تقييم مستوى جودة الخدمات الطبية بالمستشفيات السودانية لتحقيق الميزة التنافسية بينها

Abstract

During the field visits and observations made to the health institutions and installations, several problems that face the service beneficiaries and practitioners at these institutions were noticed on the basis of low-quality dimension at the installations for each institution in many ways, where the following question arises: What is the quality of the services provided by: Kosti and Rabak Hospitals.

This research aimed at identifying the effect of implementing “Total Quality” measures in order to achieve the competitive advantage of Kosti and Rabak Hospitals. In order to achieve said objective, the researcher used a questionnaire to measure the quality of services as identified by (Perry et al, 1988) as a tool for data collection. The Researcher used a descriptive analytical method to interpret research data. The research population consisted of health and administrative staff in addition to beneficiaries of medical services at Kosti and Rabak Hospitals. A sample of 209 from Kosti Hospital and 200 from Rabak Hospital was interviewed and the researcher applied several statistical methods using Statistical Package for the Social Sciences (SPSS) software.

Of the most important findings are: 1. Level of health services quality at Kosti and Rabak Hospitals is weak as far as reliability dimension is concerned despite the importance of the dimension in the service provided to beneficiary. 2. The speed of achievement and level of responsiveness provided to beneficiary by service provider at Kosti & Rabak Hospitals for responsiveness dimension. 3. The wisdom of those in charge in regard to service provision and their ability to disseminate confidence and assurance of patients in Rabak Hospital is excellent for assurance dimension with a moderate degree in Kosti Hospital. 4. Physical elements for tangibility dimension “Buildings, devices and equipment, health facilities and staff appearance” in Kosti & Rabak Hospitals is weak and turned out to be less than the expectations and aspirations of beneficiaries. 5. Care, attention and efforts devoted to resolve beneficiaries’ problems in a distinguished humane manner for empathy dimension, was good in Kosti Hospital and moderate in Rabak Hospital from the beneficiary’s viewpoint. 6. There is a high statistically significant relationship between the five dimensions and achievement of services quality. 7. Comparison of order of the most important dimensions for service quality in world literature, along with ordering same dimensions in Kosti & Rabak Hospitals. 8. The competitive advantage was in favor of Rabak Hospital.

Recommendations: Based on the above findings, the researcher recommends as follows: 1- Modernizing physical elements “Buildings, devices and equipment, health facilities and staff appearance”. 2- Arranging technical training courses to increase staff in the accomplishment of work. 3- Preparation of quality assurance by identifying, analyzing, and processing work problems.