Service quality for Type 2 diabetes in Australia: the patient perspective

Tabrizi, J. S., O'Rourke, P. K, Wilson, A. J. and Coyne, E. T. (2008) Service quality for Type 2 diabetes in Australia: the patient perspective. Diabetic Medicine, 25 5: 612-617. doi:10.1111/j.1464-5491.2008.02420.x

Author Tabrizi, J. S.
O'Rourke, P. K
Wilson, A. J.
Coyne, E. T.
Title Service quality for Type 2 diabetes in Australia: the patient perspective
Journal name Diabetic Medicine   Check publisher's open access policy
ISSN 0742-3071
Publication date 2008-05-01
Year available 2008
Sub-type Article (original research)
DOI 10.1111/j.1464-5491.2008.02420.x
Open Access Status DOI
Volume 25
Issue 5
Start page 612
End page 617
Total pages 6
Editor Sally M. Marshall
Place of publication Oxford, England
Publisher Wiley-Blackwell Publishing Ltd.
Language eng
Subject C1
920499 Public Health (excl. Specific Population Health) not elsewhere classified
111708 Health and Community Services
Formatted abstract
Aims To assess the service quality of care as perceived by people with Type 2 diabetes mellitus.

Methods A cross-sectional survey using a self-administered questionnaire was carried out among members of Diabetes Australia–Queensland with Type 2 diabetes. For 12 aspects of service quality derived from a literature review and focus group research, patients scored the relative importance of the aspects and their perception of quality of received care. A measure of service quality was derived by combining the relative importance and actual performance.

Results A total of 603people with Type 2 diabetes participated. Of the 12 aspects of care, communication, availability of support group, safety and prevention had the highest scores for importance; support group and basic amenities had the highest average performance values; but the highest service quality values were for support group, basic amenities, dignity and confidentiality. Younger participants had lower service quality scores (P = 0.001) and participants with good control of their diabetes had higher scores (P < 0.001). Compared with the reference population, our sample had 8.7% fewer people under 65 years old.

Conclusions From the perspective of people with Type 2 diabetes, there is a notable gap between their expectations and what they have actually received in most aspects of provided care. In addition, overall service quality and six aspects of service quality (choice of care provider, accessibility, prevention, continuity, timeliness and safety) were identified to be of inadequate quality. Hence, this study demonstrates a significant opportunity to improve quality of healthcare services.
Keyword customers' perspective
quality in health care
service quality
Type 2 diabetes mellitus
Q-Index Code C1
Q-Index Status Confirmed Code
Additional Notes Published Online: 28 Jun 2008

Document type: Journal Article
Sub-type: Article (original research)
Collections: Faculty of Health and Behavioural Sciences -- Publications
2009 Higher Education Research Data Collection
Version Filter Type
Citation counts: TR Web of Science Citation Count  Cited 5 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 7 times in Scopus Article | Citations
Google Scholar Search Google Scholar
Created: Wed, 15 Apr 2009, 21:06:04 EST by Geraldine Fitzgerald on behalf of School of Public Health