Abstract- Defining and measuring the quality of service has been a major challenge in healthcare industry. The service quality measurement scale (SERVQUAL) is used in research to measure quality of service in a hospital service environment. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between patient expectations and service providers’ perceptions has been highlighted through a case study conducted at XYZ Hospital which is one of the best hospitals in Ujjain giving quality service to patients. The main objective of this project is to demonstrate the use of SERVQUAL for measuring patient’s perceptions of health care quality in XYZ Hospital The research methodology consists of preparing …show more content…
Figure I: Dependence between quality, satisfaction and profitability
C. Service Quality The purpose of the research is to find the most important service quality dimensions that affect customer satisfaction in hospital service in Ujjain. Since SERVQUAL model is founded a comprehensive method, we are going to adopt and deploy it to encompass various aspects of service quality in relation to the hospital industry in Ujjain. Besides, a questionnaire has been designed based on literature in order to examine all service quality dimensions in SERVQUAL model
[2]. Service quality is determined by the differences between customer’s expectations of services provider’s performance and their evaluation of the services they received”.
III. RESEARCH METHODOLOGY
This presents brief description of the research methodology used for the project. This includes data collection, statistical methods used for project like Pearson correlation and linear multiple regression. In this project, software SPSS 11 which provides the descriptive statistics and other statistical tools is used.
Data
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Reliability and Validity In statistics, reliability is the consistency of a set of measurements or of a measuring instrument, often used to describe a test. Validity is often assessed along with reliability, the extent to which a measurement gives consistent results. (Seyed, 2008)
Cronbach 's α is defined as Where K is the number of components is the variance of the observed total test scores
And the variance of component i for the current sample of persons[10]
D. Pearson Correlation Correlation is a technique for investigating the relationship between two quantitative, continuous variables, for example, age and blood pressure. Pearson 's correlation coefficient (r) is a measure of the strength of the association between the two variables. The variables are not designated as dependent or independent. The two most popular correlation coefficients are: Spearman 's correlation coefficient rho (r) and Pearson 's product-moment correlation coefficient.
CHOC also knew as the Children’s Hospital of Orange County loves to help out sick or hurt children. It all started since 1964 when Walt Disney and Walter Knott 's found CHOC after they expanded the area with their amusement parks. The first-day CHOC started there were only four people who came to be treated then within two months they have treated over 300 patients. CHOC in addition to becoming more well known over the generations. Now it is one of the best hospitals for children in Southern California.
Analysis of the goals has determined that resident satisfaction within Berlasco Court Centre regarding meals is far lower than it should be. The goal of providing a level of independence and freedom for the residents is currently not being met either which is supported further below by the requirements from elicitation. The result has suggested that residents are unhappy with the current meal plan system and would like more versatility as well as an ordering system this system also needs to be efficient for nursing and kitchen staff to minimize damaging impact within those two areas. Using this it’s been established that the primary Business Need is providing a system to ensure greater versatility and control over meal plans for residents.
Education, information and resource referral was provided to address the following: 1. Veteran had concerns about, how to file a service connected claim. (Veteran was educated on how to process a service connected disability claim). 2. Veteran was not aware of all the services provided at the local VA Medical Center. (Veteran was provided with information about the services, clinics, and groups, i.e. Women’s Clinic, MVPC program, suicide).
Liability Issues Primarily, Caring Memorial Hospital will be held liable in this malpractice case under the premise of respondeat superior. “Under respondeat superior an employer is liable for the negligent act or omission of any employee acting within the course and scope of his employment” (Thornton, 2010, para. 2). The risk manager Susan Post, JD and the quality assurance director Amy Green were both aware of the potential for increased risk on the Oncology unit. They had been making observations several months prior to incident that related to deficiencies in staffing and safety standards. Per, ASCO and ONS (2012) new staff are required to demonstrate competency and receive comprehensive chemotherapy education.
Antelope Valley Hospital, a 420-bed district hospital located in the city of Lancaster in northern Los Angeles County, has been serving the community for more than 60 years. The area’s only full-service acute-care hospital, AVH provides a full array of medical/surgical services, pediatric treatment, NICU, mental health, cancer care and more. It is a Level II trauma center, Accredited Chest Pain Center, Advanced Primary Stroke Center and Comprehensive Community Cancer Center. https://www.avhospital.org/About/Index As the local healthcare leader, Antelope Valley Hospital: • Provides care to more than 218,000 patients each year.
Shoreview VA Hospital is one of the VA facilities that solely serves the Miami-Dade County. This county is found in the lower eastern part of Florida, but the facility is found in Homestead, Florida. Nearby, is the Homestead Air Force Base, one of 21 Military bases in Florida (See Appendix A for a map). Demographics. Miami-Dade County, has an estimated population of 2.66 million people according to the U.S Census which makes it the most populous county in Florida.
Background statement: Heritage Valley Medical Center has had a wonderful reputation for providing excellent health care services to their community. Initially, their community was 80% Caucasian, 40% African American, and 5% Hispanic. However, in the last 5 years, the population has changed to more minorities and the whites have moved out to the suburbs. This caused the Center’s occupancy rate to go down 40% because many of their traditional, more affluent, private-pay patients had left the neighborhood. To bring in revenue, they campaigned to bring in more Medicaid patients.
Week Two Reflective Assignment Mary Carnahan QN 320: Essential Statistical Thinking July 20, 2016 Week Two What I learned this week in “Data Description, Probability, and Counting Rules” Chapter three “Descriptive Analysis and Presentation of Bivariate Data” Bivariate data are values with the two different variables that are from the same population element.
In order to develop a standardized test that is valid and reliable, the
Brittney Ingraham BADM 520 Quiz #4 October 24th 2015 1) What are the main criteria for evaluating measure validity? There are 5 different types of validity that are used for evaluating measure. The first criterion is making sure the measure has face validity. Face validity of the measure means that it accurately describes the concept being studied.
After gathering information from the above question, I will use the information to make an assessment to measure the quality of service offered in my organisation. The Royal United Hospital Trust, and carefully examine efficiency and effectiveness, from service users perspective, staff perspective and customers perspective, I will further examine the gaps and incorporate changes into my existing services. 2.2 Measure the impact of recent changes on health and social care services against set
This report addresses the issues arising from the case study report of Guelph General Hospital. Over the years, the hospital has experienced challenges in the delivery of services to consumers. This is especially due to the expanding numbers of patients that have affected the normal functioning of the hospital system. Starting with the improvement of the emergency department, GGH has focused on the practices that would accommodate the increasing demands for medical services. The lean methodology is one of the implementations that aimed at reducing wastage within the system, in order to create value for the services offered.
In 2005, a family friend by the name of Randy Birdsong was a patient at Audie L. Murphy Memorial VA Hospital located in San Antonio, Texas. The Veteran Affairs (VA) medical staff was performing surgery on his abdomen. After the surgery, he was notified that there was insufficient space to accommodate his continued care. The V.A. advised him to keep his wound clean with a fresh roll of gauze, and sent him on his merry way. A few days later, Randy was back at the V.A. hospital with a noticeable infection taken place in his abdominal region.
What is Reliability and Validity? Reliability is the degree to which an assessment consistently measures whatever it measures (John, 2015). The students can be tested through whatever that they are measure with, as long as everyone have at least the same score no matter when or where they take the test.
Based on this case the cost driver is to properly distribute the direct cost among the different divisions. Dr. Julian would like to control her departments costs by having them distributed fairly among the divisions without affecting the hospital’s reimbursement/revenue. Carroll University Hospital is currently using the standard costing unit, which is based on the cost of bed/day for inpatients. Currently the present cost accounting system that is being used at CUH takes the total direct cost of the departments, then allocates the indirect costs and distributes it among the departments evenly regardless of the actual resources being used in those departments, and without considering that there may be some patients in these divisions that may require more resources than others, this method does not seem to recognize the different activities,