International journal of health care quality assurance
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Int J Health Care Qual Assur · Feb 2019
Evaluating factors affecting patient satisfaction using the Kano model.
Healthcare providers are increasing their focus on patient satisfaction and patient-oriented services as they play a significant role in managing rising costs, elevating service quality and establishing sustainable quality improvement strategies. In recent years, the Kano model has gained popularity in the healthcare industry and has been employed to improve patient satisfaction. The purpose of this paper is to illustrate how the Kano model can be deployed to identify a wide range of complex patient needs and convey its potential usefulness in the continuous improvement of the healthcare sector. ⋯ This study contributes to a better understanding of the identification of healthcare needs using the Kano model and advocates focusing on shifts in the categories over time and changes in the demographic environment.
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Int J Health Care Qual Assur · Oct 2018
Development of the Persian patient satisfaction questionnaire.
The purpose of this paper is to explore the validity and reliability of the Persian version of the patient satisfaction questionnaire (PVPSQ). The study addressed the communication skills section of the PSQ specifically. ⋯ There were a few Persian questionnaires to assess patient satisfaction with physicians' communication skills, but their psychometric properties had not been reported until the time of this study. By using the PVPSQ, both researchers at Iranian universities of medical sciences and researchers in other Persian-speaking countries can assess residents' communication skills from the patient's perspective more reliably.
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Int J Health Care Qual Assur · Oct 2018
Effects of job resources factors on nurses job performance (mediating role of work engagement).
The purpose of this paper is to examine the mediating role of work engagement (vigor and dedication) between job resources (job characteristics, supervisor and co-worker support, participation in decision making and job security) and job performance (task and contextual) rated by the supervisor. ⋯ Past studies have not previously tested the two-factor model of work engagement (vigor and dedication) as the mediating variable between job resources (job characteristics, supervisor and co-worker support, participation in decision making and job security) and job performance rated by the supervisor.
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Int J Health Care Qual Assur · Aug 2018
Chinese residents' educational disparity and social insurance coverage.
The Chinese society has embraced rapid social reforms since the late twentieth century, including educational and healthcare systems. The Chinese Central Government launched an ambitious health reform program in 2009 to improve service quality and provide affordable health services, regardless of individual socio-economic status. Currently, the Chinese social health insurance includes Urban Employee Basic Medical Insurance, Urban Resident Basic Medical Insurance, and New Cooperative Medical Insurance for rural residents. The purpose of this paper is to measure the association between individual education level and China's social health insurance scheme following the reform. ⋯ This study is the first to investigate the association between residents' educational attainment and three social health insurance schemes following the 2009 health reform. The authors suggest that educational attainment is still associated with each social health insurance coverage after the ambitious health reform.
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Int J Health Care Qual Assur · Jul 2018
Service quality and satisfaction in healthcare sector of Pakistan- the patients' expectations.
Purpose The purpose of this paper is to assess the influence of patients' expectations from healthcare service quality on their satisfaction with nursing in public and private hospitals of Pakistan. Design/methodology/approach Data ( n=456) were collected from three public sector hospitals and three private sector hospitals of Lahore, the capital of Pakistan's most populous province. Male and female patients who have experience of both sectors were surveyed using a self-administered questionnaire developed using the original SERVQUAL approach. ⋯ The study will also help the service providers and the policy makers in understanding the deteriorating situation of the Pakistani healthcare sector and will guide them in identifying the areas by improving which not only the healthcare service quality in the country can be improved but also the image of healthcare sector among the masses and competitiveness of the healthcare sector can be enhanced. Originality/value The value of the study rests in its critical analysis of the current status of the healthcare sector of Pakistan with a view to suggest the areas that need to be worked on by the service providers and policy makers. Also, the study tries to settle a controversy within Pakistani healthcare literature concerning the question that who is producing more satisfied patients: private hospitals or their public counterparts?