Assessment of the Quality of Health Services in Private Hospitals in Madinah Region from the Patients’ Point of View

The current study aimed to identify the assessment of the quality of health services in private hospitals in Madinah region from the patients' point of view using the descriptive analytical approach. The study sample consisted of (586) patients who visit private hospitals in Madinah. The study tool consisted of a two-part questionnaire: the first is demographic data, while the second consists of the study themes, which involve measuring the effect of tangibility, reliability, responsiveness, quality assurance, and empathy on patients' satisfaction. 

The study also sought to show statistically significant differences in the level of service provided to patients that are due to the variables (Gender - Age - Educational level - Nationality) and it attained the following findings:

1.       Members of the study sample agreed on the Paragraphs regarding the (tangibility, quality assurance, reliability, and handling) standard theme with a response degree of (agree).

2.      Members of the study sample agreed on the Paragraphs regarding the (responsiveness) standard theme at a (medium) response degree.

3.      There are statistically significant differences between both males and females in the study themes, through the statistical significance level value of (T)-test for the two independent samples corresponding to each theme separately, which is less than (0.05) in all themes. 

4.      There are no differences in the themes (responsiveness, handling, and reliability) according to ages, which means there are no differences due to the age variable. This implies that the response to them did not differ according to ages. Nevertheless, we find the statistical significance level value for the (F)-test corresponding to the two themes (tangibility, and quality assurance) less than (0.05), which means that there are statistically significant differences between the means of these themes according to the age variable. This implies that response to these themes varies according to the different age groups for each of the sample members (patients).

5.      There are statistically significant differences between the two nationalities of the sample members in the study tool themes, which implies that response to the study tool themes varies according to the nationalities of each member of the sample.

[1] Saif, N., Khudour, N. & Durrah, O. (2014). Attitudes of Health Care Providers in the Jordanian Hospitals towards the Role of the JCI Standards Application on Creativity, European Journal of Social Sciences, Vol. (45), No. (2).

 [2] Durrah, Umar, Saif, Nassir, al-Khodour, Nassir, (2017). Tashkhis waqi’ nizam al-sihhat al-elektruni fi mustashfaa al-Malik al-muassis Abdullah al-Jami’ei: dirasat halah, Arab Journal of Management, Volume: (37), Issue: (2).

[3] Qasim, Midhat Qasim, and Abdul Fattah, Ahmad (2007). Evaluation of Health Clubs, the Scientific Journal of Physical Education and Sports, Faculty of Physical Education for Boys, Helwan University, Cairo.

[4]Al-Jariri, Salih Amr (2009). Qiyas Jaudat al-Khadamaat al-Sihhiyyah (dirasat maydaniyyatun) li aara' ‘ayyinat min al-zabayin "al-mardaa" al-muta’amilin ma’a al-mustashfayat al-khassah fi muhafazaat Aden, Journal of Administrative and Economic Sciences, Issue (4), University of Aden, pp. 44-59.

[5] Al-Mansoori, Ajlan Salih Ibrahim. (2010). The quality of health care services in hospitals in the Kingdom of Saudi Arabia "a comparative study between the public sector and the private sector", unpublished master's thesis, Faculty of Social Work, Helwan University, Egypt.

[6] Badr, El Hadi Muhammad (2011).  Difficulties of health services in the society of Sharia in the Cairo Province according to some variables, Journal of the Faculty of Education, Helwan University, Issue 93, Cairo.

[7] Dr. Sami Ahmed Abbas (2014), Journal of Baghdad College of Economic sciences University, Volume, Issue 39, Pages 259-282. 

[8] Heballah Anwar Ali Morsy (2021), Journal of Sustainable Agricultural Sciences - Faculty of Agriculture - Kafrelsheikh University Faculty of Agriculture - Kafrelsheikh University.

 [9] Sultan, Wafaa (2013). Ab’ad Jaudat al-Khadamaat al-Sihhiyyah min wijhat Nazari al- Mustafideen, diraasatun tatbiqiyyatun fin Majmu’ah min al-Mustashfayaat al-Ahliyyah fi Muhafadhat al-Basrah, Journal of the College of Administration and Economics, University of Basra, Volume (5), Issue (10).

[10] Parasuraman A, Zeithmal, Valarie A, & Berry Leonard (1985). "A Conceptual Model of Service Quality and its Implications for Future Research ", Journal of Marketing, Vol. 64, No. 4, p.14.

[11] Dobbinson Sj and others (2006). Prevalence of health promotion polices in clubs in Victoria center for behavioral Research in cancer, The Council Victoria, Melbourne, Australia.

[12] Zain El-Din, Farid Abdul-Fattah (1996). 'Idarat al-jawdah al-shaamilah al-manhaj al-‘ilmi lit-tatbiq fi al-muassasaat al-arabiyyah, Cairo: Faculty of Commerce, Zagazig University, p. 3.

[13] Sonia Muhammad Al-Bakri (2002)." Idarat al-jawdat al-kuliyyah", Alexandria: University Publishing House, p. 22.

[14] Tawfiq Muhammad Abdul Muhsin (2005-2006). “Qiyas al-jawdat walqiyas al-muqaran" 'asalib hadithah fi al-mu’ayarah walqiyas, Cairo: Institute of Productive Efficiency, Zagazig University, p. 38.

[15] Samir Muhammad al-Qurashi (2007). 'Anzimat 'idarat wata’kid al-jawdah, (Khartoum): Sudanese German Center for Quality Assurance, p. 24.

[16] Madhat, Khaled Al-Saeed. 'Health Services in Port Said Governmental Hospitals' - Journal of the Faculty of Applied Sciences - Port Said University, Egypt.

[17] Al-Anazi, Abdullah Faleh. (2005). The role of knowledge management in developing health services in the Riyadh region, Journal of Psychological and Educational Sciences, Mansoura University, Issue 76, Volume Two, Egypt.

[18] Al-Shumaimiri Nayef (2000). Approaches to measuring the quality of health services (a field study). Scientific Research Journal, Umm Al-Qura University. Issue 102, the third part. Makkah.

[19] Cronin, Jr& Tylor. S (1992)." Measuring Service Quality: a reexamination & Extension", Journal of marketing, No.56, p. 51.

 [20] Abdul Aziz bin Habibullah Niaz (1425 AH). Jaudat al-ri’ayah al-sihhiyyah al-'usus al-nazariyyah wa al-tatbiq al-‘amali, Riyadh, Ministry of Health, King Fahd National Library, pp. (34-38).