Submitted: 26 Jan 2017
Revised: 15 Apr 2017
Accepted: 15 Apr 2017
First published online: 14 Jun 2017
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Health Promot Perspect. 2017;7(3):168-174.
doi: 10.15171/hpp.2017.30
PMID: 28695106
PMCID: PMC5497369
  Abstract View: 877
  PDF Download: 1449
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Original Article

Quality of healthcare services and its relationship with patient safety culture and nurse-physician professional communication

Akram Ghahramanian 1, Tayyebeh Rezaei 2, Farahnaz Abdullahzadeh 3, Zahra Sheikhalipour 3, Iman Dianat 4 *

1 Hematology and Oncology Research Center, Medical Surgical Department, Tabriz University of Medical Sciences, Tabriz, Iran
2 Student Research Committee, Department of Medical Surgical Nursing, Tabriz University of Medical Sciences, Tabriz, Iran
3 Department of Medical Surgical Nursing, Tabriz University of Medical Sciences, Tabriz, Iran
4 Department of Occupational Health and Ergonomics, Tabriz University of Medical Sciences, Tabriz, Iran

Abstract

Background: This study investigated quality of healthcare services from patients’ perspectives and its relationship with patient safety culture and nurse-physician professional communication. Methods: A cross-sectional study was conducted among 300 surgery patients and 101 nurses caring them in a public hospital in Tabriz–Iran. Data were collected using the service quality measurement scale (SERVQUAL), hospital survey on patient safety culture (HSOPSC) and nurse physician professional communication questionnaire. Results: The highest and lowest mean (±SD) scores of the patients’ perception on the healthcare services quality belonged to the assurance 13.92 (±3.55) and empathy 6.78 (±1.88) domains,respectively. With regard to the patient safety culture, the mean percentage of positive answers ranged from 45.87% for "non-punitive response to errors" to 68.21% for "organizational continuous learning" domains. The highest and lowest mean (±SD) scores for the nurse physician professional communication were obtained for "cooperation" 3.44 (±0.35) and "non participative decision-making" 2.84 (±0.34) domains, respectively. The "frequency of reported errors by healthcare professionals" (B=-4.20, 95% CI = -7.14 to -1.27, P<0.01) and "respect and sharing of information" (B=7.69, 95% CI=4.01 to 11.36, P<0.001) predicted the patients’perceptions of the quality of healthcare services. Conclusion: Organizational culture in dealing with medical error should be changed to non punitive response. Change in safety culture towards reporting of errors, effective communication and teamwork between healthcare professionals are recommended.
Citation: Ghahramanian A, Rezaei T, Abdullahzadeh F, Sheikhalipour Z, Dianat I. Quality of healthcare services and its relationship with patient safety culture and nurse-physician professional communication. Health Promot Perspect. 2017;7(3):168-174. doi: 10.15171/hpp.2017.30.
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