Measuring quality performance between public and private hospitals in Malaysia

2017 ◽  
Vol 9 (2) ◽  
pp. 218-228 ◽  
Author(s):  
Selim Ahmed ◽  
Noor Hazilah Abd Manaf ◽  
Rafikul Islam
Keyword(s):  
Patient Satisfaction ◽  
Public Hospital ◽  
Private Hospital ◽  
Hospital Staff ◽  
Quality Performance ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
The Past ◽  
Public And Private Hospitals

Purpose This study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance. Design/methodology/approach This study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23. Findings The findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital’s quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital. Research limitations/implications This research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries. Originality/value Present research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries.

Nurse burnout: comparing public and private hospitals in Indonesia

2021 ◽  
Vol 27 (2) ◽  
pp. 1-7
Author(s):  
Diwa Agus Sudrajat ◽  
Tri Oktavia Indrianti ◽  
Eva Supriatin ◽  
Suci Noor Hayati ◽  
Linlin Lindayani
Keyword(s):  
Intensive Care ◽  
Intensive Care Units ◽  
Public Hospital ◽  
Private Hospital ◽  
Hospital Nurses ◽  
Private Hospitals ◽  
Public And Private ◽  
Nurse Burnout ◽  
Private And Public ◽  
Public And Private Hospitals

Background/Aims Nurse burnout is a major issue among nursing staff and can affect the quality of nursing care. Little is known about burnout among nurses working in intensive care units in developing countries, such as Indonesia. This study was conducted to investigate and compare the prevalence of nurse burnout in private and public hospitals in Bandung, Indonesia. Methods A cross-sectional approach was used in the intensive care units of one private and one public hospital in Bandung, Indonesia, from June to July 2019. The Maslach Burnout Inventory was used to measure burnout levels among nurses. Univariate and bivariate data analysis was used to interpret the results. Results A total of 52 public hospital nurses and 66 private hospital nurses were included in this study. Burnout levels varied significantly between these groups, with private hospital nurses experiencing higher levels of emotional exhaustion (32.43±12.67 vs 29.35±9.78) and depersonalisation (10.23±6.58 vs 7.89±3.67) than public hospital nurses. Conclusions Over one third of both private and public hospital nurses experienced high levels of burnout syndrome, with nurses in the private sector being particularly affected. It is crucial for both public and private hospitals in Indonesia to adapt their working environments to protect the wellbeing of staff and the safety of patients by reducing the risk of nurse burnout.

scholarly journals Complementary Role of Public and Private Hospitals for Utilizing Outpatient Services in a Hill District in Nepal

2020 ◽  
Vol 18 (2) ◽  
pp. 178-185
Author(s):  
Puspa Mani Kharal ◽  
Prakriti Bhattarai ◽  
Prithutam Bhattarai ◽  
Shyam Thapa
Keyword(s):  
Public Hospital ◽  
Private Hospital ◽  
Positive Perception ◽  
Outpatient Services ◽  
Private Hospitals ◽  
Public And Private ◽  
The Public ◽  
Complementary Role ◽  
Hospital Patients ◽  
Public And Private Hospitals

Background: In Nepal, the private sector has prominently emerged as a provider of health services in recent years. The objective of this paper is to assess whether public and private hospitals are competing for patients with similar socioeconomic strata, or providing services to different segments of the patient population. Methods: Data were collected prospectively from one public hospital and one private-for-profit hospital, both located in close proximity to one another in Tanahu district. A total of 384 and 389 patients presenting themselves for outpatient services available at the district public hospital and a private hospital, respectively, were systematically selected and interviewed using a survey form. The profiles of the patients were comparatively analyzed, and the reasons for using a particular hospital were assessed. Binary logistic regression was used for multivariate analysis.Results: Compared to the patients using the public hospital, patients at the private hospital were younger, possessed a higher level of education, represented indigenous and disadvantaged ethnic groups, and belonged to business or agricultural occupations. The four prominent reasons for using the private hospital were: positive perception/prior experience, followed by recommendation/word-of-mouth, timely availability of services, and trustworthiness. Among the public hospital patients, the prominent reasons were: low fee for services or having insurance, positive perception/prior experience, and trustworthiness. Conclusions: Public and private hospitals have played a complementary role in serving the health needs of different patient population segments in the study district. Keywords: Nepal; private hospital; public hospital; reasons for use; users profile.

Hospital responsiveness and its effect on overall patient satisfaction

2017 ◽  
Vol 30 (8) ◽  
pp. 728-736 ◽  
Author(s):  
Sadegh Ahmadi Kashkoli ◽  
Ehsan Zarei ◽  
Abbas Daneshkohan ◽  
Soheila Khodakarim
Keyword(s):  
Patient Satisfaction ◽  
Positive Impact ◽  
Cross Sectional Study ◽  
Health Care Facilities ◽  
Cross Sectional ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Public And Private Hospitals ◽  
The Right

Purpose Hospital responsiveness to the patient expectations of non-medical aspect of care can lead to patient satisfaction. The purpose of this paper is to investigate the relationship between the eight dimensions of responsiveness and overall patient satisfaction in public and private hospitals in Tehran, Iran. Design/methodology/approach This cross-sectional study was conducted in 2015. In all, 500 patients were selected by the convenient sampling method from two public and three private hospitals. All data were collected using a valid and reliable questionnaire consisted of 32 items to assess the responsiveness of hospitals across eight dimensions and four items to assess the level of overall patient satisfaction. Data analysis was performed using descriptive statistics and multivariate regression was performed by SPSS 18. Findings The mean score of hospital responsiveness and patient satisfaction was 3.48±0.69 and 3.54±0.97 out of 5, respectively. Based on the regression analysis, around 65 percent of the variance in overall satisfaction can be explained by dimensions of responsiveness. Seven independent variables had a positive impact on patient satisfaction; the quality of basic amenities and respect for human dignity were the most powerful factors influencing overall patient satisfaction. Originality/value Hospital responsiveness had a strong effect on overall patient satisfaction. Health care facilities should consider including efforts to responsiveness improvement in their strategic plans. It is recommended that patients should be involved in their treatment processes and have the right to choose their physician.

scholarly journals PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

2008 ◽  
Vol 1 (1) ◽  
pp. 49
Author(s):  
Febry Adhiana
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Professionals ◽  
Public Hospitals ◽  
Human Beings ◽  
Private Hospitals ◽  
Public And Private ◽  
Revisit Intention ◽  
Public And Private Hospitals

<p>Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.<br />Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.<br />Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.<br />Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.</p>

The influence of soft and hard TQM on quality performance and patient satisfaction in health care: investigating direct and indirect effects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rasha Zuhair Alkhaldi ◽  
Ayman Bahjat Abdallah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Indirect Effects ◽  
Primary Data ◽  
Equation Modeling ◽  
Total Quality ◽  
Quality Performance ◽  
Private Hospitals ◽  
Content Type ◽  
Health Care Context

PurposeThe present study conceptualizes total quality management (TQM) in terms of soft and hard aspects and examines their effects on quality performance and patient satisfaction. The indirect effects of soft and hard TQM on patient satisfaction through quality performance are also investigated.Design/methodology/approachA multi-item questionnaire was prepared to gather primary data from a sample of 312 medical employees in private hospitals in Jordan. The measurement model was evaluated for validity and reliability and determined to be acceptable. Structural equation modeling (SEM) was applied to test the research hypotheses.FindingsThe results revealed that soft TQM has a strong positive effect on quality performance and patient satisfaction. Hard TQM was found to positively affect quality performance but to a lesser extent compared to soft TQM. The effect of hard TQM on patient satisfaction, meanwhile, was not significant. Quality performance positively mediated the relationship between TQM – both soft and hard – and patient satisfaction.Originality/valueThis study is one of the first to conceptualize TQM in terms of soft and hard aspects in a health care context. It offers valuable insights for managers of private hospitals looking to enhance quality performance and patient satisfaction. The results reveal that soft TQM is the primary driver of quality performance and patient satisfaction in the health care context, which is in stark contrast to the manufacturing sector.

Do the servicescape of public and private hospitals differ? The Malaysian context

2019 ◽  
Vol 11 (3) ◽  
pp. 357-377 ◽  
Author(s):  
Kim Piew Lai ◽  
Siong Choy Chong
Keyword(s):  
Design Methodology ◽  
Recovery Process ◽  
Public Hospitals ◽  
Ambient Conditions ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
Public And Private Hospitals ◽  
Practical Implications

Purpose This study aims to explore if public and private hospitals have differing servicescape attributes. Design/methodology/approach The study uses a two-stage (EFA and CFA) procedure for identifying the servicescape attributes and examining their validity in the context of public and private hospitals. Findings The findings indicate that, in different contexts, patients would expect different aesthetics of servicescape attributes and how they are influenced by the hospital premises. Research limitations/implications It is interesting to note that: not all of the attributes that appear in both contexts are exactly the same; patients do not seem to face difficulties in analysing and interpreting directional cues, even though the spatial orientation in private hospitals is relatively smaller; the way patients of public hospitals draw inference about the ambient conditions is not consistent with private hospitals; and patients perceive that private hospitals pay special attention to developing a built environment that facilitates treatment and recovery process via interior layout, as well as decoration and architecture attributes. Practical implications The study grounds the servicescape attributes and provides insights to effectively promote public and private hospitals. Originality/value This study may be amongst the first to offer servicescape evidence in both the public and private hospitals.

The influence of sociodemographic behavioural variables on health-seeking behaviour and the utilisation of public and private hospitals in Ghana

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Awinaba Amoah Adongo ◽  
Jonathan Mensah Dapaah ◽  
Francess Dufie Azumah ◽  
John Onzaberigu Nachinaab
Keyword(s):  
Significant Relationship ◽  
Demographic Characteristics ◽  
Health Facilities ◽  
Research Approach ◽  
Health Seeking Behaviour ◽  
Health Seeking ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Public And Private Hospitals

PurposeSeveral studies have described health-seeking behaviour within the context of various diseases, the health status and age group. However, knowledge on patient health-seeking behaviour in the use of public and private hospitals and socio-demographic characteristics in developing countries is still scarce. This paper examines the influence of socio-demographic behavioural variables on health-seeking behaviour and the use of public and private health facilities in Ghana.Design/methodology/approachQuantitative research approach uses the modified SERVQUAL dimension as a data collection tool. Descriptive statistics with Pearson's chi-square test were conducted to determine the relationship between socio-demographic behavioural variables and health-seeking behaviour of patients using public and private hospitals.FindingsThe results showed that there is a significant relationship between the socio-demographic characteristics (sex, marital status, education, level of income) and the health-seeking behaviour of patients in regard to the utilisation of public and private health facilities (p < 0.000).Originality/valueThere is a significant relationship between patients' socio-demographic variables and their choice and utilisation of public and private healthcare services. This information is of value to policy makers so that they have an idea on the socio-demographic behavioural variables that influence patients' health-seeking behaviour.

Factors affecting maintenance management in hospital buildings

2019 ◽  
Vol 37 (1) ◽  
pp. 6-21 ◽  
Author(s):  
Dana Jandali ◽  
Rateb Sweis
Keyword(s):  
Design Methodology ◽  
Descriptive Analysis ◽  
Public Hospitals ◽  
Maintenance Management ◽  
Management Performance ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Factors Affecting ◽  
Public And Private Hospitals

Purpose The purpose of this paper is to identify and assess the factors affecting maintenance management performance in public and private hospitals in Amman-Jordan. Design/methodology/approach The paper identified 70 items affecting maintenance management performance from the literature review. Descriptive analysis was performed to assess the practices in both sectors. Comparison between public and private hospitals was performed through conducting a Mann-Whitney U-test. Findings Public hospitals were found to be implementing more improved practices than private hospitals. The perception of maintenance staff in both sectors regarding the factors affecting maintenance management performance varied. Originality/value This paper provides an original review of the factors affecting maintenance management in public and private hospitals in Amman-Jordan. The identified factors provide a useful reference to maintenance departments to improve maintenance performance and practices.

Factors influencing the choice of private and public hospitals: empirical evidence from Ghana

2017 ◽  
Vol 11 (1) ◽  
pp. 80-96 ◽  
Author(s):  
Bylon Abeeku Bamfo ◽  
Courage Simon Kofi Dogbe
Keyword(s):  
Service Quality ◽  
Selection Criteria ◽  
Public Hospital ◽  
Word Of Mouth ◽  
Private Hospital ◽  
Public Hospitals ◽  
Private Hospitals ◽  
Content Type ◽  
Logistics Regression ◽  
Private And Public

Purpose The study aims to examine the factors influencing the choice of private and public hospitals in Ghana. Design/methodology/approach Purposive and convenient sampling techniques were used in selection of 225 respondents for the study. An independent samples t-test was used in ascertaining the significant difference in the opinions of both groups. Finally, binary logistics regression was used in ascertaining the factors that significantly influenced the choice of hospitals in Ghana. Findings In Ghana, patients’ choice of private or public hospital was significantly influenced by service quality, word-of-mouth, type of ailment and National Health Insurance Scheme (NHIS). Patients who made choice decision based on service quality were more likely to attend a private hospital. Word-of-mouth influenced the choice of public hospitals more than private hospitals. Patients preferred visiting public hospitals for more complicated ailments such as spinal defects, HIV/AIDS, heart-related problems, etc. Patients registered under the NHIS also preferred visiting public hospital to private hospital. Although services from private hospitals were more expensive, patients were more satisfied with services provided, as compared to patients from the public hospital. Cost of service and patient satisfaction, however, did not have a statistically significant effect on the choice of hospital. Originality/value Most comparative studies done on private and public hospitals studied in isolation focused on service quality, customer satisfaction, national health insurance and cost of health care or a combination of them. This study, however, considered all these selection criteria and extended it by adding word-of-mouth and the type of ailments suffered. The study, thus, provided a more comprehensive hospital selection criteria. The use of logistics regression in this particular area of study was also quite unique.

Patient’s behavioral intention: public and private hospitals context

2018 ◽  
Vol 36 (3) ◽  
pp. 349-364 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Mahafuz Mannan ◽  
Md Afnan Hossain ◽  
Mahmud Habib Zaman
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Corporate Image ◽  
Public Hospitals ◽  
Experience Economy ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public And Private Hospitals

Purpose The purpose of this paper is to examine patient’s behavioral intention in a comparative analysis between public and private hospitals in the context of a developing country. Design/methodology/approach The research design was cross-sectional. A conceptual model was developed through an extensive literature review. Survey research was conducted to collect the data from the patients of public and private hospitals of Bangladesh. Partial least square structural equation modeling was used to perform a comparative analysis of the proposed model. Findings Perceived service quality and corporate image both were found to have a positive direct effect on patient’s behavioral intention for both public and private hospitals. While emotional satisfaction was found not to influence patient’s behavioral intention for public hospitals, it was found to fully mediate the perceived service quality-behavioral intention relationship and partially mediate the corporate image-behavioral intention relationship for private hospitals. Experience economy was found to partially mediate the corporate image-behavioral intention relationship for public hospitals, while it was found to partially mediate both the perceived service quality-behavioral intention and corporate image-behavioral intention relationships for private hospitals. Originality/value This is the first of a kind study that combined experience economy and emotional satisfaction with perceived service quality and corporate image to predict patient’s behavioral intention in a comparative study between public and private hospitals in the context of a developing country.

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