Search published articles


Showing 3 results for Expectations
Hospital Services Quality From Patients' Point Of View: A Cross-Sectional Study In Tehran Private Hospitals
Ehsan Zarei, Seyed Mahmud Ghazi Tabatabai, Abbas Rahimi Forushani, Arash Rashidiyan, Mohammad Arab,
Volume 5, Issue 4 (1-2012)
Abstract

Background and Aim: Over the past decade, the number of private centers providing health care services in Iran has had a continuous growth and the highly competitive market in private hospitals industry has caused increasing pressure on them to provide services with a higher quality. The purpose of this study was to assess the quality of services being provided in private hospitals of Tehran as judged by patients.

Materials and Methods: This cross-sectional study was conducted in 2010 in Tehran. The study sample comprised 983 patients, randomly selected from 8 private hospitals. The survey instrument was the standard SERVQUAL questionnaire. Wilcoxon, t-test, and Kruskal-Wallis tests were used for statistical analyses.

Results: The total mean scores of patients' expectation and perception were 4.92 and 4.02, respectively. The highest figures were related to the tangible factors dimension and the lowest ones to the empathy dimension. The differences between the perception and expectation for all the 22 items and the 5 dimensions were found to be statistically significant(p< 0.001).

Conclusion: SERVQUAL is valid and reliable in hospital settings as a standard tool for the assessment of quality. The results of the present study have revealed the areas that need to be improved as far as the patients are concerned. Measuring the opinion of patients can help facilitate the provision of hospital services, and improve the quality of such services and patients' satisfaction.


The Quality of Services Perceived and Expected by Those referring to Private Labs Under the Health Insurance Contract
Mohammad Arab, Ebrahim Jaafari Pooyan, Abbas Rahimi Forushani, Azam Sadat Rivandi,
Volume 12, Issue 2 (7-2018)
Abstract
Background and Aim: The quality of healthcare services is determinant in patients’ improvement process, upgrading their satisfaction, ranking healthcare centers, and preventing patients’ repeated referrals leading to more costs for healthcare centers and insurance companies. The purpose of this study was to evaluate the quality of services -- from the perspective of patients -- given by the laboratories having contract with Iran Health Insurance Organization (IHIO). 
Materials and Methods: In this cross-sectional study, the opinions of 302 patients having referred to the laboratories in contract with IHIO in Tehran were surveyed with a researcher-developed questionnaire. Descriptive and inferential statistical tests were used to analyze and report the results.
Results: The sample included 43.5% males and 56.5% females. Most of the participants were married (71/3%). Based on the results, the patients' perception of the quality of laboratory services was 78%. Their expectation of services was 85%. The gap between perception and expectation of clients in all dimensions was statistically significant (p<0/001).
Conclusion: The gap between clients’ perception and expectation in all dimensions suggests that there is some room for improving the quality of laboratory services. The results of this assessment can surely affect the way IHIO treats with laboratories in terms of extending contracts and strategic purchase of services from these centers. In addition, patients' opinions will be important in improving the quality of services. 

Production of Branding Model for Health Services Based on Clients’ Expectations Approach
Masoomeh Abdi Talarposhti, Ghahraman Mahmoudi Alemi, Mohammad Ali Jahani,
Volume 15, Issue 4 (10-2021)
Abstract
Background and Aim: One of the reasons that caused healths clients are feeling dissatisfaction with health organizations is expectations that they are creating and not able to meet according to their expectations. Therefore, the present study was conducted with the aim of production a branding model for health services with the of clients’ expectations approach.
Materials and Methods: This compound study was performed in 2021. The statistical population of this study in qualitative phase included 20 academic and institutional experts using snowball sampling and the Delphi technique. For the quantitative phase, 830 people referred to health centers were selected as service recipients. The validity of the questionnaire was confirmed by face, content, and structural validity, and its reliability was confirmed by Cronbach’s alpha of 0.96 Quantitative data were presented by EQS software version 6.1 with confirmatory factor analysis and using structural equations.
Results: The results of factor structure in healthcare branding based on six main themes of competitive position, brand equity, brand accessibility, brand consolidation in the minds of clients and the market, branding strategies, and consumer-brand relationship with 19 sub-themes based on the perspective of health services clients (CFI=0/9, TLI=0/9, SRMR=0/049, RMSEA=0/09) had a good fit and the internal consistency of the items had significant levels (P<0/05).
Conclusion: The results of this study show that 19 sub-main themes confirm the six-factor structure of health services branding and were one of the effective themes in branding from the perspective of clients. Since the branding of health services improves the quantity and quality of services provided in the health system, therefore, it is suggested that by creating innovation in the quantity and quality of services provided, access to health services, creating a competitive advantage and empowering employees and improving communication skills, an effective step can be taken in health services branding planning.

Page 1 from 1     

© 2024 , Tehran University of Medical Sciences, CC BY-NC 4.0

Designed & Developed by: Yektaweb