Analytical study to assess the impact of health service quality on patient satisfaction in Hamad Medical Corporation Hospitals in Qatar: using SERVQUAL

Abstract

Objective: The study aims to assess the impact of the five dimensions of service quality on patient satisfaction and determine which dimension has the greatest impact on patient satisfaction. We can judge service quality through the delivery of excellent services concerning patients' expectations. Consequently, we can define it as the difference between the patient's expectations and experiences (patient views, subjectively). Methods: A total of 400 patients were randomly selected in this study. This study was conducted in Hamad Medical Corporation Hospital, Qatar, in the first half of 2019. We utilized the cross-sectional method using a modified Assessment of Service Quality Questionnaire. The response was recorded on a 5-point Likert scale, wherein 'one' indicates 'strongly disagree' and 'five' indicates 'strongly agree.' In addition to these items, global satisfaction was measured by a single item asking participants how they felt after the delivery of health services. Results: Univariable and multivariable linear regressions were made to test the predefined hypotheses. The study findings showed a statistically significant impact of health service quality on patient satisfaction (P = 0.00). The Standardized Beta proved that the empathy dimension had the greatest impact on patient satisfaction, while assurance had the lowest (í µí»½ = 0.23 and 0.05, respectively). Also, socio-demographic data have a significant impact on patient satisfaction. The study sample showed that 81% were single, 55.5% were males, and 79.8% were non-Qatari. All hospitals have significant values (P < 0.05). There is variation in patient satisfaction between the newly opened hospitals and the old ones. Conclusion: Hospital management and policymakers must improve and maintain patient confidentiality, encouraging staff to build confidence and trust in the patient. The management must consider contemporary managerial orientation's crucial role in delivering quality services and patient satisfaction. Key messages • Patient satisfaction research has shown that good service quality leads to the retention of existing patients and the attraction of new ones. • Patient satisfaction has a huge financial payoff, as the cost of attracting a new customer is higher than the cost of keeping an existing customer. • Advancing patient satisfaction can be achieved through collaborations between all stakeholders in the healthcare system. • We consider healthcare service quality to be a vital determinant of patient satisfaction and patient trust. • Patient satisfaction is considered a key outcome of the care delivered to them, so improving the quality of service leads to increased patient satisfaction. Objectives There are many definitions for health care; we can summarize it as follows: it is a comprehensive process consisting of phases starting from assessment, prevention, intervention, management of health problems, psycho-social and mental preservation , and physical well-being provided by a multidisciplinary team (physicians, nursing, and allied health professionals). It may be classified into three levels of care: primary, secondary, and tertiary as well as in public health [1]. Health services are delivered to the patient in three stages: before treatment, during treatment, and after care is offered. It is considered highly important to figure out these stages, as they represent the patient's experiences with service quality. Some factors influencing the care process are the experiences of providers, communication skills, courteous attitudes, and behavior with patients and staff, in addition to support services offered by the hospital [2, 3].