“Community and health-care service quality in Kosovo”: “a confirmatory analytical approach”

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Myesere Avdyl Hoxha
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Test Theory ◽  
Commercial Application ◽  
Measurement Tool ◽  
Care Providers ◽  
Content Type

Purpose The purpose of this paper is to develop and test a modified service quality (SERVQUAL) model scale for measuring healthcare service quality in Kosovo. Design/methodology/approach An initial dimensions area methodology in construct development, followed by combined exploratory-analytical deductive research with the goal to test theory concepts and validate the measurement tool known from the theory of service quality using new empirical data in a specific context. A cross-sectional survey on a sample of 200 post-encountered patients and using structural equation modelling (SEM) and SEM path analysis to determine satisfaction. Findings The findings confirmed that a six-dimensional scale of SERVQUAL is not appropriate for the Kosovo health-care context. The scale development analysis with a new reduced four-dimensional model can be used to measure health service quality in the Kosovan context. Research limitations/implications The initial study concept was not piloted. It was developed by the researcher based on secondary data. Systematic random sampling was used, which may have resulted in conclusions that are not applicable to the general population. Finally, this study is applicable to the Kosovo context and cannot be generalized nor represent all patients treated in Kosovo hospitals and clinics. However, the above limitations are less significant compared to the importance of carrying out this type of study for the first time in Kosovo. Practical implications This study can help Kosovo health authorities to guide health system-wide improvements and health-care providers to remove quality shortfalls based on a culturally sensitive and validated multiple-item scale for the quality of their service. Originality/value This is the first research conducted to identify which of the service quality dimensions require attention by the health-care service providers in Kosovo and develop a validated tool for patient satisfaction measurement that can be used for commercial application.

scholarly journals An evaluation of factors affecting the management of COVID-19 in Bangladesh

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Syed S.M Sadrul Huda ◽  
Afsana Akhtar ◽  
Segufta Dilshad ◽  
Syeeda Raisa Maliha
Keyword(s):  
Health Care ◽  
Care Management ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Health Care Management ◽  
Lessons Learned ◽  
Future Research ◽  
Content Type ◽  
The Social

PurposeThe study aims to gain insights into the management of COVID-19 in Bangladesh to identify the factors that are relevant to managing the pandemic in a developing country.Design/methodology/approachThe study was carried out by pursuing the archival method. The information was collected from credible newspaper reports over the previous months, as well as articles published on the subject of COVID-19.FindingsThe research revealed important and relevant dimensions of the health sector in managing the COVID-19 pandemic. The major factors were doctors, nurses (health service providers), patients, (customers) and society. This is a pioneering paper, which documents the major lessons learned from the management of COVID-19 in Bangladesh concerning three stakeholders of the health-care system, i.e. providers, patients and society. This paper covers the situation regarding the ongoing pandemic from three perspectives – provider, customers and society, and thus, may help to develop future research regarding the development of health-care management models for addressing the pandemic.Research limitations/implicationsThe major limitations of this paper is its over dependence on secondary sources for collecting the information.Practical implicationsThis paper presents the learnings from the pandemic in health-care management in different categories (e.g. social, doctor/nurse, patients), which can help the managers in understanding different dimensions of the health-care sector from different perspectives. The problems as well as the learnings stated in the paper can help the policy makers implement such strategies to ensure better delivery of the medical health-care service during a pandemic.Social implicationsThis paper clearly reveals the social dimensions of the COVID-19 by assessing the social aspects of COVID-19 management. Both social stigma and support are traced out during evaluating the situation. Thus, the social forces will be able to rethink about their role in addressing the social costs of pandemic.Originality/valueThis is a commentary piece.

scholarly journals Understanding technology mediation and new service provider roles in health care

2019 ◽  
Vol 33 (2) ◽  
pp. 245-254 ◽  
Author(s):  
Athanasia Daskalopoulou ◽  
Kathy Keeling ◽  
Rowan Pritchard Jones
Keyword(s):  
Health Care ◽  
Service Provider ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Empirical Support ◽  
Organizational Level ◽  
Advance Technology ◽  
Content Type ◽  
Health Care Service Providers

PurposeService research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has been discussed with regard to service provider readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services.Design/methodology/approachThis study follows a qualitative methodology. Insights are drawn from in-depth interviews with 32 junior and senior health-care service providers (across 12 specialties) and 5 information governance/management staff.FindingsThis analysis illustrates that new service provider roles include those of the enabler, differentiator, innovator, coordinator and sense-giver. By adopting these roles, health-care service providers reveal that they can encourage, support and advance technology mediation in services across different groups/audiences within their organizations (e.g. service delivery level, peer-to-peer level, organizational level). This paper further shows the relationships between these new service provider roles.Originality/valueThis study contributes to theory in technology-mediated services by illustrating empirically the range of activities that constitute each role. It also complements prior work by identifying that service providers adopt the additional role of sense-giver. Finally, this paper provides an understanding of how by taking on these roles service providers can encourage, support and advance technology mediation in services across different groups/audiences in their organization.

Health care service quality: a journey so far

2020 ◽  
Vol 27 (6) ◽  
pp. 1893-1927
Author(s):  
Raghav Upadhyai ◽  
Neha Upadhyai ◽  
Arvind Kumar Jain ◽  
Hiranmoy Roy ◽  
Vimal Pant
Keyword(s):  
Health Care ◽  
Literature Review ◽  
Service Quality ◽  
Design Methodology ◽  
Care Service ◽  
Health Care Service ◽  
Professional Service ◽  
Content Type ◽  
Academic Literature ◽  
Measurement Strategies

PurposeHealth care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies.Design/methodology/approachSixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review.FindingsThe findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage.Originality/valueRather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.

scholarly journals Delivery of Preconception Counselling Services: The Snags of Health Care Service Providers.

2021 ◽  
Vol 6 (5) ◽  
pp. 10-24
Author(s):  
Zakariah Hikimatu ◽  
Alhasan Mustafa ◽  
William Agoke
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Care Providers ◽  
Childbearing Age ◽  
Intensive Training ◽  
Counselling Services ◽  
Preconception Counselling ◽  
Health Care Service Providers

Purpose: This study investigates the difficulties the health care service providers encounter in the quest of rendering preconception counselling services in Ghana. Methodology: The study employed descriptive survey design with the use of both qualitative and quantitative research approaches using questionnaire as the main tool. The study employed simple random sampling to sampled 135 out of 675 health care service providers from 23 health facilities in the Bole District of the Savanna Region in Ghana. The quantitative data obtained for the study was analysed using Statistical Package for Social Solution (SPSS) whilst the qualitative data were subjected to descriptive and narrative discussion. Findings: The study revealed that, health care practitioners need continuous training programme. It also became clear that, there no any clear national guideline or policy on preconception counselling in Ghana. It came to light that, the healthcare service providers face a lot of difficulties to capture women of child bearing age to offer them the services. Inadequate knowledge and expertise to effectively offer the preconception counselling services was also identified as a challenge. Recommendations: The study therefore recommend that the Ministry of Health and Ghana Health Service should come out with a clear policy guideline on preconception counselling and also provide an intensive training for the health care professionals. The health care providers should also be provided with the needed resources to embark on sensitisation and advocacy campaigns to create the awareness for women of childbearing age to appreciate the need for preconception and genetic carrier risk counselling.

Assessment on health care service quality and patients’ satisfaction in Ghana

Kybernetes ◽  
2020 ◽  
Vol 49 (12) ◽  
pp. 3047-3068
Author(s):  
Enock Mintah Ampaw ◽  
Junwu Chai ◽  
Biru Liang ◽  
Sang-Bing Tsai ◽  
Joseph Frempong
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Developing Economies ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Hospital Environment ◽  
Equation Modeling ◽  
Content Type ◽  
Patients Satisfaction

Purpose With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization. Design/methodology/approach A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model. Findings The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction. Originality/value There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

Service Providers’ Decision to Use Ethics Committees and Consultation in Complex Services

2020 ◽  
Vol 57 (2) ◽  
pp. 278-297 ◽  
Author(s):  
J. Daniel Zyung ◽  
Vikas Mittal ◽  
Sunder Kekre ◽  
Gajanan G. Hegde ◽  
Jennifer Shang ◽  
...  
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Ethical Decision Making ◽  
Service Providers ◽  
Ethical Dilemmas ◽  
Care Service ◽  
Health Care Service ◽  
Ethics Consultation ◽  
Ethics Committees ◽  
Care Providers

Ethics has long been, and continues to be, a central topic among marketing scholars and practitioners. When providing complex services—multiple interactions over time that are predicated on the evolving needs of customers—service providers face ethical dilemmas, which are often resolved by engaging an ethics committee (EC). Despite the prevalence of ECs, research on service providers’ preference to engage with an EC is sparse. This study examines whether the role that health care providers play, as either task manager or relationship manager, makes a difference in their preference for engaging with and utilizing an EC for resolving ethical dilemmas. Results based on 1,440 observations collected from health care service providers show that service providers’ task or relationship management role, as well as prior experience with an ethics consultation, influences their preference both for engaging an EC and for having the EC prescribe a specific outcome to resolve an ethical dilemma. This study extends prior work on conceptual models examining ethical decision-making processes in marketing.

Transforming technology-mediated health-care services through strategic sense-giving

2020 ◽  
Vol 34 (7) ◽  
pp. 909-920
Author(s):  
Athanasia Daskalopoulou ◽  
Josephine Go Jefferies ◽  
Alexandros Skandalis
Keyword(s):  
Health Care ◽  
Organizational Context ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Content Type ◽  
Emotional Ambivalence ◽  
Health Care Service Providers ◽  
The Impact

Purpose Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. The purpose of this study is to enhance our understanding about the role of service providers who hold strategic and operational roles, as well as investigate the impact of coordinated, organization-wide initiatives in dealing with the demands and associated emotional ambivalence of technology-mediated services. Design/methodology/approach This qualitative study draws from a series of in-depth interviews with health-care service providers who hold strategic and operational roles in health-care organizations along with participant observation to develop an understanding of the broader organizational context of telehealth services. Findings This paper outlines the strategic sense-giving process and highlights how health-care service providers who hold strategic and operational roles enact the sense-giver role. This study illustrates that strategic sense-giving involves the recognition of sense-making gaps; identification of sense-giving opportunities; and provision of templates of action. Originality/value This study illustrates that sense-giving can be performed by a number of organizational members in a more formalized way which extends informal sense-giving efforts at the peer-to-peer level. The importance of strategic sense-giving in providing templates of action for service providers and consumers is highlighted. This study also shows how strategic sense-giving safeguards against confusion and errors by communicating appropriate ways of using technology. Finally, the role of strategic sense-giving in helping service providers and consumers cope with the emotional ambivalence of technology-mediated service interactions are demonstarted.

An extensive review of patient health-care service satisfaction in Bangladesh

2020 ◽  
Vol 2 ◽  
pp. 5-16
Author(s):  
Abdul Kader Mohiuddin
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Health Care Services ◽  
Service Providers ◽  
Care Service ◽  
Waiting Times ◽  
Health Care Service ◽  
Care Providers ◽  
Care Services

Patient satisfaction is a useful measure for providing quality indicators in health-care services. Concern over the quality of health-care services in Bangladesh has resulted in a loss of faith in health-care providers, low use of public health facilities, and increased outflows of patients from Bangladesh to hospitals abroad. The main barriers to accessing health services are inadequate services and poor quality of existing facilities, shortage of medicine supplies, busyness of doctors due to high patient load, long travel distance to facilities, and long waiting times once facilities were reached, very short consultation time, lack of empathy of the health professionals, their generally callous and casual attitude, aggressive pursuit of monetary gains, poor levels of competence and occasionally, disregard for the suffering that patients endure without being able to voice their concerns. All of these service failures are frequently reported in the print media. Such failures can play a powerful role in shaping patients’ negative attitudes and dissatisfaction with health-care service providers and health-care itself.

scholarly journals Simple and basic yet vital and essential health services: an exploration of perception of junior health care service providers regarding rural health services in India

2018 ◽  
Vol 5 (6) ◽  
pp. 2248
Author(s):  
Sudhir Chandra Joshi ◽  
Rita Joshi
Keyword(s):  
Health Care ◽  
Health Services ◽  
Rural Health ◽  
Health Care Providers ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Health Care Facilities ◽  
Medical Community ◽  
Care Providers

Background: Health services should be scientifically reviewed and researched continuously.. In 2017, at the occasion of completion of seven decades of the India's Independence, a self-funded “doctors' perception study project” was launched. Present paper is an outcome of this project which will soon be followed by similar projects involving other stakeholders of health care as well.Methods: Fifteen individual face to face in depth interviews (FFIDIs) and ten focus group discussions (FGDs) were conducted during the year 2017 among the junior level health care providers working at a rural health training center. Thematic (content) analysis method was used.Results: A big gap exists between the concept and its implementation. Several ‘people factors’ and ‘system factors’ emerged besides quite a few ‘contradictions’, ‘malpractices’ and ‘deficiencies’. Perceptions regarding various ‘priority domains’ for improvement, ‘needs’ and ‘strategies’ were also explored. The emphasis was on improving peoples’ awareness action and access; staff recruitment, health care facilities and patient referral.Conclusions: Access barriers are disastrous and devastating for the poor and the disabled. There is a close mutual relation among the various issues. Chaos is being allowed to exist in which there are irrational use of drugs, mushrooming of ‘quacks’ and diversion of resources from public to private sector. Addressing all the issues requires peoples’ awareness and action along with political and administrative vision and will. A different politics is needed. Introspection, internal reforms and more community engagement is expected from the medical community.

scholarly journals A Six Dimension Service Quality Measurement of Health Care Sectors

2019 ◽  
Vol 8 (2) ◽  
pp. 2714-2717
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Relative Weight ◽  
Quality Measurement ◽  
Past Research ◽  
Service Sectors ◽  
Health Care Service Providers

Out of all the service sectors, health care sector is one of the essential sectors. As the population is increasing day by day, there is lot of demand for the health care service providers from the birth to till the end of the breath of mankind. So, patients are looking towards the good healthcare service provider. This paper explains how to measure the service quality of health care sectors by using six dimensions based on the past research. They are safety and security, tangibles, responsiveness, assurance, empathy and reliability. Data was collected from the patients using a survey questionnaire. Factor analysis was done for the variable’s reliability and convergence validity. Relative weight analysis also carried out to determine the priority of the service quality dimensions

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