Healthcare vouchers for better elderly services? Input from private healthcare service providers in Hong Kong

2020 ◽  
Author(s):  
Valerie Lai‐Hei Fung ◽  
Angel Hor‐Yan Lai ◽  
Carrie Ho‐Kwan Yam ◽  
Eliza Lai‐Yi Wong ◽  
Sian M. Griffiths ◽  
...  
Keyword(s):  
Hong Kong ◽  
Healthcare Service ◽  
Service Providers ◽  
Private Healthcare

Hospital healthcare service quality, patient satisfaction and loyalty

2018 ◽  
Vol 35 (6) ◽  
pp. 1195-1214 ◽  
Author(s):  
Taqdees Fatima ◽  
Shahab Alam Malik ◽  
Asma Shabbir
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Service Providers ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Content Type ◽  
Private Healthcare ◽  
Patient Loyalty

Purpose The purpose of this paper is to explain the patients’ views towards private healthcare service providers. The study focussed on hospital service quality and analysed the relative significance of quality measurements in anticipating the patients’ satisfaction and loyalty. The mediating role of patient satisfaction is assessed between quality of hospital healthcare services and patient loyalty. Design/methodology/approach A total 611 patients (both indoor and outdoor) participated in a questionnaire survey from the six private hospitals of capital city, Islamabad, Pakistan. Data were analysed through descriptive statistics, common method variance, reliability, correlation and regression in order to investigate customer perceived service quality and how the quality of services stimulates loyalty intentions towards private service suppliers. Findings Findings depict that private healthcare service providers are attempting to deliver well improved healthcare services to their customers. Results confirmed that better quality of healthcare services inclines to build satisfaction and loyalty among patients. The healthcare service quality aspects (i.e. physical environment, customer-friendly environment, responsiveness, communication, privacy and safety) are positively related with patient loyalty which is mediated through patient satisfaction. Practical implications Findings will help the hospital managers to articulate effective strategies in order to ensure superior quality of healthcare services to patients. The study will induce hospital management to deliver attentions towards the quality of private healthcare service systems and improvements towards the deficient healthcare services. Furthermore, the study will present a clear picture of patient’s behavioural attitudes; satisfaction and loyalty intentions towards the quality of healthcare services. Originality/value The study provides the views and perceptions of patients towards the quality of healthcare services. The healthcare service quality dimensions, i.e., physical environment, customer-friendly environment, responsiveness, communication, and privacy and safety were assessed. Hospital healthcare service quality was examined in order to find out its effect on patient satisfaction and patient loyalty.

Patient satisfaction constructs

2015 ◽  
Vol 28 (8) ◽  
pp. 841-854 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Aahad M Osmangani
Keyword(s):  
Healthcare Service ◽  
Design Methodology ◽  
Service Providers ◽  
Cross Sectional Study ◽  
Business Practices ◽  
Cross Sectional ◽  
Content Type ◽  
Private Healthcare ◽  
Healthcare Efficiency ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the five-factor structure of patients’ satisfaction constructs toward private healthcare service providers. Design/methodology/approach – This research is a cross-sectional study. A questionnaire-based survey was conducted with previous and current Bangladeshi patients. Exploratory factor analysis was employed to extract the underlying constructs. Findings – Five underlying dimensions that play a significant role in structuring the satisfaction perceived by Bangladeshi private healthcare patients are identified in this study. Practical implications – The main contribution of this study is identifying the dimensions of satisfaction perceived by Bangladeshi patients regarding private healthcare service providers. Originality/value – Healthcare managers adopt the five identified underlying construct items in their business practices to improve their respective healthcare efficiency while ensuring overall customer satisfaction.

Equating the expected and perceived service quality

2017 ◽  
Vol 34 (8) ◽  
pp. 1295-1317 ◽  
Author(s):  
Asma Shabbir ◽  
Shahab Alam Malik ◽  
Saquib Yusaf Janjua
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Healthcare Services ◽  
Public And Private ◽  
Content Type ◽  
Perceived Service Quality ◽  
Private Healthcare

Purpose The purpose of this paper is to investigate patients’ views toward the perceived service quality of public and private healthcare service providers. Determinants of healthcare service quality were compared by carrying out a GAP analysis to equate perceived and expected services and examined differences in the service quality. Design/methodology/approach The study sample comprises 310 inpatients of public and private healthcare service providers. Self-administered questionnaires were used along a five-point Likert scale and analyzed through the Statistical Package for Social Sciences. GAP analysis was used to observe the difference between expectations and perceived service quality. Findings A cross-sectional study revealed significant quality gaps between the expected and perceived services of public and private healthcare service providers; conversely patients’ expectations are not fully met in both types of hospitals. Private hospitals surpassed in terms of overall perceived service quality from their counterparts. Perceived services were found better in terms of physician medical services in public sector hospitals, while rooms and housekeeping services were found better in terms of private sector hospitals. Practical implications The result can be used by both public and private healthcare service providers to restructure their quality management practices which could only be possible through effective management commitment, regular patients’ feedback and translucent complaint procedures. Originality/value The study conceptualizes the expected and perceived hospital service quality dimensions as an eight-dimensional framework. A comparison between public and private sector hospitals is made to get a better understanding about the differences in the perceived healthcare services among two sectors. Consequences of the study will aid hospital managers and policy makers to get a fuller picture of healthcare services in order to contrive enhancement practices.

Health Care Services and EU Competition Law

2020 ◽  
Author(s):  
Okeoghene Odudu
Keyword(s):  
Market Power ◽  
Healthcare Service ◽  
Health Care Services ◽  
Service Providers ◽  
Competition Law ◽  
Healthcare Services ◽  
System Matrix ◽  
Member States ◽  
Eu Member States ◽  
Care Services

This chapter investigates how, within a number of European Union (EU) Member States, competition law has been used to address problems of market power in the healthcare services sector. It summarizes the relevant EU and national competition laws and considers the experience of applying those laws to providers of healthcare services. The chapter is chiefly concerned with healthcare services in England, although examples are drawn for other EU Member States. Examination of the English experience provides a view of the use of competition law to address market power problems in most elements of the health system matrix. The chapter then considers three challenges that emerge from that experience of using competition law to address problems of market power in healthcare service markets. The first challenges the applicability of competition law to healthcare service providers operating in each or every element of the healthcare system matrix. The second, accepting applicability, questions the appropriateness of the substantive rules to healthcare services. The third, a battle of authority and autonomy, considers whether decisions made by healthcare service providers should be subject to external review and the type of review that competition law offers.

Hong Kong Securities and Futures Commission (SFC) highlights operating, control and compliance deficiencies in asset management industry

2018 ◽  
Vol 19 (1) ◽  
pp. 63-68 ◽  
Author(s):  
Anne-Marie Godfrey
Keyword(s):  
Hong Kong ◽  
Asset Management ◽  
Service Providers ◽  
Governance Structures ◽  
Investment Fund ◽  
Extensive Experience ◽  
Investment Funds ◽  
Content Type ◽  
Best Execution ◽  
Asset Managers

Purpose To examine the nine common areas of non-compliance in managing investment funds and discretionary accounts, detailed in a Hong Kong Securities and Futures Commission (SFC) circular dated September 15, 2017, directed at SFC-licensed asset managers. Design/methodology/approach Discusses a July 2017 circular indicating the SFC’s general concerns and analyzing the following nine common areas of non-compliance cited in the September 15, 2017 circular: (1) inappropriate receipt of cash rebates giving rise to apparent conflicts of interests, (2) failure to follow investment-suitability and discretionary account mandates during solicitation, (3) failure to implement liquidity-risk management processes, (4) deficiencies in governance structures and fair-valuation procedures, (5) deficiencies in systems for ensuring best execution, (6) failure to safeguard fair order allocation, (7) inadequate controls for protection of client assets, (8) inadequate systems to comply with investment restrictions, and (9) inadequate safeguards to address market misconduct risk. Findings The nine examples of non-compliance provide a useful insight into key “problem areas” indicated to currently be of particular concern to the SFC. Practical implications All SFC-licensed asset managers would be well advised to revisit their internal governance structures and operational policies and procedures in order to ensure that they are compliant with applicable standards and requirements. Originality/value Practical guidance from a lawyer with extensive experience advising investment managers and advisers, fund administrators, trustees and other fund service providers on investment fund-related issues.

Tight budget constraints and the absence of strategic planning

Facilities ◽  
2016 ◽  
Vol 34 (7/8) ◽  
pp. 380-393 ◽  
Author(s):  
Huiying Hou ◽  
Daniel C.W. Ho ◽  
Jacky K.H. Chung ◽  
Kelwin K.W. Wong
Keyword(s):  
Hong Kong ◽  
Strategic Planning ◽  
Qualitative Data ◽  
Service Providers ◽  
Facilities Management ◽  
Budget Constraints ◽  
Group Discussions ◽  
Service Outsourcing ◽  
Content Type ◽  
Coding Method

Purpose This paper aims to identify the factors that affect facilities management (FM) service outsourcing. Design/methodology/approach Five focus group discussions (FGDs) were conducted for this study. A total of 25 professional FM managers were invited to participate in the FGDs. The qualitative data collected from the FGDs were analysed with the coding method. Findings FM managers commonly regard that tight budget constraints and the absence of strategic planning are two important factors that affect FM service outsourcing. Tight budget constraints reflect that clients control their service providers by constraining budgets, which creates a series of inefficiencies in the outsourcing process and thus lead to adverse outsourcing relationships. A series of strategies are recommended to deal with the challenges posed by budget constraints and the lack strategic planning. Research limitations/implications Twenty-five Hong Kong-based FM managers were interviewed for this study. The empirical data collected mainly reflects FM service outsourcing in Hong Kong. It is important to test the findings with a bigger group of FM managers from other regions. Originality/value The managerial significance of FM service outsourcing has not yet been valued in practice. This study draws academic attention to FM service outsourcing practice and provides practical opinions from FM managers. Also, this study adopts the FGD method in data collection, which extracts to a maximum degree of authentic opinions from practitioners.

Service quality in public health clinics: perceptions of users and health professionals

2017 ◽  
Vol 30 (8) ◽  
pp. 680-692 ◽  
Author(s):  
Domingos Fernandes Campos ◽  
Rinaldo Bezerra Negromonte Filho ◽  
Felipe Nalon Castro
Keyword(s):  
Public Health ◽  
Service Quality ◽  
Health Professionals ◽  
Healthcare Service ◽  
Service Providers ◽  
Public Health Services ◽  
Content Type ◽  
Health Clinics ◽  
Public Health Clinics ◽  
The City

Purpose The purpose of this paper is to investigate the expectations and quality gaps in services provided at city public health clinics in the city of Natal, Brazil, from the perspective of patients and healthcare service providers. Design/methodology/approach The research sample consisted of 1,200 patients who used public health services and 265 providers – doctors, nutritionists, physiotherapists, psychologists, pharmacists and managers at three health clinics in the city of Natal, Brazil. A scale with 25 health service attributes was used in data collection. Summary statistics and t-test were used to analyze the data. Findings The results show that the providers think that users have lower levels of expectations than those indicated by the users in all attributes. Providers and users have the most approximate insights into what attributes are considered most important: explanations, level of knowledge and attention dispensed by health professionals. Users and providers perceived similar quality gaps for most of the attributes. The gaps were statistically the same, when comparing the mean quality shortcomings by means of a Student’s test, considering a significance level of 5 percent, obtained independently by the manifestation of users and providers. Research limitations/implications The results reveal only a photograph of the moment. The study did not consider the differences that may exist between groups with different income levels, genders or age groups. A qualitative study could improve the understanding of the differences and coincidences of the diverse points of views. A more advanced research could even study possibilities so that health managers could promote changes in the service, some of them low cost, as the health professionals training for contact with patients. Practical implications The evaluation of the service quality complemented by the matrix of opportunities, importance × quality gaps generates information to help make decisions in the rational allocation of available resources and improvement of the quality of the service delivered to patients. Besides, it offers a focus to prioritize specific actions. Originality/value It is important to compare the perceptions of service quality between patients and the healthcare service providers who work in direct contact with them. The managers can smooth out these differences and ensure, over time, customer satisfaction. In this study, providers were asked to express what they think about the expectations of patients and about their own service performance delivered. Thus, not only the traditional gap 5 was measured, but it was also possible to evaluate the distance between what providers think that patients need and their actual needs.

Customer Value Dimensions in E-Healthcare Services

2018 ◽  
pp. 42-55
Author(s):  
Kirsti Lindberg-Repo ◽  
Apramey Dube
Keyword(s):  
Value Creation ◽  
Service Provision ◽  
Customer Value ◽  
Healthcare Service ◽  
Service Providers ◽  
Healthcare Services ◽  
Limited Attention ◽  
Customer Expectations ◽  
Temporal Aspect ◽  
Narrative Techniques

Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.

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