Assessment of Healthcare Service Quality in Public (Governmental) Teaching Hospitals of Ferdows using the HEALTHQUAL Model

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Rajabi Erfan; memarbashi Ehsan; Asadi Fariba; Araste Azade

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Journal Paper

Paper Information

Journal: JOURNAL OF HEALTH RESEARCH IN COMMUNITY Year:2025 | Volume:10 | Issue:4 Page(s): 48-57

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Information Journal Paper

Title

Assessment of Healthcare Service Quality in Public (Governmental) Teaching Hospitals of Ferdows using the HEALTHQUAL Model

Author(s)

Rajabi Erfan | memarbashi Ehsan | Asadi Fariba | Araste Azade | Issue Writer Certificate

Keywords

Healthcare service quality

HEALTHQUAL model

Public teaching hospitals

Abstract

Introduction and purpose: The quality of healthcare services holds a significant position in the healthcare system. Understanding patients' expectations and perceptions is essential for improving the quality of health services. The present study aimed to assess the quality of healthcare services in public (governmental) teaching hospitals of Ferdows using the HEALTHQUAL model in 2019.
Methods: This descriptive-analytical (cross-sectional) study was conducted in two public (governmental) teaching hospitals in Ferdows. The study population consisted of 350 hospitalized patients who were selected via convenience sampling in 2019. The patients’ perceptions and expectations regarding the quality of hospital services were evaluated using the HEALTHQUAL questionnaire, which assesses four dimensions: environment, human interactions, effectiveness, and efficiency. Data were analyzed in SPSS software (version 24) using independent t-tests, one-way ANOVA, and mean comparison tests.
Results: The study reported the overall mean quality score of hospital services as moderate to high. A significant difference was observed between the mean perception score (3.83±0.49) and the mean expectation score (4.54±0.56) across all dimensions of healthcare service quality (P<0.001).
Conclusion: As evidenced by the obtained results, patients' mean scores of perception of service quality were notably lower than their mean expectation scores, indicating a significant gap between the two domains. These results highlight considerable opportunities for improving the quality of healthcare services. Policymakers and hospital administrators should identify and address this gap to implement effective measures for enhancing healthcare service quality.

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