Patient Expectation and Perception Regarding the New Scheme in a Tertiary Care Teaching Hospital
Journal Title: Scholars Journal of Economics, Business and Management - Year 2017, Vol 4, Issue 11
Abstract
Abstract:To contribute to India’s target towards the achievement of fourth and fifth Millennium Development Goals (MDG) namely Reduce Child Mortality and Improve Maternal Health respectively, a new scheme called “NarayanaMaathruSevaPadhakam” was introduced in Narayana Medical College Hospital, Nellore, Andhra Pradesh, India. A study was carried out to assess the service quality provided through this scheme aiming to measure the service quality gap between patients' expectations and the perception of services and to identify the aspects of care for improvement among female patients who were admitted to the Obstetrics department, Narayana Medical College Hospital. A modified Service Quality (SERVQUAL) questionnaire comprised 22 questions, 7-Point Likert Scale (Strongly disagree=1 to Strongly agree=7) assessing 5 dimensions namely Tangibility, Reliability, Responsiveness, Assurance, and Empathy was given to a total sample of 100 patients using convenience sampling method between January’17 – March’17. The mean of the patient expectations and perceptions, gap score values, SERVQUAL weightings and weighted scores were calculated using MS Excel and SPSS software version 19 (USA).The results revealed that service gap scores of patients’ perception exceeded expectation in all dimensions supported by the evidence of scores - Expectations: 5.49, 5.20, 5.29, 5.10, 5.37; Perceptions: 6.59, 6.30, 6.27, 6.09, 6.16; Weightings: 18.18, 22.73, 18.18, 18.18, 22.73; Weighted scores: 20.00, 25.00, 17.82, 18.00, 17.96 for Tangibility, Reliability, Responsiveness, Assurance, Empathy respectively. As the weighted scores for Empathy, Responsiveness, and Assurance were less than the SERVQUAL weightings, the aspects of care in these service dimensions are to be improved. Keywords:Service quality, patient expectation, perception, service gaps, RATER scale, institutional deliveries.
Authors and Affiliations
VenkataRamya Bola, Satish Kumar Saginela, Sreeram Satish, Rama Mohan Desu, Sahana Bhat
Keywords
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