Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale

International Journal of Environmental Research and Public Health
Fernando Barrios-IpenzaAntonio Leal-Millán

Abstract

During recent years, public-private partnerships (PPPs) in the health sector have been an attractive alternative for improving healthcare services in developing countries such as Peru. Therefore, it is fundamental to consider a comprehensive set of healthcare qualities, like the HEALTHQUAL scale, when we measure dimensions of healthcare service quality. Currently, no studies have applied HEALTHQUAL in Peruvian hospitals. The purposes of this study were to (1) validate and evaluate the application of the HEALTHQUAL scale to measure user satisfaction in outpatient services at two PPP hospitals in Peru; and (2) test the relationship between user satisfaction, efficiency, and loyalty. A descriptive, cross-sectional study based on the HEALTHQUAL scale was carried out at the end of 2018. The measurement items were satisfaction with healthcare personnel, satisfaction with nonhealthcare personnel, satisfaction with facilities and equipment, perception of efficiency, and trust. The scale was administered to a nonprobability sample of 250 users who attended one of two PPP hospitals-Barton and Kaelin. The application of partial least squares path modeling significantly impacted on the perceived efficiency in the items of healthcare person...Continue Reading

References

Jan 1, 1982·Social Science & Medicine·S U Linder-Pelz
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Mar 14, 2003·European Journal of Nuclear Medicine and Molecular Imaging·Lutz S FreudenbergAndreas Bockisch
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Sep 4, 2009·International Journal of Health Care Quality Assurance·Aditi Naidu
May 29, 2015·International Journal of Health Care Quality Assurance·Rama Koteswara Rao Kondasani, Rajeev Kumar Panda

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Citations

Jul 3, 2021·International Journal of Environmental Research and Public Health·Fernando Barrios-IpenzaWalter H Curioso

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Software Mentioned

SERVQUAL
HEALTHQUAL
Excel

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