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This paper describes work with patients/service users, students and educators, resulting in the identification of key issues to be addressed when planning patient/service user participation in interprofessional student learning. Preparation, communication, support and debriefing for both students and lay participants were revealed as essential for successful patient/service user involvement in education.

Patient and family satisfaction is very important for improving the quality of health services, especially in hospitals. This study aims to evaluate the performance of officers and services and their effects on the satisfaction of patients in intensive care unit (ICU) at RSUP Dr. M. Djamil Padang.

This study used a quantitative method with a cross-sectional approach. A sample of 80 respondents was obtained using a random sampling technique (simple random). Data were collected using a questionnaire, and the analysis used was univariate.

The results showed that the evaluation of staff and service performance on ICU patient satisfaction considered from the aspects of the ease of service procedures, service requirements, clarity of serving officers, officer discipline, officer responsibilities, ability of officers to provide services, speed of service, fairness in getting services, courtesy and friendliness of officers in providing services, reasonableness of costs, clarity of cost details, accuracy of implementation of the service time schedule, comfort in the service room environment and security of services in the ICU room in 2020 was rather good.

This study indicates that the evaluation of the performance of officers and services on ICU patient satisfaction was good and satisfying for patients’ families.

The purpose of this paper is to identify and investigate the contribution made from the estates services to the quality of the patient experience from the perspective of all estates staff ranging from front‐line staff to directors of estates and facilities. The work is exploratory in nature owing to no known earlier studies in this area.

A postal questionnaire is distributed to a non‐random self‐selecting group of National Health Service (NHS) estates staff – therefore those staff working in the areas of maintenance, engineering, building, gardening and general office estates management. A total of 920 questionnaires are distributed to the 46 NHS trusts. There are 202 responses, which is a return rate of 22 per cent.

It is clear that overall estates staff consider their job/service to be important to the patient experience, 94 per cent of respondents indicate they did. This is further confirmed by 82 per cent of estates line managers considering their job to be important to the patient experience. In terms of how estates feel they contribute to the patient experience, there is a range of responses, however the main reason highlighted is the recognition that the hospital could not function without the service being provided, i.e. the maintenance of essential services, water, power and the general infrastructure. Estates departments perhaps need on patient awareness of the services they provide and the importance of them in making the hospital function.

The results presented provide a useful insight into how estates departments in the NHS perceive their contribution to the patient experience. However, they are not without limitations. First, the sample size is relatively small; and second non‐random sampling techniques are used.

The findings suggest a number of avenues for future work. The most obvious would be to investigate the level of awareness from patients regarding estates services in the NHS.

This article identifies the views of terminally ill patients with cancer about the palliative care services they receive and the value they put on these. A sample of 27 patients was drawn, and their views obtained using focus groups. This enabled the exploration of the patients’ own views of what services were important to them. The findings confirm that some services included in more structured questionnaires and interviews are ones that patients would spontaneously identify. These include better information, help with activities of daily living, and home‐care services. Macmillan nurses and GPs’ services are highly rated but not in all areas. The patients identify additional services as important to them. These are the provision of something to do, improved hospital visits and respite supports for their family carers. Differences identified across the three trust areas should make purchasers sensitive to variations in services valued by patients.

Across health services, there is a drive to respond to patient feedback and to incorporate their views into service improvement. The SERVQUAL method has been used in several clinical settings to quantify whether services meet patient expectations. However, work has been limited in the obstetric population. This paper seeks to address these issues.

This study used an adapted SERVQUAL questionnaire to assess a reconfigured antenatal clinic service. The most important care aspects, as rated by patients, were used to construct the SERVQUAL questions. The questionnaire was administered to eligible women in two parts. The first was completed before their first hospital antenatal appointment and the second either at home (a postal-chasing exercise) or while waiting for their next appointment. Only fully completed questionnaires (both parts) were analysed.

Service strengths included staff politeness, patient respect and privacy. Areas for improvement included hand cleanliness, women's involvement in decision making and communicating risk. However, the low variability in patient responses makes concrete conclusions difficult and methodological issues complicate evaluating hand cleanliness. The new antenatal clinic service received low negative weighted and un-weighted overall scores. The SERVQUAL measure was developed from patient feedback and used to further improve services.

The SERVQUAL-based measure allowed an internal evaluation of patient experience and highlighted areas for improvement. However, without validation, the questionnaire cannot be used as an outcome measure and variation between published SERVQUAL questionnaires makes comparisons difficult. This highlights an important balance in patient evaluation measures - between locally responsive and externally comparable.

The SERVQUAL approach allows healthcare teams to evaluate patient experience, while accounting for variation in their expectations and priorities. The study highlights several areas that are important to obstetric patients, where expectation scores are high. However, the similar means and small samples left little difference between excellence and room for improvement.

The purpose of this paper is to evaluate service quality in a UK privately funded alcohol treatment clinic.

Data were gathered via interviews with two groups of participants using the SERVQUAL questionnaire. The first group comprised 32 patients and the second 15 clinic staff. The SERVQUAL instrument measures service quality expectations and perceptions across five service dimensions and identifies gaps between service expectations and perceptions of what was delivered.

Patients' service quality expectations were exceeded on four of five dimensions. However, staff members felt services fell below expectations on four of five dimensions with the “reliability” service dimension emerging as the common service element falling below expectations for both participant groups. It was concluded that achieving consistent service delivery and increasing empathy between staff and patients improves overall service quality perceptions.

The paper relies on self‐report methods from a relatively small number of individuals.

There have been limited research studies measuring alcohol treatment service quality in the private sector.

This article is a summary of a report which looks at the potential of using television sets at hospital bedsides to provide patients with access to health information. The report was jointly commissioned by The Department of Health (DoH) and National Health Service (NHS) Direct Online, and focused on what could be done using existing (or planned) Patient Power infrastructure. The latest generation of systems from all three of the main suppliers of bedside television service could provide access to health information in a variety of ways. A group meeting was held with key internal DoH and NHS stakeholders. Interviews were held with the main suppliers of bedside television services. Opinions were also taken from several academics specialising in Health Informatics, from a range of commercial health information providers and a wide range of NHS Trust representatives. Two areas where further research would be of use are looking at the opportunities around digital radio as a way of providing patients with health information, and looking at any particular issues that exist around communication with patients while they are in hospital.

This study aims to explore the empirical correlation between patient flow issues, quality of green health services and patient satisfaction in specialist medical department factors from patients’ perspectives as service consumers.

This research is a type of nonintervention empirical research that uses an open survey to explore the views and experiences of users of specialist medical department services. The targeted population is hospital patients included in the top five national PERSI (Indonesian Hospital Association) Award 2022 Green Hospital Category, with a total number of respondents of 572 people. This study uses the partial least square-structural equation modeling analysis method with the SmartPLS application.

Patient flow problems generally affect the quality of eco-friendly health services, except for the waiting time problem, which affects service quality. It should be understood as a top priority for patients to receive services from medical specialists without risking time as a core service aspect from the patient’s perspective. In addition, all variables in eco-friendly hospital services affect patient satisfaction, except in the case of visits to specialist medical departments, which do not affect medical support services and hospital practices that are responsive to the delivery of care services resulting from medical support services that are inseparable in integrated services as well as health care following medical ethics.

This study has a novelty in understanding the implications of green practice in determining patient satisfaction in medical specialist department as the epicenter of hospital services and the main object of assessment for the quality of hospital services.

The purpose of this research paper is to explore the determinants of patients' service choices between telephone consultation and text consultation in online health communities (OHCs).

This study utilized an empirical model based on the elaboration likelihood model and examined the effect of information, regarding service quality (the central route) and service price (the peripheral route), using online health consultation data from one of the largest OHCs in China.

The logistic regression results indicated that both physician- and patient-generated information can influence the patients' service choices; service price signals will lead patients to cheaper options. However, individual motivations, disease risk and consulting experience change a patients' information processing regarding central and peripheral cues.

Previous researchers have investigated the mechanism of patient behavior in OHCs; however, the researchers have not focused on the patients' choices regarding the multiple health services provided in OHCs. The findings of this study have theoretical and practical implications for future researchers, OHC designers and physicians.

Research investigating the experience and management of pain in people with intellectual disabilities has mainly been carried out in community services. The purpose of this baseline audit aims to examine this area in a forensic intellectual disability setting.

A baseline audit of pain management was carried out. Audit standards were derived from recent research, and the performance on each measured. Patients and nurses were interviewed. The audit included 82 patients, of which 64 were interviewed. Twelve nurses were interviewed. Health Action Plans and medication files were accessed for information.

There were interesting differences and similarities in the experience and management of pain between community and forensic intellectual disability patients. Within this sample, most patients were able to communicate their pain, and access appropriate treatment. However, a minority required further support. Nurse decision making about providing pain treatment was affected by fears of manipulation, contributing to addition and disbelieving the patient. Additionally, a number of patients appeared to have insufficient knowledge about how to best manage pain.

Results suggested that a standardised approach to pain management, incorporating policy, staff training, and health promotion and psycho-education for patients, would have benefits for both patients and staff within secure intellectual disability services.

At present, there is little research focusing on pain experience and management in forensic intellectual disability settings.