Evaluation of the Service Quality in Public Hospitals from the Patient’s Perspective – the Case of Albania
Evaluation of the Service Quality in Public Hospitals from the Patient’s Perspective – the Case of Albania

Author(s): Sllavka Kurti, Petrit Dollani
Subject(s): Evaluation research, Health and medicine and law
Published by: Masarykova univerzita nakladatelství
Keywords: Healthcare; public hospital; service quality; SERVPERF;
Summary/Abstract: Patient's outlook and opinions need to be taken increasingly into consideration, because they are the ones who consume the services and are therefore provided with more valuable information on the manner and quality of the services being offered. For this reason, the assessment of patient opinion on the general aspects of hospital care, collected during hospital stay, could provide an opportunity to identify potential areas where patients are satisfied or dissatisfied, as well as to present a general picture regarding the quality of services provided by the hospital, in order to take appropriate action to improve them. The aim of this paper is to present a set of perceptions about the quality of health services that patients receive during their hospitalization in public hospitals in Albania, focusing particularly on two research questions or topics, general satisfaction with hospital services and the rating of hospital health services though patient perceptions. Methodologically, this paper is initially based on primary research, most notably through the SERVPERF method, where the quality of hospital services is evaluated through measuring 5 component dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The instrument used was a questionnaire, answered by 115 patients hospitalized at the regional hospital in Durres City, one of the largest hospitals in Albania. The data collected were processed and aggregated to conclude in the overall assessment of the quality of hospital services from the patient point of view with regard to responsiveness (best evaluated), followed by assurance, reliability, empathy and tangible elements.

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