The patient's experience is a lens for services assessment that provide from healthcare institutions because the patient is the first and the last recipient for the service. The patient's experience carries a lot of uncertainty and an ultimate decision cannot be taken from the patient about the services, but it carries the partial truth. Many artificial intelligence technologies deal with the concept of partial truth, such as genetic algorithms and neural networks, but the fuzzy logic remains pioneering to deal with uncertainty. This paper aims to develop an assessment model by using fuzzy inference that is able to assess the quality of services in a similar way to the human experts of healthcare. The fuzzy assessment model applied to measure the patient satisfaction rate for health services for more 4500 hospitals in the United States and two hospitals in Iraq. The services are assessed by the questionnaire and its design according to the questionnaire of the assessment of healthcare providers and systems (HCAHPS) for all hospitals in the United State. The population study in Iraq consisted of 1,000 patients divided between 500 patients from Al-Hillah general teaching hospital and 500 patients from Al-Kafil private hospital. Depending on the patients' answers, the degrees of membership are calculated among the fuzzy sets. The results show a clear difference between the services provided by private hospitals compared to public hospitals.
Alkafaji, mohamed khodyer and Salih Al-Shamery, Eman
"A Fuzzy Assessment Model for Hospitals Services Quality based on Patient Experience,"
Karbala International Journal of Modern Science: Vol. 6
, Article 10.
Available at: https://doi.org/10.33640/2405-609X.1734
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.