Monitoring and reducing patient dissatisfaction: a case study of an Iranian public hospital

O. Rasouli; M.H. Zarei

doi:10.1080/14783363.2015.1016869

Monitoring and reducing patient dissatisfaction: a case study of an Iranian public hospital

O. Rasouli, M.H. Zarei

Research output: Contribution to journal › Article › peer-review

17 Citations (Scopus)

190 Downloads (Pure)

Abstract

Patients' dissatisfaction with hospital services is a major indicator for the assessment of healthcare quality. This paper proposes an innovative framework to measure and decrease patient dissatisfaction with hospital services. First, a validated and verified SERVQUAL-based questionnaire is proposed to be distributed among patients. Then, according to the collected data, the level of dissatisfaction is monitored by deploying a p-chart and a Demerit chart. Finally, in order to identify long-term improvement opportunities, an improvement index and Pareto chart have been exploited. The usefulness of the proposed framework is illustrated by the application on a case study in a public hospital of Iran. The results revealed that both the Demerit chart and p-chart are quite competent in monitoring patients’ dissatisfaction and alarming out-of-control situations. In the studied hospital, food service was found to be the critical challenge that required both immediate and long-term improvements. Nurses’ criteria should receive immediate improvement while long-term efforts should be devoted to hospital environment and facilities.

Original language	English
Pages (from-to)	531-559
Number of pages	29
Journal	Total Quality Management and Business Excellence
Volume	27
Issue number	5-6
Early online date	17 Mar 2015
DOIs	https://doi.org/10.1080/14783363.2015.1016869
Publication status	Published - 2016
Externally published	Yes

Bibliographical note

This is an Accepted Manuscript of an article published by Taylor & Francis in The Language Learning Journal on 17/03/2015 available online: http://www.tandfonline.com/10.1080/14783363.2015.1016869

Copyright © and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders.

Keywords

patient dissatisfaction
SERVQUAL questionnaire,
public hospital service
control chart
p-chart
Demerit chart
Pareto chart
improvement index

Access to Document

10.1080/14783363.2015.1016869

Post-PrintAccepted author manuscript, 1.31 MBLicence: Unspecified

Cite this

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title = "Monitoring and reducing patient dissatisfaction: a case study of an Iranian public hospital",

abstract = "Patients' dissatisfaction with hospital services is a major indicator for the assessment of healthcare quality. This paper proposes an innovative framework to measure and decrease patient dissatisfaction with hospital services. First, a validated and verified SERVQUAL-based questionnaire is proposed to be distributed among patients. Then, according to the collected data, the level of dissatisfaction is monitored by deploying a p-chart and a Demerit chart. Finally, in order to identify long-term improvement opportunities, an improvement index and Pareto chart have been exploited. The usefulness of the proposed framework is illustrated by the application on a case study in a public hospital of Iran. The results revealed that both the Demerit chart and p-chart are quite competent in monitoring patients{\textquoteright} dissatisfaction and alarming out-of-control situations. In the studied hospital, food service was found to be the critical challenge that required both immediate and long-term improvements. Nurses{\textquoteright} criteria should receive immediate improvement while long-term efforts should be devoted to hospital environment and facilities.",

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author = "O. Rasouli and M.H. Zarei",

note = "This is an Accepted Manuscript of an article published by Taylor & Francis in The Language Learning Journal on 17/03/2015 available online: http://www.tandfonline.com/10.1080/14783363.2015.1016869 Copyright {\textcopyright} and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders. ",

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N2 - Patients' dissatisfaction with hospital services is a major indicator for the assessment of healthcare quality. This paper proposes an innovative framework to measure and decrease patient dissatisfaction with hospital services. First, a validated and verified SERVQUAL-based questionnaire is proposed to be distributed among patients. Then, according to the collected data, the level of dissatisfaction is monitored by deploying a p-chart and a Demerit chart. Finally, in order to identify long-term improvement opportunities, an improvement index and Pareto chart have been exploited. The usefulness of the proposed framework is illustrated by the application on a case study in a public hospital of Iran. The results revealed that both the Demerit chart and p-chart are quite competent in monitoring patients’ dissatisfaction and alarming out-of-control situations. In the studied hospital, food service was found to be the critical challenge that required both immediate and long-term improvements. Nurses’ criteria should receive immediate improvement while long-term efforts should be devoted to hospital environment and facilities.

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Monitoring and reducing patient dissatisfaction: a case study of an Iranian public hospital

Abstract

Bibliographical note

Keywords

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Hossein Zarei

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Monitoring and reducing patient dissatisfaction: a case study of an Iranian public hospital

Abstract

Bibliographical note

Keywords

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Hossein Zarei

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