Abstract
This study aimed to identify the levels of quality of health services in government hospitals in Sudan. It also aimed to examine the availability of the dimensions of health services quality, which included tangibles, reliability, responsiveness, confidence and empathy. It has been conducted in the grand didactic hospitals in Khartoum state, Sudan; namely Khartoum, Bahri and Omdurman. The sample of this study included patients and customers who are supposed to benefit from the service under study. The respondents are exposed to a questionnaire of (22) statements to measure the dimensions of the availability of quality in the health service. The findings of the study showed that the patients and customers demonstrated a high level of awareness towards the presence and quality of dimensions of health services provided by government hospitals. It is also revealed that the five health dimensions of quality are not available in government hospitals and their applications are not the concern of the hospital managements.
Highlights
Unlike other services, the health service and its dimensions have received a considerable attention lately due to its connection with health and human life
The health service and its dimensions have received a considerable attention lately due to its connection with health and human life. This attention was crystallized vigorously as the researchers and interests began to probe the quality of health service and its dimensions that serve as indicators to measure the levels of its quality
1- The patients and customers are fully aware of the required levels of health services to be provided by government hospitals in Sudan
Summary
The health service and its dimensions have received a considerable attention lately due to its connection with health and human life. This attention was crystallized vigorously as the researchers and interests began to probe the quality of health service and its dimensions that serve as indicators to measure the levels of its quality. The managements of government hospitals in Sudan are faced with several challenges and queries when they offer services to patients and customers These queries formulated the problem of this study-: 1- What are the factors and variables that affect the dimensions of quality from patients and customers’ viewpoints?
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