Table 2 Measurement items of HEALTHQUAL
From: Assessing healthcare service quality: a comparative study of patient treatment types
Dimensions | Measurement variables (Likert type 5-point Scale, 1 = Worst; 5 = Outstanding) | M | SD |
|---|---|---|---|
Empathy (EM) | - Polite attitudes of employees (EM1) | 3.32 | .96 |
- Explaining the details (EM2) | 3.29 | .98 | |
- Listen to the patient (EM3) | 3.46 | .87 | |
- Understand and consider the patient’s situation (EM4) | 3.43 | 1.08 | |
- A sense of closeness and friendliness (EM5) | 3.28 | 1.01 | |
- Hospital knows what the patient wants (EM6) | 3.59 | .91 | |
- Hospital understands the patient’s problems as empathy (EM7) | 3.17 | .89 | |
Tangible (TA) | - Degree of securing advanced medical equipment (TA1) | 3.84 | .81 |
- Degree of securing medical staff with advanced skills and knowledge (TA2) | 3.82 | 1.21 | |
- Degree of convenient facilities (TA3) | 3.43 | .98 | |
- Degree of cleanliness of employee uniforms (TA4) | 3.61 | .78 | |
- Overall cleanliness of the hospital (TA5) | 3.53 | .74 | |
Safety (SA) | - Degree of a comfortable and safe environment for receiving treatment (SA1) | 3.78 | .96 |
- Degree of the feeling that doctors would not make misdiagnoses (SA2) | 3.93 | 1.51 | |
- Degree of the feeling that nurses would not make mistakes (SA3) | 3.21 | .83 | |
- Degree of confidence about the medical proficiency of this hospital (SA4) | 3.38 | .94 | |
- Degree of a hospital environment that is safe from infection (SA5) | 3.45 | .92 | |
- Degree of a comfortable and safe environment for patients (SA6) | 3.58 | 1.05 | |
Efficiency (EF) | - Attitudes about not using unnecessary medication(EF1) | 3.25 | .78 |
- Degree of efforts for proving appropriate treatment methods (EF2) | 3.37 | 1.05 | |
- Reasonable medical expenses(EF3) | 3.05 | .84 | |
- Appropriateness of cost for medical services provided (EF4) | 3.37 | .79 | |
- Degree of convenience for treatment procedures (EF5) | 3.45 | 1.01 | |
- Degree of efforts for reducing unnecessary procedures (EF6) | 3.71 | 1.24 | |
Improvements of care service (DI) | - Appropriateness of care service provided (DI1) | 3.02 | .87 |
- Recognition and efforts for the best treatment by the medical staff (DI2) | 3.85 | .92 | |
- Improvement in medical condition as a result of efforts and treatment (DI3) | 3.07 | 1.05 | |
- Degree of improved patient condition after using this hospital care(DI4) | 3.54 | 1.21 | |
- Degree of explanations to the patient to prevent related diseases (DI5) | 3.24 | .88 | |
- Degree of efforts and willingness to prevent disease (DI6) | 3.18 | .94 | |
- Improvement of disease through this hospital’s treatment (DI7) | 3.47 | 1.01 | |
- Degrees of disease prevention to communities (DI8) | 3.81 | 1.42 |