and factors affecting the dual practice of general practitioners (GPs) as the most important primary care providers in Iran. Methods:This cross-sectional study was conducted on the data of 666 Iranian GPs, derived from a national survey. In this work, a researcher-made checklist was used to collect the required information. Multinomial logistic regression was used to examine the factors affecting concurrent employment in both public and private sectors and the factors affecting employment in more than one place (either public or private).Results: About 23.51% of the GPs were only working in the public sector, and 57.84% only in the private sectors.Also, 18.65% were working in both the private and public sectors. Results also indicated that 26.17% of the GPs were working in two or more places (whether public or private). Male GPs (P < .1) as well as the GPs with higher earnings expectations (P < .01) were more likely to have dual practice. Besides, the GPs working in small towns and villages (compared to Tehran, as capital of Iran) (P < .05) were less likely to have dual practice. Gender (male) and earnings expectations had a significant effect on working in more than one place (P < .01).

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Service quality in Iranian hospitals: A systematic review and meta-analysis

Cited by 31 publications

References 17 publications

Hospital Service Quality Based on HEALTHQUAL Model and Trusting Nurses at Iranian University and Non-University Hospitals: A Comparative Study

Hospital Service Quality Based on HEALTHQUAL Model and Trusting Nurses at Iranian University and Non-University Hospitals: A Comparative Study

Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

Dual practice and multiple job holding among Iranian general practitioners: Rate and effective factors

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