An Analytic Study of Service Quality in Healthcare for Patients with a Hematological Disorder

Abstract

This study covers two dimensions. The first is to study the quality of health care newlineservices through the eyes of persons with haemophilia. Ten factors viz Tangibility newline(Visibility, Credibility, Security), Reliability, Responsiveness, Assurance newline(Competence, Access, Communication) and Empathy (Courtesy, Understanding) were newlinederived to establish gap between the services expected and services perceived by the newlinepersons with haemophilia. The second dimension was to study the health related newlinequality of life of the persons with haemophilia. The study derived five factors viz. newlinePhysical Health, Mental Health, Management of Bleed, Future Planning and Social newlineHealth. Physical Health was the most dominant factor explaining the quality of life of newlinePersons with Haemophilia. Besides, association between demographic profile and newlineattributes of the disease was also studied. A gap between expectations and perceptions newlinewas established. This study also attempted to establish an association between newlineattributes of the disorder and health related quality of life viz. health related quality of newlinelife variables (Haem-A-Qol) were tested with types of Haemophilia (Haemophilia A newlineand Haemophilia B), the study showed that the mental health quality of life variable newlinediffered with respect to severity of the disease and persons with moderate haemophilia newlinediffered on the health related quality of life from patients with severe and mild newlinehaemophilia. newlineHealthcare providers can use the results from this research to bridge gaps between newlinecustomer s expectations and perceptions and persons can use the results to newlineunderstand the protocols of the medical fraternity their limitations if any while newlineproviding the medical care. NGOs involved in the welfare of PwH can use the study newlineto get better health care facilities from the government and other agencies.