Service Quality In Healthcare
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  • 1.  
  • 2. Patient Satisfaction In Quality Service of Health Care Industry A Comparision Between Public and Private Hospitals in Thailand
  • 3. 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
  • 4. CHAPTER 1 INTRODUCTION Chapter 2 Research Question
    • Are there any difference in patient satisfaction of quality service
    • between 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?
  • 5. DEFINITION OF TERM THEORETICAL FRAMEWORK SERVQUAL MODEL MODEL SERVQUAL Problems & Solution DIMENSION PATIENT SATISFACTION QUALITY SERVICE HEALTH CARE SATISFACTION PATIENT INDUSTRY TANGIBLE RELIABILITY RESPONSIVE ASSURANCE EMPATHY
  • 6. CHAPTER 2 REVIEW OF THE LITERATURE
  • 7. PARASUAMAN EXPECTED PERCEIVED QUALITY SERVICE
  • 8. SERVQUAL 5-DIMENSION Reliability Tangibles Responsiveness Assurance Empathy
  • 9. WARE 8-DIMENSION art of care Technical quality accessibility finances outcome of care continuity physical environment availability
  • 10. HEALTH CARE SECTOR Market/ Marketing
  • 11. HEALTH CARE SIZE Market/ Marketing
  • 12. HEALTH CARE DEPARTMENT Market/ Marketing
  • 13. HEALTH CARE SATISFACTION SURVEY Market/ Marketing
  • 14. RESEARCH MODEL Market/ Marketing QUALITY SERVICE PATIENT SATISFACTION SECTOR SIZE DEPARTMENT EDUCATION PATIENT SATISFACTION
  • 15. RESEARCH MODEL Financial Highlight EQUATION Y = f (X1, X2, X3, X4) VARIABLES Y = PATIENT SATISFACTION X1= SECTOR X2= SIZE X3= DEPARTMENT X4= EDUCATION
  • 16. 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
  • 17. 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
  • 18. CHAPTER 3 Research methodology
  • 19.
    • SEGTOR: 977 PUBLIC HOSPITALS
    • 319 PRIVATE HOSPITALS
    • SIZE: > 200 BEDS
    • < 200 BEDS
    • DEPARTMENT: OUTPATIENT
    • INPATIENT
    Operation POPULATION
  • 20. Financial Highlight SAMPLE SIZE SAMPLE SIZE = S 2 *T 2 (  /2) /E 2 112 N = sample size .50 E = maximum acceptable error 95%  = level of confident interval 1.960 T = t-statistics for 95%level of confidence interval 2.7 S = standard deviation of the distribution of responses
  • 21. POPULATION 132 87 45 BANGKOK METROPOLIS 200 32 168 SOUTH 266 56 210 NORTH 345 38 307 NORTHEAST 353 106 247 CENTRAL TOTAL(1,296) PRIVATE(319) PUBLIC(977) REGION
  • 22. POPULATION 821+156/977 100% 156/977=16% 24% 821/977=84% 76% PUBLIC / BKK PRIVATE / BKK 100% 100% 16% 0% 84% 100% PUBLIC / SOUTH PRIVATE/ SOUTH 100% 100% 16% 3.9% 84% 96.1% PUBLIC / NORTH PRIVATE/ NORTH 100% 100% 16% 2.4% 84% 97.6% PUBLIC/NORTHEAST PRIVAT/NORTHEAST 100% 100% 16% 3.4% 84% 96.6% PUBLIC / CENTRAL PRIVATE/CENTRAL TOTAL >200BEDS <200 BEDS SECTOR/REGION
  • 23. SAMPLE 12 87*28/319 = 8 45*84/977 = 4 BANGKOK METROPOLIS 18 32*28/319 = 3 168*84/977 =15 SOUTH 23 56*28/319 = 5 210*84/977 =18 NORTH 29 38*28/319 = 3 307*84/977 =26 NORTHEAST 30 106*28/319 = 9 247*84/977 =21 CENTRAL TOTAL(112) PRIVATE(28) PUBLIC(84) REGION
  • 24. SAMPLE 100% = 5 100% = 8 16%*4 = 1 24%*8 = 2 84%*4 = 4 76%*8 = 6 PUBLIC / BKK PRIVATE / BKK 100% =14 100% = 3 16%*15 = 2 0% *3 = 0 84%*15 =12 100%*3 = 3 PUBLIC / SOUTH PRIVATE/ SOUTH 100% =18 100% = 5 16%*18 = 3 3.9%*5 = 0 84%*18 =15 96.1%*5 = 5 PUBLIC / NORTH PRIVATE/ NORTH 100% =26 100% = 3 16%*26 = 4 2.4%*3 = 0 84%*26 =22 97.6%*3 = 3 PUBLIC/NORTHEAST PRIVAT/NORTHEAST 100% =21 100% = 9 16%*21 = 3 3.4%*9 = 1 84%*21 =18 96.6%*9 = 8 PUBLIC / CENTRAL PRIVATE/ CENTRAL TOTAL >200BEDS <200 BEDS SECTOR/REGION
  • 25. Financial Highlight TOTAL RESPONDENTS 6,720 Total Respondents 30*112 IPD = In-patient 30 / Hospital 30*112 OPD = Out-patient 30 / Hospital 112 N = Hospital sample size
  • 26. Financial Highlight STATISTICS Y = QUANTITATIVE X = QUALITATIVE TWO-WAY ANOVA ANALYSIS OF VARIANCE COMPARING MORE THAN 2 MEANS
  • 27. PILOT STUDY Financial Highlight VALIDITY RELIABILITY QUESTIONNAIRE FACTOR ANALYSIS
  • 28. CHAPTER 4 ANALYSIS & FINDING
  • 29. CHAPTER 5 Conclusion R ecommendation &
  • 30. & REFFERENCES APPENDICES
  • 31. 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.1:12-40 3. 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.
  • 32. QUESTIONNAIRE 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. 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.
  • 33. 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.
  • 34. 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.
  • 35. 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.
  • 36. 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.