service quality in healthcare
TRANSCRIPT
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
Patient Satisfaction In Quality Service of Health Care Industry
A Comparision Between Public and Private Hospitals in Thailand
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
CHAPTER 1 INTRODUCTION
To study the difference in patient satisfaction of quality service between public and private hospitals
To study the difference in patient satisfaction of quality service between size of the hospitals
To study the difference in patient satisfaction of quality service between department of the hospitals
To study the difference in patient satisfaction of quality service between education of the patients
Purpose of Study
Chapter 2
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
CHAPTER 1 INTRODUCTION
Chapter 2
Research Question
1. Are there any difference in patient satisfaction of quality servicebetween public and private hospitals?
2.Are there any difference in patient satisfaction of quality service between size of the hospitals?
3.Are there any difference in patient satisfaction of quality service between department of the hospitals?
4.Are there any difference in patient satisfaction of quality service between education of the patients?
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
DEFINITION OF TERM
QUALITY SERVICE HEALTH CARE
SATISFACTIONPATIENT INDUSTRY
TANGIBLE RELIABILITY RESPONSIVE ASSURANCE EMPATHY
THEORETICAL FRAMEWORK
SERVQUAL MODEL MODEL SERVQUAL
Problems & Solution
DIMENSION
PATIENT SATISFACTION
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
CHAPTER 2REVIEW OF THE LITERATURE
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
PARASUAMAN
EXPECTED
PERCEIVED
QUALITY SERVIC
E
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
SERVQUAL 5-DIMENSION
ReliabilityTangibles Responsiveness
Assurance Empathy
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
WARE 8-DIMENSION
art of care
Technical quality
accessibility finances outcome of care
continuityphysical environment
availability
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Market/ Marketing
HEALTH CARE SECTOR
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Market/ Marketing
HEALTH CARE SIZE
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Market/ Marketing
HEALTH CARE DEPARTMENT
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Market/ Marketing
HEALTH CARE SATISFACTION SURVEY
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Market/ Marketing
RESEARCH MODEL
QUALITY SERVICE
PATIENT SATISFACTION
SECTORSIZEDEPARTMENTEDUCATION
PATIENT
SATISFACTION
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Financial Highlight
RESEARCH MODEL
EQUATION
Y = f (X1, X2, X3, X4)
VARIABLES
Y = PATIENT SATISFACTIONX1= SECTORX2= SIZEX3= DEPARTMENTX4= EDUCATION
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
RESEARCH HYPOTHESIS
NH1:There are no difference in patient satisfaction between public and private hospitals
RH1:There are difference in patient satisfaction between public and private hospitals
NH2:There are no difference in patient satisfaction between size of the hospitals
RH2:There are difference in patient satisfaction between size of the hospitals
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
RESEARCH HYPOTHESIS
NH3:There are no difference in patient satisfaction between department of the hospitals
RH3:There are difference in patient satisfaction between department of the hospitals
NH4:There are no difference in patient satisfaction between education of the patients
RH4:There are difference in patient satisfaction between education of the patients
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
CHAPTER 3Research methodology
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
SEGTOR: 977 PUBLIC HOSPITALS
319 PRIVATE HOSPITALS
SIZE: > 200 BEDS
< 200 BEDS
DEPARTMENT: OUTPATIENT
INPATIENT
Operation
POPULATION
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Financial Highlight
SAMPLE SIZESAMPLE SIZE = S2*T2
( /2) /E2
S = standard deviation of the distribution of responses
2.7
T = t-statistics for 95%level of confidence interval
1.960
= level of confident interval 95%
E = maximum acceptable error .50
N = sample size 112
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
POPULATION
REGION PUBLIC(977) PRIVATE(319) TOTAL(1,296)
BANGKOK METROPOLIS
45 87 132
CENTRAL 247 106 353
NORTHEAST 307 38 345
NORTH 210 56 266
SOUTH 168 32 200
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
POPULATIONSECTOR/REGION <200 BEDS >200BEDS TOTAL
PUBLIC / BKK
PRIVATE / BKK
821/977=84%
76%
156/977=16%
24%
821+156/977
100%
PUBLIC / CENTRAL
PRIVATE/CENTRAL
84%
96.6%
16%
3.4%
100%
100%
PUBLIC/NORTHEAST
PRIVAT/NORTHEAST
84%
97.6%
16%
2.4%
100%
100%
PUBLIC / NORTH
PRIVATE/ NORTH
84%
96.1%
16%
3.9%
100%
100%
PUBLIC / SOUTH
PRIVATE/ SOUTH84%
100%
16%
0%
100%
100%
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
SAMPLE
REGION PUBLIC(84) PRIVATE(28) TOTAL(112)
BANGKOK METROPOLIS
45*84/977 = 4 87*28/319 = 8 12
CENTRAL 247*84/977 =21 106*28/319 = 9 30
NORTHEAST 307*84/977 =26 38*28/319 = 3 29
NORTH 210*84/977 =18 56*28/319 = 5 23
SOUTH168*84/977 =15
32*28/319 = 3 18
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
SAMPLESECTOR/REGION <200 BEDS >200BEDS TOTAL
PUBLIC / BKK
PRIVATE / BKK
84%*4 = 4
76%*8 = 6
16%*4 = 1
24%*8 = 2
100% = 5
100% = 8
PUBLIC / CENTRAL
PRIVATE/ CENTRAL
84%*21 =18
96.6%*9 = 8
16%*21 = 3
3.4%*9 = 1
100% =21
100% = 9
PUBLIC/NORTHEAST
PRIVAT/NORTHEAST
84%*26 =22
97.6%*3 = 3
16%*26 = 4
2.4%*3 = 0
100% =26
100% = 3
PUBLIC / NORTH
PRIVATE/ NORTH
84%*18 =15
96.1%*5 = 5
16%*18 = 3
3.9%*5 = 0
100% =18
100% = 5
PUBLIC / SOUTH
PRIVATE/ SOUTH84%*15 =12
100%*3 = 3
16%*15 = 2
0%*3 = 0
100% =14
100% = 3
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Financial Highlight
TOTAL RESPONDENTS
N = Hospital sample size 112
OPD = Out-patient 30 / Hospital 30*112
IPD = In-patient 30 / Hospital 30*112
Total Respondents 6,720
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Financial Highlight
STATISTICS
Y = QUANTITATIVE
X = QUALITATIVE
TWO-WAY ANOVA
ANALYSIS OF VARIANCE
COMPARING MORE THAN 2 MEANS
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2 Financial Highlight
PILOT STUDY
VALIDITY
RELIABILITY
QUESTIONNAIRE
FACTOR ANALYSIS
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
CHAPTER 4ANALYSIS & FINDING
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
CHAPTER 5Conclusion Recommendation
&
&REFFERENCESAPPENDICES
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
1.Parasuraman, A., Berry, C.L. & Zeithaml, V.A. (1988). SERVQUAL : A multiple-Item Scale for Marketing Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.2.Parasuaman,A.,Berry,L.L.&Zeithamal,V.A.(1988)”SERVQUAL. A multiple item scale for measuring consumer perceptions of service quality”. Journal of retailing. Vol.64,No.1:12-403. Parasuaman,A.,Berry,L.L.&Zeithamal,V.A.(1990a).Delivering Quality Service:Balancing Consumer Perceptions and Expectations.New York:the free press.2. 4. Ware, J. E.,& Synder, M.K. (1975). Dimension of patient attitudes reguarding doctors and medical care services. Medical Care, 13(8), 669-683.5. Ware, J.E., Davies-Avery, A.,& Stewart, A. L. (1978).The measurement and meaning of patient satisfaction. Health & Medical Care Services Review, 1(1), 2-15.6. Reports on Health and Welfare Surveys, 2001 and 2003. National Statistical Office.
TERDSAK R.
Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
Your bed was comfortable and clean.Your bed was not to close to other patient’s bed.The bathroom / toilet was kept neat and clean at all times. It was easy to assess to rest room. Most of clothes were clean and I can change as necessary. If you have a medical question, you could some one for help without any problem.
QUESTIONNAIRE
The level of noise was appropriate.The level of light was not appropriate.The temperature on the room was generally comfortable. The smell was bad. Your meals were served on time. The food was good to eat. Tray and other equipment were clean.Unit and room was kept neat and clean at all times.
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
QUESTIONNAIRE
It took you along time to get to a place where you received care.The amount charged for care services was reasonable. You can arrange for payment of medical bills later if you are short of money now. The amount charged for lab tests and x-ray is extremely high. We need more doctors in this area who specialize. We need more nurses in this area.
The hospital policy of visiting was good.Doctors always treat their patients with respect. Doctors never recommended surgery (an operation) unless there are no other way to solve the problem. Doctors caused some people to worry a lot because they didn’t explain any problems to patients.Sometimes doctors caused their patients unnecessary medical expenses.
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
QUESTIONNAIRE
Doctors were very careful to check everything when examining their patients. Doctors didn’t advice patients about way to avoid illness and injury.This hospital lacks of something need to provide complete care.Sometimes doctors took unnecessary risks in treatment their patients.
You want to receive the care from the same doctor who provided care. You hardly ever saw the same doctor when you were taken care. Doctor provided continual care as necessary. The nurse was skillful in helping you.
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
QUESTIONNAIRE
The nurse was really knew what she was talking about.The nurse was precise in doing her work. The nurse was to slow to do thing for you. The nurse was often too disorganized to appear claim. The nurse asked a lot of questions, but once she found the answers, she didn’t seem to do anything.
You wish the nurse would tell you about the results of your tests more than she does.The nurse should explained thing in a simple language.The nurse always gave complete enough explanations of why tests were ordered.The nurse should be more attentive than she was.The nurse was just not patient enough.
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Chapter 4Chapter 3Chapter 1 Chapter 5Chapter 2
QUESTIONNAIRE
When you needed to talk to someone, you could talk to the nurse about your problems. The nurse was too busy at the desk to spend time to talking with you. You were tired of the nurse talking down to you. The nurse was a person who could understand how you felt.
The nurse should be friendlier than she was.The nurse communicated the patients’ conditions and needs to other nurses and doctors so that all health care providers were working together to care for patients.No complication from treatment occurred during care.