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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
business, management and accounting
Health care quality in NHS hospitals
International Journal of Health Care Quality Assurance, Volume 9, No. 1, Year 1996
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Description
Hospitals provide the same type of service, but they do not all provide the same quality of service. No one knows this better than patients. Reports the results of a market research exercise initiated to ascertain the different factors which patients of health care identify as being necessary to provide error-free service quality with NHS hospitals. To measure patients’ satisfaction with NHS hospitals, the internationally-used market research technique called SERVQUAL was used in order to measure patients’ expectations before admission, record their perceptions after discharge from the hospital, and then to close the gap between them. This technique compares expectations with perceptions of service received across five broad dimensions of service quality, namely; tangibility; reliability: responsiveness; assurance; and empathy. This analysis covered 174 patients who had completed the SERVQUAL questionnaire, including patients who had had treatment in surgical, orthopaedic, spinal injury, medicinal, dental and other specialties in the West Midlands region. Recorded the average weighted NHS service quality score overall for the five dimensions as significantly negative. © 1996, MCB UP Limited
Authors & Co-Authors
Youssef, Fayek N.
United Kingdom, Oswestry
The Robert Jones and Agnes Hunt Orthopaedic Hospital Nhs Foundation Trust
Nel, Deon C.
South Africa, Stellenbosch
Stellenbosch University
Bovaird, Tony
United Kingdom, Birmingham
Aston University
Statistics
Citations: 130
Authors: 3
Affiliations: 3
Identifiers
Doi:
10.1108/09526869610109125
ISSN:
09526862
Research Areas
Health System And Policy
Violence And Injury