Assessing Quality Gap of Outpatient Service in Public Hospitals: A Cross-Sectional Study in China.

ABSTRACT: In China, most ambulatory care is provided by public hospitals. However, many public hospitals' outpatient services fall short of meeting patients' demands. This study aimed to assess the quality gap of outpatient service in public hospitals by using an indicator system developed based on the SERVQUAL model. This cross-sectional study was conducted from June to July 2019 at 13 public hospitals in Shenzhen. In total, 1876 outpatients were included in the study, and participants were asked to fill out the modified SERVQUAL questionnaire. The scale consists of 23 items scattered in 6 dimensions, including Safety, Reliability, Responsiveness, Tangibles, Assurance, and Empathy. Descriptive analysis, t-test or F-test, and optimal scale analysis we

SUBMITTER: Lin Q 

PROVIDER: S-EPMC10084541 | biostudies-literature | 2023 Jan-Dec

REPOSITORIES: biostudies-literature