Measuring the Customer-Perceived Service Quality in Health Care Organization: A Case Study

2012 ◽  
Vol 14 (1) ◽  
pp. 27-41 ◽  
Author(s):  
Sunil C. D’Souza ◽  
A.H. Sequeira
Keyword(s):  
Health Care ◽  
Quality Of Care ◽  
Service Quality ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Services Marketing ◽  
Care Organization ◽  
Nursing Quality

In today’s highly competitive environment, health care organizations are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. While there has been a plethora of conceptual and empirical research regarding the many complexities involved in services marketing, few endeavours have been directed towards integrating the customer’s assessment into models to improve overall service quality. This article examines service quality through a case study of a health care organization in Mangalore, Karnataka, India with a tertiary health provision. The population consisted of patients aged 18–65 years and 45 patients were considered through a purposive sampling technique. The study basically started off using the grounded theory for patient of service quality and this exploration was enabled to formulate a hypothesis; to test the specific hypothesis, the descriptive approach was used. The grounded theory indentified service quality dimensions through open coding, axial coding and selective coding. The analysis was done for the assessment of overall service quality by ‘doctors’, ‘quality of care,’ ‘nursing quality of care’ and ‘operative quality of care’ and the proportion of statistically significant variance. The service quality in which operative quality of care yielded 79 per cent; doctor quality of care yielded 45.6 per cent; and nursing quality of care yielded 63.8 per cent of explanatory power.The results also indicated there is need to improve doctors’ care in the case of this organization. Service attributes related to this dimension requires management attention to improve the doctors’ care of quality. The article concludes by highlighting the dearth in services marketing research for service quality measurement through patient perspective in health care organizations.

Inclusion Is Important . . . But How Do I Include? Examining the Effects of Leader Engagement on Inclusion, Innovation, Job Satisfaction, and Perceived Quality of Care in a Diverse Nonprofit Health Care Organization

2019 ◽  
Vol 48 (4) ◽  
pp. 716-737 ◽  
Author(s):  
Kim C. Brimhall
Keyword(s):  
Job Satisfaction ◽  
Health Care ◽  
Quality Of Care ◽  
Health Care Organization ◽  
Perceived Quality ◽  
Care Organization ◽  
Employee Job Satisfaction ◽  
Perceived Quality Of Care ◽  
Nonprofit Leaders

Nonprofit leaders and managers are recognizing the benefits of creating inclusive organizations in which everyone feels valued and appreciated, yet little is known about how leaders can foster workplace inclusion. This study examined the relationships among leader engagement, inclusion, innovation, job satisfaction, and perceived quality of care in a diverse nonprofit health care organization. Data were collected at three points in 6-month intervals from a U.S. nonprofit hospital. Multilevel path analysis indicated significant direct associations between leader engagement, inclusion, and innovation. Innovation was directly linked to improved job satisfaction and perceived quality of care. Significant indirect effects were found from leader engagement to increased job satisfaction and perceived quality of care through increased climates for inclusion and innovation. Findings suggest that nonprofit leaders who engage others in critical organizational processes can help foster an inclusive climate that leads to increased innovation, employee job satisfaction, and perceived quality of care.

scholarly journals How can leadership influence the quality of care in a health-care organization?

2020 ◽  
Vol 7 (1) ◽  
pp. 19-22
Author(s):  
Li-Yuan Xing ◽  
Jing-Hui Song ◽  
Fan Yan
Keyword(s):  
Health Care ◽  
Organizational Culture ◽  
Quality Of Care ◽  
Work Environment ◽  
Effective Leadership ◽  
Health Care Organization ◽  
Care Organization ◽  
Leadership Influence

AbstractObjectiveThis study focuses on how leadership could influence the quality of care in a health-care organization.MethodsThe concept of leadership and quality are analyzed. In addition, issues concerning how leadership can influence quality of care through the effect on the organizational culture and the engagement of both nurses and patients are discussed.ResultsLeadership is the pivotal factor in the improvement of quality through the effect on the organizational culture and the engagement of both nurses and patients.ConclusionsLeadership can influence the quality of care directly and indirectly. The organization and the leaders should know the importance of effective leadership to a better work environment, facilitate the implementation of the new mode of nursing, and provide best services to the patients.

Benchmarking of the Maintenance Service in Health Care Organizations

2017 ◽  
pp. 1-25
Author(s):  
María Carmen Carnero
Keyword(s):  
Health Care ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Care Quality ◽  
Care Staff ◽  
Care Organization ◽  
Analytic Hierarchy ◽  
Maintenance Service ◽  
Hierarchy Process

The support services of health care organizations, such as maintenance, have not traditionally been considered important from the perspective of care quality. Nevertheless, the degree of excellence in maintenance significantly influences availability, maintenance costs and safety of facilities, medical equipment, patients and care staff. Thus, it would be of great importance for health care organizations to apply benchmarking to their maintenance processes, as do other processing companies, in order to determine the quality of maintenance provided, and compare it to other, similar, organizations. This would also allow all the continuous improvement processes to be controlled, and actions for radical improvement to be carried out by comparing performance with that of companies in other sectors. This chapter describes a multicriteria model integrating a fuzzy Analytic Hierarchy Process with utility theory to obtain a valuation for the Maintenance Service of a Health Care Organization over time.

scholarly journals Examining The Impact Of Sarbanes-Oxley On Non-Profit Health Care Organizations

2012 ◽  
Vol 10 (2) ◽  
pp. 69
Author(s):  
Caprina P. Beal ◽  
Thomas Griffin
Keyword(s):  
Health Care ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Care Organization ◽  
Font Size ◽  
Case Study Method ◽  
Non Profit ◽  
Sarbanes Oxley ◽  
The Impact

<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; mso-pagination: none;" class="MsoBodyText"><span style="font-size: 10pt;"><span style="font-family: Times New Roman;">This paper presented a proposal for research on how the Sarbanes-Oxley Act of 2002 impacts a non-profit health care organization. The research study follows a qualitative research method of the case study. In this study, the researcher presented a brief introduction of the SOX act and discussed the research data collected in the case study. Qualitative case study method was used for analysis.</span></span></p><span style="font-family: Times New Roman; font-size: small;"> </span>

L'intenzione di lasciare un'azienda ospedaliera: predittori a confronto

RISORSA UOMO ◽  
2009 ◽  
pp. 135-150
Author(s):  
Claudio Giovanni Cortese ◽  
Simona Ricotta ◽  
Laura Gerbaudo ◽  
Benedetto Violante
Keyword(s):  
Health Care ◽  
Organizational Citizenship ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Intention To Leave ◽  
Internal Communication ◽  
Care Organization ◽  
Communication Analysis ◽  
Considerable Problem

- Turnover is a considerable problem for health care organizations: therefore, literature dedicates special attention to intention to leave the workplace (ITL), identified as main antecedent of factual organizational turnover rate. The present study has the aim to analyze the relationship between ITL and some psychosocial variables influencing it. The research (N = 604) has been carried out in a North of Italy Health care organization. Multiple regression analysis shows ITL as influenced by: satisfaction for development opportunities, satisfaction for workload, and quality of internal communication. Analysis of variance shows significant differences in ITL depending on professional qualification and age. Considering these two variables together allows to identify some groups of the organizational population with higher risks of turnover.Keywords: health worker, hospital, intention to leave the workplace, job satisfaction, organizational citizenship.Parole chiave: personale sanitario, azienda ospedaliera, intenzione di lasciare l'azienda, soddisfazione lavorativa, cittadinanza organizzativa.

Quality Assurance to Quality Improvement: The Impact of the Agenda for Changes

1991 ◽  
Vol 2 (1) ◽  
pp. 82-89
Author(s):  
Joanne Moreland
Keyword(s):  
Health Care ◽  
Quality Improvement ◽  
Patient Care ◽  
Health Care Professionals ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Care Organization ◽  
Flow Monitoring ◽  
The Impact

Health care professionals are committed to the continual improvement of the quality of patient care. The Joint Commission on the Accreditation of Healthcare Organizations (JCAHO) has launched a major research and development project intended to improve its ability to evaluate health care organizations and encourage greater attention to the quality of daily patient care. This chapter describes JCAHO’s challenge to evaluate capability and performance of health care organizations and practitioners. The intent of JCAHO’s agenda for change is to focus on patient outcomes and quality improvement through a more precise and objective evaluation of both clinical and managerial performance. Through the agenda for change, JCAHO and the health care organization will participate in a continuous-flow monitoring system in which clinical and organizational data are transmitted from the field to JCAHO, analyzed, and fed back to the health care organization

scholarly journals Quality system for Medical laboratories

2015 ◽  
Vol 5 (9) ◽  
Author(s):  
Shiva Raj K.C.
Keyword(s):  
Health Care ◽  
Quality Of Care ◽  
Health Care Organization ◽  
Medical Laboratory ◽  
Care Organization ◽  
High Quality ◽  
Organizational System ◽  
Iso 15189 ◽  
Medical Laboratories

According to William Edwards Deming “Good quality does not necessarily mean high quality. Instead it means a predicable degree of uniformity and dependability at low cost with a quality suited to the market.” Whereas according to famous engineer and management consultant Joseph M. Juran quality is “fitness for purpose”. It should meet the customers’ expectations and requirements, should be cost effective.ISO began in 1926 as the International Federation of the National Standardizing Associations (ISA). The name, "ISO" was derived from the Greek word "isos" meaning "equal". (The relation to standards is that if two objects meet the same standard, they should be equal.) This name eliminates any confusion that could result from the translation of "International Organization for Standardization" into different languages which would lead to different acronyms.In health sector, quality plays pivotal role, as it is directly related to patient’s care. Earlier time, health service was simple, quite safe but ineffective. Now health care system is an organizational system with more complex processes to deliver care. Medical laboratory service is an integral part in patient’s management system. So, for everyone involved in the treatment of the patient, the accuracy, reliability and safety of those services must be the primary concerns. Accreditation is a significant enabler of quality, thereby delivering confidence to healthcare providers, clinicians, the medical laboratories and the patients themselves.ISO announced meeting in Philadelphia to form a technical committee to develop a new standard for medical laboratory quality. It took 7 years for the creation of a new Quality standard for medical laboratories. It was named as “ISO 15189” and was first published in 2003. The ISO has released three versions of the standard. The first two were released in 2003 and 2007. In 2012, a revised and updated version of the standard, ISO 15189:2012 (Medical laboratories – Requirements for quality and competence) was released. ISO 15189 is a globally recognized standard that help medical laboratories to develop their quality management systems and assess their competence. The standard is concerned with improving patient safety, risk mitigation and operational efficiency within medical laboratories, where they directly impact upon the continuum of care. To help it achieve this, ISO 15189 specifies quality criteria relating to both technical and managerial competence.Accreditation not only helps patients but also health care organization. It stimulates to seek for continuous improvement and enables the health care organization in demonstrating commitment to quality of care. Furthermore it raises community confidence in the services provided along with international recognition of services. Ultimately it increases revenue of the institution.Accreditation benefits all stake holders, patients/customers are the biggest beneficiary. It results in high quality of care and patients/customer safety as they get services by credentialed staff.Accreditation ensures that rights of patients are respected and protected and their satisfaction is regularly evaluated.Thus, Accreditation can be the single most important approach for improving the quality of health care structures. In an accreditation system, institutional resources, processes and outcome are evaluated continuously to ensure quality of services is maintained and improved on the basis of appropriated standards and regulatory requirements.

Using Employer Purchasing Power to Improve the Quality of Perinatal Care

PEDIATRICS ◽  
1999 ◽  
Vol 103 (Supplement_E1) ◽  
pp. 248-254 ◽  
Author(s):  
Anne G. Castles ◽  
Arnold Milstein ◽  
Cheryl L. Damberg
Keyword(s):  
Health Care ◽  
Quality Of Care ◽  
Health Care Services ◽  
Health Care Organizations ◽  
Perinatal Care ◽  
Quality Measurement ◽  
Quality Data ◽  
Purchasing Power ◽  
Care Services

Large employers have become increasingly involved in helping to set the agenda for quality measurement and improvement. Moreover, they are beginning to hold health care organizations accountable for their performance through marketplace incentives, including the public reporting of comparative quality data and the linkage of reimbursement to performance on quality measures. The Pacific Business Group on Health (PBGH) is an employer coalition that has been prominent in establishing models for collaborative quality measurement and improvement in the California marketplace. PBGH's involvement in quality stems from an environment in which purchasers were faced with high health care costs, yet virtually no information with which to assess the value their employees received from that care. Research indicating widespread variation in performance across health care organizations and seemingly limited oversight for quality of care within the industry has further motivated purchasers' efforts to better understand the quality of care being delivered to their em-ployees. Using the purchasing power of employers representing 2.5-million covered lives, PBGH endeavors to encourage the transition of the health care marketplace from one that competes solely on price to one that competes on price and quality. This entails collaborating with the health care industry to develop and publicly report valid performance data for use by both large employers and consumers of health care services. It also includes communicating to the marketplace purchasers' commitment to making purchasing decisions based on quality as well as cost. PBGH efforts to measure, report, and improve quality have been demonstrated by several undertakings in the perinatal care arena, including research to assess cesarean section rates and newborn readmission rates across California hospitals. employer coalition, purchaser, quality measurement, quality improvement, report cards, perinatal quality of care.

scholarly journals Patterns of Patients’ Interactions With a Health Care Organization and Their Impacts on Health Quality Measurements: Protocol for a Retrospective Cohort Study (Preprint)

2018 ◽  
Author(s):  
Arriel Benis ◽  
Nissim Harel ◽  
Refael Barak Barkan ◽  
Einav Srulovici ◽  
Calanit Key
Keyword(s):  
Health Care ◽  
Data Analysis ◽  
Communication Channel ◽  
Clustering Algorithm ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Communication Channels ◽  
Care Organization ◽  
Care Providers ◽  
Different Types

BACKGROUND Data collected by health care organizations consist of medical information and documentation of interactions with patients through different communication channels. This enables the health care organization to measure various features of its performance such as activity, efficiency, adherence to a treatment, and different quality indicators. This information can be linked to sociodemographic, clinical, and communication data with the health care providers and administrative teams. Analyzing all these measurements together may provide insights into the different types of patient behaviors or more accurately to the different types of interactions patients have with the health care organizations. OBJECTIVE The primary aim of this study is to characterize usage profiles of the available communication channels with the health care organization. The main objective is to suggest new ways to encourage the usage of the most appropriate communication channel based on the patient’s profile. The first hypothesis is that the patient’s follow-up and clinical outcomes are influenced by the patient’s preferred communication channels with the health care organization. The second hypothesis is that the adoption of newly introduced communication channels between the patient and the health care organization is influenced by the patient’s sociodemographic or clinical profile. The third hypothesis is that the introduction of a new communication channel influences the usage of existing communication channels. METHODS All relevant data will be extracted from the Clalit Health Services data warehouse, the largest health care management organization in Israel. Data analysis process will use data mining approach as a process of discovering new knowledge and dealing with processing data extracted with statistical methods, machine learning algorithms, and information visualization tools. More specifically, we will mainly use the k-means clustering algorithm for discretization purposes and patients’ profile building, a hierarchical clustering algorithm, and heat maps for generating a visualization of the different communication profiles. In addition, patients’ interviews will be conducted to complement the information drawn from the data analysis phase with the aim of suggesting ways to optimize existing communication flows. RESULTS The project was funded in 2016. Data analysis is currently under way and the results are expected to be submitted for publication in 2019. Identification of patient profiles will allow the health care organization to improve its accessibility to patients and their engagement, which in turn will achieve a better treatment adherence, quality of care, and patient experience. CONCLUSIONS Defining solutions to increase patient accessibility to health care organization by matching the communication channels to the patient’s profile and to change the health care organization’s communication with the patient to a highly proactive one will increase the patient’s engagement according to his or her profile. INTERNATIONAL REGISTERED REPOR RR1-10.2196/10734

Model for Assessment of Environmental Responsibility in Health Care Organizations

2018 ◽  
pp. 3131-3143 ◽  
Author(s):  
María Carmen Carnero
Keyword(s):  
Health Care ◽  
Environmental Sustainability ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Environmental Responsibility ◽  
Care Organization ◽  
Sustainable Business ◽  
Waste Production ◽  
Order Preference ◽  
Multicriteria Assessment

Sustainability is considered a paradigm for businesses in the 21st Century. Despite this, the existing tools for helping to introduce strategies and manage activities to promote sustainable business are few. These deficiencies become more important in Health Care Organizations owing to its particular conditions of resource consumption and waste production. It is, therefore, essential to have objective tools to assist in monitoring environmental sustainability in this type of organization. This Chapter therefore sets out a multicriteria assessment system constructed by extension to a fuzzy environment of the Technique for Order Preference by Similarity to Ideal Situation (TOPSIS), to assess the environmental responsibility of a Health Care Organization. This model allows joint evaluation of a significant number of decision criteria. The aim is to provide a hospital with a model which is easy to apply, with criteria specific to health care, and which allows its responsibility with regard to the environment to be monitored over time. The model has been used in a Public Hospital.

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