Assessing the Quality of Health Services from the Perspectives of Nurses and Patients

Abstract

The study aimed to evaluate the quality of health services from the perspective of service Nurses and Patients in the National Hospital in Lattakia. The sample consisted of (100) nurses, (100) patients from internal and surgical departments, who were present during data collection, and agreed to participate (convenient sampling was applied). The researcher used the SERVQUAL Scale, which was developed by Zenithal and Barry (1985) to study the quality of health services from the perspective of service providers (nurses), patients, and data was statistically distanced and tabulated using the statistical program SPSS version (25). The most important results of the study were: The level of the quality of health services was average from the perspective of nurses, except for the dimension "confirmation" which was high from their perspective. The level of the quality of health services was also average from the perspective of patients. Therefore, the overall level of quality of health services was average from the perspective of both nurses and patients. The study recommended developing continuous training programs for health care providers (nurses) to enhance their skills in health care delivery and communicating effectively with patients, as well as focusing on developing empathy skills among health care providers and improving their interaction with patients, increasing the number of healthcare staff and the availability of necessary equipment to ensure the delivery of
high-quality services.