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Assessing the Gap Between Women's Expectations and Perceptions of the Quality of Intrapartum Care in Jordan: A Two‐Stage Study Using the SERVQUAL Model.
- Source :
- Health Expectations; Jun2024, Vol. 27 Issue 3, p1-15, 15p
- Publication Year :
- 2024
-
Abstract
- Introduction: Although Jordan has made significant progress toward expanding the utilization of facility‐based intrapartum care, prior research highlights that poor service quality is still persistent. This study aimed to identify quality gaps between women's expectations and perceptions of the actual intrapartum care received, while exploring the contributing factors. Methods: Utilizing a pre–post design, quality gaps in intrapartum care were assessed among 959 women pre‐ and postchildbirth at a prominent tertiary hospital in northern Jordan. Data were gathered using the SERVQUAL scale, measuring service quality across reliability, responsiveness, tangibles, assurance, and empathy dimensions. Results: The overall mean gap score between women's expectations and perceptions of the quality of intrapartum care was −0.60 (±0.56). The lowest and highest mean gap scores were found to be related to tangibles and assurance dimensions, −0.24 (±0.39) and −0.88 (±0.35), respectively. Significant negative quality gaps were identified in the dimensions of assurance, empathy, and responsiveness, as well as overall service quality (p < 0.001). The MLR analyses highlighted education (β = 0.61), mode of birth (β = −0.60), admission timing (β = −0.41), continuity of midwifery care (β = −0.43), physician's gender (β = −0.62), active labour duration (β = 0.37), and pain management (β = −0.33) to be the key determinants of the overall quality gap in intrapartum care. Conclusion: Our findings underscore the importance of fostering a labour environment that prioritizes enhancing caregivers' empathetic, reassuring, and responsive skills to minimize service quality gaps and enhance the overall childbirth experience for women in Jordan. Patient or Public Contribution: This paper is a collaborative effort involving women with lived experiences of childbirth, midwives, and obstetrics and gynaecologist physicians. The original idea, conceptualization, data generation, and coproduction, including manuscript editing, were shaped by the valuable contributions of stakeholders with unique perspectives on intrapartum care in Jordan. [ABSTRACT FROM AUTHOR]
- Subjects :
- EMPATHY
MEDICAL quality control
EVIDENCE gaps
RESEARCH funding
MEDICAL care
RESEARCH evaluation
STATISTICAL sampling
ATTITUDES of mothers
CHILDBIRTH education
TERTIARY care
DESCRIPTIVE statistics
CONTINUUM of care
CHI-squared test
MANN Whitney U Test
INTRAPARTUM care
HEALTH planning
SURVEYS
PRENATAL care
EXPERIENCE
MATHEMATICAL models
RESEARCH
PAIN management
RESEARCH methodology
WOMEN'S health
THEORY
QUALITY assurance
DATA analysis software
FACTOR analysis
CONFIDENCE intervals
SOCIODEMOGRAPHIC factors
Subjects
Details
- Language :
- English
- ISSN :
- 13696513
- Volume :
- 27
- Issue :
- 3
- Database :
- Complementary Index
- Journal :
- Health Expectations
- Publication Type :
- Academic Journal
- Accession number :
- 178131481
- Full Text :
- https://doi.org/10.1111/hex.14103