Quality Of Healthcare Services Research Articles

Assessing citizen perception of health service quality of general hospitals in Bangladesh

IntroductionThe delivery of high-quality health services in public hospitals plays a pivotal role in safeguarding the health and welfare of citizens. The perspective that citizens hold towards these institutions serves as a significant gauge of their efficiency and adaptability to the diverse needs of the community. This study aims to assess citizens’ perceptions of the quality of health services in general hospitals in Bangladesh, with a focus on the Pabna municipality.MethodsA quantitative research approach was employed, utilizing survey data from 180 structured questionnaires. The study used a hybrid method combining Analytical Hierarchy Process (AHP) and SERVQUAL for survey assessment.ResultsFindings reveal significant gaps between citizen expectations and perceived health service quality across all SERVQUAL dimensions. Key issues include deficiencies in tangibility, particularly in modern medical equipment availability and hospital cleanliness, reliability in consistent advanced medical support, and responsiveness in emergency medical treatment and addressing patient feedback.ConclusionThe study emphasizes the urgent need for improving healthcare service quality by aligning services with community expectations and enhancing patient-provider relationships. Targeted interventions focusing on reliability, responsiveness, and tangibility are crucial for organizational improvement, ensuring better healthcare outcomes and patient satisfaction.

The role of co-creation tools in the evaluation and redesign of healthcare services: focus on mystery patient methodology implementation in Italian oncology services

ABSTRACT Introduction Healthcare facilities are increasingly recognizing the importance of understanding patients’ perceptions to align with a value-based and patient-centered paradigm. Incorporating a population approach in healthcare performance management is a significant challenge. In this context, the Mystery Patient methodology is recognized as capable for assessing system quality from the user's perspective. This paper aims to explore the potential of patient involvement through this methodology in supporting the co-creation of value in healthcare service reviews. Materials and methods The methodology consists of three phases: Systematic Literature Network Analysis for evidence collection, framework conceptualization through a detailed design, and framework implementation adopting Multiple Criteria Decision Analysis approach in the context of Italian oncology services. Results The Mystery Patient methodology can be implemented through six steps and is recognized by scholars as valuable for measuring healthcare service quality. The measurement tool used is a questionnaire focusing on the equity of access. Survey results revealed that patients consider all criteria important, with higher relevance related to waiting times for reports and services. Discussion The methodology effectively measures the equity of access to healthcare services. This study paves the way for future research to explore its feasibility in real-world healthcare settings.

The Impact of Strategic Human Resource Management on Healthcare Service Delivery Efficiency

Background: The global healthcare system faces significant challenges, including workforce shortages, increasing demand for services, and rising costs. Strategic Human Resource Management (SHRM) is crucial in addressing these issues, as it ensures effective resource allocation and workforce optimization. Aim of the Study: To investigate the impact of strategic human resource management practices on the efficiency of healthcare service delivery. Methods: This cross-sectional observational study was conducted over 1.5 years (February 2023 to August 2024) at [Place of Study] in Saudi Arabia. A purposive sampling technique was used to select 230 healthcare professionals across various roles. Data were collected via structured questionnaires, checklists, and document analysis. Statistical analysis was performed using SPSS (version 26) to identify key trends and associations. Result: The study found that the majority of healthcare workers perceived the healthcare sector as adequately staffed and supported by effective HR strategies. However, concerns were raised regarding staff development programs, the availability of medical supplies, and the adequacy of timely promotions. Notably, 74.35% of respondents agreed that staffing was sufficient, while only 13.48% strongly agreed that development programs were available. Conclusion: Strategic HR management plays a critical role in enhancing healthcare service delivery efficiency by aligning workforce skills with organizational goals. However, gaps in staff development and resource availability highlight areas for improvement. Targeted HR interventions, including ongoing professional development and better resource management, are essential to improving healthcare service quality.

PERSONNEL MANAGEMENT AS A FACTOR IN THE EFFICIENCY OF A MEDICAL INSTITUTION

The article analyzes the theoretical and practical aspects of the personnel management system in a medical institution (based on the example of the "Primary Health Care Center No. 2" of the Sviatoshynskyi District in Kyiv) and provides practical recommendations for improving management processes to enhance the productivity of the medical institution and the quality of healthcare services. The problems of the medical institution have been identified, including understaffing of the facility; a low level of staffing with medical positions (mainly in specialized fields); the absence of personnel planning, employee evaluation, career planning, and the development of a personnel reserve, as well as a lack of on-the-job training; a formalized approach to recruitment and dismissal procedures; lack of automation in personnel management functions; inefficiency in the structure of the HR department, outdated name of this unit; insufficient attention to developing an effective employee motivation system, and other issues. The article proposes measures to improve the personnel management system at the "Primary Health Care Center No. 2" of the Sviatoshynskyi District in Kyiv. The implementation of these measures aims to enhance the personnel management system and is focused on improving the performance of medical staff, the quality of healthcare services, reducing staff turnover, and improving the image and competitiveness of the medical institution. In order to improve personnel management at the "Primary Health Care Center No. 2" of the Sviatoshynskyi District in Kyiv, the article highlights the following key strategic directions to be achieved in the implementation of the Personnel Security Strategy: activation of motivational mechanisms; enhancement of the training and development system for medical staff; and reorganization of the HR department.

Optimizing Healthcare Performance Through Electronic Medical Records: An Efficiency Analysis

Burnout among healthcare workers has become a significant issue in the medical field, partially due to the adaptation process to Electronic Medical Records (EMR). While EMR technology is designed to enhance efficiency and accuracy in patient care, it often poses challenges during implementation. This study aims to examine the impact of medical record digitalization on healthcare worker performance, mediated by high-quality data access and data-driven decision-making at Wangaya Regional Hospital. Using the SEM-PLS method and involving 244 healthcare workers, the research reveals that medical record digitalization significantly improves data access and data-driven decision-making. The findings indicate that EMR plays a crucial role in enhancing healthcare worker performance by facilitating quicker, more accurate, and up-to-date information access, ultimately improving service efficiency and effectiveness. These results support the implementation of digital transformation in medical record management to improve healthcare worker performance and, consequently, the overall quality of healthcare services

Healthcare Data Migration: A Technical Framework for Digital Transformation Success

This comprehensive article analysis explores the critical aspects of healthcare data migration within the context of digital transformation. The article examines the challenges, technologies, and implementation frameworks that healthcare organizations face during migration initiatives. It addresses the complexities of managing diverse medical data types, regulatory compliance requirements, and technical infrastructure needs while maintaining continuous patient care operations. The article investigates enterprise solutions, including VMware vMotion and Dell EMC PowerPath, alongside cloud-native approaches for optimizing migration processes. Through extensive case studies and real-world applications, the article demonstrates the significance of structured planning, quality assurance protocols, and resource allocation in successful migration projects. Furthermore, it evaluates the financial implications and return on investment of migration initiatives while considering future technological trends and strategic recommendations for healthcare organizations undertaking digital transformation journeys. The findings emphasize the importance of a balanced approach between technological advancement and maintaining healthcare service quality throughout the migration process.

Investigating the Challenges and Opportunities of Domiciliary Oral Care for the Older Adults: A Scoping Review.

Older adults need specialised dental care due to age-related changes and chronic conditions, but inadequate coordination and capacity hinder access to domiciliary oral care. This review explores the characteristics, barriers, facilitators, caregiver education, and outcomes of domiciliary oral care to improve services for frail older adults. A systematic scoping search was conducted following the PRISMA guidelines. A literature search was performed to identify the key search terms and the databases that were relevant to the objectives. A total of 454 documents were retrieved, 31 of which were included in the final synthesis. Overall, the barriers and facilitators in delivering domiciliary dental service for the elderly can be categorised into four groups: system, oral healthcare provider, caregiver, and patient. Having policies or guidelines supporting domiciliary oral care was one of the most frequently reported factors. Six studies reported outcomes of educational programme for caregivers and all were with positive results. The review highlights the need for a multi-pronged approach involving the healthcare system, oral healthcare providers, caregivers, and older adults themselves to improve access to and quality of oral healthcare services for this vulnerable population.

Comprehensive Review of Specialized Nursing Roles in Advancing Healthcare Delivery

Nursing's place in healthcare is changing from a more traditional and static position as healthcare has increasingly focused on specialization in modern times. Advanced nursing roles, including NPs, CNSs, certified registered nurse anesthetists, and clinical nurse educators, have gained growing importance in advancing patient and population health to further increase the accessibility of quality healthcare services as new care challenges arise. This appraisal aims to review the literature on the aspects in which these specialized nursing roles have enhanced the delivery of healthcare. Analyzing the literature and case studies incorporated in the paper reveals these roles' effects on patient outcomes, workforce productivity, and encompassing healthcare organization stability. It also presents the problems associated with employing specialized nurses based on specific regulatory, educational, and financial issues and suggestions about how these professionals can be utilized most effectively in health care.

Transforming Service Quality in Healthcare: A Comprehensive Review of Healthcare 4.0 and Its Impact on Healthcare Service Quality

This systematic review investigates the transformative impact of Healthcare 4.0 (HC4.0) technologies on healthcare service quality (HCSQ), focusing on their potential to enhance healthcare delivery while addressing critical challenges. This study reviewed 168 peer-reviewed articles from the Scopus database, published between 2005 and 2023. The selection process used clearly defined inclusion and exclusion criteria to identify studies focusing on advanced technologies such as artificial intelligence (AI), the Internet of Things (IoT), and big data analytics. Rayyan software facilitated systematic organization and duplicate removal, while manual evaluation ensured relevance and quality. The findings highlight HC4.0’s potential to improve service delivery, patient outcomes, and operational efficiencies but also reveal challenges, including interoperability, ethical concerns, and access disparities for underserved populations. The results were synthesized descriptively, uncovering key patterns and thematic insights while acknowledging heterogeneity across studies. Limitations include the absence of a formal risk-of-bias assessment and the diversity of methodologies, which precluded quantitative synthesis. This review emphasizes the need for future research on integration frameworks, ethical guidelines, and equitable access policies to realize HC4.0’s transformative potential. No external funding was received, and no formal protocol was registered.

Factors Influencing Nurses Performance in Implementing the Professional Nursing Practice Model

Introduction: Nursing performance plays a pivotal role in determining the quality of healthcare services, especially in the application of professional nursing models. Several factors, both internal and external, influence nursing performance, including job satisfaction, work culture, workload, supervision, and experience. Understanding these relationships is essential for improving the quality of care in healthcare facilities, particularly hospitals. Objective: To analyze the relationship between various factors, including job satisfaction, work culture, workload, supervision, and experience, with nurses' performance in implementing the Professional Nursing Practice Model. Methods: This study employed a quantitative descriptive approach with a cross-sectional design. The sample consisted of 30 inpatient nurses selected through total sampling. Data were collected using structured questionnaires and analyzed using the chi-square test. Results: Most respondents were female, held a D3 education level, and had five years of work experience. The chi-square test revealed significant relationships between job satisfaction (p = 0.004), work culture (p = 0.002), workload (p = 0.004), supervision (p = 0.001), experience (p = 0.007), and the implementation of the Professional Nursing Practice Model. Conclusion: There is a significant relationship between job satisfaction, work culture, workload, supervision, experience, and the application of the Professional Nursing Practice Model, as evidenced by p-values less than 0.05. Improving these factors can enhance nurse performance and overall quality of care in hospitals.

Service Quality Standards and Organisation Performance of Private Hospitals in Eldoret City, Kenya

The private health sector has received much attention in recent times and is crucial in the expansion of access to quality healthcare. The majority of private hospitals in the country are undergoing performance challenges due to the inability to retain and satisfy their customers. Because of the improvements in health provision by county governments, private hospitals are facing increasing performance challenges due shortage of human resource personnel, shortage of medical services and inadequate medical infrastructure. Therefore, this study sought to find how the level of implementation of service quality standards affected the organisation performance of private hospitals. This study is supported by the Service Quality (SERVQUAL) model. The study is quantitative in nature guided by correlational research design. The study was conducted in Eldoret town covering major hospitals classified from Level 3B and above. The target population involved 1875 employees from 25 private hospitals in Eldoret town. A sample size of 319 respondents was chosen through the Cochran sample size formula to be representative of the whole population. The respondents (319) out of 1875 were selected using stratified and random sampling techniques. The research instrument used in data collection was a questionnaire. Data analysis was undertaken through the use of descriptive statistics; frequencies, percentages, means and standard deviation inferential statistics; correlation and linear regression with the help of Statistical Product and Service Solutions computer software. Findings showed service quality standards (β=0.240) had a significant positive effect on the performance of private hospitals in Eldoret town. It is concluded that the performance of hospitals is dependent on the extent to which service quality standards were implemented by the management of private hospitals in Eldoret. The study recommends that private hospitals regularly collect customers’ feedback to improve the standards of services/ The study findings provide solutions to private hospitals on the way to improve their performance through the adoption of quality healthcare service strategies in the delivery of services to patients

The Impact of Medical Risk Perception on Patient Satisfaction: The Moderating Role of Shared Decision-Making.

The perception of medical risks is ubiquitous, influencing patients' healthcare experiences, yet the "black box" of this influencing process is seldom explored. This study explores the relationship between medical risk perception, trust, and patient satisfaction while taking shared decision-making as a moderator. A stratified random sample of 450 inpatients from a tertiary public hospital in Guangzhou was selected for investigation, from June 2023 to September 2023. A moderated mediation model was tested using the PROCESS program, wherein medical risk perception was linked to patient satisfaction through trust, with shared decision-making acting as the moderating variable. Medical risk perception had a significant negative predictive effect on patient satisfaction (β = -0.383, p < 0.001), and after introducing the mediating variable, the negative predictive effect of medical risk perception on patient satisfaction remained significant (β = -0.237, p < 0.001). Trust partially mediated the relationship between medical risk perception and patient satisfaction, with the mediating effect accounting for 37.86% of the total effect. The interaction term between medical risk perception and shared decision-making (β = 0.211, p < 0.001) significantly predicted trust. This study confirmed the mediating and moderating effects of trust and shared decision-making on the relationship between medical risk perception and patient satisfaction. The theoretical model constructed based on the theory of information asymmetry provides strategies and methods for healthcare managers to improve the quality of healthcare services and alleviate tensions in doctor-patient relationship.

The mediating effects of self-efficacy, family health, and perceived stress on the relationship between perceived social support and eHealth literacy in nursing students: a structural equation model

BackgroundThis study aimed to explore the association between perceived social support and eHealth literacy in Chinese nursing students, with a particular emphasis on the mediating effects of self-efficacy, family health, and perceived stress within this relationship.MethodThis study utilized data drawn from the 2023 Psychology and Behavior Investigation of Chinese Residents (PBICR) survey, which involved a sample of 967 nursing students. Structural equation modeling was utilized to examine the relationships among the study variables.ResultsThe mediating effect analysis revealed a negative direct relationship between perceived social support and eHealth literacy in Chinese nursing students (β = -0.149, p < 0.001). Both self-efficacy (β = 0.124, p < 0.05) and family health (β = 0.148, p < 0.05) acted as mediators in the association between perceived social support and eHealth literacy. Additionally, perceived social support positively affected eHealth literacy through a chain mediation of self-efficacy, perceived stress, and family health (β = 0.008, p < 0.05).ConclusionThis study provides valuable insights for developing strategies to enhance nursing students’ eHealth literacy, ultimately contributing to their professional development and the quality of healthcare services they provide.

Evaluating the Impact of Healthcare Service Quality on Patient Satisfaction and Loyalty: A Study of Public and Private Hospitals in Telangana, India

This study investigates the connections between patient loyalty, patient satisfaction, and the quality of healthcare services provided in Telangana, India's public and private hospitals. Data was gathered from 600 respondents, equally distributed throughout seven hospitals, using the SERVQUAL instrument. A stratified random sample was used in the study to guarantee thorough insights from admitted patients. Important results show that patient happiness and loyalty are highly influenced by the perceived quality of healthcare services. Furthermore, particularly in areas like medical treatment, operational activities, and physical upkeep, patient satisfaction acts as a mediator in the relationship between service quality and loyalty. When comparing private hospitals to public hospitals, higher levels of satisfaction and loyalty were found. The study emphasizes how crucial it is for healthcare services to continuously improve their quality to improve patient outcomes and institutional reputation. Future studies should examine how demographic factors, and longitudinal effects affect patient views in various healthcare environments.

Evaluating the Impact of Healthcare Service Quality on Patient Satisfaction and Loyalty: A Study of Public and Private Hospitals in Telangana, India

Evaluating the Impact of Healthcare Service Quality on Patient Satisfaction and Loyalty: A Study of Public and Private Hospitals in Telangana, India

Validation, Adaptation and Assessment of Orofacial Esthetic Scale in Hindi Language

Abstract Context: The Hindi version of the Orofacial Esthetic Scale (OES) captures esthetic preferences and concerns specific to Hindi-speaking populations, making it more accessible to a wider audience. It also facilitates clear communication between healthcare professionals and patients, enhancing understanding and interactions. It facilitates cross-cultural research and helps improve healthcare equity by ensuring quality healthcare services tailored to the needs of the population. Aims: The aim of the study was to adapt and assess the Hindi version of the Orofacial Esthetic Scale-Hindi version (OES-H), validated for subjects needing or not needing prosthodontic treatment. Settings and Design: The study was conducted in the prosthodontic department of the institution. Patient recruitment was carried out consecutively until the required test population size of 162 patients was achieved. Patients were categorized into three groups based on their treatment requirements: No treatment (NT) requiring group, prosthodontic treatment (PT) requiring group, and esthetic prosthodontic treatment (EPT) requiring group. Patient recruitment for the NT group occurred during routine hygiene check-ups, while recruitment for the PT and EPT groups took place at the commencement of PT. Methods and Materials: The OES-H was obtained through a cross-culture adaptation process. The psychometric properties of the obtained version were then observed in a group of 54 prosthodontic and 54 non-prosthodontic patients and 54 patients requiring EPT. Statistical Analysis Used: Discriminant and convergent validity and reliability were measured. Results: The OES-H scores were found to be significantly higher for subjects not requiring EPT. Conclusions: The OES-H can be used as an effective tool for measuring the self-perceived aesthetic appearance in dental practice and research.

24. CURRENT STATUS OF MENTAL HEALTH CARE AT COMMUNE HEALTH STATIONS IN BEN TRE PROVINCE, 2024

Background: The increasing prevalence of mental disorders has highlighted the urgent need to enhance the quality of community-based mental health care. Objective: To evaluate the quality of community-based mental health services provided at commune health stations in Ben Tre province. Methods: A cross-sectional study design was employed to collect data from 157 commune health stations. Results: The community-based mental health program at commune health stations in Ben Tre has achieved relatively high outcomes, particularly in terms of treatment efficacy and functional recovery of patients. However, the quality of mental health care services still has limitations, especially in screening, case management, and rehabilitation. Factors influencing the quality of care include the qualifications of healthcare providers, supervision, and resource availability. Conclusion: To improve the quality of mental health care services, there is a need to enhance the capacity of healthcare workers, strengthen supervision, ensure adequate resources, and establish effective inter-sectoral coordination mechanisms.

14. OCCUPATIONAL STRESS OF HEALTHCARE WORKERS AND SOME ASSOCIATED FACTORS AT DONG DO HOSPITAL IN 2023

Objective: Occupational stress among healthcare workers (HCWs) significantly impacts their health and the quality of healthcare services. This study aimed to assess the prevalence and identify factors associated with occupational stress among HCWs at Dong Do Hospital, Hanoi, in 2023. Methodology: We utilized a cross-sectional study design with 245 HCWs participating through the administration of the Job Content Questionnaire (JCQ). Results: The study found that 24% of HCWs experienced significant job stress, with notable variations across different departments. Factors significantly associated with higher levels of stress included high job demands, low job control, and inadequate support from colleagues. Notably, demographic factors such as age and gender did not show a significant relationship with occupational stress levels. Conclusion and recommendation: Based on the findings, we recommend targeted interventions to improve job control, enhance workplace support, and manage job demands to mitigate stress among HCWs. This study contributes to the understanding of occupational stress in a hospital setting and suggests pathways for interventions to enhance worker well-being and healthcare efficiency.

Bibliometric Analysis of Medical Professionals' Professionalism on Healthcare Service Quality: A Study Using VOSviewer

Bibliometric analysis is a method used to describe various scientific publications (Tupan et al., 2016). This study employs bibliometric analysis on several Scopus-indexed articles discussing the topic of medical professionalism and its impact on healthcare service quality, using VOSviewer software. The aim of the bibliometric analysis in this research is to understand the development of the topic, publication trends, statistics across different countries, and subject areas related to medical professionalism and healthcare service quality from 2016 to 2023. Data were retrieved from the Scopus database using the keywords "medical professionalism and quality of health service". The researchers then used VOSviewer software to analyze and visualize the retrieved database. The results comprised 194 documents, which were narrowed down to 182 documents for the period of 2016-2023.

A peer teaching module for medical residents on critical appraisal of medical articles: context and pilot testing

BackgroundThe ability of healthcare providers to access and use published research correctly is crucial for the quality of healthcare services, enabling selection of the most effective treatment modalities, and avoidance of medical errors. Physicians need strong critical appraisal (CA) skills to manage rapidly evolving medical knowledge.MethodsA standard peer-teaching module was prepared for medical residents on CA. The module included topic-specific educational materials, discussion articles, and question sets and was pilot-tested among medical residents, allowing for revisions based on participants’ feedback. Training module was prepared by a senior epidemiologist and a community medicine (public health) resident, based on the context of a similar graduate course; the resident underwent four months of personal training preceding the pilot testing, which was conducted as a 12-week program in September-November 2023, supervised by experts. Online training extended our reach to resident working nationwide. Recruitment was enabled via social media and various medical specialty organizations. Evaluations included initial, session-specific, and final tests for measuring progress in knowledge on CA, based on participants’ self-assessments, and external auditors’ scoring of the process.ResultsA total of 52 residents from 19 universities and nine specialty programs participated in pilot testing. Of these, 48 completed the program through the post-test, with 83% (n = 40) scoring above 65%, received a certificate of achievement. Median scores showed a 32% increase in knowledge, a 75% increase in confidence in CA skills, and a 50% decrease in stress-related to CA practice. Additionally, 82.5% (n = 33) of those who completed the module expressed interest in offering similar training sessions to their local peers.ConclusionThe online peer teaching of the CA module successfully increased participants’ knowledge and self-confidence in critical appraisal.Clinical trial numberNot applicable.