A Multidimensional Assessment of Healthcare Quality in Erbil: A Cross-Sectional Study Among Health Professionals

Abstract

This cross-sectional study aimed to assess the multidimensional reality of healthcare service quality at Hawler Medical University Hospital in Erbil, Iraq, from the perspective of health professionals. The specific objectives were to evaluate the availability of established healthcare quality dimensions (Responsiveness, Reliability, Assurance, Tangibles, Empathy), measure patient satisfaction with provider roles and service accuracy, and identify key obstacles hindering service delivery. A descriptive-analytical methodology was employed, utilizing a structured questionnaire distributed to a purposive sample of 145 health professionals. Results revealed a significant deficiency in quality dimensions, with an overall mean agreement of 2.05, indicating their general unavailability. Patient satisfaction was low (mean=2.06), and major obstacles, including administrative bureaucracy (mean=4.24) and inadequate infrastructure (mean=4.21), were strongly affirmed. The study concludes that healthcare quality at the studied hospital does not meet established standards, primarily due to systemic barriers. It recommends urgent administrative reforms, infrastructure investment, and enhanced training to improve service quality.