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Measuring service quality provision within an eating disorders context
1Strategy and Research Operations Group, Kingston upon Thames, Surrey, UK.
Summary
This study assessed service quality in an eating disorder clinic using the SERVQUAL tool. Findings identified six key dimensions to improve healthcare service delivery and patient satisfaction.
Area of Science:
- Healthcare Management
- Service Quality Measurement
- Clinical Psychology
Background:
- Quality measurement historically focused on manufacturing, shifting to services and healthcare in recent decades.
- Hospitals increasingly use service quality to enhance their competitive standing in a dynamic healthcare environment.
- Eating disorder services require specific quality assessments to meet patient needs.
Purpose of the Study:
- To evaluate the service quality of a UK-based eating disorder provider.
- To adapt and apply the SERVQUAL instrument for healthcare service assessment.
- To identify key dimensions of service quality in specialized mental health services.
Main Methods:
- Development and application of the SERVQUAL research instrument.
- Thematic analysis of qualitative feedback from service users.
- Mapping identified service quality dimensions onto the P-C-P attributes model.
Main Results:
- Six critical dimensions of service quality were identified through user feedback analysis.
- The SERVQUAL instrument was successfully adapted for assessing eating disorder services.
- Specific areas for service improvement were highlighted based on the P-C-P attributes model.
Conclusions:
- The study provides a practical framework for assessing service quality in eating disorder clinics.
- The SERVQUAL instrument and P-C-P model offer valuable insights for healthcare providers.
- This approach can inform quality improvement initiatives in similar specialized healthcare settings.