Research Paper on Patients' Expectation in the Public Hospitals

The Study Methodology

The current study will depend in a previous study made by Al Bolushi et al. (2017). The previous study used a refined service quality (SERVQUAL) questionnaire was adopted from Parasuraman et al. (1991). It was amended according to the objective of this study albeit maintained the variables such as quality, serviceability, flexibility, and responsiveness. Originally designed in English language subsequently translated into Arabic language to capture variety of population. The final questionnaire was administered to 80 respondents across Abu Dhabi city and suburb adopting quantitative random sampling. The survey is conducted based first-come-first-serve basis.

Participants were selected around Abu Dhabi city and suburb. The target population was people between the age of 15 and 65, consistent with the characteristics of UAEs demographic population distribution. The questionnaire was developed and administered to the respondent physically. The respondents were visited and a questionnaire was handed to everyone. The respondents were given the instruction and were given ample time to complete the questionnaire. Some of the respondents takes up to a week or more to complete the questionnaire. However, all 80 questionnaires distributed were returned and used for the analysis.

The questionnaire divided to two main parts. The first part is for expectations before visiting the hospital and the second part is for the experience after visiting the hospital. Using a scale of 1 to 7, respondents were asked a set of 12 questions regarding their expectations and perceptions of the public hospitals. To figure the differences and relationship between the expectation and perception, a comparative analysis has been made to measure the level of patients' satisfaction in the public hospitals. The 12 questions are designed to measure the four dimensions of service that this paper aim to measure including quality, serviceability, flexibility, and responsiveness.

Analysis of Results

The characteristics of the respondents as shown in the Table 1 reveal that most of the questionnaire respondents are males (88.75%), also the majority of the study respondents were aged between 15 to 25 years. According to ethnicity, the Middle-Eastern are the largest percentage among members of the study sample.

General information

From the above table above out of the 80 respondents that were chosen to be used in the study, there divided into age gender and ethnicity. From the data that was collected it can see that the most of the respondent were of age 15 to 20 and 21 and 25 who had 48.75 and 38.75 percentage of the total sample that was obtained from the study. The sample also constituted of male as the male percentage was more than the female. The male population in the sample was 88.75 in comparison to female that was 11.25. From the above table its indicated that out of the sample that data was collected from the main major ethnic group of the sample was of Middle East ethnic group.

Table 1: Demographic Characteristics of the Study Sample.

Variables Frequency Percentage Total

Age 80

15-20: 39 48.75 21-25: 31 38.75 26-30: 4 5.0 31-35: 2 2.5 Above 35: 4 5.0 Gender 80

Male: 71 88.75 Female: 9 11.25 Ethnicity 80

Middle-East: 75 93.75 Asian 2 2.5 European: 3 3.75 This means that the data collected with mainly infer the thoughts and opinions of young generations of less than 25 years as they form the major part of the population. The data also collected in this study would also present the opinion of the males as they are the most in the sample that was sampled by the researcher. The ethnicity is middle Asian due to the fact that most the residents in the Abu Dhabi city and suburb are of Middle East ethnic group.

The samples were given questionnaire and they were asked some questions in regard to the effect of Determining the Importance of Supply Chain Management in Service Quality in Public Hospitals in Abu Dhabi. A total of three questions is designed to measure each service dimension. Regarding Determining the Importance of Supply Chain Management in Service Quality in Public Hospitals in Abu Dhabi. Below shows the tables showing the satisfaction level in quality of service. The tables indicate response of the sample in regard to the services that were offered, wish to be offered and other factors that are in the public hospitals. The questionnaire data the highest was 7 in which represent the best services or the highest level and the lowest level and lowest service was represented by 1.

Patients Expectation in the Public Hospitals.

In the table below the researcher was able to see some of the services that the patients expect from the national hospitals. It we can be able to see that expectation of the patients in the public hospitals in the Abu Dhabi. Some of the variable used in determining the services of the services provided in the public hospitals. The data indicate mean of more than in the 5 and standard deviation of more than one in all the variables. A mean of 5 indicate that its a high score and that its essential in research as the highest possible is 5. A standard deviation of more than 1 indicate that most of the data collected was within the mean. It show that there was less variance in the opinion of the sample.

Table 2: Patients Expectation in the Public Hospitals.

Nos Expectation Variables Mean SD

1 Patients will feel safe in its services and relationships 5.825

1.548989

2 The hospital will have the knowledge to answer patients questions 5.95

1.457412

3 Excellent hospital will insist non-failure of the objective of the hospital 5.875

1.512605

4 When excellent hospital will promise to do something such as quick services, fulfilling it 5.6625

1.606504

5 Excellent hospital will always be willing to help patients 6.0625 1.443832

6 Excellent hospital never too busy to respond to patients requests 5.55

1.668016

7 Excellent hospital will have consultation hours convenient to all patients 5.7125

1.668016

8 Excellent hospital will have flexible attention to the patient personal attention 5.8

1.495986

9 The hospital will understand the specific needs of its patients 6.05 1.491749

10 Excellent hospital will be punctual in delivering adequate treatments 5.925

1.421133

11 Excellent hospital will inform the patient exactly when treatments such as doctor consultation will be done 5.775

1.691191

12 Excellent hospital will give prompt notice and information regarding the consultation to the patients 6.0125

1.488298

The researcher summarized them to safety of services and relationships, knowledge to answer patients, questions, non-failure of the objective of the hospital, quick services, fulfilling it, helping patients, fast response, have convenient time, flexible attention, understand patient needs, punctual, prompt and per customer needs. From the survey the analysis indicate that, the poor services have a negative effect on the opinion of the sample to the services. The Poor execution of supply chain administrations gave by the Ministry of Health in the Abu Dhabi. The examination comes about demonstrated the ampleness of money related assets accessible to the Ministry of Health in in the Abu Dhabi to give wellbeing administrations. It means if there are disadvantages associated with the services will lead to dissatisfied patients

Patients Perception in the Public Hospitals.

Data collected from the questionnaires of the respondent in regard to the hospitals in indicate that most of the patient perception of the public hospitals in Abu Dhabi indicate that they should meet their needs and wants. It can be summarized that they wished the hospitals to be considerate of safety of services and relationships, knowledge to answer patients, questions, non-failure of the objective of the hospital, quick services, fulfilling it, helping patients, fast response, have convenient time, flexible attention, understand patient needs, punctual, prompt and per customer needs. The data collected in regard to the above factors show mean of more than in the 5 and standard deviation of more than one in all the variables. A mean of 5 indicate that its a high score and that its essential in research as the highest possible is 5. A standard deviation of more than 1 indicate that most of the data collected was within the mean. It show that there was less variance in the opinion of the sample.

Table 3: Patients Perception in the Public Hospitals.

Nos Perception Variables Mean SD

1 Patients will feel safe in their consultations and relationships with the doctors and staff 5.3 1.602214

2 The hospitals doctors and staff have the knowledge to answer your questions 5.175

1.719398

3 The hospital insist non-failure of the objectives of the consultations 5.35 1.69959

4 When the hospital promise to do something such as quick and prompt attendance, reducing waiting time it do it 4.4375

1.928098

5 The hospital is always willing to you. 5.2375 1.640035

6 The hospitals doctors and staff never too busy to respond to your requests. 4.625

1.951144

7 The hospital has consultation hours convenient to all its patients 4.9875

1.753793

8 The hospital has flexible time to your personal attention 4.4625

1.888967

9 The hospital understands your specific needs 5.25

1.845281

10 The hospitals doctors and staff are punctual in delivering the duties 4.8375

1.817243

11 The hospital informs you exactly when treatments and consultation will be done. 5.0875

1.787394

12 The hospital gives prompt notice and information regarding the treatment to you. 5.3125

1.703264

It means that in regard to service measures that have been used in this study the patients expect much from the public hospitals. In measuring their satisfaction the patient expect that the public hospitals should of good quality and able to meet their perspective on hospital quality. It means that the respondents services given to the patients in the hospital must meet and reflect quality services and satisfaction and provided across all the services that are provided in the hospital. It include, surgical administrations as opposed to for chose conditions, for example, AMI or pneumonia, which might be particularly striking for patients who are not confronting earnest affirmation. Our finding that patient encounters associate with specialized nature of clinics improves the significance of these information, and it recommends that the HCAHPS execution may be a helpful general measure that is extensively intelligent of healing facility quality.

Patients Expectation and Perception of Quality

The data collected indicated that out of the total respondents that were used in the analysis in regard to the perception and expectation of quality. There was almost same level of satisfaction in the level of services that was provided the hospitals. It indicate that 42.50 was dissatisfied and 57.59 was satisfied in regard to feeling safe in the level of service provided by the public hospitals. The patients knowledge to answer questions they was more dissatisfaction than the respondents that were satisfied. In regard to success of the company objective the respondents were more satisfied as the dissatisfied number was less.

Table 4: Patients Expectation and Perception of Quality

Nos Variables Dissatisfied (%) Satisfied and Strongly Satisfied (%)

1 Patients will feel safe in its services and relationships 34 (42.50%)

46 (57.59%)

2 The hospital will have the knowledge to answer patients questions 41 (51.25%) 39 (48.75%)

3 Excellent hospital will insist non-failure of the objective of the hospital 35 (43.75%) 45 (56.25%)

In the above analysis it indicate that the services provided in the hospitals is not poor nor is it perfect. As indicated above respondents think that public hospitals are safe in the services that it provide to its customers. T...