Service strengths included staff politeness, patient respect and privacy. Only fully completed questionnaires (both parts) were analysed. 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. The questionnaire was administered to eligible women in two parts. The most important care aspects, as rated by patients, were used to construct the SERVQUAL questions. This study used an adapted SERVQUAL questionnaire to assess a reconfigured antenatal clinic service. This paper seeks to address these issues. However, work has been limited in the obstetric population. The SERVQUAL method has been used in several clinical settings to quantify whether services meet patient expectations. Assessing obstetric patient experience: a SERVQUAL questionnaire.Īcross health services, there is a drive to respond to patient feedback and to incorporate their views into service improvement.
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