Health Service Delivery in the Western Cape: A Measurement of Perceptions

Whitford, Frederick John (2016-03)

Thesis (MPA)--Stellenbosch University, 2016.

Thesis

ENGLISH SUMMARY: Satisfaction surveys are increasingly being suggested as a means to understand the service expectations and perceptions of patients in hospitals. The purpose of this study is to measure patient expectations and perceptions in public hospitals and establish if a service gap exists between what is expected and what is experienced. Literature suggests that service dimensions exist that can offer an explanation for the service gap. The survey conducted at district hospitals in the Western Cape, South Africa, provides useful information on the determinants of patient satisfaction across the five dimensions of service quality (SERVQUAL).The findings suggest that a service performance gap exists for subjective questions regarding (for example) treatment by nursing staff, as well as for relatively objective questions regarding (for example) hospital cleanliness or physical conditions. The results of the research led to the conclusion that service quality is measurable when a well-established tool is used and questions posed measure well-defined areas of service quality. The results can serve as the basis for service improvement plans.

AFRIKAANS OPSOMMING: Tevredenheidsopnames word toenemend aanbeveel as ‘n manier om diensverskaffingsverwagtinge en perspesie van pasiente in hospitale te verstaan. Die doel van die studie is om die pasiënte in openbare hospitale se verwagtings en perspesies te meet en om te bepaal of ‘n diensverskaffingsgaping tussen wat verwag word en wat ervaar word bestaan. Literatuur dui aan dat diensverskaffingsdimensies bestaan wat die dienswagtingsgaping kan verduidelik. Die opnames wat in distrikshospitale in die Wes-Kaap, Suid Afrika, gedoen is verskaf bruikbare inligting oor die determinante van pasiëntetevredenheid dwarsoor die vyf dimensies van diensverskaffingsgehalte (SERVQUAL). Die bevindinge dat die diensverskaffingsprestasiegaping bestaan vir subjektiewe vrae aangaande, bv. behandeling deur verpleegpersoneel, sowel as relatiewe objektiewe aangaande bv. hospitaalsindelikheid of fisiese omgewing. Die resultaat van die navorsing lei tot die gevolgtrekking dat die diensverskaffingsgehalte meetbaar is wanneer ‘n goed gevestige instrument gebruik word en die vrae goed gedefinieerde areas van diensverskaffingsgehalte meet. Die resultate kan gebruik word as ‘n basis vir diensverskaffingsplanne.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/98668
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