Service quality in healthcare: understanding the relationship between patient experience and healthcare outcomes.

Abstract

Purpose: This study investigates the pivotal role of service quality in shaping patient experiences and influencing healthcare outcomes. It examines multiple dimensions of hospital service quality and how they collectively contribute to enhancing the overall patient experience. Utilizing a quantitative survey-based approach, the research offers a comprehensive analysis of the key factors that drive patient perceptions within the healthcare perspective.

Design/methodology/approach: A purposive non-probability sampling technique was employed to select respondents from the outpatient department of a private multi-specialty hospital in the Delhi-NCR region of India. Data were collected using a structured questionnaire, and structural equation modeling (SEM) was applied to test the proposed conceptual model and research hypotheses.

Findings: Results indicate a strong positive correlation between multifaceted dimensions of hospital service quality and patient experiences. Patients who report positive experiences are more likely to intend to revisit the same healthcare facility for future medical needs.

Research limitations/implications: Overall, this study underscores the importance of prioritizing and optimizing various dimensions of hospital service quality to cultivate positive patient experiences and nurture enduring patient-provider relationships in the healthcare sector. Policymakers may find this study helpful in developing, constructing and modifying quality management systems for healthcare organizations.

Originality/value: Very few studies have been performed on healthcare service quality dimensions and measured their impact on healthcare outcomes. This study examined the effects of three new quality indicators on patient experience and healthcare outcomes: environmental quality, process quality and interaction quality.