Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece

Mitropoulos, Panagiotis; Vasileiou, Konstantinos; Mitropoulos, Ioannis

doi:10.1016/j.jretconser.2017.03.004

Cited by 45 publications

(58 citation statements)

References 35 publications

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“…Users perceived these characteristics as sympathetic and caring; so that, they trust the staff members to take care of them or their family member (21). Caring and friendly services have also been found to be associated with the increase of user satisfaction (8, 22). As a result, the intention to visit the same HCSs and to use the services of HCSs will increase (23).…”

Section: Discussionmentioning

confidence: 99%

“…To support the health improvement program, one needs to conduct a thorough evaluation of the current state of the available HCSs. A more inclusive approach to said HCSs evaluation would include the perspectives of its users (6); this inclusion would help stakeholders to understand the health care needs, demands, and interest of the communities better (7, 8). Here, the users are considered as experts (9).…”

Section: Introductionmentioning

confidence: 99%

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Jakartans' Perceptions of Health Care Services

Sokang

Westmaas

Kok

2019

Front. Public Health

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Health Care Services (HCSs) should implement ongoing innovation and continuously improve their quality. However, in evaluating the quality of HCSs, too little attention has been given to the experience of the users concerning the acquired services. This study focused on how the community values the current services in order to improve HCSs in Indonesia, especially in Jakarta. Four focus group discussions were conducted among 45 community members in the Grogol Petamburan sub-district, in Jakarta. Participants were recruited using a convenience sampling and the data were analyzed using a combination of human coding and NVivo-12. Overall, we found that participants had a negative view of the government-mandated Community Health Centers (CHCs) and they preferred to visit private clinics and hospitals over the CHCs. Participants associated CHCs with unfriendly staffs, longer waiting times, shorter opening hours, and crowded visitors. At the same time, participants had a positive view on the affordability of the CHCs. Additionally, we found the reasoning of Jakartans' (i.e., the citizens of Jakarta city) on using self- and traditional treatments before visiting HCSs and they also expressed the need for psychological services at CHCs. The discussion focuses on the results as feedback on how the government and health care providers may facilitate the community's needs in providing HCSs in Indonesia, especially Jakarta. In brief, we recommend the policy-makers to improve the hospitality of the staff members and the quality of the medical equipment; also, to provide psychological services at CHCs. These efforts need to be done while paying more attention to the cultural aspects of medicinal uses.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Jakartans' Perceptions of Health Care Services

Sokang

Westmaas

Kok

2019

Front. Public Health

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“…We adopt functional quality as the stimulus of PEPMs across patient experience for several reasons. First, due to insufficient knowledge to judge the technical aspects of care [ 22 , 23 , 24 , 25 ], vulnerable patients focus on functional aspects to judge trustworthiness and reduce their uncertainty about the invisible and uncontrollable nature of service results before taking any action [ 26 ]. Second, care results, which are the basis upon which patients judge technical quality, cannot be determined immediately [ 27 ].…”

Section: Theoretical Framework and Hypothesis Developmentmentioning

confidence: 99%

Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality

Mei

2020

IJERPH

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Despite extensive research on how patient engagement behaviors (PEBs) are facilitated though explicit technical interventions in medical services, research on the encouragement of PEBs from the perspective of the service process is lacking. This study explores how functional quality dimensions (responsiveness, empathy, surroundings, and access) affect PEBs (compliance and loyalty) through a two-channel psychological mechanism (trust and satisfaction). This study tests the proposed model using survey data from two public hospitals in southeastern China and employs the partial least square (PLS) technique of structural equation modeling (SEM) to analyze the data. The results show that service providers’ responsiveness, empathy, and access affect patient compliance and loyalty through patient satisfaction; however, the effect of surroundings is not significant. The responsiveness and empathy of service staff affect PEBs through patient trust. Considering the high-contact professional nature of medical services, we call for more efforts toward improving service processes rather than simply relying on technical interventions. Specifically, hospitals and contact employees should devote time and effort to functional quality management in three dimensions, namely responsiveness, empathy, and access, to secure patient trust and satisfaction.

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“…(46) Selain pendidikan, karakteristik usia juga mempengaruhi kepuasan pasien. (47) Selain karakteristik pasien, banyak aspek yang mempengaruhi kepuasan pasien, antara lain komunikasi tenaga kesehatan (dokter dan perawat) yang baik, (48,49) keramahan staf, jumlah informasi yang diberikan mengenai kondisi dan perawatan, ketersediaan saluran untuk mengajukan keluhan dan perasaan diperlakukan dengan hormat. (50) Aspek tersebut merupakan bagian dari dimensi jaminan dalam penelitian ini, yang merupakan dimensi kepuasan yang paling tinggi.…”

Section: Disease Prevention and Public Health Journalunclassified

Persepsi Pasien tentang Kualitas Layanan Mempengaruhi Kepuasan Pasien Rawat Inap Kelas III Rumah Sakit

Sulistyaningsih¹,

Cahyani²,

Zulala³

et al. 2020

Dis. Prevention and Public Health J.

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Background: The higher quality of hospital services will cause customers to have a high level of satisfaction and behavior. The purpose of the study was to analyze the quality of hospital inpatient services. Method: The survey research method used cross-sectional design. The sample of this study was 172 third class inpatients in PKU Muhammadiyah Gamping Hospital determined by consecutive sampling. Results: The results of study showed that patients' perceptions about the quality of inpatient services were mostly good on all dimensions (58%), most patients feel satisfied (63%). Conclusion: Education is significantly related to patients' perceptions of the quality of the hospital inpatient services. The experience of patients being treated in hospital is significantly related to inpatient satisfaction. Patients' perceptions of the quality of hospital inpatient services are significantly related to patient satisfaction. The quality dimension that needs to be improved is empathy, while the best is reliability.

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Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece

Cited by 45 publications

References 35 publications

Jakartans' Perceptions of Health Care Services

Jakartans' Perceptions of Health Care Services

Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality

Persepsi Pasien tentang Kualitas Layanan Mempengaruhi Kepuasan Pasien Rawat Inap Kelas III Rumah Sakit

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