The role of expectations in patient assessments of hospital care An example from a university hospital network, Turkey

The role of expectations in patient assessments of hospital care An example from a university... Purpose – The aim of this paper is to document a study, in which the SERVQUAL scale was used to evaluate hospital services, conducting a preliminary assessment of patient attitudes regarding the important aspects of service dimensions. Design/methodology/approach – The SERVQUAL scale was implemented into routine use at the Baskent University Hospitals Network in Baskent, Turkey. The study consisted of 550 randomly chosen patients who presented to any member hospital in that network during January and February 2006 and received treatment as inpatients or outpatients at those healthcare facilities. The SERVQUAL scale was utilised to evaluate hospital services. Findings – A questionnaire was completed by a total of 472 (86.0 per cent) patients. The perceived scores of the patients were higher than expected for an ordinary hospital but lower than expected for a high‐quality hospital. The highest difference between the perceived service score and the expected service score was found at the Alanya Application and Research Center in Alanya, Turkey. Originality/value – The paper demonstrates the use of the SERVQUAL scale in measuring the functional quality of the hospitals assessed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

The role of expectations in patient assessments of hospital care An example from a university hospital network, Turkey

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0952-6862
D.O.I.
10.1108/09526860810880144
Publisher site
See Article on Publisher Site

Abstract

Purpose – The aim of this paper is to document a study, in which the SERVQUAL scale was used to evaluate hospital services, conducting a preliminary assessment of patient attitudes regarding the important aspects of service dimensions. Design/methodology/approach – The SERVQUAL scale was implemented into routine use at the Baskent University Hospitals Network in Baskent, Turkey. The study consisted of 550 randomly chosen patients who presented to any member hospital in that network during January and February 2006 and received treatment as inpatients or outpatients at those healthcare facilities. The SERVQUAL scale was utilised to evaluate hospital services. Findings – A questionnaire was completed by a total of 472 (86.0 per cent) patients. The perceived scores of the patients were higher than expected for an ordinary hospital but lower than expected for a high‐quality hospital. The highest difference between the perceived service score and the expected service score was found at the Alanya Application and Research Center in Alanya, Turkey. Originality/value – The paper demonstrates the use of the SERVQUAL scale in measuring the functional quality of the hospitals assessed.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Jun 13, 2008

Keywords: Patients; Customer satisfaction; Individual perception; Health services; Turkey

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