Satisfying patients is one of the essential facets of healthcare initiatives by any nation. The provision of high-quality services is indispensable for the success of any service provider. This article aims to help determine experiential values that would aid in understanding the concept of healthcare quality assessment which has long been a means of controversy in practice and academic literature. Patient's experiential values, both extrinsic and intrinsic, impact the way patients assess the quality in terms of the service benefits received by them. This article has adopted a qualitative method to find and develop a patient-centric quality assessment framework. Ten interviews were conducted with patients admitted more than a day in the private ward of a public hospital and their relatives who accompanied them (i.e., five patients and five relatives). Nvivo 12 Pro generates themes from the interviews and then triangulates with the observations and literature. With the help of this study, we could find the extrinsic and intrinsic factors that help in assessing the service quality. The intrinsic factors namely: belief, trust, safety, convenience, and confidence and extrinsic factors namely: cleanliness, facilities, access, and service delivery prove helpful in service quality assessment. Practitioners and policymakers can adapt this study to increase performance and deliver patient-centered services.

中文翻译：

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探索患者的体验价值及其对公共卫生机构印度消费者服务质量评估的影响：一项定性研究

让患者满意是任何国家医疗保健计划的重要方面之一。提供高质量的服务对于任何服务提供商的成功都是不可或缺的。本文旨在帮助确定有助于理解医疗质量评估概念的经验值，医疗质量评估长期以来一直是实践和学术文献中存在争议的一种方式。患者的体验价值，无论是外在的还是内在的，都会影响患者根据他们获得的服务收益来评估质量的方式。本文采用定性方法来寻找和开发以患者为中心的质量评估框架。对在公立医院私人病房住院超过一天的患者及其陪同他们的亲属（即，五名患者和五名亲属）。Nvivo 12 Pro 从采访中生成主题，然后与观察和文献进行三角测量。在这项研究的帮助下，我们可以找到有助于评估服务质量的外在和内在因素。内在因素即：信念、信任、安全、便利和信心以及外在因素即：清洁度、设施、通道和服务交付证明有助于服务质量评估。从业者和政策制定者可以调整这项研究以提高绩效并提供以患者为中心的服务。内在因素即：信念、信任、安全、便利和信心以及外在因素即：清洁度、设施、通道和服务交付证明有助于服务质量评估。从业者和政策制定者可以调整这项研究以提高绩效并提供以患者为中心的服务。内在因素即：信念、信任、安全、便利和信心以及外在因素即：清洁度、设施、通道和服务交付证明有助于服务质量评估。从业者和政策制定者可以调整这项研究以提高绩效并提供以患者为中心的服务。