INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE最新文献

{"title":"Validation of the Sickness Presenteeism Scale-Nurse (SPS-N) among Indian nurses and its relationship with perceived stress.","authors":"Dinesh Kumar, Naval Garg","doi":"10.1108/IJHCQA-07-2025-0099","DOIUrl":"https://doi.org/10.1108/IJHCQA-07-2025-0099","url":null,"abstract":"<p><strong>Purpose: </strong>This study examined the reliability and validity of the Sickness Presenteeism Scale-Nurse (SPS-N) among Indian nurses.</p><p><strong>Design/methodology/approach: </strong>Three independent studies were conducted to validate the SPS-N in the Indian context. The first study evaluated the factorial structure of the scale using exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). The second study explored reliability and validity with the help of Cronbach's alpha, McDonald's omega and the Fornell and Larcker testing system. Besides, convergent and criterion validities were also assessed by examining the correlation between SPS-N, Stanford presenteeism and perceived stress scores. Lastly, test-retest reliability was evaluated in the third study.</p><p><strong>Findings: </strong>EFA yielded a four-factor solution that explains 59.17% of the total variance. However, the two statements were part of different dimensions of the scale in comparison to the original SPS-N scale. CFA confirmed the factorial structure among Indian nurses. Also, acceptable values of Cronbach's alpha and McDonald's omega established the scale's reliability. Besides, a significant positive association of the SPS-N scores with Stanford presenteeism and perceived stress scores confirmed the scale's convergent and criterion validities.</p><p><strong>Originality/value: </strong>The SPS-N exhibited acceptable reliability and validity, with minor modifications. The scale could be used to investigate the impact of presenteeism among Indian nurses.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"1-10"},"PeriodicalIF":2.2,"publicationDate":"2025-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145769435","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Using a person-centred model of Lean Six Sigma to support process improvement within a paediatric primary eye care clinic.","authors":"Christine Bourke, Aaron Mullaniff, Bobby Tang, Oriyomi Waya, Sean Paul Teeling","doi":"10.1108/IJHCQA-02-2025-0015","DOIUrl":"https://doi.org/10.1108/IJHCQA-02-2025-0015","url":null,"abstract":"<p><strong>Purpose: </strong>Process improvement methodologies such as Lean Six Sigma are increasingly being deployed to address inefficiencies in healthcare. Simultaneously, global policy and strategy development stress the value of person-centredness in healthcare. This paper examines the application of a Person-Centred Lean Six Sigma Model (PCLSSM) to improve processes in a paediatric eye care clinic, specifically focusing on streamlining the referral system and optimising the clinic environment.</p><p><strong>Design/methodology/approach: </strong>A quasi-experimental, single-site, pretest-posttest study was conducted over nine months using the Lean Six Sigma define, measure, analyse, improve and control (DMAIC) framework. Data were gathered through Voice of the Customer (VOC) sessions, Gemba observations, process mapping and referral letter audits. Key stakeholders, including clinicians, administrative staff and parents, co-designed the interventions to enhance efficiency and patient experience.</p><p><strong>Findings: </strong>The application of the PCLSSM resulted in a 46% increase in right-first-time referral accuracy, a 20% reduction in referral processing time, a 13% increase in staff confidence in the referral system, a 158% improvement in staff satisfaction with workload and a 104% rise in child and parent satisfaction with their clinic experience. The implementation of an electronic referral system and an improved clinic environment contributed to these improvements.</p><p><strong>Originality/value: </strong>This study is the first to integrate a person-centred approach with Lean Six Sigma in paediatric ophthalmology. The findings demonstrate the potential of combining process improvement methodologies with person-centred principles to enhance operational efficiency and stakeholder satisfaction. This approach can serve as a model for similar outpatient settings seeking to improve service delivery and patient experience.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"1-18"},"PeriodicalIF":2.2,"publicationDate":"2025-12-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145709926","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Enhancing accuracy in clinical laboratories: a study on error identification via delta check in high-volume settings.","authors":"Muhammad Shariq Shaikh, Syed Bilal Hashmi, Sibtain Ahmed, Fauzia Naureen","doi":"10.1108/IJHCQA-03-2025-0035","DOIUrl":"https://doi.org/10.1108/IJHCQA-03-2025-0035","url":null,"abstract":"&lt;p&gt;&lt;strong&gt;Purpose: &lt;/strong&gt;Medical laboratories are integral to patient diagnosis, with approximately 70% of clinical decisions relying on laboratory results. Ensuring result accuracy requires robust quality assurance measures, including delta check alerts, which flag significant differences between consecutive test results within patients. This study aimed to assess the effectiveness of Delta Check alerts in identifying errors in mean corpuscular volume (MCV) within a high-volume tertiary care laboratory, thereby enhancing patient safety and diagnostic precision.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Design/methodology/approach: &lt;/strong&gt;A cross-sectional study was conducted at The Aga Khan University Hospital, Pakistan from January to March 2024. All inpatient complete blood count (CBC) samples were included. A delta check event was defined as a change in MCV exceeding 5 femtoliter (fL) within 24 h. These events were classified as valid or invalid based on clinical relevance, with valid errors further categorized into pre-analytical and analytical errors. Data were analyzed using Microsoft Excel 365, and categorical variables were reported as frequencies and percentages.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Findings: &lt;/strong&gt;Among 149,286 inpatient CBC samples analyzed, 1,779 (1.19%) MCV delta check alerts were generated. Of these, 1,694 (95.2%) were invalid, primarily due to blood transfusions (n = 1,013, 59.7%). The remaining 85 valid errors included wrong patient labeling (n = 64, 75.2%), sample dilution (n = 19, 22.3%) and insufficient sample volume (2, 2.3%). These findings highlight the utility of delta check alerts in identifying pre-analytical errors that could otherwise compromise result accuracy.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Research limitations/implications: &lt;/strong&gt;This study underscores the value of delta check alerts in identifying pre-analytical issues, especially mislabeling and sample dilution, thereby strengthening laboratory quality assurance. Although many alerts were invalid, often due to transfusions, optimizing threshold settings may enhance system efficiency. Incorporating automated delta check processes into routine operations could provide an additional layer of protection against unnoticed errors. Future studies should examine the potential of machine learning to boost error detection while reducing false positives, ultimately improving both laboratory efficiency and diagnostic precision.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Practical implications: &lt;/strong&gt;Implementing delta check alerts can enhance laboratory error detection, particularly in identifying pre-analytical issues such as mislabeling and sample dilution. Integrating automated alerts into routine workflows may improve result accuracy and reduce diagnostic errors.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Social implications: &lt;/strong&gt;By improving laboratory quality assurance, delta check alerts contribute to enhanced patient safety, reduced diagnostic delays and improved healthcare outcomes. Strengthening error detection mechanisms supports public trust in labora","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"1-9"},"PeriodicalIF":2.2,"publicationDate":"2025-12-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145649674","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Healthcare service quality, satisfaction and loyalty in university hospitals: the moderating effects of age and visit frequency.","authors":"Akenarin Chocknakawaro, Theeranuch Pusaksrikit","doi":"10.1108/IJHCQA-12-2024-0114","DOIUrl":"https://doi.org/10.1108/IJHCQA-12-2024-0114","url":null,"abstract":"<p><strong>Purpose: </strong>This research examines the relationship across the five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance and empathy) with satisfaction and loyalty of patients at public university hospitals in Thailand and the moderating effects of age and visit frequency in these relationships.</p><p><strong>Design/methodology/approach: </strong>A survey method was used to gather data from three major public university hospitals in Thailand. A total of 390 questionnaires were analyzed using the structural equation model.</p><p><strong>Findings: </strong>The results demonstrate that patient satisfaction is positively impacted by each of the five service quality dimensions. Patient loyalty and service quality are mediated by patient satisfaction. The impact of each dimension of service quality on patient satisfaction and loyalty varies depending on patients' age group and their frequent visits.</p><p><strong>Originality/value: </strong>This study demonstrates that visit frequency is a better predictor for moderating effect as it can explain how frequent-and infrequent-visit patients differ in their service quality preferences, which affects patient satisfaction and patient loyalty.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"1-22"},"PeriodicalIF":2.2,"publicationDate":"2025-11-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145582622","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Patients' perceptions of service quality in mobile health apps: the role of Need-for-Touch and physician characteristics in the post-COVID-19 era.","authors":"Won-Jun Lee, Seungjae Shin","doi":"10.1108/IJHCQA-12-2024-0116","DOIUrl":"10.1108/IJHCQA-12-2024-0116","url":null,"abstract":"<p><strong>Purpose: </strong>This study explores how doctors' characteristics, including effort, listening, expertise, and credibility, influence patients' perceptions of service quality in mobile health (mHealth) applications in the post-COVID-19 era. It also investigates whether the Need-for-Touch moderates the relationship between doctor-patient rapport and perceived service quality in non-face-to-face consultations.</p><p><strong>Design/methodology/approach: </strong>A survey was conducted among Korean college students who used mHealth applications after the COVID-19 pandemic. A total of 152 valid responses were collected and structural equation modeling was used to evaluate the relationships between doctors' characteristics, rapport, service quality, and the moderating effect of Need-for-Touch.</p><p><strong>Findings: </strong>The results show that doctors' effort, listening, expertise, and credibility significantly enhance patients' perceptions of service quality through rapport-building in mHealth contexts. However, the Need-for-Touch did not moderate the rapport-service quality relationship, indicating that physical presence is less critical in remote healthcare consultations.</p><p><strong>Originality/value: </strong>Previous studies emphasized the importance of Need-for-Touch in face-to-face healthcare environments, highlighting how physical interaction fosters patient trust, satisfaction, and rapport. However, this study shifts the focus to digital healthcare, examining how physician characteristics can compensate for the absence of physical touch in mHealth services. The findings extend current knowledge by demonstrating that service quality can be achieved through non-physical interactions. This perspective offers valuable implications for enhancing mHealth service delivery in the post-COVID-19 era.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"218-232"},"PeriodicalIF":2.2,"publicationDate":"2025-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733910","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The application of generative AI to healthcare regulation.","authors":"John Farrelly, James V Lucey, Gary Kiernan, Laura McQuaid, Pawel Stepala, Sandra Conroy, Stephen O' Rourke, Cathal James White, Cathal Leahy, Niall Clarke, Hector Chavez Hernandez, Louis Keyes, Stephen Neville","doi":"10.1108/IJHCQA-07-2025-0093","DOIUrl":"10.1108/IJHCQA-07-2025-0093","url":null,"abstract":"<p><strong>Purpose: </strong>The article investigates the application of generative artificial intelligence (GenAI), specifically Microsoft Copilot 365, in automating the drafting of regulatory reports for a national healthcare regulator. The initiative aimed to assess the feasibility and effectiveness of AI technologies in reducing manual effort, maintaining quality and accuracy of report and enhancing operational efficiency in the regulatory reporting processes.</p><p><strong>Design/methodology/approach: </strong>A proof of concept (PoC) was conducted to evaluate Microsoft Copilot 365's capabilities in generating high-quality draft reports. Sample data were extracted and structured from a data repository to train AI prompts. Test cases were selected to simulate real-world scenarios. AI-generated documents were compared with human-authored reports. Accuracy, completeness and overall quality was compared using standardised BERTScore and ROUGE-L metrics.</p><p><strong>Findings: </strong>AI-generated reports closely matched human-authored documents in terms of accuracy, completeness and quality. BERTScore and ROUGE-L metrics indicated high alignment, with Copilot outputs showing strong consistency across various regulations. Feedback from stakeholders highlighted the AI's performance and its potential impact on time reduction.</p><p><strong>Practical implications: </strong>The successful implementation of this PoC underscores the transformative potential of AI technologies in regulatory environments. Automating routine tasks may allow regulators to reallocate human resources to onsite inspection activities, enhancing overall operational effectiveness. The findings support the integration of AI in regulatory reporting, paving the way for future advancements in this domain.</p><p><strong>Originality/value: </strong>This is the first paper to our knowledge that investigates the application of GenAI, specifically Microsoft Copilot 365, in automating the drafting of regulatory reports for a healthcare regulator.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"358-369"},"PeriodicalIF":2.2,"publicationDate":"2025-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145259433","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Advancing healthcare innovation with Quality 5.0: a hybrid fuzzy AHP-TOPSIS model for strategic prioritization.","authors":"Anthony Bagherian, Subhodeep Mukherjee","doi":"10.1108/IJHCQA-07-2025-0091","DOIUrl":"10.1108/IJHCQA-07-2025-0091","url":null,"abstract":"<p><strong>Purpose: </strong>The present study will outline the systematic approach toward implementing Quality 5.0 in the healthcare industry by focusing on patient-centered innovations. It is concerned with assisting healthcare organizations with digital transformation with a powerful decision-making model that balances the technological, human-centered and ethical objectives.</p><p><strong>Design/methodology/approach: </strong>A hybrid multi-criteria decision-making model of Fuzzy Analytic Hierarchy Process (AHP) and Fuzzy Technique for Order Preference by Similarity to Ideal Solution has been applied. The evaluation was performed on five dimensions, including Human-Centered Artificial Intelligence and Automation (HAA), Patient-Centric Digital Healthcare, Sustainable Healthcare Practices, Workforce Adaptation and Ethical and Regulatory Compliance.</p><p><strong>Findings: </strong>HAA revealed to be the most effective enabler of Quality 5.0 since it guarantees the enhancement of clinical decision-making by means of AI-controlled diagnostics and robot-assisted surgery coupled with the essential level of human surveillance. Green hospital initiatives and other approaches in the sustainable healthcare area were identified as paths that reduce the number of environmental costs as well as operational costs. The readiness of the workforce and integrity became vital supplementary elements.</p><p><strong>Practical implications: </strong>The suggested model will offer healthcare institutions an advanced framework to prioritize innovations through ethical demand, technology readiness, and patient-centered care. It enables organized decision-making within the complicated innovation settings.</p><p><strong>Originality/value: </strong>This study is among the first to apply a hybrid Fuzzy AHP-TOPSIS approach to operationalize Quality 5.0 in healthcare. It offers a novel, patient-centered prioritization framework grounded in both technological and ethical dimensions of healthcare innovation.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"268-291"},"PeriodicalIF":2.2,"publicationDate":"2025-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144993889","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Dynamic systems modeling for quality improvement in reducing neonatal mortality: evidence from Kerman and Bam, Iran.","authors":"Elham Amini, Mohammadreza Amiresmaili, Zohreh Torabinejad, Mohammad Ali Bagherzadeh","doi":"10.1108/IJHCQA-01-2025-0002","DOIUrl":"10.1108/IJHCQA-01-2025-0002","url":null,"abstract":"&lt;p&gt;&lt;strong&gt;Purpose: &lt;/strong&gt;Neonatal mortality is a significant global health issue, particularly in low- and middle-income countries. This study aims to identify and understand the factors contributing to high neonatal mortality rates in the cities of Kerman and Bam, Iran, to develop effective strategies for improvement.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Design/methodology/approach: &lt;/strong&gt;We employed systems dynamics to develop Causal Loop Diagrams that capture qualitative interactions among determinants of neonatal mortality. These CLDs were transformed into stock and flow diagrams for quantitative analysis. Using least squares regression techniques in MATLAB, we analyzed 60 months (2017-2021) of historical data from the Iranian Maternal and Neonatal database, the Integrated Health System (SIB), and Iran's Statistical Yearbooks. Expert interviews and hospital informatics were also utilized to enhance the model's robustness.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Findings: &lt;/strong&gt;The developed model demonstrated a validation accuracy of approximately 94% based on Mean Absolute Percentage Error (MAPE). Key determinants were categorized into health factors (e.g. preterm birth, eclampsia), socio-demographic factors (e.g. maternal education, substance abuse), and healthcare system factors (e.g. NICU capacity, specialist staff). Simulation scenarios revealed that a 20% increase in NICU capacity could reduce neonatal mortality by 35% in Bam and 7% in Kerman. Additionally, hiring 15% more specialist staff reduced mortality by 10% in Bam and 7% in Kerman.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Research limitations/implications: &lt;/strong&gt;While this study is based on data from two specific cities, which may limit its applicability to other regions with different healthcare infrastructures and socio-economic conditions, the integrated qualitative and quantitative methodology employed can be effectively applied to other areas and societies. Future research should expand to additional regions and incorporate more factors, such as genetic predispositions and environmental influences, to enhance the model's generalizability and accuracy. The findings provide clear guidance for healthcare policymakers on effective resource allocation, such as expanding NICU capacity and training more healthcare professionals, to reduce neonatal mortality rates.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Practical implications: &lt;/strong&gt;The model offers a robust framework for simulating intervention scenarios, enabling data-driven decision-making for optimizing healthcare strategies. By reducing neonatal mortality, this research contributes to the overall health and well-being of communities, fostering healthier families and populations, and leading to long-term societal benefits, including enhanced quality of life and economic productivity.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Originality/value: &lt;/strong&gt;This study is among the first in Iran to utilize a comprehensive systems dynamics approach to analyze factors affecting neonatal mortality. It presents a highly accurate dynamic model that i","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"318-337"},"PeriodicalIF":2.2,"publicationDate":"2025-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145024467","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Perceived service quality and its improvement with QFD for state social enterprises (SSEs).","authors":"Eduin Dionisio Contreras Castañeda, Cristian Alvarez, Augusto Suárez","doi":"10.1108/IJHCQA-07-2023-0046","DOIUrl":"10.1108/IJHCQA-07-2023-0046","url":null,"abstract":"<p><strong>Purpose: </strong>In health services, the perceived service quality plays a preponderant role in its continuous improvement. This study sought to integrate the perceived service quality as the customer's voice in the quality function deployment (QFD) for the improvement of healthcare services in the city of Tunja, Colombia.</p><p><strong>Design/methodology/approach: </strong>A study was carried out with the adaptation of the SERVQUAL and SERVPERF scales applied to a sample of 378 users of a State Social Company (SSE). An exploratory factor analysis (EFA) was developed to find the factors that influence the quality of the health service under study and integrate them into a QFD matrix, whose output is the criteria for service improvement.</p><p><strong>Findings: </strong>The QFD analysis allowed the formulation of twelve improvement actions for the quality of the service provided by the SSE. Consequently, the improvement in health services can be achieved through the voice of the customer and the identification of priority technical conditions to intervene in the service.</p><p><strong>Originality/value: </strong>In the case of the context under study and for outpatient ambulatory care services, it is the first study on the dimensions of perceived quality that influence the outpatient service and from these results to use QFD to generate improvement alternatives to the service.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"251-267"},"PeriodicalIF":2.2,"publicationDate":"2025-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144974079","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Analyzing the impact of service quality on companion's satisfaction with the Malaysian public hospitals amidst the COVID-19 pandemic.","authors":"Wan Normila Mohamad, Normalini Md Kassim, Zhu Fei","doi":"10.1108/IJHCQA-09-2024-0084","DOIUrl":"10.1108/IJHCQA-09-2024-0084","url":null,"abstract":"<p><strong>Purpose: </strong>This study investigates the relationship between five service quality dimensions: communication, courtesy, emotional support, hospital amenities and understanding of needs and the satisfaction of patient companions in Malaysian public hospitals during the COVID-19 pandemic.</p><p><strong>Design/methodology/approach: </strong>This study employed a quantitative research approach, utilizing a structured questionnaire to survey 260 respondents in Malaysian public hospitals. The questionnaire was designed to assess respondents' perceptions of service quality dimensions, measure their satisfaction with public hospital services and gather demographic and background information. The data underwent validation factor analysis to ensure the reliability and validity of the measurement model. Additionally, structural equation modeling (SEM) was conducted to evaluate the strength and significance of the relationships between the variables.</p><p><strong>Findings: </strong>The study findings revealed that emotional support, courteous behavior, hospital amenities and responsiveness to companions' needs in Malaysian public hospitals were positively associated with companion satisfaction. Additionally, communication was found to have a significant and negative impact on companion satisfaction.</p><p><strong>Originality/value: </strong>By integrating emotional, behavioral and infrastructural elements into the SERVQUAL model, this study addresses the often-overlooked perspective of patient companions. It offers actionable insights for improving public hospital service quality in pandemic and post-pandemic contexts.</p>","PeriodicalId":47455,"journal":{"name":"INTERNATIONAL JOURNAL OF HEALTH CARE QUALITY ASSURANCE","volume":" ","pages":"338-357"},"PeriodicalIF":2.2,"publicationDate":"2025-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145233804","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}