IP Annals of Prosthodontics and Restorative Dentistry
Official Publication of Khyati Education And Research Foundation
Official Publication of Khyati Education And Research Foundation
Print ISSN: 2581-4796
Online ISSN: 2581-480X
IP Annals of Prosthodontics and Restorative Dentistry (APRD) open access, peer-reviewed quarterly journal publishing since 2015 and is published under the Khyati Education and Research Foundation (KERF), is registered as a non-profit society (under the society registration act, 1860), Government of India with the vision of various accredited vocational courses in healthcare, education, paramedical, yoga, publication, teaching and research activity, with the aim of faster and better dissemination of knowledge, we will be publishing the article more...Review Article
Author Details :
Volume : 10, Issue : 2, Year : 2024
Article Page : 101-105
https://doi.org/10.18231/j.aprd.2024.020
Abstract
Ensuring high-quality service delivery in the healthcare industry is crucial for both overall organizational success and patient satisfaction. However, numerous gaps often exist between patient expectations and perceptions of service quality, necessitating effective tools for assessment and improvement. The SERVQUAL method emerges as a valuable tool for quality assurance in healthcare, addressing these gaps through its comprehensive framework. SERVQUAL encompasses five key domains: reliability, assurance, tangibles, empathy and responsiveness.When SERVQUAL is used in the healthcare industry, these domains are evaluated using a variety of approaches, such as focus groups discussions, interviews, and surveys. Healthcare organizations can customize interventions to enhance service quality and patient satisfaction by finding gaps between patient expectations and actual service delivery. The intricacy of patient-provider interactions and cultural diversity present challenges for SERVQUAL implementation in the healthcare industry, emphasizing the necessity for nuanced methods.Despite these challenges, SERVQUAL remains a valuable tool for enhancing quality assurance in healthcare, promoting a patient-centered approach to service delivery. Through its methodical assessment of service quality along several dimensions, it helps healthcare organizations to focus on important areas for development, which eventually improves patient outcomes and experiences.
Keywords: Healthcare, Patient centric, Quality, Quality assurance, SERVQUAL
How to cite : Prakash P, Servqual method– A tool for quality assurance in health care. IP Ann Prosthodont Restor Dent 2024;10(2):101-105
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