Diagnosed patients had higher levels of expectations on availability, care, functionality, reliability and comfort. Except for courtesy where there is a slight dip in expectation compared to the screened patient group (even it could be approximated as a near similarity), the diagnostic patient group is either similar to the screen patients group or has higher expectations than the screen patient group. The points in which there is near similarity according to the chart are with respect to accessibility, communication, competence, courtesy, and privacy.
In comparison with the first chart, the diagnosed patient’s perceptions of the quality of service are seen to dip compared to screened patients. Firstly, in the first chart on importance (or expectations), accessibility, communication, competence, courtesy, and privacy were seen to be points of similarity. In the next chart on the actual perception, it is identified that availability becomes a new point of similarity. In terms of communication, the diagnosed patients have now rated much lower indicating that their expectations were not on par with their perception. Similarly, in terms of competence and privacy, there is a much lower rating by the diagnosed patients. The expected quality of service and the perceived quality are not in par. Patients who are diagnosed and who spend much longer time in the hospital are seen to perceive differences compared to those of the screened patients.
In terms of the screened patient’s expectations versus perceived quality of service, in 4 out of 11 of the quality factors (36 percentage), the perceived quality of service is higher than the expected quality of service. Similarly, in 3 out of 11, the perceived quality of service has fallen below the expected quality of service. In 4 out of 11 of quality factors, the quality of service both expected and perceived are the same.
In terms of the diagnosed patients, except for two points in almost all the other 9 points which is an overall 9 on 11 quality factors or 81 percentage of difference between the expected quality and the perceived quality. Diagnosed patients on an average were dissatisfied with respect to quality factors, such that an 81 percent overall average dip was seen in expected quality and perceived quality. Compared to that of the screened patients, this is a much bigger service quality gap.