国家社会健康保险计划中参保人对医疗服务质量满意度的决定因素评估:改良SERVQUAL模型的应用

IF 0.7 4区 医学 Q3 MEDICINE, GENERAL & INTERNAL
Nigerian Journal of Clinical Practice Pub Date : 2025-04-01 Epub Date: 2025-04-26 DOI:10.4103/njcp.njcp_562_23
S Onyemaechi, U Ezenwaka, C Okeke, T Ibeziakor, C Okuakaji, O Osifala
{"title":"国家社会健康保险计划中参保人对医疗服务质量满意度的决定因素评估:改良SERVQUAL模型的应用","authors":"S Onyemaechi, U Ezenwaka, C Okeke, T Ibeziakor, C Okuakaji, O Osifala","doi":"10.4103/njcp.njcp_562_23","DOIUrl":null,"url":null,"abstract":"<p><strong>Background: </strong>Patient satisfaction is an important indicator to measure the quality of healthcare and provider performance. Understanding enrollees' satisfaction with the quality of health services provided by Anambra State Health Insurance Scheme is crucial for its effectiveness.</p><p><strong>Aim: </strong>This study assessed health insurance enrollees' satisfaction with the quality of care and its determinants in Anambra State, Nigeria.</p><p><strong>Methods: </strong>This was a cross-sectional study that involved 447 enrollees selected from health facilities using a multistage sampling technique. Data was collected using a 25-item structured close-ended patients' satisfaction questionnaire adapted from the SERVQUAL model. Data analysis was done using SPSS version 25. Logistics regression analysis was done to identify determinants of overall satisfaction. The level of significance was set at a P value <0.05.</p><p><strong>Results: </strong>The overall level of satisfaction with services rendered was 80.6%. Enrollees were satisfied with tangibility (87.2%), reliability (89.3%), responsiveness (80.3%), assurance (90.2%), empathy (87.5%), and affordability (81.4%). Significant factors associated with the enrollees' satisfaction across the six dimensions of care assessed were facility ownership (AOR = 1.42; CI 0.24-0.74; P < 0.00) and geographical location (AOR = 1.33; CI 0.14-0.78; P < 0.01). Age (AOR = 2.86; CI 1.55-5.29; P < 0.00) was the only demographic characteristic associated with satisfaction with care.</p><p><strong>Conclusion: </strong>The quality of care was satisfactory across dimensions of care assessed. However, enrollees' satisfaction was positively influenced by facility-related factors. Managers and healthcare providers should focus on continuous quality improvement efforts in public and rural facilities to improve the quality of services and enrollees' retention within the health insurance scheme.</p>","PeriodicalId":19431,"journal":{"name":"Nigerian Journal of Clinical Practice","volume":"28 4","pages":"513-524"},"PeriodicalIF":0.7000,"publicationDate":"2025-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Assessing Determinants of Enrollees' Satisfaction with Quality of Health Services within the State Social Health Insurance Scheme: An Application of Modified SERVQUAL Model.\",\"authors\":\"S Onyemaechi, U Ezenwaka, C Okeke, T Ibeziakor, C Okuakaji, O Osifala\",\"doi\":\"10.4103/njcp.njcp_562_23\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<p><strong>Background: </strong>Patient satisfaction is an important indicator to measure the quality of healthcare and provider performance. Understanding enrollees' satisfaction with the quality of health services provided by Anambra State Health Insurance Scheme is crucial for its effectiveness.</p><p><strong>Aim: </strong>This study assessed health insurance enrollees' satisfaction with the quality of care and its determinants in Anambra State, Nigeria.</p><p><strong>Methods: </strong>This was a cross-sectional study that involved 447 enrollees selected from health facilities using a multistage sampling technique. Data was collected using a 25-item structured close-ended patients' satisfaction questionnaire adapted from the SERVQUAL model. Data analysis was done using SPSS version 25. Logistics regression analysis was done to identify determinants of overall satisfaction. The level of significance was set at a P value <0.05.</p><p><strong>Results: </strong>The overall level of satisfaction with services rendered was 80.6%. Enrollees were satisfied with tangibility (87.2%), reliability (89.3%), responsiveness (80.3%), assurance (90.2%), empathy (87.5%), and affordability (81.4%). Significant factors associated with the enrollees' satisfaction across the six dimensions of care assessed were facility ownership (AOR = 1.42; CI 0.24-0.74; P < 0.00) and geographical location (AOR = 1.33; CI 0.14-0.78; P < 0.01). Age (AOR = 2.86; CI 1.55-5.29; P < 0.00) was the only demographic characteristic associated with satisfaction with care.</p><p><strong>Conclusion: </strong>The quality of care was satisfactory across dimensions of care assessed. However, enrollees' satisfaction was positively influenced by facility-related factors. Managers and healthcare providers should focus on continuous quality improvement efforts in public and rural facilities to improve the quality of services and enrollees' retention within the health insurance scheme.</p>\",\"PeriodicalId\":19431,\"journal\":{\"name\":\"Nigerian Journal of Clinical Practice\",\"volume\":\"28 4\",\"pages\":\"513-524\"},\"PeriodicalIF\":0.7000,\"publicationDate\":\"2025-04-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Nigerian Journal of Clinical Practice\",\"FirstCategoryId\":\"3\",\"ListUrlMain\":\"https://doi.org/10.4103/njcp.njcp_562_23\",\"RegionNum\":4,\"RegionCategory\":\"医学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"2025/4/26 0:00:00\",\"PubModel\":\"Epub\",\"JCR\":\"Q3\",\"JCRName\":\"MEDICINE, GENERAL & INTERNAL\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Nigerian Journal of Clinical Practice","FirstCategoryId":"3","ListUrlMain":"https://doi.org/10.4103/njcp.njcp_562_23","RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2025/4/26 0:00:00","PubModel":"Epub","JCR":"Q3","JCRName":"MEDICINE, GENERAL & INTERNAL","Score":null,"Total":0}
引用次数: 0

摘要

背景:患者满意度是衡量医疗服务质量和提供者绩效的重要指标。了解参保人对阿南布拉州健康保险计划提供的保健服务质量的满意程度,对该计划的有效性至关重要。目的:本研究评估健康保险登记者对护理质量的满意度及其决定因素在阿南布拉州,尼日利亚。方法:这是一项横断面研究,采用多阶段抽样技术从卫生机构中选择了447名入组者。采用采用SERVQUAL模型的25项结构化封闭式患者满意度问卷收集数据。数据分析采用SPSS 25。进行了物流回归分析,以确定总体满意度的决定因素。显著性水平设为P值结果:对所提供服务的总体满意度为80.6%。受试者在可得性(87.2%)、可靠性(89.3%)、反应性(80.3%)、保证性(90.2%)、共情性(87.5%)和可负担性(81.4%)方面感到满意。在护理评估的六个维度中,与入组者满意度相关的重要因素是设施所有权(AOR = 1.42;可信区间0.24 - -0.74;P < 0.00)和地理位置(AOR = 1.33;可信区间0.14 - -0.78;P < 0.01)。年龄(AOR = 2.86;可信区间1.55 - -5.29;P < 0.00)是与护理满意度相关的唯一人口统计学特征。结论:护理质量在各方面均令人满意。而设施相关因素对学员满意度有正向影响。管理人员和医疗保健提供者应把重点放在公共和农村设施的持续质量改进工作上,以提高服务质量,并使参保人留在医疗保险计划内。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Assessing Determinants of Enrollees' Satisfaction with Quality of Health Services within the State Social Health Insurance Scheme: An Application of Modified SERVQUAL Model.

Background: Patient satisfaction is an important indicator to measure the quality of healthcare and provider performance. Understanding enrollees' satisfaction with the quality of health services provided by Anambra State Health Insurance Scheme is crucial for its effectiveness.

Aim: This study assessed health insurance enrollees' satisfaction with the quality of care and its determinants in Anambra State, Nigeria.

Methods: This was a cross-sectional study that involved 447 enrollees selected from health facilities using a multistage sampling technique. Data was collected using a 25-item structured close-ended patients' satisfaction questionnaire adapted from the SERVQUAL model. Data analysis was done using SPSS version 25. Logistics regression analysis was done to identify determinants of overall satisfaction. The level of significance was set at a P value <0.05.

Results: The overall level of satisfaction with services rendered was 80.6%. Enrollees were satisfied with tangibility (87.2%), reliability (89.3%), responsiveness (80.3%), assurance (90.2%), empathy (87.5%), and affordability (81.4%). Significant factors associated with the enrollees' satisfaction across the six dimensions of care assessed were facility ownership (AOR = 1.42; CI 0.24-0.74; P < 0.00) and geographical location (AOR = 1.33; CI 0.14-0.78; P < 0.01). Age (AOR = 2.86; CI 1.55-5.29; P < 0.00) was the only demographic characteristic associated with satisfaction with care.

Conclusion: The quality of care was satisfactory across dimensions of care assessed. However, enrollees' satisfaction was positively influenced by facility-related factors. Managers and healthcare providers should focus on continuous quality improvement efforts in public and rural facilities to improve the quality of services and enrollees' retention within the health insurance scheme.

求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
Nigerian Journal of Clinical Practice
Nigerian Journal of Clinical Practice MEDICINE, GENERAL & INTERNAL-
CiteScore
1.40
自引率
0.00%
发文量
275
审稿时长
4-8 weeks
期刊介绍: The Nigerian Journal of Clinical Practice is a Monthly peer-reviewed international journal published by the Medical and Dental Consultants’ Association of Nigeria. The journal’s full text is available online at www.njcponline.com. The journal allows free access (Open Access) to its contents and permits authors to self-archive final accepted version of the articles on any OAI-compliant institutional / subject-based repository. The journal makes a token charge for submission, processing and publication of manuscripts including color reproduction of photographs.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信