Abstract
Purpose: This study was conducted to identify areas where there are big gaps between oncology and nuclear medicine patients perception and expectation for the services provided to them and need to be improved to assure quality care
Methodology: A sample of 550 patients of oncology department of Sohag University Hospita (SUH) and Sohag Cancer Center (SCC) participated in the study. Descriptive statistical techniques and gap analysis were employed.
Findings : The results showed that the quality of services provided to patients was significantly lower than their expectations and the quality gaps were statistically significant in all studied dimensions of the SERVQUAL tool which was used to assess the quality of health service provided (P < 0.05). Furthermore, the highest and lowest quality gaps were related to assurance and empathy dimensions respectively.
Conclusion: Steps toward improving the quality of services in all dimensions should be taken, especially assurance and tangibility, through planning properly, prioritizing services, and reviewing processes with regard to the patients' expectations.
Practical implication : Based on the findings of this study, hospital managers are in a position to recognize the patients' perceptions of health care quality and the level of their satisfaction. Consequently, managers can design strategies that improve the quality of services for increasing patients' satisfaction.