Hospital Services Quality And Its Relation With Patient Trust And Satisfaction

Abstract

Service quality is the expected benefits and control over the level of excellence to meet customer desires. Thus the service quality of health care is an effort to fulfill the needs and desires of the customer as well as the accuracy of delivery according to customer expectations. The service quality means the fulfillment of the patient's expectations, and a service provider ability in satisfy­ing the patient's needs and expectations that will result in the customer's positive perception towards the capabilities of the service provider. The aim of the study: Assessing hospital services quality and its relation with patient trust and satisfaction. Research design: Descriptive correlational research design was used. Setting: This study was carried out at Mati Distract Hospital in Minia Governorate. Sample: Convenient sample of all available patients in Mati Hospital with total number (n= 100). Tools: Two tools were used, first tool demographic data, second tool consisted of (service quality, patient trust and patient satisfaction). Results: More than half (58%) of patients assessed the service quality as moderate service. High percent (57%) of patients had a moderate trust. More than half (52%) of patients were dissatisfied. Conclusions: The majority of the patents were dissatisfied about the services provided by the hospital. There were statistical significance relation between (service quality, patient trust and patient satisfaction) and level of education. Recommendation: In service hospital training program for quality and quality management.