THE NEW TOOL AND RELATIONSHIP BETWEEN SERVICE QUALITY AND INPATIENT SATISFACTION IN MEASURING HEALTHCARE QUALITY

Abstract

https://doi.org/10.32827/ijphcs.6.1.160

Objective: The aim of this study to demonstrate that have correlation between healthcare service quality (SQ) and inpatient satisfaction (PS/IPS) with significant through the new model of research, ensure method of mesuring quality by new tool’s base on customer expectation.

Subject and method: The study obtained feedback from inpatients, measure consumers’ perceptions of healthcare quality in both functional and technical quality including, using the SERVQUAL instrument with five generic dimensions (the original 22 scores instruments) for functional quality to combinate with the 8 dimensions for technical quality; Beside, measure inpatients satisfaction by Tool of Victorian Patient Satisfaction Monitor (VPSM) with 6 origin dimensions (25 scores instruments). Survey on Vietnam National Heart Institute at Bachmai Hospital in Vietnam. The study refers to the period one month from January to February 2014.

Result: Altogether 325 inpatients were interviewed and identified by stratified random sampling. Most inpatients whose length of stay in Vietnam National Heart Institute in the Bachmai hospital. The firth method’s Measuring healthcare quality by functional and technical quality; The functional quality by SERQUAL intrument with 5 items (22 score) and Technical quality item (8 score). After performing factor analysis, we have six elements are drawn: Reliability (IVA) with 5 variables, Responsiveness (IVB) with 4 variables, Assurance (IVC) with 4 variables, Empathy (IVD) with 5 variables, Tangible (IVE) with 5 variables, and Technical quality(IVF) had 8 variables with highly Corrected Item-Total Correlation of IPS and reliability coefficient. Measuring healthcare through Tool of VPSM with 6 origin dimensions. After performing factor analysis, we have six elements are drawn: Access and Admission Index (DVa), General Patient Information Index (DVb), Treatment and Related Information Index (DVc), Complaints Management Index (DVd), Physical Environment Index (DVe), Discharge and Follow-up Index (DVf).The relationship between patient satisfaction (PS) and service quality (SQ) with R = 0.834 (p < 0.0001).

Conclusion: There is a strongly positive relationship between patient satisfaction (PS) and service quality (SQ) with high significant, ensure method of mesuring healthcare service quality by new tool’s base on customer expectation.

Keywords: Measuring Healthcare quality, Relationship, Service quality, Inpatient Satisfaction.