Abstract
This study assessed the relationship between perceived service quality of health information management personnel and patient satisfaction in selected tertiary hospitals in Nigeria. A cross sectional survey was conducted with 280 patients from three tertiary hospitals in a Nigerian State. A self-administered questionnaire was distributed to outpatients who were literate, willing and attending the clinics for at least a second time. Perceived service quality was measured using a modified version of Service Quality (SERVQUAL) scale. Patient satisfaction was measured on a 4-point Likert-type scale developed by the researchers. Collected data were subjected to statistical analysis using mean, standard deviation and regression analysis. The surveyed patients were moderately satisfied with the services of the health information management personnel. Accordingly, patients’ perception of the health information management personnel service quality was found to be average. In addition, the research has shown that patients’ perception of health information management personnel service quality significantly influence their level of satisfaction in the studied tertiary hospitals (R = .62, F5,274 = 35.95, p = .000). Patient perceptions of service quality determine their overall satisfaction levels with the health information management personnel services. The tangible service quality dimension had more influence on patients’ satisfaction.
Highlights
The healthcare delivery system of a nation relies to a large extent on the efficacy of its hospitals delivering quality healthcare services
This study focused on tertiary hospitals because they have a more structured health information management department when compared with other types of hospitals
The service quality dimension of tangibles was found to be the only service quality dimension to have a significant relative influence on patient satisfaction. This is contrary to studies that found the responsiveness, empathy, and assurance dimension contributes more to patients' satisfaction (Essiam, 2013; Kitapci et al, 2014). While these are studies based on overall hospital services, this study focused on services rendered by the health information management department
Summary
The healthcare delivery system of a nation relies to a large extent on the efficacy of its hospitals delivering quality healthcare services. It is essential to mention that there are three levels of health care system in Nigeria: primary, secondary, and tertiary. Tertiary hospitals stand at the peak of health care in Nigeria offering specialised healthcare services with referrals from primary and secondary health facilities. The health information management department, apart from being patients’ first port of call, serves a number of other functions in a hospital They provide health records management functions which include creation, maintenance, and disposal of patients’ records. The department ensures the prompt availability of patients’ records to authorised caregivers, thereby allowing for consistency in treatment. This is an indication of the custodian services rendered by the health information management department
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