Jove
Visualize
Contact Us
JoVE
x logofacebook logolinkedin logoyoutube logo
ABOUT JoVE
OverviewLeadershipBlogJoVE Help Center
AUTHORS
Publishing ProcessEditorial BoardScope & PoliciesPeer ReviewFAQSubmit
LIBRARIANS
TestimonialsSubscriptionsAccessResourcesLibrary Advisory BoardFAQ
RESEARCH
JoVE JournalMethods CollectionsJoVE Encyclopedia of ExperimentsArchive
EDUCATION
JoVE CoreJoVE BusinessJoVE Science EducationJoVE Lab ManualFaculty Resource CenterFaculty Site
Terms & Conditions of Use
Privacy Policy
Policies

Related Concept Videos

Quality Assurance01:19

Quality Assurance

225
Quality assurance is the overarching term used to describe the activities employed to ensure the proper performance of a system. These activities can be classified into three categories: quality control, quality assessment, and internal corrective measures. Typically, these activities work cyclically: quality control is performed before and during the analysis, while quality assessment occurs during and after the investigation. Internal corrective measures are implemented based on the findings...
225
Quality Control01:05

Quality Control

344
Quality control is one of the three cyclical quality assurance activities that help keep a system under statistical control. Typical quality control activities include creating quality control charts, conducting proficiency testing, and documenting and archiving results.
Quality control helps track data, visualize trends, and identify variations, making it easier to detect deviations that may affect the accuracy of an analysis. One way to do this is by generating a quality control chart, which...
344
Methods of Documentation VI: Case Management Model01:15

Methods of Documentation VI: Case Management Model

644
The case management model is a multidisciplinary approach that involves healthcare professionals from diverse disciplines, such as physicians, nurses, therapists, social workers, and pharmacists, working collaboratively to address the various needs of patients. Each healthcare professional brings unique expertise and perspectives, contributing to a more comprehensive understanding of the patient's condition and tailoring treatment plans accordingly.
For example, a patient with a chronic...
644
Types of Reports II: Incident or Occurrence Report01:21

Types of Reports II: Incident or Occurrence Report

961
An Incident or Occurrence Report in a healthcare setting is a crucial document used to record any unexpected occurrence that may or may not have affected a patient, employee, or visitor. Such reports are critical to improving patient safety and include all details leading up to and including the event.
Purposes:
In the healthcare industry, reports play a crucial role in documenting incidents within an agency. The primary objective of these reports is to ensure patient safety, uphold the...
961
Health Information Technology and Healthcare Information System01:30

Health Information Technology and Healthcare Information System

967
Health Information Technology (HIT)
Health Information Technology, commonly called HIT, integrates advanced information systems and technology in healthcare settings. Its primary functions include:
967
Managing Impressions01:19

Managing Impressions

9
Impression management encompasses individuals' deliberate efforts to shape how others perceive them during social interactions. This behavior is often employed to conform to social norms, secure approval, or pursue specific goals. While it involves selective self-presentation, it is not necessarily deceptive; individuals frequently present authentic aspects of themselves that align with situational demands.Common strategies include:Ingratiation: where individuals use flattery or agreeableness...
9

You might also read

Related Articles

Articles linked to this work by shared authors, journal, and citation graph.

Sort by
Same author

Mobile apps for cancer patients: Identifying positive impacts and concerns.

Digital health·2025
Same author

Is there a gap between artificial intelligence applications and priorities in health care and nursing management?

Journal of nursing management·2022
See all related articles

Related Experiment Video

Updated: Sep 26, 2025

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
14:32

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Published on: February 16, 2011

23.9K

Complaints Management Increasing Perceived Quality and Satisfaction.

Thi Le Ha Nguyen1

  • 1VNU University of Medicine and Pharmacy, Vietnam National University, Hanoi, Vietnam.

Hospital Topics
|April 18, 2022
PubMed
Summary

Perceived service quality directly impacts patient satisfaction and complaints. Effective complaint handling is crucial for enhancing overall patient satisfaction in healthcare settings.

Keywords:
Perceived service qualitycomplaintsatisfaction

More Related Videos

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits
08:27

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits

Published on: September 27, 2019

7.0K
The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time
06:05

The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time

Published on: February 19, 2021

1.4K

Related Experiment Videos

Last Updated: Sep 26, 2025

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
14:32

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Published on: February 16, 2011

23.9K
Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits
08:27

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits

Published on: September 27, 2019

7.0K
The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time
06:05

The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time

Published on: February 19, 2021

1.4K

Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Service Quality Assessment

Background:

  • Patient satisfaction is a critical indicator of healthcare quality.
  • Understanding factors influencing patient satisfaction is essential for service improvement.
  • Previous research highlights the link between service quality, complaints, and satisfaction.

Purpose of the Study:

  • To investigate the direct impact of perceived service quality (PSQ) on patient satisfaction (PS).
  • To examine the influence of perceived service quality (PSQ) on patient complaints (PC).
  • To determine the effect of patient complaints (PC) on patient satisfaction (PS).

Main Methods:

  • A cross-sectional study was conducted with inpatients at a top-tier hospital in Vietnam.
  • Data was collected using self-administered questionnaires in April 2018.
  • Statistical analysis involved confirmatory factor analysis and structural equation modeling using SPSS and Amos software.

Main Results:

  • Perceived service quality (PSQ) was found to have a direct positive influence on patient satisfaction (PS).
  • Perceived service quality (PSQ) also directly influenced the occurrence of patient complaints (PC).
  • Patient complaints (PC) were shown to negatively impact patient satisfaction (PS).

Conclusions:

  • Improving perceived service quality is key to reducing patient complaints.
  • Effective management and resolution of patient complaints are vital for enhancing patient satisfaction.
  • Healthcare providers should prioritize both service quality enhancement and robust complaint handling systems.