Using Quality Standards in Evaluating the Performance of Small Private Hospitals and Achieving Patients' satisfaction: An Exploratory Study in Jeddah, Saudi Arabia

Abstract

The current study reports on using quality standards namely, reliability, empathy, tangibility, and responsiveness in evaluating and improving the performance of small private hospitals in the Jeddah and their reflection on the level of the patients' satisfaction with the service provided. The research also concludes some findings and recommendations that may contribute to enhancing the service level in such hospitals and increasing the level of patients' satisfaction. Therefore, 121 questionnaires were distributed to patients in 15 small private hospitals in Jeddah city. A pilot stage was conducted on the questionnaire upon which, the 47 questions required for the final questionnaire were developed. The study shows that there is a strong positive statistical correlation between the five quality standards of medical services; reliability, empathy, confidence and assurance, tangibility and responsiveness and the level of patients' satisfaction with the hospital performance. The more patients are satisfied with the five quality standards, the higher the quality of medical services is. In addition, the study concluded a negative correlation between age and the level of patients' satisfaction with hospital services as elderly patients found to be less satisfied with the hospital services than younger patients. On the other hand, the hypothesis of having a statistical significant positive correlation between educational background and the level of patients' satisfaction with the hospital performance was refuted. Findings have shown a need for applying quality standards to improve the performance of small private hospitals and a necessity for working on overcoming the obstacles on their way.