The role of expectations in patients' hospital assessments

Bakar, Çoşkun; Akgün, Hediye; Assaf, Ahmad

doi:10.1108/09526860810890477

Cited by 55 publications

(48 citation statements)

References 17 publications

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“…The result of the study showed that there was negative association between level of education with patients' satisfaction of inpatient care in RSUD Dr. Moewardi, however it is statistically insignificant. The result of the study is in accordance with Bakar et al, (2008) in Dengjuin et al, (2009) that patients with high level of education possess higher expectation and intention compared to those with low income. High expectation tends to make patient unsatisfied with healthcare service.…”

Section: Discussionsupporting

confidence: 81%

The Influence of Personal Factors of the Patient, Doctor, Payment Method and Type of Class to the Quality and Satisfaction of Inpatient Care Services in Dr. Moewardi Hospital Surakarta

Akbar

Adriani²,

Murti

2017

J HEALTH POLICY MANAGE

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Background: The quality of hospital care is an important element in the implementation of healthcare service. The quality which is perceived is an assessment and a form of evaluation of healthcare users. Improvement on healthcare service is continually conducted to enhance the quality of service and patients' satisfaction. The study aimed to explain the influence of patients' personal factors, doctors, payment methods and types of class toward the quality and satisfaction of inpatient care. Subjects and Methods: This was an analytic observational study with cross-sectional design. This study was conducted at Dr. Moewardi Hospital, Surakarta, from March to April 2017. A total of 144 subjects were selected by stratified random sampling. Exogenous variables in this study were family income, level of education, length of stay, doctor's salary, the surgeon, type of insurance, and type of class. Endogenous variables were patient's satisfaction and quality of service. The data were collected by a set of questionnaires and secondary data of doctor's working period and salary. Data analyzed by path analysis. Results: Patient's satisfaction were affected by family income (b=-0.08; SE=0.48; p=0.093), level of education (b=-0.44; SE= 0.27; p= 0.102), length of stay (b=0.19; SE=0.99; p=0.059), doctor's salary (b= 0.02; SE=0.01; p=0.060), doctor's working period (b=0.99; SE=0.44; p=0.024), type of insurance (b= 0.72; SE=0.32; p=0.027), type of class (b= 2.11; SE=0.38; p<0.001), and quality of health services (b=0.16; SE=0.51; p=0.002). Quality of health services were affected by family income (b=-0.15; SE=0.07; p=0.039), length of stay (b=0.37; SE=0.15; p=0.017), doctor's working period (b= 0.13; SE=0.68; p=0.056), insurance types (b= 1.04; SE=0.50; p= 0.036), and type of class (b=2.24; SE=0.59; p<0.001). Conclusion: Patient's satisfaction are affected by family income, level of education, length of stay, doctor's salary, doctor's working period, type of insurance, type of class and quality of health services. Quality of health services are affected by family income, length of stay, doctor's working period, insurance types, and type of class.

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Section: Discussionsupporting

confidence: 81%

The Influence of Personal Factors of the Patient, Doctor, Payment Method and Type of Class to the Quality and Satisfaction of Inpatient Care Services in Dr. Moewardi Hospital Surakarta

Akbar

Adriani²,

Murti

2017

J HEALTH POLICY MANAGE

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“…The patients without insurance had lower trust score. In the previous studies, it was confirmed that the evaluation of the patients with insurance coverage compared with the patients without such protection is more positive concerning the services they receive from the hospital (20). The patient's health status was also influential on the patient's trust to the hospital and the patients who had evaluated their health status as good at discharge time, had a high-trust score.…”

Section: Discussionmentioning

confidence: 74%

The Effect of Hospital Service Quality on Patient's Trust

Zarei

Daneshkohan

Khabiri

et al. 2014

Iran Red Crescent Med J

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Background:The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient’s trust is the service quality.Objectives:This study aimed to examine the effect of quality of services provided in private hospitals on the patient’s trust.Patients and Methods:In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression.Results:The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P < 0.001) were the strongest factors in predicting patient’s trust, but the quality of the environment had no significant effect on the patients' degree of trust.Conclusions:The interaction quality and process quality were the key determinants of patient’s trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff.

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“…This finding is in line with several previous researches in Iran 24,25 and elsewhere. 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.…”

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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The role of expectations in patients' hospital assessments

Cited by 55 publications

References 17 publications

The Influence of Personal Factors of the Patient, Doctor, Payment Method and Type of Class to the Quality and Satisfaction of Inpatient Care Services in Dr. Moewardi Hospital Surakarta

The Influence of Personal Factors of the Patient, Doctor, Payment Method and Type of Class to the Quality and Satisfaction of Inpatient Care Services in Dr. Moewardi Hospital Surakarta

The Effect of Hospital Service Quality on Patient's Trust

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

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