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Evaluating health service quality: using importance performance analysis.

Azar Izadi1, Younes Jahani2, Sima Rafiei3

  • 1Faculty of Management and Medical Informatics, Kerman University of Medical Sciences , Iran.

International Journal of Health Care Quality Assurance
|August 16, 2017
PubMed
Summary

This study measured healthcare service quality for surgical and medical inpatients at Kerman Medical Sciences University. Findings revealed a gap between patient expectations and service performance, highlighting areas for improvement in healthcare quality.

Keywords:
Importance performance analysisPatient satisfactionService quality

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Area of Science:

  • Healthcare Management
  • Health Services Research

Background:

  • Measuring healthcare service quality is crucial for improving services and patient satisfaction.
  • Objective assessment guides managers and policymakers in healthcare.
  • Patient satisfaction is a key indicator of healthcare system performance.

Purpose of the Study:

  • To measure the service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015.
  • To identify discrepancies between patient-perceived importance and performance of healthcare services.
  • To provide data for strategic planning to enhance healthcare service quality.

Main Methods:

  • A descriptive-analytic study using a cross-sectional method was conducted.
  • Stratified random sampling selected 268 patients from KUMS training hospitals.
  • An importance-performance analysis (IPA) questionnaire was used to collect data on patient perspectives.

Main Results:

  • A significant gap was found between the importance patients placed on services and the actual performance.
  • Tangibility was the highest priority for patients (mean=3.54), while reliability received the highest performance rating (mean=3.02).
  • Social accountability was perceived as least important and had the lowest performance (mean=1.91 and 1.98, respectively).

Conclusions:

  • Healthcare managers must prioritize patient viewpoints to address service quality shortcomings.
  • Implementing patient feedback is essential for improving service quality and patient satisfaction.
  • The IPA method effectively identifies areas for improvement in healthcare delivery.