The Quality of Maternity Services in Mashhad Educational Hospitals, Using SERVUSE Model
Journal Title: Journal of Health Management and Informatics - Year 2018, Vol 5, Issue 4
Abstract
Introduction: Reducing maternal and neonatal mortality requires improved care quality; the aim of this study was to determine various dimensions of the quality of services in maternity wards in Iran from the patient’s perspective. Methods: In this cross-sectional study which was conducted from April to October 2017, 363 patients were selected from maternity wards of five hospitals affiliated to Mashhad University of Medical Sciences by convenience sampling method. Data collection tools consisted of the SERVUSE (Service Usability questionnaire), including 51 items in 6 dimensions of services quality; its validity and reliability were determined in previous studies. Data analysis was performed using SPSS, version 20. The analysis was performed using descriptive and inferential statistical methods including Wilcoxon, Kruskal Wallis and Mann-Whitney tests. The significance level in all the tests was considered 5%. Results: The total mean scores of the patients’ expectation and perception were 19.10±2.14 and 15.11±4.25, respectively. The highest expectation and perception were related to the usability dimension, and the lowest expectation and perception were related to reliability dimension. The differences between the median score of perception and expectation for all dimensions and total median score of perceptions and expectations were statistically significant (P<0.05, using Wilcoxon test). There were no statistically significant differences in the median score of the gap between the patient’s expectations and perceptions at the levels of demographic variables (P>0.05, using Mann-Whitney and Kruskal Wallis tests). Conclusion: It seems that the service quality of maternity ward of hospitals was approximately unsatisfactory from the patients’ perspective, and they had high expectations in maternity wards of hospitals. Since maternity service quality is critically important, improvement of quality requires management, concordant participation, and efforts of the hospital and staff at all levels of the medical facilities and convenience.
Authors and Affiliations
Fariba Askari, Nahid Maleki-Saghooni, Eisa Nazar, Zahra Hadizadeh Talasaz, Ali Vafaee Najar
Keywords
Related Articles
- EP ID EP437027
- DOI -
- Views 65
- Downloads 0
Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model
Introduction: Patient satisfaction is crucial to the long-run success in health care center. With regard to the highest patients’ referral to the emergency department and the existing challenges due to the patient’s need...
Evaluation of the structure of websites of educational hospitals of Fars province in 2016
Introduction: In the recent years, evaluation of websites has become one of the main organizational instruments for the relationship between provision of services for customers and beneficiaries. Despite the high costs f...
Spatial Assessment of Accessibility to Public Healthcare Services: A Case Study on Accessibility to Hospitals in Shiraz
Introduction: Unfair distribution of healthcare services is one of the most important issues all over the world. The present study aimed to determine the distribution pattern of available hospital beds and the accessibil...
Evaluation of the Users’ Continuous Intention to Use PACS Based on the Expectation Confirmation Model in Teaching Hospitals of Shiraz University of Medical Sciences
Introduction: Users’ behavioral intention to use the Picture Archiving and Communication System (PACS) is important in the systems’ success and is an indicator of the users’ satisfaction with commitment and dependence on...
Job satisfaction and social capital in university teachers
Introduction: Social capital is multidimensional and it is about the value of social networks and relations between people. Social capital refers to the relationships that forms the quality and quantity of the society’s...