Measuring Performance of Hospitals at Qatar - Research Paper Example

? Measuring performance of Hospitals at Qatar [Supervisor’s Contents Contents 2 Executive Summary 3 Introduction 4 Research Design 4 Results 6 Reputation of the Hospital 9 Service Providers Performance 11 Communication between Service Provider and Patients 15 Accommodation 17 Catering Facilities 18 Recreation and Entertainment 20 Value for Money 21 Location 23 Conclusion and Recommendation 24 List of References 26 Appendix I: Questionnaires 27 Appendix II: Cross Tabulation Results 36 Executive Summary The aim of the project is to review the performance of hospitals located at Qatar, and to measure its performance on the basis of 8 dimensions. These dimensions are reputation of the hospital, service provider performance, communication between patients and medical staff, accommodation provided by hospitals, catering facilities, recreation and entertainment, value for money and location of the hospital. Two modes of analysis have been performed namely quantitative and qualitative. A total of 40 respondents have been selected to review the performance of hospitals. The overall performance of hospitals located at Qatar is fair according to the views of patients having different country origin. The service quality of these hospitals have been measured on 8 dimensions, therefore, there are many areas for improvement for these hospitals. The important recommendation includes that hospitals should hire expert medical staff that could better treat their patients and care for them. Medical staff is a critical factor in the success of hospitals as they provide the core services to its customers. Introduction Background of the Project The aim of the project is to review the performance of hospitals located at Qatar, and to measure its performance on the basis of 8 dimensions. These dimensions are reputation of the hospital, service provider performance, communication between patients and medical staff, accommodation provided by hospitals, catering facilities, recreation and entertainment, value for money and location of the hospital. The objective is to record views of patients and to provide recommendations as how these hospitals can improve their performance in order to better serve their patients. Research Question Following are the research question which will be answered through the research conducted: Are patients satisfied with overall performance and services provided by hospitals? What is the impact of reputation of hospitals and medical staffs have on patients and their experience? Does the communication matter between patients and medical and non-medical staff and how is the statement true? Are patients getting value for their money? Research Design Methods for Analysis Qualitative The study will use thematic analysis to analyze responses of descriptive questions. The keywords that are considered for evaluation include price, customer service, staff, and location. The frequency of appearance of these keywords are presented in a tabular format indicating the ranking of keywords related to additional suggestions that respondents have made for further improving patient service. Quantitative The study examines each of 8 dimensions of patient service at hospitals in Qatar on the basis of responses collected from individuals belonging to different origins which includes Qatari, Bahraini, Omani, Pakistani, and Indians etc. The study makes the use of cross tabulation to provide the number of responses and their types for each statement under different dimensions of assessments of patient service. In this way, grouping of responses has been possible on the basis of differences in respondents’ background and origin of their country. The results from this analysis have been attached in this report as ‘Appendix B’. Appendix A is the survey questionnaire. Logic for Data Collection Medium Questionnaires have been used as the data collection medium which is relatively quicker to gather information from respondents than the other modes of data collection. The data can be collected from a larger audience which is collected easily. Patients in a hospital does not have much time for specifying the details to a researcher through interviews, therefore, it was a wise decision to collect information through questionnaires (Gillham, 2000). Sample Selection Method A cluster sampling method has been applied in the particular research because 40 patients have been selected from different hospitals having varied country of origins and are formed in a cluster. Each cluster represents the total population of the country which becomes easier for researcher to consider their views as a whole (Kolb, 2008). Sample Size and Response Rate The sample size of the research contains 40 patients from which research has been conducted. The response rate was 100% as all respondents filled up the questionnaires. Data Collection The data was collected in different hospitals of Qatar including Al-Khor General Hospital, Rumaillah Hospital, Hammad Hospital, Al-Ahli Hospital, Al-Emadi Hospital, and American Hospital. Before conducting a research, a special permission was taken from the head of these institutes. Suitability of Statistical Technique Statistical Package for the Social Sciences (SPPS) has been utilized to analyze the data. It provides a statistical analysis using charts, tables, and trends to study the relations between variables. It is the most widely used software that is applied in many bigger firms for conducting market research (Field, 2009). Results The results have been analyzed and concluded below: The performance of Qatar hospitals were based on 8 dimensions. The results concluded that the performances of these hospitals were fair according to the views of patients. The first dimension reputations of the hospital were greatly rated by patients except for the fact that the medical staff was not an expert. The other dimensions which include the service provider performance were negatively rated by patients and they considered that medical staffs including doctors and nurses are not competent enough and they do not possess the required skills. The third dimension is the communication between nurses and patients which is also considered as negative according to patients. They believe that medical staff does not provide clear answers. The rating for the fourth dimension was also very unsatisfactory, as patients had a viewpoint that the accommodation provided by hospitals were not properly equipped and furnished. The fifth dimension included were catering facilities which had higher ratings. Patients were satisfied with the nutritious meals that were provided to them. The other dimension is recreation and entertainment which was also had the highest ratings. The seventh dimension includes value for money, to which majority of respondents marked as good value for money. The last dimension is location which was also rated ‘good’ by majority of patients. Gender Frequency Percent Valid Percent Cumulative Percent Valid male 12 27.9 30.0 30.0 female 28 65.1 70.0 100.0 Total 40 93.0 100.0 Missing System 3 7.0 Total 43 100.0 A total of 40 questionnaires were filled by patients amongst which 30% of them were male and 70% of those respondents were female. Age Frequency Percent Valid Percent Cumulative Percent Valid 20-29 6 14.0 15.0 15.0 30-39 8 18.6 20.0 35.0 40-49 12 27.9 30.0 65.0 50-59 7 16.3 17.5 82.5 60-69 7 16.3 17.5 100.0 Total 40 93.0 100.0 Missing System 3 7.0 Total 43 100.0 Amongst 40 respondents, 15% of the respondents fell into the age bracket of 20 to 29, 20% of the people were between the age group 30 to 39, 30% of the people fell into the age group of 28%, and 17.5% of respondents are between the age group 60 to 69. Nationality Frequency Percent Valid Percent Cumulative Percent Valid Bahraini 3 7.0 7.5 7.5 Omani 4 9.3 10.0 17.5 Qatari 15 34.9 37.5 55.0 other 18 41.9 45.0 100.0 Total 40 93.0 100.0 Missing System 3 7.0 Total 43 100.0 As the research is conducted on the basis of patients’ origin of country, therefore, amongst the total number of respondents from Qatar constitutes the major country origin with 15 people. 4 respondents from Omani, 3 respondents from Bahraini, and 18 people from different origin which includes Pakistani, Indians and people from subcontinent took part in filling out the questionnaires. Average Monthly income/Salary (in American Dollar) Frequency Percent Valid Percent Cumulative Percent Valid Less than $2500per month 10 23.3 25.0 25.0 Between $2500 and $4999 Per month 9 20.9 22.5 47.5 Between $5000 and $7499 per month 17 39.5 42.5 90.0 Between $7500 and $10000 per month 4 9.3 10.0 100.0 Total 40 93.0 100.0 Missing System 3 7.0 Total 43 100.0 Reputation of the Hospital Report nationality Reputation of Hospital Reputation of the medical staff (doctors & nurses) Expertise in the appropriate field Bahraini Mean 1.6667 1.0000 1.3333 N 3 3 3 Std. Deviation .57735 .00000 .57735 Omani Mean 3.0000 2.0000 2.0000 N 4 4 4 Std. Deviation .00000 .00000 .00000 Qatari Mean 4.0000 3.8000 3.2000 N 15 15 15 Std. Deviation .37796 .41404 .67612 other Mean 5.9444 5.3889 5.1667 N 18 18 18 Std. Deviation .72536 1.09216 1.29479 Total Mean 4.6000 4.1250 3.8250 N 40 40 40 Std. Deviation 1.48151 1.60428 1.64687 I. Reputation of the Hospital The higher percentage of patients from Qatar considers the reputation of the hospital as neutral. 40 respondents filled the answers out of which 19 patients rated the reputation of hospital as good, very good and excellent. Therefore, the reputation of hospital is considered good in Qatar. II. Reputation of the Medical Staff 12 locals out of 18 considers the reputation of the medical staff of the hospital is neutral whereas, 10 patients having origin from Pakistan, India and other countries considers as good reputation of medical staff. III. Expertise in the Appropriate Field The majority of patients rated the expertise of medical staff as poor, very poor and moderately poor which shows that medical staff does not have expertise in their field. 14 people consider the expertise as neutral. Service Providers Performance Report nationality Competence, courtesy and quality of service provided by doctors Competence, courtesy and quality of service provided by other medical staff Competence, courtesy and quality of service provided by the administration staff Appearance, in terms of dressing and personal hygiene, of the medical staff (doctors and nurses) Bahraini Mean 1.6667 1.6667 2.0000 1.6667 N 3 3 3 3 Std. Deviation .57735 .57735 1.00000 .57735 Omani Mean 2.5000 2.2500 3.0000 2.5000 N 4 4 4 4 Std. Deviation .57735 .50000 .00000 .57735 Qatari Mean 3.6000 4.1333 3.9333 4.1333 N 15 15 15 15 Std. Deviation .50709 .63994 .25820 .63994 other Mean 4.3529 5.0556 4.6667 5.8333 N 17 18 18 18 Std. Deviation .99632 .23570 .84017 .70711 Total Mean 3.6667 4.1750 4.0250 4.5500 N 39 40 40 40 Std. Deviation 1.10818 1.19588 .99968 1.51826 I. Competence, Courtesy, and Quality of Service Provided by Doctors 60% of respondents including Qatari’s, Pakistani’s, Indians and other nationality believe that the qualities of services provided by doctors are neutral. They neither agree nor disagree with the statement. II. Competence, Courtesy, and Quality of Service Provided by other Medical Staff 21 out of 40 respondents including Qatari’s and other country origin people have a viewpoint that the services and courtesy provided by other medical staff people is good. III. Competence, Courtesy, and Quality of Service Provided by administration Staff 60% of respondents have a viewpoint that the quality services provided by the administration staff is neutral. However, 100% respondents from Omani think that it is moderately poor. Report nationality Appearance, in terms of dressing and personal hygiene, of the administrative and other staff Level of attention and care given to patients Number of staff (medical and non-medical) to look after the patient very well Explanations given about the diagnosis and treatment to be followed Bahraini Mean 1.3333 1.0000 1.0000 1.0000 N 3 3 3 3 Std. Deviation .57735 .00000 .00000 .00000 Omani Mean 3.0000 2.0000 1.5000 1.5000 N 4 4 4 4 Std. Deviation .00000 .00000 .57735 .57735 Qatari Mean 4.0667 4.0000 2.5333 2.6667 N 15 15 15 15 Std. Deviation .59362 .00000 .51640 .48795 other Mean 5.5556 5.2778 3.8333 4.3889 N 18 18 18 18 Std. Deviation .51131 .82644 .92355 .69780 Total Mean 4.4250 4.1500 2.9000 3.2000 N 40 40 40 40 Std. Deviation 1.35661 1.45972 1.19400 1.32433 IV. Appearance in Terms of Dressing, and Personal Hygiene of Medical Staff A larger group of respondents have perception that the appearance of medical staff is good, very good and excellent. This view generates a result that appearance is considered as an important factor at Qatar hospital. V. Appearance in Terms of Dressing, and Personal Hygiene of Administration and other Staff Similarly, 52% of respondents believe that the appearance of dressing and personal hygiene of administration is good and very good, whereas, 83% of Qatari’s believe that their appearance is neutral. VI. Level of Attention and Care given to Patients 7 respondents consider that the level of attention and care is poor and very poor. However, a major respondents group considers it as neutral. The remaining group believes that the level of attention is good and very good. This indicates that a fair amount of level and attention is provided to its patients. VII. Number of Staff (medical and non-medical) to Look After the Patient Very Well 30 respondents out of 40 have a perception that the overall staff including medical and non-medical does not look after the patient very well and have rated poor, very poor and moderately poor. VIII. Explanations given about the diagnosis and treatment to be Followed 24 out of 40 patients consider that they are not provided with proper explanations by medical staff as to what diagnosis and treatment should be followed. 100% Omani, Qatari’s and Bahraini have the same viewpoint. IX. Appointments are given within a reasonable period of time 99% of respondents have a view that the appointments are not provided within a reasonable period. This means that hospitals prolong the appointment period. Communication between Service Provider and Patients Report nationality Effective and efficient communications exist between doctors, other medical and non-medical staff to insure that the patient gets the best possible service. Clear and proper answers are given by medical and non-medical staff whenever questions are asked Patients can share their personal concerns with doctors and medical staff without any problem Doctors and medical staff ease patient’s fear through support and explanation of what is happening or going to happen Bahraini Mean 1.0000 1.0000 1.0000 1.3333 N 3 3 3 3 Std. Deviation .00000 .00000 .00000 .57735 Omani Mean 1.2500 1.0000 2.0000 2.0000 N 4 4 4 4 Std. Deviation .50000 .00000 1.15470 .00000 Qatari Mean 2.1333 2.1333 3.0000 2.4000 N 15 15 15 15 Std. Deviation .35187 .51640 .00000 .50709 other Mean 3.8889 3.5556 4.3889 3.9444 N 18 18 18 18 Std. Deviation .83235 .51131 .60768 .72536 Total Mean 2.7500 2.5750 3.3750 2.9750 N 40 40 40 40 Std. Deviation 1.25576 1.08338 1.19158 1.09749 I. Effective and Efficient Communication Exists between Medical and Non-Medical Staff 13 local patients disagrees with the statement that an effective communication exists between medical and non-medical staff, whereas, the overall respondents have a similar view on this statement. This proves that the communication is not effective. II. Clear and proper answers are given by medical and non-medical staff whenever questions are asked Medical and non-medical staff does provide clear answers of patients’ question whenever they ask. A majority of respondents disagrees with the statement. Only 11 respondents are sometimes agree with the statement. III. Patients can share their personal concerns with doctors and medical staff without any problem Majority of respondents are inclined towards disagreeing with the statement that patients can share their concerns with doctors without a problem. 100% Qatari’s sometimes disagree with the statement. IV. Doctors and Medical Staff Ease Patient’s Fear Through Support 27 respondents out 40 considers that medical staff does not ease the fear of a patient through support. Only 4 respondents agree with the statement. Accommodation Report nationality Clean and comfortable accommodation is being provided Modern and well equipped accommodation is being provided Accommodation is hotel room type with private facilities Accommodation is fully furnished apartment type Bahraini Mean 1.3333 1.3333 1.0000 1.0000 N 3 3 3 3 Std. Deviation .57735 .57735 .00000 .00000 Omani Mean 2.2500 2.0000 1.2500 1.0000 N 4 4 4 4 Std. Deviation .50000 .00000 .50000 .00000 Qatari Mean 3.7333 3.1333 2.2000 1.9333 N 15 15 15 15 Std. Deviation .45774 .51640 .41404 .59362 other Mean 4.9444 5.1667 3.5556 3.5000 N 18 18 18 18 Std. Deviation 1.05564 1.09813 .51131 .70711 Total Mean 3.9500 3.8000 2.6250 2.4750 N 40 40 40 40 Std. Deviation 1.37654 1.57219 1.03000 1.15442 I. Clean and comfortable accommodation is being provided Majority of respondents are neutral about the statement. They neither disagree nor agree with the statement. However, 11 respondents disagree with the statement which means that the hospital does not provide clean and comfortable accommodation. II. Modern and well equipped accommodation is being provided A higher percentage of groups consider that the accommodation is not well equipped and modern. 11 Qatari’s sometimes disagree with the statement. III. Accommodation is hotel room type with private facilities 12 Qatari’s disagrees with the statement that accommodations provided by hospitals are hotel room type with private facilities. The overall results conclude that accommodation is basic with no extra facilities. IV. Accommodation is fully furnished apartment type 33 patients have a viewpoint that the accommodation is not fully furnished. This means that the accommodations provided by hospitals at Qatar are not well maintained. Catering Facilities Report nationality Meals are attractively presented Meals are served in a variety of ways Good and nutritious quality food is being provided Bahraini Mean 1.0000 1.0000 1.3333 N 3 3 3 Std. Deviation .00000 .00000 .57735 Omani Mean 1.5000 1.0000 2.0000 N 4 4 4 Std. Deviation .57735 .00000 .00000 Qatari Mean 2.4667 2.5333 3.2000 N 15 15 15 Std. Deviation .63994 .51640 .41404 other Mean 4.5000 3.8333 4.7059 N 18 18 17 Std. Deviation .51450 .38348 .77174 Total Mean 3.1750 2.8500 3.5897 N 40 40 39 Std. Deviation 1.39390 1.12204 1.27151 I. Meals are attractively presented Meals are not attractively presented is the viewpoint of majority of patients and disagrees with the statement. The presentation of meal refers to the food presentation which is not considered as good. II. Meals are served in a variety of ways 15 respondents are neutral in this occasion and 11 respondents including 8 Qatari’s sometimes agree to the statement that meals are provided in a variety of ways. III. Good and nutritious quality food is being provided Good and nutritious food is provided by hospitals at Qatar which is the view of majority of respondents. The hospital believes that nutritious food is highly recommended to their patients. Recreation and Entertainment Report nationality Recreational area (with TV, Newspapers, books, and other facilities) Green space (gardens to walk around) Exercise area Access to a prayer room Bahraini Mean 1.0000 1.3333 1.0000 4.0000 N 3 3 3 3 Std. Deviation .00000 .57735 .00000 .00000 Omani Mean 2.0000 2.0000 1.0000 4.2500 N 4 4 4 4 Std. Deviation .00000 .00000 .00000 .50000 Qatari Mean 2.7333 3.7857 2.3333 5.0000 N 15 14 15 15 Std. Deviation .45774 .69929 .48795 .00000 other Mean 4.3333 6.0556 3.2222 5.5000 N 18 18 18 18 Std. Deviation .48507 .80237 .42779 .85749 Total Mean 3.2500 4.4615 2.5000 5.0750 N 40 39 40 40 Std. Deviation 1.17124 1.80418 .90582 .76418 I. Recreational area (with TV, Newspapers, books, and other facilities) A higher percentage of patients are inclined towards agreeing that hospitals provide recreational are for its patients where they could spend their time reading newspapers, watching TV etc. II. Green space (gardens to walk around) Green spaces are often and always provided to patients which have been proved through responses of patients. However, Bahraini and Omani considers otherwise. III. Exercise area 19 patients including 14 Qatari’s believe that exercise area is sometimes provided by hospitals. Overall, the results indicate that exercise area is rarely or not provided at all. IV. Access to a prayer room Access to prayer room is often provided by hospitals which are considered by 29 respondents. However, only 6 respondents have neutral views. V. Good and comfortable areas for family members and friends to visit patients The particular question had a negative view in the minds of patients and majority of them considered that hospitals rarely provide good and comfortable areas for family members while viewing the patient. Value for Money Report Nationality The overall establishment is good value for money Shop prices within the establishment and around it are fairly reasonable Fees charged are reasonable, worth the money and not expensive compared to other medical establishment Bahraini Mean 1.6667 2.0000 1.3333 N 3 3 3 Std. Deviation .57735 .00000 .57735 Omani Mean 3.5000 2.7500 2.0000 N 4 4 4 Std. Deviation .57735 .50000 .00000 Qatari Mean 4.6000 3.2667 3.8667 N 15 15 15 Std. Deviation .50709 .45774 .83381 other Mean 6.5000 4.8333 5.8889 N 18 18 18 Std. Deviation .70711 .51450 .67640 Total Mean 5.1250 3.8250 4.4000 N 40 40 40 Std. Deviation 1.58822 1.08338 1.70670 I. The overall establishment is good value for money The value for money is considered very good as the statement has been agreed and strongly agreed by many patients. This proves that hospitals provide god value for money. II. Shop Prices Fairly Reasonable A larger portion of respondents does not agree with the statement that shop prices are reasonable. 11 Qatari’s sometimes disagrees with the statement. The overall results remain the same that shop prices are high. III. Fees Charged are Reasonable and Worth the money and Not Expensive 17 out 40 respondents in a majority believe that fees are reasonable. However, all 11 Qatari’s have a neutral perspective. Pakistani, Indians, and other nationals 100% agrees to the statement. Location Report Nationality The hospital is ideally located The hospital is easy to reach The area where hospital is located is safe Bahraini Mean 2.0000 1.0000 N 3 3 Std. Deviation .00000 .00000 Omani Mean 3.0000 1.5000 N 4 4 Std. Deviation .00000 .57735 Qatari Mean 3.9333 2.5333 1.3333 N 15 15 3 Std. Deviation .25820 .51640 .57735 other Mean 5.2222 3.7222 4.2222 N 18 18 18 Std. Deviation .80845 .46089 1.26284 Total Mean 4.2750 2.8500 3.8095 N 40 40 21 Std. Deviation 1.15442 1.02657 1.56905 I. The hospital is ideally located Majority tends to have neutral perspective that the hospital is ideally located, however, 14 respondents agree to the particular statement that hospital is ideally located. There is a higher curve agreeing to the statement. II. The hospital is easy to reach A higher percentage of people disagree with the statement that hospitals are easier to reach. They have a viewpoint that hospitals are happened to be located far away from their residence. III. The area where hospital is located is safe A larger group of respondents are in favor of the statement that the area where the hospital is situated is safer for public. Only 21 respondents filled out the particular question. Conclusion and Recommendation In sum, the overall performance of hospitals located at Qatar is fair according to the views of patients having different country origin. The service quality of these hospitals have been measured on 8 dimensions, therefore, there are many areas for improvement for these hospitals. Amongst those 8 dimensions, the hospitals were offering good value for money to their patients and they were charging reasonable prices. However, patients disagreed with prices of shops located inside the hospitals. The other dimension which includes reputation of hospitals, patients believed that hospitals have good overall reputation but the staff is not an expert in their respected fields. Similarly, the location, catering facilities and recreation and entertainment are highly admired by patients but dimensions such as communication between service provider and patients, accommodation and service provider performance has been rate below average. Recommendations Following are the recommended options which should be adopted by hospitals in order to serve much better in the future: Hospitals should hire expert medical staff that could better treat their patients and care for them. Medical staff is a critical factor in the success of hospitals as they provide the core services to its customers. Communication should be improved between medical staff and patients. Questions of patients should be answered frequently by medical staff without any delay and they should be well informed of their future treatments. Medical staff should check on their patients after regular intervals to know if patients are having problems. The accommodation that is provided should be clean and comfortable and it should be well equipped and furnished. Patients had very negative perceptions about the accommodation provided by hospitals. List of References Field, A., 2009. Discovering Statistics Using SPSS. 2nd ed. New York: SAGE. Gillham, B., 2000. Developing a Questionnaire. 1st ed. New York: Continuum International Publishing Group. Kolb, B., 2008. Marketing Research: A Practical Approach. 1st ed. New York: SAGE. Appendix I: Questionnaires Patient(Customer) Satisfaction and service quality in Hospitals in Qatar Thank you for participating in this study. All your responses will be kept confidential. The analysis of the information will be done anonymously and personal data will be used for statistical purposes only. The questionnaire should take about 10-15 minutes of your time. Name of the Hospital:……………………………………………………………………………. Demographics Unless stated otherwise, for each question please tick one box. Gender: ? Male ? Female Age: ? Between 20 and 29 years old ? Between 60 and 69 years old ? Between 30 and 39 years old ? Between 70 and 79 years old ? Between 40 and 49 years old ? 80 years old and over ? Between 50 and 59 years old Nationality: ? Bahraini ? Kuwaiti ? Qatari ? Other (Specify) ……………….. ? Emerati ? Omani ? Saudi Average monthly income/salary (in American Dollar): ? Less than $2500 per month ? Between $7500 and $10000 per month ? Between $2500 and $4999 per month ? More than $10000 per month ? Between $5000 and $7499 per month In which medical area are you receiving or have received treatment? (Tick more than one box if necessary) ? General surgery ? E.N.T. disease ? Ophthalmology ? Anesthesia ? Chest disease ? Orthopaedics ? Cardiology ? Gastroenterology & Liver disease ? Plastic surgery ? Geriatrics ? Neurosurgery ? Radiology ? Gynecology ? Neurology ? Rheumatology ? Internal medicine ? Oncology ? Urology ? Pediatrics Reputation of the hospital Reputation of the Hospital Poor 1 2 3 4 5 6 7 Excellent Reputation of the medical staff (doctors & nurses) Poor 1 2 3 4 5 6 7 Excellent Expertise in the appropriate field Poor 1 2 3 4 5 6 7 Excellent Service providers performance Competence, courtesy and quality of service provided by doctors Poor 1 2 3 4 5 6 7 Excellent Competence, courtesy and quality of service provided by other medical staff Poor 1 2 3 4 5 6 7 Excellent Competence, courtesy and quality of service provided by the administration staff Poor 1 2 3 4 5 6 7 Excellent Appearance, in terms of dressing and personal hygiene, of the medical staff (doctors and nurses) Poor 1 2 3 4 5 6 7 Excellent Appearance, in terms of dressing and personal hygiene, of the administrative and other staff Poor 1 2 3 4 5 6 7 Excellent Level of attention and care given to patients Poor 1 2 3 4 5 6 7 Excellent Number of staff (medical and non-medical) to look after the patient very well Poor 1 2 3 4 5 6 7 Excellent Explanations given about the diagnosis and treatment to be followed Poor 1 2 3 4 5 6 7 Excellent Appointments are given within a reasonable period of time poor 1 2 3 4 5 6 7 Excellent Communication between service provider and patient Effective and efficient communications exist between doctors, other medical and non-medical staff to insure that the patient gets the best possible service. Strongly disagree 1 2 3 4 5 6 7 Strongly agree Clear and proper answers are given by medical and non-medical staff whenever questions are asked Strongly disagree 1 2 3 4 5 6 7 Strongly agree Patients can share their personal concerns with doctors and medical staff without any problem Strongly disagree 1 2 3 4 5 6 7 Strongly agree Doctors and medical staff ease patient’s fear through support and explanation of what is happening or going to happen Strongly disagree 1 2 3 4 5 6 7 Strongly agree Accommodation Clean and comfortable accommodation is being provided Strongly disagree 1 2 3 4 5 6 7 Strongly agree Modern and well equipped accommodation is being provided Strongly disagree 1 2 3 4 5 6 7 Strongly agree Accommodation is hotel room type with private facilities Strongly disagree 1 2 3 4 5 6 7 Strongly agree Accommodation is fully furnished apartment type Strongly disagree 1 2 3 4 5 6 7 Strongly agree Catering facilities Meals are attractively presented Strongly disagree 1 2 3 4 5 6 7 Strongly agree Meals are served in a variety of ways Strongly disagree 1 2 3 4 5 6 7 Strongly agree Good and nutritious quality food is being provided Strongly disagree 1 2 3 4 5 6 7 Strongly agree Recreation and Entertainment Recreational area (with TV, Newspapers, books, and other facilities) Not Provided 1 2 3 4 5 6 7 Provided Green space (gardens to walk around) Not Provided 1 2 3 4 5 6 7 Provided Exercise area Not Provided 1 2 3 4 5 6 7 Provided Access to a prayer room Not Provided 1 2 3 4 5 6 7 Provided Good and comfortable areas for family members and friends to visit patients Not Provided 1 2 3 4 5 6 7 Provided Value for money The overall establishment is good value for money Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree Shop prices within the establishment and around it are fairly reasonable Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree Fees charged are reasonable, worth the money and not expensive compared to other medical establishment Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree Location The hospital is ideally located Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree The hospital is easy to reach Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree The area where hospital is located is safe Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree Please feel free to provide any extra information that would help in offering better patient service: ………………………………………………………………………………………………………………….. ………………………………………………………………………………………………………………….. ………………………………………………………………………………………………………………….. ………………………………………………………………………………………………………………….. ………………………………………………………………………………………………………………….. ………………………………………………………………………………………………………………….. Thank you very much for taking the time to answer this questionnaire Appendix II: Cross Tabulation Results nationality * Reputation of Hospital Crosstabulation Count Reputation of Hospital Very poor poor moderately poor Neutral good Very good nationality Bahraini 1 2 0 0 0 0 Omani 0 0 4 0 0 0 Qatari 0 0 1 13 1 0 other 0 0 0 0 5 9 Total 1 2 5 13 6 9 nationality * Reputation of Hospital Crosstabulation Count Reputation of Hospital Total Excellent nationality Bahraini 0 3 Omani 0 4 Qatari 0 15 other 4 18 Total 4 40 nationality * Reputation of the medical staff (doctors & nurses) Crosstabulation Count Reputation of the medical staff (doctors & nurses) Very poor poor moderately poor Neutral good Excellent nationality Bahraini 3 0 0 0 0 0 Omani 0 4 0 0 0 0 Qatari 0 0 3 12 0 0 other 0 0 0 3 10 5 Total 3 4 3 15 10 5 nationality * Reputation of the medical staff (doctors & nurses) Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Expertise in the appropriate field Crosstabulation Count Expertise in the appropriate field Very poor poor moderately poor Neutral good Very good nationality Bahraini 2 1 0 0 0 0 Omani 0 4 0 0 0 0 Qatari 0 2 8 5 0 0 other 0 0 0 9 1 4 Total 2 7 8 14 1 4 nationality * Expertise in the appropriate field Crosstabulation Count Expertise in the appropriate field Total Excellent nationality Bahraini 0 3 Omani 0 4 Qatari 0 15 other 4 18 Total 4 40 nationality * Competence, courtesy and quality of service provided by doctors Crosstabulation Count Competence, courtesy and quality of service provided by doctors Total Very poor poor moderately poor Neutral Excellent nationality Bahraini 1 2 0 0 0 3 Omani 0 2 2 0 0 4 Qatari 0 0 6 9 0 15 other 0 0 0 15 2 17 Total 1 4 8 24 2 39 nationality * Competence, courtesy and quality of service provided by other medical staff Crosstabulation Count Competence, courtesy and quality of service provided by other medical staff Very poor poor moderately poor Neutral good Very good nationality Bahraini 1 2 0 0 0 0 Omani 0 3 1 0 0 0 Qatari 0 0 2 9 4 0 other 0 0 0 0 17 1 Total 1 5 3 9 21 1 nationality * Competence, courtesy and quality of service provided by other medical staff Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Competence, courtesy and quality of service provided by the administration staff Crosstabulation Count Competence, courtesy and quality of service provided by the administration staff Very poor poor moderately poor Neutral good Very good nationality Bahraini 1 1 1 0 0 0 Omani 0 0 4 0 0 0 Qatari 0 0 1 14 0 0 other 0 0 0 10 4 4 Total 1 1 6 24 4 4 nationality * Competence, courtesy and quality of service provided by the administration staff Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Appearance, in terms of dressing and personal hygiene, of the medical staff (doctors and nurses) Crosstabulation Count Appearance, in terms of dressing and personal hygiene, of the medical staff (doctors and nurses) Very poor poor moderately poor Neutral good nationality Bahraini 1 2 0 0 0 Omani 0 2 2 0 0 Qatari 0 0 2 9 4 other 0 0 0 0 6 Total 1 4 4 9 10 nationality * Appearance, in terms of dressing and personal hygiene, of the medical staff (doctors and nurses) Crosstabulation Count Appearance, in terms of dressing and personal hygiene, of the medical staff (doctors and nurses) Total Very good Excellent nationality Bahraini 0 0 3 Omani 0 0 4 Qatari 0 0 15 other 9 3 18 Total 9 3 40 nationality * Appearance, in terms of dressing and personal hygiene, of the administrative and other staff Crosstabulation Count Appearance, in terms of dressing and personal hygiene, of the administrative and other staff Very poor poor moderately poor Neutral good nationality Bahraini 2 1 0 0 0 Omani 0 0 4 0 0 Qatari 0 0 2 10 3 other 0 0 0 0 8 Total 2 1 6 10 11 nationality * Appearance, in terms of dressing and personal hygiene, of the administrative and other staff Crosstabulation Count Appearance, in terms of dressing and personal hygiene, of the administrative and other staff Total Very good nationality Bahraini 0 3 Omani 0 4 Qatari 0 15 other 10 18 Total 10 40 nationality * Level of attention and care given to patients Crosstabulation Count Level of attention and care given to patients Total Very poor poor Neutral good Very good Excellent nationality Bahraini 3 0 0 0 0 0 3 Omani 0 4 0 0 0 0 4 Qatari 0 0 15 0 0 0 15 other 0 0 3 8 6 1 18 Total 3 4 18 8 6 1 40 nationality * Number of staff (medical and non-medical) to look after the patient very well Crosstabulation Count Number of staff (medical and non-medical) to look after the patient very well Very poor poor moderately poor Neutral good Very good nationality Bahraini 3 0 0 0 0 0 Omani 2 2 0 0 0 0 Qatari 0 7 8 0 0 0 other 0 0 8 6 3 1 Total 5 9 16 6 3 1 nationality * Number of staff (medical and non-medical) to look after the patient very well Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Explanations given about the diagnosis and treatment to be followed Crosstabulation Count Explanations given about the diagnosis and treatment to be followed Total Very poor poor moderately poor Neutral good nationality Bahraini 3 0 0 0 0 3 Omani 2 2 0 0 0 4 Qatari 0 5 10 0 0 15 other 0 0 2 7 9 18 Total 5 7 12 7 9 40 nationality * Appointments are given within a reasonable period of time Crosstabulation Count Appointments are given within a reasonable period of time Total Very poor poor moderately poor Neutral nationality Bahraini 3 0 0 0 3 Omani 4 0 0 0 4 Qatari 2 13 0 0 15 other 0 2 15 1 18 Total 9 15 15 1 40 nationality * Effective and efficient communications exist between doctors, other medical and non-medical staff to insure that the patient gets the best possible service. Crosstabulation Count Effective and efficient communications exist between doctors, other medical and non-medical staff to insure that the patient gets the best possible service. Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 3 0 0 0 0 Omani 3 1 0 0 0 Qatari 0 13 2 0 0 other 0 0 7 6 5 Total 6 14 9 6 5 nationality * Effective and efficient communications exist between doctors, other medical and non-medical staff to insure that the patient gets the best possible service. Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Clear and proper answers are given by medical and non-medical staff whenever questions are asked Crosstabulation Count Clear and proper answers are given by medical and non-medical staff whenever questions are asked Total Strongly diagree Disagree Sometimes agree Neutral nationality Bahraini 3 0 0 0 3 Omani 4 0 0 0 4 Qatari 1 11 3 0 15 other 0 0 8 10 18 Total 8 11 11 10 40 nationality * Patients can share their personal concerns with doctors and medical staff without any problem Crosstabulation Count Patients can share their personal concerns with doctors and medical staff without any problem Total Strongly diagree Sometimes agree Neutral Sometimes agree nationality Bahraini 3 0 0 0 3 Omani 2 2 0 0 4 Qatari 0 15 0 0 15 other 0 1 9 8 18 Total 5 18 9 8 40 nationality * Doctors and medical staff ease patient’s fear through support and explanation of what is happening or going to happen Crosstabulation Count Doctors and medical staff ease patient’s fear through support and explanation of what is happening or going to happen Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 2 1 0 0 0 Omani 0 4 0 0 0 Qatari 0 9 6 0 0 other 0 0 5 9 4 Total 2 14 11 9 4 nationality * Doctors and medical staff ease patient’s fear through support and explanation of what is happening or going to happen Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Clean and comfortable accommodation is being provided Crosstabulation Count Clean and comfortable accommodation is being provided Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 2 1 0 0 0 Omani 0 3 1 0 0 Qatari 0 0 4 11 0 other 0 0 0 8 5 Total 2 4 5 19 5 N ationality * Clean and comfortable accommodation is being provided Crosstabulation Count Clean and comfortable accommodation is being provided Total agree Strongly agree nationality Bahraini 0 0 3 Omani 0 0 4 Qatari 0 0 15 other 3 2 18 Total 3 2 40 nationality * Modern and well equipped accommodation is being provided Crosstabulation Count Modern and well equipped accommodation is being provided Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 2 1 0 0 0 Omani 0 4 0 0 0 Qatari 0 1 11 3 0 other 0 0 0 6 6 Total 2 6 11 9 6 nationality * Modern and well equipped accommodation is being provided Crosstabulation Count Modern and well equipped accommodation is being provided Total agree Strongly agree nationality Bahraini 0 0 3 Omani 0 0 4 Qatari 0 0 15 other 3 3 18 Total 3 3 40 nationality * Accommodation is hotel room type with private facilities Crosstabulation Count Accommodation is hotel room type with private facilities Total Strongly diagree Disagree Sometimes agree Neutral nationality Bahraini 3 0 0 0 3 Omani 3 1 0 0 4 Qatari 0 12 3 0 15 other 0 0 8 10 18 Total 6 13 11 10 40 nationality * Accommodation is fully furnished apartment type Crosstabulation Count Accommodation is fully furnished apartment type Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 3 0 0 0 0 Omani 4 0 0 0 0 Qatari 3 10 2 0 0 other 0 0 11 5 2 Total 10 10 13 5 2 nationality * Accommodation is fully furnished apartment type Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Meals are attractively presented Crosstabulation Count Meals are attractively presented Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 3 0 0 0 0 Omani 2 2 0 0 0 Qatari 0 9 5 1 0 other 0 0 0 9 9 Total 5 11 5 10 9 nationality * Meals are attractively presented Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Meals are served in a variety of ways Crosstabulation Count Meals are served in a variety of ways Total Strongly diagree Disagree Sometimes agree Neutral nationality Bahraini 3 0 0 0 3 Omani 4 0 0 0 4 Qatari 0 7 8 0 15 other 0 0 3 15 18 Total 7 7 11 15 40 nationality * Good and nutritious quality food is being provided Crosstabulation Count Good and nutritious quality food is being provided Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 2 1 0 0 0 Omani 0 4 0 0 0 Qatari 0 0 12 3 0 other 0 0 0 8 6 Total 2 5 12 11 6 nationality * Good and nutritious quality food is being provided Crosstabulation Count Good and nutritious quality food is being provided Total agree nationality Bahraini 0 3 Omani 0 4 Qatari 0 15 other 3 17 Total 3 39 nationality * Recreational area (with TV, Newspapers, books, and other facilities) Crosstabulation Count Recreational area (with TV, Newspapers, books, and other facilities) Total Not Provided Rarely Sometimes Neutral Often nationality Bahraini 3 0 0 0 0 3 Omani 0 4 0 0 0 4 Qatari 0 4 11 0 0 15 other 0 0 0 12 6 18 Total 3 8 11 12 6 40 nationality * Green space (gardens to walk around) Crosstabulation Count Green space (gardens to walk around) Not Provided Rarely Sometimes Neutral Often always nationality Bahraini 2 1 0 0 0 0 Omani 0 4 0 0 0 0 Qatari 0 0 5 7 2 0 other 0 0 0 0 5 7 Total 2 5 5 7 7 7 nationality * Green space (gardens to walk around) Crosstabulation Count Green space (gardens to walk around) Total provided nationality Bahraini 0 3 Omani 0 4 Qatari 0 14 other 6 18 Total 6 39 nationality * Exercise area Crosstabulation Count Exercise area Total Not Provided Rarely Sometimes Neutral nationality Bahraini 3 0 0 0 3 Omani 4 0 0 0 4 Qatari 0 10 5 0 15 other 0 0 14 4 18 Total 7 10 19 4 40 nationality * Access to a prayer room Crosstabulation Count Access to a prayer room Total Neutral Often always provided nationality Bahraini 3 0 0 0 3 Omani 3 1 0 0 4 Qatari 0 15 0 0 15 other 0 13 1 4 18 Total 6 29 1 4 40 nationality * Good and comfortable areas for family members and friends to visit patients Crosstabulation Count Good and comfortable areas for family members and friends to visit patients Total Not Provided Rarely Neutral nationality Bahraini 3 0 0 3 Omani 4 0 0 4 Qatari 5 10 0 15 other 0 15 3 18 Total 12 25 3 40 nationality * The overall establishment is good value for money Crosstabulation Count The overall establishment is good value for money Strongly diagree Disagree Sometimes agree Neutral Sometimes agree nationality Bahraini 1 2 0 0 0 Omani 0 0 2 2 0 Qatari 0 0 0 6 9 other 0 0 0 0 2 Total 1 2 2 8 11 nationality * The overall establishment is good value for money Crosstabulation Count The overall establishment is good value for money Total agree Strongly agree nationality Bahraini 0 0 3 Omani 0 0 4 Qatari 0 0 15 other 5 11 18 Total 5 11 40 nationality * Shop prices within the establishment and around it are fairly reasonable Crosstabulation Count Shop prices within the establishment and around it are fairly reasonable Disagree Sometimes agree Neutral Sometimes agree agree nationality Bahraini 3 0 0 0 0 Omani 1 3 0 0 0 Qatari 0 11 4 0 0 other 0 0 4 13 1 Total 4 14 8 13 1 nationality * Shop prices within the establishment and around it are fairly reasonable Crosstabulation Count Total nationality Bahraini 3 Omani 4 Qatari 15 other 18 Total 40 nationality * Fees charged are reasonable, worth the money and not expensive compared to other medical establishment Crosstabulation Count Fees charged are reasonable, worth the money and not expensive compared to other medical establishment Strongly diagree Disagree Neutral Sometimes agree agree nationality Bahraini 2 1 0 0 0 Omani 0 4 0 0 0 Qatari 0 2 11 2 0 other 0 0 0 5 10 Total 2 7 11 7 10 nationality * Fees charged are reasonable, worth the money and not expensive compared to other medical establishment Crosstabulation Count Fees charged are reasonable, worth the money and not expensive compared to other medical establishment Total Strongly agree nationality Bahraini 0 3 Omani 0 4 Qatari 0 15 other 3 18 Total 3 40 nationality * The hospital is ideally located Crosstabulation Count The hospital is ideally located Disagree Sometimes agree Neutral Sometimes agree agree nationality Bahraini 3 0 0 0 0 Omani 0 4 0 0 0 Qatari 0 1 14 0 0 other 0 0 3 9 5 Total 3 5 17 9 5 nationality * The hospital is ideally located Crosstabulation Count The hospital is ideally located Total Strongly agree nationality Bahraini 0 3 Omani 0 4 Qatari 0 15 other 1 18 Total 1 40 nationality * The hospital is easy to reach Crosstabulation Count The hospital is easy to reach Total Strongly diagree Disagree Sometimes agree Neutral nationality Bahraini 3 0 0 0 3 Omani 2 2 0 0 4 Qatari 0 7 8 0 15 other 0 0 5 13 18 Total 5 9 13 13 40 nationality * The area where hospital is located is safe Crosstabulation Count The area where hospital is located is safe Strongly diagree Disagree Sometimes agree Neutral Sometimes agree agree nationality Qatari 2 1 0 0 0 0 other 0 2 4 2 8 2 Total 2 3 4 2 8 2 nationality * The area where hospital is located is safe Crosstabulation Count Total nationality Qatari 3 other 18 Total 21 Read More