Document Type : Original Quantitative and Qualitative Research Paper
Authors
1
Student Research Committee, Mashhad University of Medical Sciences, Mashhad, Iran. Student Research Committee, Sabzevar University of Medical Sciences, Sabzevar, Iran
2
PhD in Health Services Management, Social Determinants of Health Research Center, Mashhad University of Medical Sciences, Mashhad, Iran
3
Social Determinants of Health Research Center, Mashhad University of Medical Sciences, Mashhad, Iran
4
Department of Management, Faculty of Humanities, Sadjad University, Mashhad, Iran
5
School of abarkouh paramedicine, Shahid sadoughi university of medical sciences, Yazd, Iran
6
MSc in Healthcare Services Management, Social Determinants of Health Research Center, Mashhad University of Medical Sciences, Mashhad, Iran
10.22038/ebcj.2025.81004.3013
Abstract
Background: Patient experience of healthcare is crucial in healthcare quality assessment, but identifying and prioritizing appropriate metrics remains challenging.
Aim: This study presents a novel approach combining the Delphi method and Fuzzy Analytic Hierarchy Process (FAHP) to identify and prioritize patient experience evaluation criteria in healthcare.
Method: This mixed-method research, conducted in 2022, validated effective criteria for evaluating patient experience of healthcare through expert consensus using the Delphi process. A comprehensive framework of 12 criteria and 32 sub-criteria was established based on comparative analysis. Experts, specializing in quality improvement, in quality improvement participated in pairwise comparisons to prioritize the criteria. Data were analyzed using FAHP in Excel.
Results: Based on a literature review and criteria extracted from the Delphi approach, the criteria of how to communicate with nurses, providing nurses' services, providing doctor's services, how to communicate with doctors, participation of family and relatives, emotional support, physical environment, and hoteling, how to discharge from the hospital, respect for dignity and privacy of the patient, provision of information to the patient, access to necessary drugs and pain management were identified. The expert panel ranked nurse-patient relationship quality as the highest priority (0.279), followed by physician-patient relationship quality (0.241). The least prioritized criterion was the availability of necessary medications (0.0).
Implications for Practice: Based on findings, hospital managers can exert substantial influence on enhancing hospital service quality. By hiring proficient nurses and physicians and empowering them to establish effective communication with patients and deliver superior medical services, patient satisfaction can be elevated.
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