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A scale for measuring healthcare service quality incorporating patient-centred care and using a psychometric analytics framework.

  • Academic Journal
  • Rave JIP; IDINNOV Research Group, IDINNOV S.A.S, Medellín, Colombia.
    Sánchez Figueroa GA; IDINNOV Research Group, IDINNOV S.A.S, Medellín, Colombia.
    González Echavarría F; Department of Industrial Engineering, Universidad de Antioquia, Medellin, Colombia.
  • Journal of health organization and management [J Health Organ Manag] 2022 Jun 03; Vol. ahead-of-print (ahead-of-print).
  • English
  • Purpose: Recent developments in healthcare contexts increasingly emphasize patient-centred approaches to service quality measures; however, few studies consider this dimension explicitly. The present study develops and psychometrically validates a scale of healthcare service quality explicitly incorporating a patient-centred care dimension from a communicational perspective. The paper also enriches the traditional content of service quality by including equity items and presents the underlying structure of service quality in an emerging country.
    Design/methodology/approach: The final sample consisted of 869 healthcare users (complete cases in the service quality items derived from 917 surveys received) from Colombia. The authors used a psychometric analytics framework comprising seven processes incorporating exploratory factor analysis, structural equation modelling, and machine learning methods to examine construct plausibility, reliability, construct validity, equity, and criterion/predictive validity (e.g. explaining/predicting subjective well-being and behavioural intentions).
    Findings: The final scale consists of 17 items and satisfies all psychometric properties. Its validation allows for the discovery and psychometrical confirmation of two essential dimensions: patient-centred communication (eight items) and process quality (nine items).
    Practical Implications: The authors illustrate three practical uses of the scale: the possibility for diagnoses; hypothesis contrast based on confidence intervals; and estimation of the capacity of the service to satisfy specifications.
    Originality/value: Both dimensions reveal users' relevant needs and complement previous studies that have focused on process aspects of healthcare service quality.
    (© Emerald Publishing Limited.)
Additional Information
Publisher: Emerald Country of Publication: England NLM ID: 101179473 Publication Model: Print Cited Medium: Internet ISSN: 1758-7247 (Electronic) Linking ISSN: 14777266 NLM ISO Abbreviation: J Health Organ Manag
Original Publication: Bradford, West Yorkshire, England : Emerald, c2003-
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Keywords: Constructs' mining; Data mining; Healthcare; Machine learning; Psychometric analysis; Service quality
Date Created: 20220603 Date Completed: 20220608 Latest Revision: 20220608
20221216
10.1108/JHOM-10-2021-0387
35657287
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