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Health Promot Perspect. 2017 Jun 14;7(3):168-174. doi: 10.15171/hpp.2017.30. eCollection 2017.

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

Author information

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.

KEYWORDS:

Healthcare quality; Nurse-physician communication; Patient safety culture; Quality; Safety

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