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Table 1 Domain of HEALTHQUAL

From: Hospital service quality based on HEALTHQUAL model and trusting nurses at Iranian university and non-university hospitals: a comparative study

Domain Description Items
Environment Physical facilities, buildings, equipment, and HCPs. 11
Empathy Interactions between HCPs and recipients, containing characteristics such as respect, courtesy, humility, empathy, help, and accountability. 12
Efficiency Optimal use of resources, represented cost-outcome ratio, and involved factors such as waiting time, speed of service delivery, and value of services received for costs paid. 3
Effectiveness Meeting the goals of customers (patients), incorporating safety and comprehensiveness of services received, pain relief, and expected health 4
Efficacy The extent to which HCPs could achieve their goals.