Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model

• Main Authors: Aspasia Goula, Maria-Aggeliki Stamouli, Maria Alexandridou, Lemonia Vorreakou, Aristeidis Galanakis, Georgios Theodorou, Emmanouil Stauropoulos, Martha Kelesi, Evridiki Kaba
• Format: Article
• Language: English
• Published: MDPI AG 2021-03-01
• Series: International Journal of Environmental Research and Public Health
• Subjects: hospital quality; public hospitals; SERVQUAL model; patient expectations; patient perceptions
• Online Access: https://www.mdpi.com/1660-4601/18/7/3418
• ISSN: 1661-7827; 1660-4601

(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality.