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Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale

Author

Listed:
  • Fernando Barrios-Ipenza

    (Escuela de Posgrado, Universidad Continental, 15046 Lima, Peru)

  • Arturo Calvo-Mora

    (Departamento de Administración de Empresas y Marketing, Universidad de Sevilla, 41018 Sevilla, Spain)

  • Félix Velicia-Martín

    (Departamento de Administración de Empresas y Marketing, Universidad de Sevilla, 41018 Sevilla, Spain)

  • Fernando Criado-García

    (Departamento de Administración de Empresas y Marketing, Universidad de Sevilla, 41018 Sevilla, Spain)

  • Antonio Leal-Millán

    (Departamento de Administración de Empresas y Marketing, Universidad de Sevilla, 41018 Sevilla, Spain)

Abstract

During recent years, public–private partnerships (PPPs) in the health sector have been an attractive alternative for improving healthcare services in developing countries such as Peru. Therefore, it is fundamental to consider a comprehensive set of healthcare qualities, like the HEALTHQUAL scale, when we measure dimensions of healthcare service quality. Currently, no studies have applied HEALTHQUAL in Peruvian hospitals. The purposes of this study were to (1) validate and evaluate the application of the HEALTHQUAL scale to measure user satisfaction in outpatient services at two PPP hospitals in Peru; and (2) test the relationship between user satisfaction, efficiency, and loyalty. A descriptive, cross-sectional study based on the HEALTHQUAL scale was carried out at the end of 2018. The measurement items were satisfaction with healthcare personnel, satisfaction with nonhealthcare personnel, satisfaction with facilities and equipment, perception of efficiency, and trust. The scale was administered to a nonprobability sample of 250 users who attended one of two PPP hospitals—Barton and Kaelin. The application of partial least squares path modeling significantly impacted on the perceived efficiency in the items of healthcare personnel, nonhealthcare personnel, and facilities and equipment. The HEALTQUAL scale demonstrated sufficient validity and thus can be applied for measuring user satisfaction in PPP hospitals.

Suggested Citation

  • Fernando Barrios-Ipenza & Arturo Calvo-Mora & Félix Velicia-Martín & Fernando Criado-García & Antonio Leal-Millán, 2020. "Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale," IJERPH, MDPI, vol. 17(14), pages 1-15, July.
    • Handle: RePEc:gam:jijerp:v:17:y:2020:i:14:p:5111-:d:384942
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    References listed on IDEAS

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    1. DonHee Lee & Kai K. Kim, 2017. "Assessing healthcare service quality: a comparative study of patient treatment types," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
    2. DonHee Lee, 2017. "HEALTHQUAL: a multi-item scale for assessing healthcare service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 491-516, September.
    3. Perera, Roshan & Dowell, Tony & Crampton, Peter & Kearns, Robin, 2007. "Panning for gold: An evidence-based tool for assessment of performance indicators in primary health care," Health Policy, Elsevier, vol. 80(2), pages 314-327, February.
    4. Edward Farquharson & Clemencia Torres de Mastle & E.R. Yescombe & Javier Encinas, 2011. "How to Engage with the Private Sector in Public-Private Partnerships in Emerging Markets," World Bank Publications - Books, The World Bank Group, number 2262.
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    1. Fernando Barrios-Ipenza & Arturo Calvo-Mora & Fernando Criado-García & Walter H. Curioso, 2021. "Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru," IJERPH, MDPI, vol. 18(11), pages 1-19, June.

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