The Quality of Maternity Services in Mashhad Educational Hospitals, Using SERVUSE Model

Fariba Askari, Nahid Maleki-Saghooni, Eisa Nazar, Zahra Hadizadeh Talasaz, Ali Vafaee Najar

Abstract


Introduction: Reducing maternal and neonatal mortality requires improved care quality; the aim of this study was to determine various dimensions of the quality of services in maternity wards in Iran from the patient’s perspective.

Methods: In this cross-sectional study which was conducted from April to October 2017, 363 patients were selected from maternity wards of five hospitals affiliated to Mashhad University of Medical Sciences by convenience sampling method. Data collection tools consisted of the SERVUSE (Service Usability questionnaire), including 51 items in 6 dimensions of services quality; its validity and reliability were determined in previous studies. Data analysis was performed using SPSS, version 20. The analysis was performed using descriptive and inferential statistical methods including Wilcoxon, Kruskal Wallis and Mann-Whitney tests. The significance level in all the tests was considered 5%.

Results: The total mean scores of the patients’ expectation and perception were 19.10±2.14 and 15.11±4.25, respectively. The highest expectation and perception were related to the usability dimension, and the lowest expectation and perception were related to reliability dimension. The differences between the median score of perception and expectation for all dimensions and total median score of perceptions and expectations were statistically significant (P<0.05, using Wilcoxon test). There were no statistically significant differences in the median score of the gap between the patient’s expectations and perceptions at the levels of demographic variables (P>0.05, using Mann-Whitney and Kruskal Wallis tests).

Conclusion: It seems that the service quality of maternity ward of hospitals was approximately unsatisfactory from the patients’ perspective, and they had high expectations in maternity wards of hospitals. Since maternity service quality is critically important, improvement of quality requires management, concordant participation, and efforts of the hospital and staff at all levels of the medical facilities and convenience.

Keywords: Hospital, Maternity, SERVUSE model, Quality, Iran


Full Text:

PDF

References


Hogan MC, Foreman KJ, Naghavi M, Ahn SY, Wang M, Makela SM, et al. Maternal mortality for 181 countries, 1980–2008: a systematic analysis of progress towards Millennium Development Goal 5. The lancet. 2010;375(9726):1609-23. doi: 10.1016/s0140-6736(10)60518-1.

Khan KS, Wojdyla D, Say L, Gulmezoglu AM, Van Look PF. WHO analysis of causes of maternal death: a systematic review. Lancet. 2006;367(9516):1066-74. doi: 10.1016/S0140- 6736(06)68397-9.

Bullough C, Meda N, Makowiecka K, Ronsmans C, Achadi EL, Hussein J. Current strategies for the reduction of maternal mortality.

BJOG. 2005;112(9):1180-8. doi: 10.1111/j.1471- 0528.2005.00718.x.

Van Lerberghe W. The World Health Report 2005: Make every mother and child count; Geneva: World Health Organization; 2005.

Hekmatpou D, Sorani M, Farazi A, FALAHI Z, Lashgarara B. A survey on the quality of medical services in teaching hospitals of Arak University of Medical Sciences with SERVQUL model in Arak, 2010. Arak Medical University Journal (AMUJ). 2012;15(7);1-9.

van den Broek NR, Graham WJ. Quality of care for maternal and newborn health: the neglected agenda. BJOG. 2009;116 Suppl 1:18 21. doi: 10.1111/j.1471-0528.2009.02333.x.

McKinley RK, Roberts C. Patient satisfaction with out of hours primary medical care. Qual Health Care. 2001;10(1):23-8.

Dagger TS, Sweeney JC, Johnson LW. A hierarchical model of health service quality: scale development and investigation of an integrated model. Journal of service research. 2007;10(2):123- 42. doi: 10.1177/1094670507309594.

Karassavidou E, Glaveli N, Papadopoulos CT. Quality in NHS hospitals: no one knows better than patients. Measuring Business Excellence. 2009;13(1):34-46. doi: 10.1108/13683040910943036.

Fenton JJ, Jerant AF, Bertakis KD, Franks P. The cost of satisfaction: a national study of patient satisfaction, health care utilization, expenditures, and mortality. Arch Intern Med. 2012;172(5):405- 11. doi: 10.1001/archinternmed.2011.1662.

Wilson A, Zeithaml VA, Bitner MJ, Gremler DD. Services marketing: Integrating customer focus across the firm: McGraw Hill; 2012.

Musalem A, Joshi YV. Research Note—How Much Should You Invest in Each Customer Relationship? A Competitive Strategic Approach.

Marketing Science. 2009;28(3):555-65. doi: 10.1287/mksc.1080.0424.

Ayoubian A, Dopeykar N, Mehdizadeh P, Hoseinpourfard M, Izadi M. Surveying the Quality of care services in a military health center according to the SERVQUAL model. Journal Mil Med. 2015;16(4):225-9.

Bahadori M, Raadabadi M, Heidari Jamebozorgi M, Salesi M, Ravangard R. Measuring the quality of provided services for patients with chronic kidney disease. Nephro-urology monthly. 2014;6(5):e21810. doi: 10.5812/numonthly.21810.

Sina K, Babai Shibabandani M, Nadi Ghara A. Factors influencing the inpatients’ satisfaction based on the Servqual model. Journal of

Mazandaran University of Medical Sciences. 2015;24(121):299-308.

Strawderman L, Koubek R. Quality and usability in a student health clinic. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2006;19(2-3):225-36.

Moradi-Lakeh M, Vosoogh-Moghaddam A. Health Sector Evolution Plan in Iran; Equity and Sustainability Concerns. International journal of health policy and management. 2015;4(10):637-40. doi:10.15171/ijhpm.2015.160.

HOUSHMAND E, EBRAHIMIPOUR H, DOOSTI H, VAFAEI NA, MAHMOUDIAN P, HOSSEINI SE. Validity and reliability of the Persian version of quality assessment questionnaire (SERVUSE model). 2016.

Shabbir S, Kaufmann HR, Shehzad M. Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scientific research and Essays. 2010;5(17):2457-62.

Taner T, Antony J. Comparing public and private hospital care service quality in Turkey. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2006;19(2-3):i-x.

Abedi G, Rostami F, Ziaee M, Siamian H, Nadi A. Patient’s Perception and Expectations of the Quality of Outpatient Services of Imam Khomeini Hospital in Sari City. Materia socio-medica. 2015;27(4):272-5. doi: 10.5455/msm.2015.27.272-275.

Purcărea VL, Gheorghe IR, Petrescu CM. The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale. Procedia Economics and

Finance. 2013;6:573-85. doi: 10.1016/s2212- 5671(13)00175-5.

Haghshenas E, Arab M, Rahimi A, Movahed E. Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015. Journal of Hospital. 2017;16(2):9-17.

Ahuja M, Mahlawat S, Masood RZ. Study Of Service Quality Management With SERVQUAL Model: An Empirical Study Of Govt/Ngo’s

Eye Hospitals In Haryana. Indian Journal of Commerce & Management Studies■ ISSN. 2011;2229:5674.

Pansiri J, Mmereki RN. Using the SERVQUAL model to evaluate the impact of public service reforms in the provision of primary health care in Botswana. Journal of African Business. 2010;11(2):219-34. doi: 10.1080/15228916.2010.509005.

Zarei A, Arab M, Froushani AR, Rashidian A, Ghazi Tabatabaei SM. Service quality of private hospitals: the Iranian patients’ perspective. BMC Health Serv Res. 2012;12:31. doi: 10.1186/1472-

-12-31.

LariSemnani B, Mohebbi Far R, Shalipoor E, Mohseni M. Using creative problem solving (TRIZ) in improving the quality of hospital services. Glob J Health Sci. 2014;7(1):88-97. doi: 10.5539/gjhs.v7n1p88.

Al-Hawary SIS. Health care services quality at private hospitals, from patients perspective: A comparative study between Jordan and Saudi Arabia. African Journal of Business Management. 2012;6(22):6516-29. doi: 10.5897/ajbm11.2878.

Purcărea VL, Gheorghe IR, Petrescu CM. The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale. Procedia Economics and Finance. 2013;6:573-85.

Huang YY, Li SJ. Understanding quality perception gaps among executives, frontline employees, and patients: the outpatient services in Taiwan hospitals. Qual Manag Health Care. 2010;19(2):173-84. doi: 10.1097/ QMH.0b013e3181db647f.

Money AG, Barnett J, Kuljis J, Duffin D. Patient perceptions and expectations of an anticoagulation service: a quantitative comparison study of clinic-based testers and patient self-testers. Scand

J Caring Sci. 2015;29(4):662-78. doi: 10.1111/ scs.12195.

Jabnoun N, Chaker M. Comparing the quality of private and public hospitals. Managing Service Quality: An International Journal. 2003;13(4):290- 9. doi: 10.1108/09604520310484707.

Ajam M, Sadeghifar J, Anjomshoa M, Mahmoudi S, Honarvar H, Mousavi SM. Assessing quality of healthcare service by the SERVQUAL model: A case study of a field hospital. Journal Mil Med. 2014;15(4):273-9.

Mohd Suki N, Chwee Lian JC, Suki NM. A comparison of human elements and nonhuman elements in private health care settings: customers’ perceptions and expectations. Journal of hospital marketing & public relations. 2009;19(2):113-28. doi: 10.1080/15390940903041567.

Padma P, Rajendran C, Sai Lokachari P. Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: An International Journal. 2010;17(6):807-41. doi: 10.1108/14635771011089746.

Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. The Journal of Marketing. 1985:41-50. doi: 10.2307/1251430.


Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.

pISSN: 2322-1097        eISSN: 2423-5857