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Service quality in a heart failure clinic: a comparison analysis to a general cardiology clinic

Session Poster Session 4

Speaker Luiz Claudio Danzmann

Event : Heart Failure 2019

  • Topic : heart failure
  • Sub-topic : Chronic Heart Failure: Multidisciplinary Interventions
  • Session type : Poster Session

Authors : L C Danzmann (Porto Alegre,BR), CP Moreira (Porto Alegre,BR), AS Menin (Porto Alegre,BR), LS Mansur (Porto Alegre,BR), RE Heinze (Porto Alegre,BR), LG Marin (Porto Alegre,BR), E Bartholomay (Porto Alegre,BR), JW Walter (Porto Alegre,BR), V Predebon (Porto Alegre,BR), LC Petersen (Porto Alegre,BR), LG Souza (Caxias do Sul,BR)

Authors:
L C Danzmann1 , CP Moreira1 , AS Menin1 , LS Mansur1 , RE Heinze1 , LG Marin1 , E Bartholomay1 , JW Walter1 , V Predebon1 , LC Petersen1 , LG Souza2 , 1Universidade Luterana do Brasil - Porto Alegre - Brazil , 2Universidade de Caxias do Sul - Caxias do Sul - Brazil ,

On behalf: Universidade Luterana do Brasil Heart Failure Study Group

Citation:

Background - Heart failure clinics add multidisciplinary resources in order to obtain an integrated patient care to heart failure outpatient. The level of patient satisfaction can be acquired by using service quality scores as the SERVQUAL method. Purpose - The study aims to compare the SERVQUAL service quality scores of an heart failure outpatient clinic to a general cardiology clinic. Methods - A cross-sectional analysis was performed to obtain quality indices by the SERVQUAL questionnaire of outpatients heart failure clinic and in outpatients from a general cardiology clinic attended at the same University general hospital in southern Brazil, from February to September 2018. The SERVQUAL scale consider domains of tangibility, reliability, assurance, responsibility and empathy. The gap analysis between the health care quality domains was calculated by the difference between the delivery and expectation means by statistical T test analysis. A positive gap score was related to service satisfaction. Results - The total population sample included 224 patients, 74 are from the heart failure clinic and 150 from the general cardiology outpatient clinic. The total average of the SERVQUAL gap questionnaire mean was positive in the heart failure clinic and negative in the general cardiology outpatient clinic and were statically different (0,03 x -0.32, P<0,001).Conclusion - We observed significant better quality health care scores of heart failure outpatients clinic in comparison of a general cardiology clinic using the SERVQUAL tool.

Domains

Clinic

N

Mean

St device

Mean diff.

P

Tangibility

GC

150

-0.15

0.33

-0.18

p≤0.001

HF

74

0.03

0.23

Reliability

GC

150

-0.71

0.62

-0.76

p≤0.001

HF

74

0.05

0.35

Empathy

GC

150

-0.18

0.40

-0.20

p≤0.001

HF

74

0.02

0.10

Responsibility

GC

150

0.13

0.40

0.13

p=0.001

HF

74

0.00

0.22

Assurance

GC

150

0.25

0.39

0.26

p≤0.001

HF

74

-0.01

0.29

Total

GC

150

-0.32

0.30

-0.35

p≤0.001

HF

74

0.03

0.18

GC: general cardiology clinic; HF: heart failure; Diff: difference

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