Hospital Service Quality Research Articles

The influence religiosity as a moderating patient satisfaction and positive word of mouth in Indonesian hospitals

The aim of this study was to fill a gap that is critical to developing strategies to increase positive word of mouth in health settings. Understanding the mediating role of patient satisfaction can provide insight into the areas of hospital service quality that most directly influence patient perception and subsequent recommendations. By forming clearer connections between these variables, healthcare providers can tailor their services to improve patient satisfaction and in turn stimulate positive word of mouth. The moderate role of religiosity can provide insight into whether and how religious beliefs influence patients' likelihood of spreading positive information by word of mouth based on their satisfaction with the healthcare experience. The research method used Causal Explanatory Research with a sample of 297 respondents in hospitals with religious ideology in Indonesia. Data management is done using SEM. Religiosity as a moderator of the relationship between patient satisfaction and positive women shows a C.R value of 6.075 and a significant probability (ρ) of 0.000 is obtained which is smaller than the required significance level of 0.05. Religiosity is able to significantly moderate the influence of Patient Satisfaction on Positive WOM.

Systematic Literature Review: Nurses' Work Hours and Workload Impact on Patient Safety Incidents

Patient safety is a key indicator in assessing the quality of healthcare services in hospitals, and nurses play a crucial role in maintaining that safety. However, long working hours and high workloads can affect nurses' performance, increasing the risk of fatigue, stress, and burnout, ultimately contributing to medical errors and decreased quality of care. This study aims to conduct a systematic literature review on the effect of nurses' working hours and workload on hospital patient safety incidents. Patient safety is a key indicator in assessing healthcare quality, and nurses play an essential role in maintaining patient safety during daily care. However, long working hours and high workloads can affect nurses' performance, increasing the risk of fatigue, stress, and burnout, ultimately contributing to medical errors and decreased quality of care. Through the analysis of various relevant studies, this review suggests that more flexible working hour arrangements and balanced workload management can reduce the risk of patient safety incidents and improve the quality of care provided. This study also recommends that hospital human resource management to create a healthier and safer working environment for nurses and patients.

Analysis of the Availability of Laboratory Tests to the Number of Requests for Tests and Its Implications on Patient Satisfaction

This study aims to analyze the availability of laboratory tests based on the number of test requests and their implications for patient satisfaction. Health laboratories are a vital component of healthcare services, providing accurate laboratory test results to support patient diagnosis and treatment. The availability of fast and accurate laboratory tests plays a crucial role in speeding up diagnosis and treatment, which ultimately impacts patient satisfaction. However, many healthcare facilities face challenges in providing adequate laboratory test availability, such as limitations in equipment, expertise, and inefficient procedures. This study employs a literature review approach to collect, analyze, and synthesize information from various relevant sources. The findings reveal that the availability of fast and accurate laboratory services can enhance patient satisfaction, while limitations in availability can lead to dissatisfaction and increased waiting times. Therefore, effective laboratory management is essential to improve service quality and patient experience in hospitals. This research is expected to provide valuable insights for improving the healthcare system, particularly in laboratory management.

Application of Information Link Control in Surgical Specimen Near-Miss Events in a South China Hospital: Nonrandomized Controlled Study.

Information control is a promising approach for managing surgical specimens. However, there is limited research evidence on surgical near misses. This is particularly true in the closed loop of information control for each link. A new model of surgical specimen process management is further constructed, and a safe operating room nursing practice environment is created by intercepting specimen near-miss events through information safety barriers. In a large hospital in China, 84,289 surgical specimens collected in the conventional information specimen management mode from January to December 2021 were selected as the control group, and 99,998 surgical specimens collected in the information safety barrier control surgical specimen management mode from January to December 2022 were selected as the improvement group. The incidence of near misses, the qualified rate of pathological specimen fixation, and the average time required for specimen fixation were compared under the 2 management modes. The causes of 2 groups of near misses were analyzed and the near misses of information safety barrier control surgical specimens were studied. Under the information-based safety barrier control surgical specimen management model, the incidence of adverse events in surgical specimens was reduced, the reporting of near-miss events in surgical specimens was improved by 100%, the quality control quality management of surgical specimens was effectively improved, the pass rate of surgical pathology specimen fixation was improved, and the meantime for surgical specimen fixation was shortened, with differences considered statistically significant at P<.05. Our research has developed a new mode of managing the surgical specimen process. This mode can prevent errors in approaching specimens by implementing information security barriers, thereby enhancing the quality of specimen management, ensuring the safety of medical procedures, and improving the quality of hospital services.

Dealing with Mental Health Problems and Work Performance Among Frontline Healthcare Workers Through the Influence of Digital Platform in Malaysian Private Hospitals: A conceptual analysis

The purpose of this study to examine mental health problems of frontline healthcare workers and their impact on work performance through exploring the influence of digital platforms in Malaysian private hospitals. This research is essential in addressing previous knowledge and theoretical gaps on the antecedents that denote to mental health problems and how digital platforms are used to improve mental health wellbeing. Basically, this study discusses the impact of four independent variables which are categorized as depression, anxiety, insomnia and distress factors whereas dependent variable is work performance. This study also will discuss problems concerning work performance of frontline healthcare workers (doctors, nurses, medical assistance, pharmacists and HR Management), specifically on poor service quality, turnover intention, work-related burnout, and exhaustion in Malaysian private hospitals. Hence, this study explores new solutions on the employees’ work performance related issues to create awareness for the Malaysian private hospitals in improving mental health issues among front-line healthcare workers to enhance their work performance through the influence of digital platforms. Private hospitals in Malaysia are experiencing critical situations related to poor employees’ performance which indirectly influence the overall productivity. Thus, private hospitals need to provide serious attention towards these related issues. A conceptual framework was formulated based on identified research gaps through the literature review. It is expected that this study will enhance the awareness for the management in Malaysian private hospitals on dealing with mental health problems which impacts work performance by exploring digital platforms as a solution.

E-Presence Application Increases the Level of Health Personnel Discipline to Improve the Quality of Health Services in Hospitals (Systematic Review Paper)

ABSTRACT In the era of increasingly advanced digital technology development, the government in Indonesia uses the E-presence digital attendance application to make attendance easier for its health workers. The use of e-presence is a form of progress in information technology in government. It is necessary to research changes in the level of discipline of health workers in implementing E-presence so that it can improve the quality of service or even reduce the quality of service. Find out how the use of E-presence among health workers can improve work discipline and improve service quality. The research design in this article uses descriptive qualitative research with data originating from the results of systematic reviews from various relevant national journal sources. Articles were obtained from Google Scholar and PubMed with identification in 2023 via Google Scholar n=205 and PubMed n=80. National and International Articles. With the keywords "Digital E-Presence", "Discipline Level", "Service Quality", "Attendance", "Android", "QR Code", and "Discipline". Penelusuran artikel penelitian di tahun 2023 menggunakan kata kunci pada database (n=285). Dilakukan skrining berdasarkan kriteria inklusi dan ekslusi, dan menghasilkan 9 artikel penelitian yang layak sesuai dengan kriteria. This research has changed the motivation of health workers where the level of discipline of health workers has increased and their orientation towards achievement has also improved. The use of e-presence has the impact of increasing the quality of service in hospitals because health workers are present to serve patients on time. Keywords: Health Personnel, The Quality Of Health, Services In Hospitals

Assessing the Level of Knowledge Regarding Medication Errors among Nurses in Karachi, Pakistan

One of the key elements influencing hospital service quality and decreasing patient safety in healthcare systems is medical error. In the healthcare industry, medication errors are a frequent source of harm and fatalities. Objective: To assess the level of knowledge among nurses regarding medication errors. Methods: This cross-sectional study was conducted in a tertiary care hospital in Karachi among 120 nurses from January 2024 to March 2024. Participants were selected through a convenient sampling technique. The sample size was calculated by open EPI softer by taking into consideration a 95% confidence level and a 5% margin of error. The data were entered and analyzed by Statistical Package Social Sciences software version 26. Results: According to the study results, 14 (12%) of the participants had a low level of knowledge, and 37 (31%), had a moderate level of knowledge. while 69 (57%) had a high level of knowledge regarding medication errors. Conclusion: This study concluded that most of the nurses had a high level of knowledge regarding medication errors.

Assessment of Healthcare Service Quality and Patient Satisfaction Using the SERVQUAL Questionnaire in Khuzestan Province During 2022 - 2023

Background: Hospital service quality is the primary predictor of a hospital's success, and any decrease in patient satisfaction is a cause for concern for the organization. Objectives: This study aimed to evaluate the service quality of Golestan Hospital in Ahvaz, Iran, based on patient satisfaction measured using the SERVQUAL questionnaire. Methods: This cross-sectional study was conducted in 2022 - 2023. Patients over 18 years old who visited the emergency department at Golestan Hospital were evaluated, with the exception of those with mental or multiple chronic disorders. Data collection tools included demographic and SERVQUAL Questionnaires. The data were analyzed using SPSS software, with a significance level set at less than 0.05. Results: A total of 200 subjects participated in the study, comprising 124 females (62%) and 76 males (38%). The results of the SERVQUAL Questionnaire indicated that the highest score was in the tangibility dimension (4.35), while the lowest score was in the assurance dimension (1.38). Negative gaps between perception and expectation were observed in the responsiveness (-0.99) and empathy (-1.22) dimensions. The mean total scores for expectation and perception were 99.55 ± 5.06 and 92.85 ± 5.5, respectively, with the highest scores observed for reliability. No significant association was found between expectation and perception (P-value &gt; 0.05). However, the reliability of the gap and expectation in males was significantly higher (P-value &lt; 0.05). A direct correlation was found between age and tangibility, Assurance, and total score of gaps (P-value &lt; 0.05). Conversely, a reverse correlation was observed between age and tangibility and the total score in perception (P-value &lt; 0.05). Post-hoc analysis revealed that the Assurance and total score of gaps and expectations were significantly higher in married patients compared to single patients (P-value &lt; 0.05). Conclusions: This study revealed a negative gap between patients' expectations and perceptions, highlighting the need for adjustments and improvements in hospital service quality by addressing all five dimensions of service quality.

Physical and internet medical system: Service quality and management mode analysis

In an era of social progress and policy changes, some hospitals have diversified their services by incorporating internet hospitals. However, since the development of internet hospitals has been delayed and their management model remains ambiguous, this paper employs game theory to establish an internet medical system. By categorizing patients based on their severity and their acceptance of telemedicine, and by devising the centralized and decentralized management models, the paper assesses the quality of service and management practices of internet hospitals. The findings reveal that under decentralized management, internet hospitals can enhance the quality of service in physical hospitals. Nevertheless, the disparity in quality of physical hospitals in the two medical systems under the centralized management mode requires clarification. In addition, the paper delves into hospital revenue and patient utility, indicating that while the establishment of internet hospitals may not consistently increase healthcare system revenue, it can significantly improve patient utility, especially in remote areas. These results provide valuable insights into the management and expansion of internet hospitals.

Teaching Hospital Governance Model for Service Quality Performance: Case Study of Indonesian Central General Hospital

This study aims to investigate the effect of teaching hospital management practices on the quality performance of health services by involving elements such as hospital accreditation standards, quality management, and JCI Academic Hospital-specific standards that are indirectly connected. This study chose a survey-based quantitative approach to clinical professional students in vertical teaching hospitals under the direct management of the Ministry of Health of the Republic of Indonesia. Six proposed hypotheses were tested by Partial Least Square-Structural Equation Modeling (PLS-SEM) analysis. The test results showed a positive influence between hospital teaching governance and hospital accreditation compliance, quality assurance and JCI Academic Hospital standards. Third, compliance with teaching hospital standards was also found to have a significant positive effect on the performance of teaching hospital service quality. Understanding the role of governance in encouraging the performance of teaching hospital service quality can help develop effective managerial strategies in achieving complete service quality for patients and clinical profession participants. This research resulted in contributions to existing practices and literature as governance modeling in dual quality standards charged to teaching hospitals.

Measuring health services quality: Nurses’ perceptions and the SERVPERF scale

This study aimed to assess service quality in the health-care sector by employing the SERVPERF scale, with a particular focus on the perceptions of nursing staff, which have a significant impact on patient care. Utilizing the SERVPERF scale, this research investigates the perceived quality of health services in hospitals and examines the predictors of service quality based on the scale&amp;rsquo;s dimensions and items. The five dimensions under consideration include tangibility, reliability, responsiveness, empathy, and assurance. The data were collected from a sample of 214 nurses who completed the research survey to determine their perception of service quality. The questionnaire demonstrated high reliability, with an overall Cronbach&amp;rsquo;s alpha value of 0.72. The study was conducted in private hospitals situated in Yemen&amp;rsquo;s largest city. The findings revealed that the dimensions of health-care service quality were highly rated, with the safety dimension scoring the highest and the reliability dimension scoring the lowest. These results have significant implications for measuring health-care service quality. Although the study is limited by the use of a sample from five hospitals in nursing departments, the findings offer valuable insights for health-care sector leaders to assess service quality in hospitals.

The Relationships between Service Quality, Reputation, and Performance in Hospitality

The importance of service quality and a positive reputation, individually leading to enhanced performance of hospitality organizations, is undisputed. However, little is known about their interplay and how they collectively explain the variability in performance. The purpose of this article is to contribute to the understanding of the individual and collective impact of service quality and reputation on variability in performance, categorized as customer satisfaction and loyalty. This study was conducted using quantitative research methods with data derived from hotel guests in Iceland in the summer of 2023. We gathered 1487 valid answers from guests staying at any of the 9 selected hotels, all belonging to the same Icelandic chain. The factor analysis revealed a credible four-factor model that consists of tangible service, performed service, reputation, and performance. All three independent factors had a statistically positive connection with variabilities in performance, and the collective explanation ratio for the model was strong. The independent factors were correlated to a satisfactory level, and tangible service had the strongest unique connection to performance.

Nurses' Perspectives on Risk Factors and Strategies to Control Workplace Violence: A National Survey in Vietnam.

We aimed to describe nurses' perspectives on risk factors and strategies to control workplace violence. To accomplish the study objectives, an online cross-sectional questionnaire-based investigation was conducted. The scales were developed in accordance with the guidelines provided by reputable organizations such as the International Labour Office (ILO), International Council of Nurses (ICN), WHO, and Public Services International (PSI), as well as previous scholarly works. Prior to implementation, the validity and reliability of the Likert scales were rigorously tested. The survey, conducted from March to May 2022, encompassed 163 public hospitals in Vietnam and was completed by 2,280 nurses employed in these institutions. According to nurses' perceptions, several key risk factors contribute to workplace violence (WPV). These include low socio-cultural awareness among patients and their family members, overcrowding in hospitals, non-compliance with hospital regulations, unrealistic expectations regarding treatment outcomes, communication issues among staff members. To effectively control WPV, nurses propose a range of strategies. These include enhancing the quality of hospital services and the hospital environment, fostering a positive workplace culture, establishing a comprehensive system for reporting and responding to incidents of WPV and developing patient care protocols. These strategies are believed to mitigate the occurrence and impact of WPV, ensuring a safer and more secure work environment for nurses. Workplace violence in healthcare settings is influenced by organizational, clinical, and environmental risk factors. Nurses adopt a multi-component approach to manage workplace violence. This study provides valuable insights for developing effective strategies to combat workplace violence in Vietnam.

More with document work, less with patient care: An institutional ethnography of discharge planning practices for diabetic patients

Background: Diabetic patients required comprehensive discharge planning. However, this is a complex and challenging process. Nurses play significant roles and experience tensions in operating the everyday discharge planning practices. Purpose: to explore how nurses’ everyday activities in providing DP for diabetic patients were regulated by the ruling relations operating in the hospital as an institutional context. Methods: This institutional ethnography study applied phone-call interviews with 18 participants, participant observation, and document review to collect the data. Data analysis was concurrently conducted with the data collection processes following the institutional ethnography analytical approach. Trustworthiness was established. Results: The everyday discharge planning practices for diabetic patients follow the flow of patient care. Nurses perceived these practices to be problematic as the initial assessment form did not guide the discharge education, which was informal and unstructured, and documentation was burdensome. The hospital accreditation, nurse ward manager, and the registered nurse were identified as the ruling relations that regulate those practices through the hospitals’ standards and forms, monitoring, and completeness principle. Conclusion: The hospital’s forms, monitoring, and completeness principles are activated as the ruling relation that regulates the discharge planning practices for diabetic patients for satisfying good hospital service quality through standards and forms, monitoring, and completeness principles. This situation drives nurses to work more closely with the documents. Further study is crucial to identify a strategy to effectively bridge discharge planning practices and documentations works.

Factors Affecting Hospital Provision of Health-Promoting Services Transferred to Provincial Administration in Thailand.

Following the transfer of hospital services to provincial government oversight, it is essential to understand how such changes impact service quality and efficiency. This study, conducted from 1 March 2023 to 31 March 2024 at sub-district health-promoting hospitals in Thailand, aims to identify the factors affecting hospital service quality post-transfer and evaluate the role of professional nurses in maintaining service standards under new governance. Utilizing a mixed-methods design based on the Global Fund-HSS framework (2012), which categorizes factors into accessibility, processes, productivity, and outcomes, we collected data from 340 nurses and 400 patients through structured questionnaires. These questionnaires were divided into seven sections, capturing metrics such as the personal data of nurses, hospital service activities, and leadership qualities. We employed a Likert scale to gauge the perceptions and expectations of service quality and conducted paired t-tests to compare performance metrics before and after the administrative transfer. One-way ANOVA was used to assess variability among different service units, and binary logistic regression helped identify the key determinants of service quality. The analysis revealed a significant correlation between the attitudes and competencies of healthcare teams and the levels of service quality. Notably, service units transferred less than 50% exhibited minimal changes, indicating that the degree of transfer significantly impacts service outcomes. Despite these variations, the fundamental mission of promoting health remained consistent. The study emphasizes the critical role of nurses and recommends further research to identify additional factors that could improve service quality in transferred healthcare facilities, potentially contributing to enhanced healthcare delivery across restructured health systems.

Strategic Human Resource Management in Healthcare: Elevating Patient Care and Organizational Excellence through Effective HRM Practices

Human Resources (HR) are a key factor in the operations and service quality of hospitals. This study aims to analyze the role of HR in enhancing the efficiency and effectiveness of healthcare services in hospitals. The research method used includes a literature review and field surveys of medical and non-medical staff at several hospitals. The results show that effective HR management significantly contributes to increased patient satisfaction, reduced medical errors, and operational efficiency. Additionally, regular training and career development are proven to be effective in improving employee competence and motivation. This study recommends HR management strategies focused on skill enhancement, the use of information technology, and the development of a positive work culture to achieve higher service standards.

The Influence of System Quality, Information Quality and Service Quality E-Learning on Employee Performance with Employee Satisfaction Mediation at PT MRT Jakarta

Pharmaceutical services are one of the health services that have an important role for hospitals in realizing quality health. The quality of pharmaceutical services in hospitals can be assesses by looking at the level of patient satisfaction. This research aims to determine the characteristics of BPJS Health participant outpatients, analyze the level of satisfaction of BPJS Health participant outpatients with pharmaceutical services in pharmacy installations, evaluate the gap between expectations and reality received by BPJS Health participant patients with pharmaceutical services at the RSPAD Gatot Soebroto pharmacy installation. This research is a type of non-experimental research with plan observational which is descriptive with a quantitative research type and a prospective approach, the number of respondents there in research is 398 people. The highest percentage results obtained from patient characteristics were women 64,32%, adults 69,35%, secondary education (SMA/SMK) 47,49%, and private employees 27,89%. Based on the level of patient satisfaction in reliability got 82,084% (very satisfied), responsiveness got 73,907% (satisfied), assurance got 79,598% (satisfied), tangibles got 78,860% (satisfied), empathy got 78,620% (satisfied), and the average value for the five dimensions of satisfaction obtained was 78,104% (satisfied). The overall GAP calculation received a negative value, meaning there is still a gap between expectations and the reality received by patient in pharmaceutical services at the RSPAD Gatot Soebroto pharmaceutical installation.

The Influence of Compensation and Workload on the Quality of Health Services in Hospitals with the Effectiveness of Electronic Medical Records as a Mediating Variable

The aim of this research is to analyze the influence of compensation and workload on the quality of health services in hospitals with the effectiveness of electronic medical records as a mediating variable. This research method is quantitative. The population in this study were General Practitioners, Nurses, and Midwives at AN-NISA Tangerang Hospital. The sampling technique in this research uses a saturated sample technique. The number of respondents in this study was 302 respondents. This research uses primary data in its preparation. The data collection method used in this research was by distributing questionnaires. The data analysis technique in this research uses Partial Least Square (PLS) with the help of SMARTPLS Software. The results of this research are that compensation does not have a significant influence on service quality. Workload has a positive and significant influence on Service Quality. Compensation has a positive and significant influence on the effectiveness of electronic medical records. Workload has a positive and significant influence on the effectiveness of electronic medical records. The effectiveness of Electronic Medical Records has a positive and significant influence on Service Quality. The calculation results show that the effectiveness of electronic medical records can mediate the influence of compensation on service quality. The calculation results show that the effectiveness of electronic medical records can mediate the influence of workload on service quality.

PATIENT SATISFACTION AT AISYIYAH RSU KLATEN

Patient satisfaction in hospital services can also be achieved from the service system provided by the hospital. Hospitals as health service institutions are required to provide fast, quality and affordable services to provide satisfaction for patients. The purpose of this study is to determine the influence of waiting time, service quality, officer attitude and information technology on patient satisfaction at Aisyiyah Klaten Hospital. The method of this research is quantitative descriptive. The number of research respondents was 120, which was determined by accidental sampling technique. The results of the study showed that waiting time (p value 0.000), officer attitude (p value 0.008) and information technology (p value 0.015) had a positive and significant effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten.The quality of service (p value 0.775) had no effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten. The suggestion of this research is that information technology should be better and easily accessible so that patient satisfaction increases so that the quality of hospital services is even better. Keywords: satisfaction, service quality, officer attitude, information technology, waiting time

The Determinan of Work Fatigue of Nurses in Inpatient Room at Hospital X Pekanbaru

Nurses are at high risk on fatigue during working. This fatigue effect can be a danger to patient safety and affect the quality of hospital service. A short survey showed some nurses complained of fatigue symptoms such as decreased concentration, yawning, headache, and fatigue throughout the body. This study aims to analyze the work fatigue of nurses in X Hospital Pekanbaru by analyzing the relationship between working period, lighting, nutritional status, and work shifts as well as the dominant factors that affect work fatigue. This study was quantitative analytic with a cross-sectional design. The sample of this study was 60 people (total sampling). Data analysis using chi-square and logistic regression. The results of this study found that affecting the work fatigue of nurses in X Hospital Pekanbaru was lighting and nutritional status. The dominant factor that influences the work fatigue of nurses is lighting. The hospital is recommended to improve the quality of lighting in the workplace, especially inpatient rooms, with efforts to provide adequate lighting by PERMENKES standard No. 7 in 2019 which is equal to 250 lux.