Measuring and Validating Consumer Based Brand Equity of Emergency Health Care Services by Using 5Q Model of Health Care Service Quality

2016 ◽  
Author(s):  
Nageena Tabassum Rana
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Brand Equity ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Emergency Health Care ◽  
Care Services

Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Firas AlOmari
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Content Type ◽  
Five Dimensions ◽  
Patient’S Perspective ◽  
Care Services ◽  
Patient’S Perception

Purpose The purpose of this paper is to gauge the health-care services from a patient’s perspective in five private hospitals in the Syrian capital Damascus. Design/methodology/approach The five dimensions-SERVQUAL model (tangibility, empathy, assurance, reliability and responsiveness) was implemented to measure the gap between patient’s perception and expectation in health-care service quality. Findings The SERVQUAL tool proved to be reliable and valid in assessing service quality in Syrian health-care setting. The assessment of the service quality from a patient’s perspective shows that all SERVQUAL dimensions were negative except for tangible element that scored (+0.57) gap. Based on patient’s expectation, empathy scored the highest score with (4.37), followed by responsiveness (4.17), reliability (3.90), tangibility (3.82) and assurance (3.45). The widest negative gaps among the 22 SERVQUAL items were related to listening skills of hospital staffs (−1.52) and for spending enough time with patient (−1.81). This study indicated that tangible dimension plays a significant role in balancing the deficiency in other service quality dimensions. In addition, communication skills of medical and paramedical staff should be improved to ameliorate patient’s perception about health-care services. Research limitations/implications This study provides valuable insights into the patient’s perception, but the feedback from hospital staffs (doctor, nurses) and hospital’s senior managers also considered potential rich information sources. This survey is conducted in the capital, and future research should include replication of this study in the other 13 Syrian governorates before generalizing the findings of this research. Practical implications Hospital administrator could use SERVQUAL model to improve their operational performance as well as to benchmark their behavior against other competitors in the health-care market in Damascus. This paper provides valuable information to policymakers and top hospital management to understand patient-centered care and to improve health-care system in Syria. Besides, this research provides a marketing insight to realize what patient expects and how she/he assesses the care service. Originality/value To the author’s knowledge, this is one of very few studies conducted to assess service quality in private health-care sector in Damascus. The main contribution of this study is providing the empirical evidence that the five dimensions-SERVQUAL scale proved to be reliable and valid instrument for measuring and analyzing health-care service quality in Syria.

The effects of service quality and perceived price on revisit intention of patients: the Malaysian context

2020 ◽  
Vol 12 (4) ◽  
pp. 541-558
Author(s):  
Kim Piew Lai ◽  
Yuen Yee Yen ◽  
Chong Siong Choy
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Structural Equation ◽  
Health Care Services ◽  
Health Care Service ◽  
Content Type ◽  
Care Services ◽  
Revisit Intention ◽  
Medical Fees ◽  
Perceived Price

Purpose This paper aims to investigate the effects of service quality and perceived price (monetary and behavioural price) on the revisit intention of patients to hospitals, as well as the mediating role of perceived price on the relationship between service quality and revisit intention. Design/methodology/approach This paper distributes questionnaires to outpatients in three major cities in Malaysia, namely, Penang, Melaka and Johor. Patients who were in the foyer, dispensary area and waiting area were intercepted where their responses were sought. The responses obtained from 400 patients were analysed using the structural equation modelling technique. Besides analysing the path coefficients, this study has examined the common method variance, bias and indirect effects of the relationships. Findings The results suggest that patients pay more attention to certain values in their search for the best health-care service and subsequently move on to new values. Pricing is an effective strategy to promote favourable behavioural intentions amongst patients. Better service quality is reflected in the reasonableness of monetary costs incurred by patients in acquiring health-care services. Patients who received poor services will be more likely to compare such services to the medical costs incurred to ascertain the worthiness of the amount paid. In addition, service quality also influences how patients perceive spending their time and efforts (waiting for nurses and physicians, as well as queueing in hospitals) as worthy and vice-versa. Their revisit intention will also be affected by the extent of which they invest their time, energy and efforts to search for relevant information. Practical implications The hospitals which desire to charge additional fees should enhance their service quality to reflect price equity. This is imperative in view of the pricing structure which can be relatively complex in subsequent follow-up treatments that may affect the decision of patients on the sources of health-care services. Originality/value Given the inevitable increase in medical fees, the perceived price can be a key determinant to the overall judgement patients had in terms of the health-care services received and the time and efforts sacrificed. However, the importance of monetary price and the behavioural price is still relatively unstudied, particularly their influence on revisit intention in the health-care setting.

The Perceptions and Usage Intention of a Telecare System: An Empirical Study in Taiwan

2011 ◽  
Vol 467-469 ◽  
pp. 1056-1065
Author(s):  
Hui Lung Hsieh ◽  
Chung Hung Tsai ◽  
Bi Kun Chuang
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Comprehensive Evaluation ◽  
Care Service ◽  
Health Care Service ◽  
Care Services ◽  
Individual Privacy ◽  
Telemedicine Technology ◽  
Patient Health ◽  
Biomedical Technologies

With the growing number of aging population and chronic illnesses, how to help elderly residents access the health care service timely is a challenge for health care institutions in Taiwan. Recent advances in information, communication and biomedical technologies have combined to allow the development of various types of telemedicine technology designed to enhance or expand the health care services of elderly residents. However, most telecare studies focused only on medical care or development of technology rather than on comprehensive evaluation of residents’ (or patients’) perception about service processes. The purpose of this study was to explore rural residents’ perceptions and usage intention of a telecare system after they have used it. Results from this exploratory study showed that most elderly people have never heard or touched telecare systems before the study was conducted. However, the general perceptions of such systems included improvement of interacting with medical staffs, safety protection, convenient care, and one needed item of services in daily life. Especially, the mostly risk perception was privacy risk, that is, data confidentiality and individual privacy. Generally, most elderly residents evaluated their telecare experiences and perceptions as being positive. Besides, most elderly resident were willing to use the telecare system without fees. However, they felt risky about confidentiality and privacy toward this technology. To improve trustworthy perception of this novel technology, telecare providers should implement appropriate safeguards to protect patient health information exchanged in a telecare setting. Also, the physicians/nurses should take the time to communicate with the residents, especially in the form of education, about the benefits of technology. To optimize the effectiveness of this promising technique, more research on the relationship between residents’ (or patients’) perceptions and influences of technology will need to be conducted continually in future.

scholarly journals Use of health care services 6 months following major trauma

2007 ◽  
Vol 31 (4) ◽  
pp. 628 ◽  
Author(s):  
Belinda J Gabbe ◽  
Ann M Sutherland ◽  
Owen D Williamson ◽  
Peter A Cameron
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Service Use ◽  
Major Trauma ◽  
Injury Severity ◽  
Care Service ◽  
Health Care Service ◽  
Trauma Patients ◽  
Care Services ◽  
Use Of Health Care

To establish the use of health care services 6 months following major trauma, 243 blunt major trauma patients were recruited during their acute hospital stay and followed up by telephone interview at 6 months post-injury. Data collected at 6 months included health care service usage and their level of disability according to the Glasgow Outcome Scale ? Extended (GOSE). Ninety-four percent of patients were living in the community at 6 months, and most (69%) reported continued use of health care services. Of those with ongoing disability, non-compensable patients were significantly more likely (OR 3.7; 95% CI, 1.6?8.6) to have ceased health care service use than compensable patients, independent of injury severity.

scholarly journals The assessment of the knowledge and awareness about glaucoma in glaucoma patients and general population: a sample from Turkey

2017 ◽  
Vol 6 (1) ◽  
pp. 35 ◽  
Author(s):  
Gökçe Dağtekin ◽  
Zeynep Demirtaş ◽  
Aziz Soysal ◽  
Nilgün Yildirim ◽  
Fatih M. Önsüz ◽  
...  
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Preventive Health Care ◽  
Population Based ◽  
Healthy People ◽  
Care Services ◽  
Level Of Knowledge ◽  
Age Range

Background: The study aimed to evaluate the level of knowledge and awareness of glaucoma and their possible determinants in a group of people diagnosed with glaucoma and in a population based group without glaucoma.Methods: The study included people with an age range of 40 to 80years; 410 patients without glaucoma who admitted to primary health care service and 113 patients who admitted to hospitals with diagnosis of glaucoma. In addition to Glaucoma Knowledge Level Questionnaire (GKLQ), participants were asked about their socio-demographic characteristics, level of awareness and resources of the information about glaucoma. Multivariate logistic regression and multiple linear regression analyses were used to assess the variants which have impact on the level of the awareness about glaucoma and to evaluate the factors effective on the score of GKLQ, respectively.Results: The ratio of awareness about glaucoma was found to be 64.1% in people without glaucoma. The knowledge and awareness about glaucoma were found to be higher in glaucoma patients compared to healthy people but not at a desired level. The education level was the only factor effecting both awareness and knowledge about glaucoma.Conclusions: As awareness about glaucoma can lead to early detection, the assessment of the knowledge and awareness about glaucoma is very important in terms of disease prevention. Health education and preventive health care services should be programmed including for both glaucoma patients and healthy people based on the level of their education.

scholarly journals Experience and overall satisfaction of foreign patients with the health care services received in Latvia

2020 ◽  
Vol 85 ◽  
pp. 02009
Author(s):  
Daiga Behmane ◽  
Anda Batraga ◽  
Mara Greve ◽  
Didzis Rutitis
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Service Evaluation ◽  
Care Services ◽  
The Difference ◽  
High Level ◽  
Patients Experience

The study evaluates foreign patients' experience and satisfaction in relation to the health care received in Latvia. By applying the gap model of service evaluation, the study reveals the difference between expected and received service outcome in Latvia, and draws conclusions about the importance of individual and patient experience factors related to the overall patient satisfaction. The study concludes that in all groups of factors matrix proposed in the study: (1) general travel or destination factors; (2) communication factors; (3) factors related to the choice of service and (4) factors related to the choice of health care institution, patients evaluated the perceived health care outcome higher than the expected outcome. The results of the study lead to the conclusion that there is a significant gap in foreign patients' knowledge regarding the possibilities of receiving a high-level health care service in Latvia. The results also reveal the most important determinants of patient experience and related satisfaction.

Financial Affordability, Health Insurance, and Use of Health Care Services by the Elderly: Findings From the China Health and Retirement Longitudinal Study

2019 ◽  
Vol 31 (6) ◽  
pp. 510-521 ◽  
Author(s):  
Jiaojiao Ren ◽  
Ding Ding ◽  
Qunhong Wu ◽  
Chaojie Liu ◽  
Yanhua Hao ◽  
...  
Keyword(s):  
Health Care ◽  
Health Insurance ◽  
Longitudinal Study ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
The Elderly ◽  
Cluster Sampling ◽  
Service Usage ◽  
Care Services

The rapidly growing aging population has attracted global attention. This study explores the associations between 3 basic health insurances, and it identifies factors associated with health care services among the elderly populations. This study is based on multistage stratified cluster sampling method from the 2013 China Health and Retirement Longitudinal Study (CHARLS) resulting in 7589 participants. Medical Insurance for Urban Employees (MIUE) members were more likely to use inpatient health care services. Health insurance programs were associated with inpatient services usage but not outpatient services usage. There are significant disparities in medical costs and health care service usage among the 3 insurance programs. Health insurance program is only associated with inpatient care. These findings may provide some suggestions to support improvements to the Chinese health care system.

‘Out of Pocket Expenditure’ of Health Care Services in India: Factors, Consequences and Solution

2013 ◽  
Vol 9 (2) ◽  
Author(s):  
Shatabdi Bagchi ◽  
Priyanka Bakhshi
Keyword(s):  
Health Care ◽  
Health System ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Secondary Data ◽  
Critical Factor ◽  
World Health ◽  
World Health Survey ◽  
Care Services

Financing is the most crucial part of the of the health care service delivery system and health care finance is one of the most critical factor contributing in the poverty scenario of any country.  In developing countries like India where the health system should be more equitable and cost effective, the soaring problem of ‘out of pocket expenditure’ on Health System has shown a gloomy face and raises question on health equity. Evidences from several studies In India show that out of pocket expenditures on health care services intensify poverty.  In the World Health Survey of 2011, India was ranked 42nd in the list of countries with highest average of out of pocket expenditure. The survey found that 74.4 per cent of private expenditure on health was paid out of pocket. The article discusses the triggering factors which lead to the inequitable out of pocket health expenditure. Secondary Data from World Health Statistics 2010, NSSO 52nd and 60th round have been used here as evidence.

scholarly journals Preventable infant mortality and quality of health care: maternal perception of the child's illness and treatment

2002 ◽  
Vol 18 (6) ◽  
pp. 1519-1527 ◽  
Author(s):  
Salime Hadad ◽  
Elisabeth França ◽  
Elizabeth Uchôa
Keyword(s):  
Health Care ◽  
Health Care Professionals ◽  
Health Care Services ◽  
Qualitative Methodology ◽  
Care Service ◽  
Health Care Service ◽  
Health Care Facilities ◽  
Health Care Personnel ◽  
Care Services ◽  
Belo Horizonte

This study used a qualitative methodology to analyze the discourse of mothers from Greater Metropolitan Belo Horizonte, Minas Gerais, Brazil, whose infant children had died from what were considered avoidable causes (diarrhea, malnutrition, and pneumonia), seeking to elucidate the factors associated with utilization of health care services. Identification of the illness by the mother was related to perception of specific alterations in the child's state of health. Analysis of the alterations helped identify the principal characteristics ascribed to each alteration and their relationship to the search for treatment. The authors also studied the mother's assessment of treatment received at health care facilities; 43.0% of the cases involved problems related to the structure of health care services or the attending health care professionals. In 46.0% of the cases, mothers associated the child's death with flaws in the health care service. The study group showed a variety of interpretations of illness, often distinct from the corresponding biomedical concepts. The fact that attending health care personnel overlooked or underrated the mother's perception of the illness and the lack of communications between health care personnel and the child's family had an influence on the child's evolution and subsequent death.

scholarly journals The role of health services in encouraging disclosure of violence against women

2017 ◽  
Vol 56 (4) ◽  
pp. 220-226
Author(s):  
Vesna Leskošek ◽  
Miha Lučovnik ◽  
Lucija Pavše ◽  
Tanja Premru Sršen ◽  
Megie Krajnc ◽  
...  
Keyword(s):  
Health Care ◽  
Health Services ◽  
Health Care Services ◽  
Health Workers ◽  
Care Service ◽  
Health Care Service ◽  
Care Staff ◽  
Health Care Staff ◽  
Care Services

Abstract Introduction The aim of the survey was to assess the differences in disclosure by the type of violence to better plan the role of health services in identifying and disclosing violence. Methods A validated, anonymous screening questionnaire (NorAQ) for the identification of female victims of violence was offered to all postpartum women at a single maternity unit over a three-month period in 2014. Response rate was 80% (1018 respondents). Chi square test was used for statistical analysis (p<0.05 significant). Results There are differences in disclosure by type of violence. Nearly half (41.5%) of violence by health care services was not reported, compared to 33.7% physical, 23.4% psychological, and 32.5% sexual that was reported. The percentage of violence in intimate partnership reported to health care staff is low (9.3% to 20.8%), but almost half of the violence experienced by heath care services (44%) is reported. Intimate partnership violence is more often reported to the physician than to the psychologist or social worker. Violence in health care service is reported also to nurses. Conclusions Disclosure enables various institutions to start with the procedures aimed at protecting victims against violence. Health workers should continuously encourage women to speak about violence rather than asking about it only once. It is also important that such inquiries are made on different levels of health care system and by different health care professions, since there are differences to whom women are willing to disclose violence.

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