Private Hospital Services Research Articles

Emotional intelligence and demographic factors: Moderating effects in service recovery strategy

This study highlights the role of emotional intelligence, gender, income, and residence area on the relationship between brand image, service recovery strategy, and satisfaction. The multistage with purposive sampling method has recruited 600 samples of private hospital services in Thailand. Self-administered online questionnaires via Google Forms were used to collect the data online. Confirmatory factor analysis and multigroup SEM have been used for hypothesis testing. The research explores emotional intelligence (EI), with lower emotional intelligence associated with more negative perceptions of social brand image. Lower income affects the symbolic and social image, influencing satisfaction with a service recovery strategy. The upcountry areas viewed experiential images more positively compared to those from urban regions. Gender did not significantly moderate these relationships. The study also highlights thatfactors do not substantially impact service recovery satisfaction but are still vital for effective communication and brand attachment. The results underscore the intricate dynamics of the various factors that shape consumer attitudes and behaviours toward service recovery strategy.

Evaluation of the Quality of Pharmaceutical Services in Private Hospitals in Sukoharjo in 2023

Introductory: Minimum Service Standards are very important because they are a benchmark for the performance of health services provided in hospitals. Objective:This study aims to evaluate the quality of pharmaceutical services at the Private Hospitals in Sukoharjo based on indicators of waiting time for ready-made and compounded medicine services, customer satisfaction, and writing prescriptions according to the formulary. Method:This research is non-experimental research with observational research and descriptive analysis..Result:the waiting time indicator for compounded medicines of 31 minutes and non-mixed medicines of 24 minutes meets the Minimum Hospital Service Standard. For the customer satisfaction indicator, the result was 88.8%, and the conformity of prescription writing with the formulary with a result of 83.1% had achieved the target of the National Indicator for Hospital Service Quality based on the Republic of Indonesia Minister of Health Regulation No . 30 of 2022.Conclusion:From the results of this research it can be concluded that the Private Hospitals in Sukoharjo Hospital Pharmacy Installation have met the Minimum Service Standards (SPM) and National Service Quality Indicators that have been determined

Comparative Analysis Of Service Quality On Patient Satisfaction Levels In Government And Private Hospitals In Medan City In 2022

This study compares service quality to patient satisfaction in government and private hospitals in Medan City in 2022. This study used a survey method using a questionnaire as a data collection instrument. The research respondents were patients who used government and private hospital services. The data collected includes service quality dimensions, such as tangibles, reliability, responsiveness, assurance, and empathy. In addition, the data also consists of the level of patient satisfaction with the services provided by the hospital. Comparative analysis of service quality and patient satisfaction levels was carried out using appropriate statistical techniques, such as testing the difference between two groups of hospitals (government vs. private) using appropriate statistical tests. The results of this analysis will provide an understanding of the differences in service quality between government and private hospitals, as well as the related level of patient satisfaction. This research is expected to contribute to the development and improvement of health services in hospitals, especially in the city of Medan. The results of this study can also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the reputation and competitiveness of both government and private hospitals in Medan City. Especially in the city of Medan. The results of this study can also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the reputation and competitiveness of both government and private hospitals in Medan City. Especially in the city of Medan. The results of this study can also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the reputation and competitiveness of both government and private hospitals in Medan City.

HUBUNGAN PERSEPSI PERAWAT TENTANG PROFESI KEPERAWATAN TERHADAP KINERJA PERAWAT DALAM PENERAPAN ASUHAN KEPERAWATAN DI RUMAH SAKIT X

The community still uses clinics and health centers for inpatient medical care. The degree of discontent with therapeutic communication services in both public and private hospitals. The purpose of this study was to ascertain if patients levels of satisfaction in the inpatient room were correlated with nurses therapeutic communication. Chi square is the statistical test that is employed, the sample technique utilized is known as purposive sampling. A total of 42.8% of participants expressed satisfaction with the univariate analysis findings, while 57.2% expressed dissatisfaction with the outcomes. After doing bivariate analysis, it was discovered that the p value was 0.0001, signifying a substantial correlation between the therapeutic communication of nurses and the degree of pleasure that inpatients felt. Hospitals to provide monitoring or oversight regarding the application of communication. Nurses must focus more on therapeutic communication while providing patients with healthcare, with a focus on the initial stage of treatment.

Impact of Outpatient Quality Services on Patient Satisfaction

Abstract: Background: The success and survival of any healthcare organization depends on the patient’s satisfaction and quality. Patient satisfaction plays a vital role in the performance of care. Objective: To identify the factors influencing patient satisfaction with outpatient quality services in public and private hospitals. Materials and Methods: The study was conducted on outpatient patients from different public and private hospital settings in Karachi, Pakistan. Data was collected through virtual tools such as Google Docs, asking about their experience of outdoor patients (OPD) in public or private hospitals. Using a non-probability, convenience sampling technique, a 5% margin of error and a confidence interval of 95%, the sample size was calculated as 377 participants rounded off to 400. Respondents were divided into males and females who visited any specialty department or general OPD. A self-administered questionnaire was designed to gather data, and a digital tool such as Google Docs was used to reach a wider audience. The reliability of the pre-validated tools has been assessed through Cronbach’s alpha. The Cronbach alpha for outpatient quality services is 0.717, and patients’ satisfaction is 0.98. The data were analyzed using the SPSS 25V by IBM Corporation. Result: Most respondents were from the age group (26-35 years), making up 42% of the entire population. Data gathered showed private hospitals preference over public hospitals and satisfaction as well. All the quality service variables identified in the study had a direct relationship with patient satisfaction except waiting time, which had a negative relationship. Regression Analysis showed a positive impact on the availability of services; thus 1% increase in service will lead to a 0.484% change in patient satisfaction. A negative relationship was also witnessed with a 1% increase in waiting time patient satisfaction is down by 0.119%. Conclusion: The level of satisfaction in public hospitals was not quite adequate, and the services were correspondingly rated as exceptional. The findings suggest that focusing on the nature of physician-related services, waiting for test results, and waiting for appointments are the most important factors impacting patient satisfaction in the outpatient division.

Level Of Patient’s Satisfaction with Physical Therapy Services in Public and Private Hospitals

Background: Physical therapy, a non-pharmacological intervention, plays a crucial role in aiding patients to improve disabilities and enhance their daily functional activities. Evaluating patient satisfaction is pivotal in understanding the efficacy of interaction and knowledge transfer between healthcare providers, particularly physical therapists, and their patients. Objective: This study aimed to assess the level of patient satisfaction with physical therapy services in public and private hospital settings in Gujrat, Pakistan. Methods: The study included 340 participants, selected through a non-probability convenience sampling technique from hospitals in Gujrat. The study encompassed patients from all conditions within the domain of physical therapy, who had attended at least one session of treatment. Exclusion criteria were set for patients with mental retardation, Parkinson’s disease, and cognitive disabilities. A 12-item MedRisk questionnaire was employed to evaluate patient satisfaction levels with physical therapy services. Results: The participant group comprised 141 males (41.5%) and 199 females (58.5%), with a mean age of 42.10 years (SD=15.80). Regarding the hospital setting, 177 participants received therapy in public hospitals, while 163 were treated in private hospitals. Satisfaction levels varied, with 9 participants (2.6%) reporting strong dissatisfaction, 159 (46.8%) expressing moderate satisfaction, and 172 (50.6%) indicating strong satisfaction. Specifically, in public hospitals, 9 participants were strongly dissatisfied, 113 moderately satisfied, and 55 strongly satisfied. In contrast, in private hospitals, no participants were strongly dissatisfied, 46 were moderately satisfied, and 117 were strongly satisfied. The statistical significance was marked with a p-value of 0.000. Conclusion: The study concluded that there was a higher level of satisfaction with physical therapy services in private hospitals compared to public hospitals in Gujrat. This finding underscores the need for continual improvement and evaluation of patient care standards in different healthcare settings.

Care Redefined: A HELTHQUAL-Based Exploration of Public and Private Hospital Services

Care Redefined: A HELTHQUAL-Based Exploration of Public and Private Hospital Services

Outpatients satisfaction and perceptions toward pharmaceutical services in public and private hospitals in Palestine: a cross-sectional study

BackgroundPharmaceutical care is an essential component of healthcare services, and patient satisfaction with these services is crucial for improving overall health outcomes. We aimed to evaluate patient satisfaction and perception with pharmaceutical care services provided at public and private hospitals for outpatient pharmacies. This study can provide insights into the quality of pharmaceutical services provided in both settings and identify areas for improvement.Materials and methodsA cross-sectional 1-month study was conducted in three hospitals in Nablus city in the Northern District of West Bank, Palestine. Participants were a convenience sample of outpatients who attended the study-selected hospitals (two public and one private). A sample of 30 patients from each hospital was selected with a total of 90 patients. A self-administered questionnaire was used to assess socio-demographics pharmacist-related issues, waiting and working time, and medication availability.ResultsA total of 90 patients were recruited. The overall level of patient satisfaction with pharmaceutical health services was moderate with a mean of 3.24 out of 5. Females represented 58.9%. The most prevalent age was (30–39) years (30%). There was a statistically significant difference in patient satisfaction with pharmaceutical services regarding working time between the morning and evening shifts (p value = 0.009) in favor of morning shift. No statistically significant differences in satisfaction with pharmaceutical treatments based on socio-demographics (age, gender, marital status, education level, family income, employment status, and living place), were found. Nearly, 70% of patients indicated having problems getting the medicine on their last visit to the hospital pharmacy. Only 66.7% of patients expressed satisfaction with the pharmacies’ operating (working) hours.ConclusionsPatient satisfaction with pharmaceutical care services could be enhanced by involving pharmacists in patient-oriented training and informing patients about the role of pharmacists. Patient satisfaction in the evening shift might be improved by establishing a system for continuous evaluation and improvement of pharmaceutical care services in hospitals to ensure the highest quality of care for patients in addition to implementing technology such as electronic prescribing and medication management systems that can improve the accuracy and efficiency of pharmaceutical services in hospitals.

Studi Teoritis: Strategi Promosi Pelayanan Kesehatan Rumah Sakit Swasta Di Era Jaminan Pelayanan Kesehatan (JKN)

Facing the JKN era is not easy, especially for private hospitals. Private hospitals need strategy, understanding, understanding and mutual agreement throughout the internal hospital, both doctors, nursing staff, general staff and management. The strategy for promoting health services in hospitals and other health facilities is not much different from the marketing strategy in general. It aims to promote and introduce the Hospital and the services provided. The purpose of writing this scientific article is to find out and review from a theoretical point of view how the strategy is carried out by private hospitals in this JKN era. The method used is a theoretical study by analyzing and comparing existing theories. It then learns more about a subject in theory or research and helps readers understand it better and with implications. The results of this theoretical study are private hospital services by implementing strategies and principles for implementing the National Health Insurance Program (JKN) such as mutual cooperation, non-profit, openness, portability, membership, trust funds, and management. It can be concluded that the strategy for promoting health services in private hospitals is to implement them in accordance with established standards and laws. The health service quality strategy is also the main key to service promotion to increase patient satisfaction in receiving care. It is expected that hospital institutions will continue to provide excellent and comprehensive health services and meet the basic health needs of patients.

Service quality and patient satisfaction with private health care services in Albania

Hospital service in Albania is facing difficult challenges, always trying to evolve and reform not only related to the high demand for improvement on the available infrastructure and technology, but also due to the private hospital services competition in keeping medical staff and patients with the obligation to ensure quality care, as a fundamental human rights requirement. The purpose of this study is to make an overall assessment regarding the quality of health care in the private sector in Albania and patient satisfaction related to this service. This paper also aims to determine the main factors that play a role in patient satisfaction, and their level of importance, to provide appropriate recommendations that will support the improvement of the quality of service and increasing patient satisfaction in this sector. The instrument used for quality assessment is SERVQUAL, with five main dimensions selected (responsiveness, reliability, safety, tangibles and empathy). Data processed for 400 interviewed patients shows the correlation of patient satisfaction with only four of the elements considered. Hence, the results obtained will back applicable recommendations for developing quality and increasing patient satisfaction.

Effectiveness of Private Hospital Services on Community Satisfaction in Makassar City

Effectiveness of Private Hospital Services on Community Satisfaction in Makassar City

Determinant factors of hospital service quality and patient satisfaction: Hospital logistics management approach

This study aims to examine the effect of private hospital logistics factors on treatment satisfaction and specialist patient satisfaction. This study has five construction dimensions of hospital logistics, namely physical accessibility, waiting time, consultation time, hospital hotel services, and administrative procedures. Quantitative explanatory studies with 297 sample size were carried out to achieve the research objectives by examining the relationship between the independent and dependent variables through online data collection questionnaires, tabulations and hypothesis analysis with SEM PLS analysis tools. This study shows significant results for all hypotheses which imply the importance of optimizing hospital logistics performance, especially in terms of the five constructs in improving service quality and patient satisfaction. Optimizing hospital logistics elements in private hospital specialist patient care is a challenge that is not easy because it requires strategic planning and proper resource management. The role of various parties, especially hospital managers and Indonesian health system policy makers, in paying attention to the operational flow of hospital logistics, especially private hospitals, in order to strengthen the private hospital service system in providing health services while running the hospital business.

Patient Satisfaction Relation with Sociodemographic Variables in Hospital Health Care in Albania

Patient satisfaction is an important factor, which should be considered by health care managers, to evaluate the quality of hospital service. This analysis aims to show the relationship between socio-demographic variables, such as gender, age, level of education, level of income, and patient satisfaction regarding the quality of private and public hospital service in Albania, as well as to determine which of these variables has the major impact, and if there are differences between different groups. The study was conducted in five public and three private hospitals in two of the biggest cities of Albania, Tirana and Durres, where 480 patients were interviewed, over 18 years old who had received services in the five largest hospitals in terms of number of patients, from March to June 2019. The questionnaire was constructed according to the SERVQUAL model with its five main dimensions, and ANOVA analysis of variance and Tukey procedure was used as the method to test the hypotheses. The results showed that the socio-demographic factors that affected patient satisfaction in Albania were mainly age and educational level, results confirmed also from the literature review, while no relationship with gender was observed. In terms of income level, we can say that as revenue increases, the level of patient satisfaction decreases. The results of this study are important to understand the behavior of patients in relation to their satisfaction with health services in Albania, so that different categories receive the appropriate importance when providing health care. The study provides important data for health managers to take measures in improving service quality.

Access to surgical care in Ethiopia: a cross-sectional retrospective data review

BackgroundAccess to emergency and essential surgical care is still unmet and accessibility is disproportionately inequitable in Ethiopia and other low-and middle-income countries. The aim of this study was to assess surgical care access in terms of capability, capacity, and timeliness of care in different levels of health care in Ethiopia.MethodsA cross-sectional study with retrospective data review was conducted in 172 health facilities from December 30, 2020 to June 10, 2021. Descriptive statistics such as median with interquartile range and proportion were computed using STATA Version 15 statistical software.ResultsWithin a 90-day interval of the study period, 69,717 major and minor surgeries, and 33,052 bellwether procedures were performed, and major surgeries accounted for 58% of the surgeries. About 1.6%, 23.56%, 25.34%, and 32.2% of both major and minor, and 3.1%, 12.8%, 27.6%, and 45.3% of bellwether procedures were performed in health center OR blocks, primary, general, and specialized hospitals, respectively. Private hospitals performed 17.33% of major and minor and 11.2% of bellwether procedures for the period. The average pre-admission waiting time for surgical patients in primary, general, and specialized hospitals was 9.68, 37.6, and 35.9 days, respectively, whereas, in private hospitals, the average pre-admission waiting time was 1.42 days. On average, surgical patients traveled 5 Hrs, 11 Hrs, 28.4 Hrs, and 21.3 Hrs to access surgical services in primary, general, specialized, and private hospitals, respectively. The surgical workforce to the population served ratio was 7.5, 1.15, and 1.31/100.000 population in primary, specialized and general hospitals, respectively.ConclusionMost surgical procedures were performed in specialized hospitals, indicating that there is a burden in these health facilities. The pre-admission waiting time for surgical patients was long in higher-level public hospitals. Surgical patients traveled a long distance to access surgical service in higher level hospitals. The ratio of surgical workforce per 100,000 population served was low in all levels of public health facilities in general, and in higher level hospitals in particular. Efforts should therefore be made to strengthen all levels of the health system and improve surgical care access in terms of capacity, capability, and timeliness in the country.

Assessment of patients’ satisfaction through dietary services in government and private hospitals in India

Consumer satisfaction is a keyfeaturein delineating the quality of offered services.Similarly, in hospitals, satisfaction of patientswith the dietary services is considered as one of theparameters of estimation of quality of hospitals’ food services. Food provided in the hospital must be nutritious and must qualify the clinical needs of patients along with fulfilling their dietary expectations. A satisfied patients responds to the clinical treatment in a much better way than discontented. Thus, to improve the health care system, in parallel to the development of other sectors, considering the patient satisfactionas benchmark of dietary service is seen as a pivotal factor.Such studied are essential for improvement in hospital service quality and in India relatively lesser research is done in this field. In the present study we aimed to examine the factors that could influence the dietary satisfaction of patients and could be used to amend the food services in hospital. We took qualitative and non-experimental approach where we used questionnaire as our data collection tool where we collected demographic profile of patients, their nutritional status along with the type of facilities they are availing.

Quality of Laundry and Linen Service in Public and Private Hospitals

significant for achieving healthcare and patient satisfaction in tertiary level public and private hospitals. In the hospital, used linen harbor large number of potentially pathogenic microorganisms which may cause many infections. This lead to lengthen patient's hospital stay and aggravate cost of treatment which may result patient dissatisfaction. In Bangladesh, there is no linen related policy, therefore, this study tried to assess the quality of laundry and linen services in both public and private hospitals in Bangladesh Methodology: This cross-sectional study was conducted among purposively selected 251 service providers (151 from public hospital and 100 from private hospital) and 117 service receivers (60 from public hospital and 57 from private hospital) from one public hospital namely Sher-E-Bangla Medical College Hospital (SBMCH), and from one private hospital namely Rahat Anower Hospital in Barishal district, Bangladesh from January to December 2019. In addition, 64 (34 from public hospital and 30 from private hospital) swab samples were selected purposively for microbiological test. Data was collected through two questionnaires and a checklist. Data processing and analysis were done using SPSS (Statistical Package for Social Science) version 23. Results: It was found that laundry department was not in the ground floor in private hospital like public hospital. On the other hand, color coded bag was used for collection of infected and non-infected clothes only in private hospital. Both public and private hospitals did not use separate compartment of the trolley for carrying the dirty linen. Maximum 73.68% of service receivers from private hospital were satisfied compared to public hospital (38.3%) regarding cleanliness of linen. Furthermore, the majority of service providers in both government and non-government hospitals had no history of influenza vaccination, and the majority of them were not trained in linen services. Public hospital’s swab sample show the higher microbiological growth 19 (56%) than private hospital’s sample 10 (33%). Conclusion: Due to the poor quality of linen services, both public and private hospital service providers and recipients are at risk of being infected by many diseases spread by linen.

Effect of relationship marketing on hospital loyalty: the mediating role of patient satisfaction

PurposeThis study aims to reveal the mediating role of patient satisfaction on the impact of relationship marketing on hospital loyalty.Design/methodology/approachThe scale questionnaires used in the study was the Relationship Marketing, Hospital Loyalty and the Patient Satisfaction Scale. The population of the study is made up of the patients who received in-hospital services in private hospitals operating in Kocaeli province. The field study was conducted between August 1 and October 31, 2019. After determining the sample size, the study was conducted on 401 patients in private hospitals primarily using the purposive sampling method. Descriptive statistics, correlation analysis and statistical package for the social sciences Process Macro were used to analyze the data.FindingsAccording to the findings of this study, patient satisfaction has an effect on hospital loyalty. Relationship marketing has an impact on hospital loyalty, and this effect is further enhanced by patient satisfaction. In other words, patient satisfaction has a mediating role in the impact of relationship marketing on hospital loyalty. Relationship marketing plays an important role in creating hospital loyalty and patient satisfaction. For this reason, it is recommended that health institutions adopt relationship marketing practices. Hospital loyalty and patient satisfaction will be ensured through relationship marketing. This will allow the health-care institution to continue to exist and to be more advantageous than other institutions.Originality/valueThe uniqueness of the paper lies not only in the only regression findings but also in the methodology used to capture the impact of the lagged effect of marketing relationships on hospital loyalty. Specifically, a regression model is based on both direct and indirect effects.

PATIENT SATISFACTION WITH TELEPSYCHIATRY CONSULTATIONS IN THE TIME OF COVID19: DATA FROM A TERTIARY CARE HOSPITAL IN PAKISTAN

OBJECTIVES: To assess the patient satisfaction with telepsychiatry consultations, and whether time and money was saved by patients availing the service. METHODS: Anonymous internet survey using Google Form method, was conducted between April 2020 and September 2020 to collect data from patients using teleconsultation in out-patients psychiatry clinic. The google form consisted of patient satisfaction questionnaire, demographic details, and additional questions about the money and time saved by patients using the service. RESULTS: Out of 260 participants, 152, (58.5%) were males, 148 (58.3 %) were married and majority (n=157: 60.4%) of patients were <40 years of age. About 62.7% (n=163) were highly educated. Majority (n=108; 41.5%) of the survey participants were from Khyber Pakhtunkhwa province. The average cost saving was Pakistani Rupees 3000 for the consultation whereas the average time saved was 1.5 days. Patients were happy during communication with doctor including seeing doctor on screen (85.7%), hearing to doctor (90.4%), talking to doctor (84.6%) and discussion of their care plan (81.6%). Majority (79.2%) of the survey participants were happy with the meeting of care needs and 86.5% were happy to avail the service in future. CONCLUSION: The study underscores the importance of telepsychiatry as mode of service delivery during the pandemics. The findings demonstrated a high level of patient satisfaction, considerable amount of time and money saving indicates the effectiveness of telepsychiatry consultation. It needs to expand the telepsychiatry service both in public and private hospitals and also test this model on a representative sample of patients in Pakistan.

Obstetrics Patient Loyalty: A Study of Malaysian Private Hospitals

The purpose of this study is to examine the path of obstetrics service quality and patient loyalty. The service quality encompasses doctors’ knowledge, nurse professionalism, diagnostic procedures, perceived price and healthscape. This study is found to be of interest because there have been limited studies conducted in Malaysia concerning patient loyalty for obstetrics services in private hospitals. The sample size comprises 419 patients from ten private hospitals in five states of Peninsular Malaysia. Data were collected and analysed using Structural Equation Modeling (SEM). The results indicate that diagnostic procedures, doctor’s knowledge and perceived price, have a significant positive relationship with patient loyalty. In contrast, nurses’ professionalism and healthscape had no significant impact on patient loyalty. Further, the Importance-Performance Matrix Analysis (IPMA) results contribute as an insight for the management to overcome and improve on identified areas with low performance. The findings of this study are endorsed by the IPMA that the importance and performance of diagnostic procedures are high in contributing to patient loyalty for the obstetrics service in Malaysia.

Effect of Cultural Intelligence (CI) on Patient Care Services in Private Hospitals at Muscat Governorate

The increasing need for medical care has led to demand for private medical institutions which offer more personalized care. Most of the patients have grown to prefer private medical attention as compared to public medical care due to the better services offered. Nurses interact with patients on a daily basis who are from different cultural backgrounds which makes it essential for them to understand various cultures to be able to interact and effectively serve all the patients visiting the hospital. Private hospitals in Oman receive patients from diverse cultural backgrounds. In this research, an attempt was made to find out the level of Cultural intelligence in various dimensions and to examine the effect of nurses’ cultural intelligence (CI) on patient care services in private hospitals at Muscat governorate. Hence, nurses from Muscat governorate private hospitals were the study's respondents. The data was analysed using the Quartile method, Chi-square, and multiple regression analysis. This research found that the nurses have high level of cultural intelligence in cognitive and meta-cognitive dimensions. On the other hand, majority of the respondents had low level of behavioural dimension of cultural intelligence. And there is no significant relationship between demographic details and the level of cultural intelligence. Furthermore, the findings demonstrated a significant relation between nurse’s cultural intelligence in various dimensions and patient care services.