Participants’ Perspectives on Healthcare Service Quality in Multispecialty Hospitals: A Qualitative Approach

2020 ◽  
Vol 22 (3) ◽  
pp. 446-465
Author(s):  
Raghav Upadhyai ◽  
Arvind K. Jain ◽  
Hiranmoy Roy ◽  
Vimal Pant
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
A Priori ◽  
Professional Services ◽  
Snowball Sampling ◽  
Structured Interviews ◽  
Analysis Technique ◽  
Template Analysis ◽  
One Year

Professional services like healthcare operate with high degree of information asymmetry, where usually the seeker of service lacks knowledge and skills, and as a result, they cannot evaluate the benefits. Alternative indicators in the service delivery are sought by the seekers to bring evenness in their evaluation, which might not be reflective of providers’ perspectives of care. This study attempts to explore perspectives of both the participants in healthcare service delivery in multispecialty hospital settings. Semi-structured interviews were conducted using snowball sampling with doctors, paramedical staff and managers in multispecialty hospitals and patients and their attendants who have visited the same set of hospitals during past one year. The narratives of the respondents based on a priori interview themes were converted into textual data. Template analysis technique was used to thematically analyse and present the results. Differing accounts of two participants emerged out of the analysis and a gap between providers’ and seekers’ perspectives of each other’s expectations and perceptions of performance was observed. This study is a novel attempt to simultaneously account for both the participants’ perspectives to present a holistic picture rather than a one-sided view of healthcare service quality.

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

scholarly journals The perception of ostomized patients with colorectal cancer regarding their quality of life

Rev Rene ◽  
2020 ◽  
Vol 21 ◽  
pp. e43946
Author(s):  
Luan Monteiro Macêdo ◽  
Viviane Mamede Vasconcelos Cavalcante ◽  
Manuela de Mendonça Figueirêdo Coelho ◽  
Stéphannie Lynne Torres Costa Ramos ◽  
Débora Lira Correia ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Colorectal Cancer ◽  
A Priori ◽  
Emotional Impact ◽  
Structured Interviews ◽  
Analysis Technique ◽  
The Social ◽  
Treatment Data ◽  
Environmental Adaptations

Objective: to understanding the perception of ostomized patients affected by colorectal neoplasms regarding their quality of life. Methods: qualitative research, with 15 patients in outpatient treatment. Data collected through semi-structured interviews. To organize and present data, the content analysis technique was used. Data were interpreted according to the social phenomenology of Alfred Schutz. Results: three thematic categories emerged: Quality of life: social, psychic, and spiritual influences; Personal and environmental adaptations considering the new reality; and Complications of living with an ostomy. Conclusion: patients with ostomies resulting from colorectal cancer, in general, have variations in the way they perceive their quality of life. In the physical domain, they consider the device to be vital in the treatment, but it generated, a priori, social isolation, due to embarrassment, requiring them to adapt to the new reality as to diminish its emotional impact, which frequently presents in the form of sadness and non-acceptance.

scholarly journals Interprofessional education in a rural community: the perspectives of the clinical workplace providers

2016 ◽  
Vol 8 (3) ◽  
pp. 210 ◽  
Author(s):  
Kelly Pelham ◽  
Margot A. Skinner ◽  
Patrick McHugh ◽  
Susan Pullon
Keyword(s):  
Interprofessional Education ◽  
Time Pressure ◽  
Interprofessional Collaboration ◽  
A Priori ◽  
Health Providers ◽  
Structured Interviews ◽  
Health Care Outcomes ◽  
Template Analysis ◽  
Clinical Workplace ◽  
Maori Health

ABSTRACT INTRODUCTION Interprofessional education is internationally recognised as a key element in preparing a collaborative practice-ready health workforce, for improving health care outcomes and patient-centred practice. The Tairāwhiti interprofessional education (TIPE) programme was introduced in 2012 in a rural area with a high Māori population. Students from seven health professions: dentistry, dietetics, medicine, nursing, occupational therapy, pharmacy and physiotherapy participated in clinical rotations as well as working in Māori communities with Māori health providers. AIM The primary aim was to retrospectively investigate clinical workplace providers’ perspectives on their participation in the TIPE project over its first 3 years. METHODS Face-to-face, semi-structured interviews were completed with 16 clinical workplace providers involved in TIPE. A qualitative approach using template analysis methodology and a priori themes was used to identify predominant themes from the providers’ perspectives. RESULTS All 16 providers reported positive experiences during their involvement in TIPE and wished to continue with this educational model. Benefits described included greater interprofessional collaboration at the workplace; improved engagement between students and providers; enhanced patient-centred care, particularly with Māori and whānau; and positive outcomes from community projects undertaken by the students. Although providers acknowledged additional costs on time, pressure on staff and extra workloads, all confirmed that the benefits from the project far outweighed the costs. CONCLUSION From the providers’ perspectives, the TIPE project met its objectives. Furthermore, providers noted several students had re-located back to Tairāwhiti to work as health professionals, which suggests that investment in TIPE adds long-term value to the community.

scholarly journals Teacher Attrition: The Former Teachers’ Perspectives in the Bhutanese Context

2020 ◽  
pp. 32-41
Author(s):  
Chencho Wangchuk ◽  
Jigme Dorji
Keyword(s):  
Teacher Attrition ◽  
Structured Interviews ◽  
Written Responses ◽  
Qualitative Research Design ◽  
Analysis Technique ◽  
Two Measures ◽  
Social Capitals ◽  
Former Teachers ◽  
One Year ◽  
Teachers Perspectives

Aims: To examine why professional teachers leave teaching and what measures the stakeholders could adopt to retain them. Study Design: A qualitative research design. Place and Duration of Study: It was conducted in Bhutan, and it took one year. Methodology: Data were collected from 15 former teachers through semi-structured interviews and written responses to open-ended questionnaires. Qualitative data were analyzed using directed content analysis technique. Findings: Analyses of the data revealed four findings. They are human, social, structural, and psychological capitals. However, as structural and psychological capitals were either the cause or the result of human and social capitals, the findings were subsumed into human and social capitals. Conclusions: This study examined reasons for teacher attrition from the perspective of former teachers. Based on the analyses of the data, two measures are suggested for teacher retention. These measures are renovating or building new physical structures and revamping leadership selection procedures.

scholarly journals Integrated psychosocial, economic strengthening, and clinical service-delivery to improve health and resilience of adolescents living with HIV and their caregivers: Findings from a prospective cohort study in Zambia

PLoS ONE ◽  
2021 ◽  
Vol 16 (1) ◽  
pp. e0243822
Author(s):  
Joseph G. Rosen ◽  
Lyson Phiri ◽  
Mwelwa Chibuye ◽  
Edith S. Namukonda ◽  
Michael T. Mbizvo ◽  
...  
Keyword(s):  
Cohort Study ◽  
Service Delivery ◽  
Prospective Cohort Study ◽  
Prospective Cohort ◽  
Retention Rate ◽  
Good Health ◽  
Structured Interviews ◽  
One Year ◽  
Living With Hiv ◽  
Economic Strengthening

Background Children and youth are profoundly impacted groups in Zambia’s HIV epidemic. To evaluate delivery of integrated psychosocial, economic strengthening, and clinical services to HIV-affected households through the Zambia Family (ZAMFAM) Project, a prospective cohort study compared socio-economic, psychosocial, and health outcomes among ZAMFAM beneficiaries to non-beneficiaries. Methods In July–October 2017, 544 adolescents living with HIV (ALHIV) aged 5–17 years and their adult caregivers were recruited from Central (ZAMFAM implementation sites) and Eastern (non-intervention sites) Provinces. Structured interviews at baseline and one-year follow-up assessed household characteristics, socio-economic wellbeing, and health service utilization. Poisson regression with generalized estimating equations measured one-year changes in key health and socio-economic indicators, comparing ZAMFAM beneficiaries to non-beneficiaries. Results Overall, 494 households completed two rounds of assessment (retention rate: 91%) Among ALHIV, improvements in current antiretroviral therapy use over time (Adjusted Prevalence Rate Ratio [aPRR] = 1.06, 95% Confidence Interval [95% CI]: 1.01–1.11) and reductions in non-household labor (aPRR = 0.44, 95% CI: 0.20–0.99) were significantly larger among ZAMFAM beneficiaries than non-beneficiaries. For caregivers, receiving ZAMFAM services was associated with significant reductions in HIV-related stigma (aPRR = 0.49, 95% CI: 0.28–0.88) and perceived negative community attitudes towards HIV (aPRR = 0.77, 95% CI: 0.62–0.96). Improvements in caregiver capacity to pay for unexpected (aPRR = 1.54, 95% CI: 1.17–2.04) and food-related expenses (aPRR = 1.48, 95% CI: 1.16–1.90), as well as shared decision-making authority in household spending (aPRR = 1.41, 95% CI: 1.04–1.93) and self-reported good or very good health status (aPRR = 1.46, 95% CI: 1.14–1.87), were also significantly larger among ZAMFAM beneficiaries. Conclusions Significant improvements in caregivers’ financial capacity were observed among households receiving ZAMFAM services, with few changes in health or wellbeing among ALHIV. Integrated service-delivery approaches like ZAMFAM may yield observable socio-economic improvements in the short-term. Strengthening community-based delivery of psychosocial and health support to ALHIV is encouraged.

scholarly journals DRIVERS, INHIBITORS AND IMPLICATIONS OF EFFECTIVE COMPLAINT MANAGEMENT AMONG HEALTHCARE INSTITUTION IN AN EMERGING ECONOMY: A CASE OF THE UNIVERSITY OF GHANA HOSPITAL.

2021 ◽  
Vol 1 (2) ◽  
pp. 1-18
Author(s):  
Joseph Acheampong ◽  
Kwame Domfeh
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Leadership Style ◽  
Customer Loyalty ◽  
Healthcare Service ◽  
Qualitative Methodology ◽  
Service Providers ◽  
Customer Retention ◽  
Structured Interviews ◽  
Complaint Management

Purpose: Complaint Management (CM) is significant in improving the quality of healthcare service delivery. There is a dearth of knowledge regarding CM in healthcare service in Ghana. This paper aims at exploring the drivers, inhibitors, implications and influence of leadership on effective CM in healthcare service delivery. Methodology: A qualitative methodology was used. Data were collected through in-depth semi-structured interviews with 20 purposively selected informants. Data were transcribed and analysed thematically. Findings: The evidence suggests that there are some notable drivers, inhibitors, and implications of CM in healthcare service delivery. The study found that customer complaint, customer satisfaction, customer feedback, customer loyalty, customer retention, quality assurance, competitive advantage, compensation, culture, and speedy recovery are the drivers to effective CM in healthcare service delivery. However, regarding the factors that inhibit effective CM in healthcare service delivery, the study found insufficient skilled personnel, inadequate technology, lack of infrastructure, inadequate resources/funds and lack of oversight responsibility or control, lack of accountability, unresponsiveness, and unacceptance of mistakes/complaint. The study provides insight that effective CM has significant implications on customer satisfaction, customer loyalty, customer retention/commitment, institutional reputation/image, organisational performance, profitability, and good staff attitude. The results of the research corroborate the perception that leadership style influences the effectiveness of CM in healthcare service delivery. Recommendation: The study strongly recommend the establishment of CM department with the requisite logistics and accessories to promote effective handling of complaint. Additionally, it endorses training programmes on building strategies to enhance effective CM which will go a long way toward allowing service providers to form strong emotional bonds with their patients. The focus of such a program should be on instilling in frontline staff who deal with disgruntled/dissatisfied customers the necessity of adopting the study's findings into their complaint handling process.

Improving healthcare service quality through performance management

2019 ◽  
Vol 32 (3) ◽  
pp. 477-492
Author(s):  
Denise M. Kennedy ◽  
Christopher T. Anastos ◽  
Michael C. Genau
Keyword(s):  
Service Quality ◽  
Performance Management ◽  
Healthcare Service ◽  
Qualitative Inquiry ◽  
Service Performance ◽  
Structured Interviews ◽  
Content Type ◽  
Individual Feedback ◽  
The Usa ◽  
Service Standards

Purpose Healthcare service quality in the USA has gained importance under value-based payment models. Providing feedback to front-line staff is a vital component of managing service performance, but complex organizational dynamics can prevent effective communication. This work explored the performance management of appointment desk staff at Mayo Clinic Arizona, identified barriers to effective management and sought to standardize the process for monitoring service performance. Design/methodology/approach Multiple data sources, including qualitative inquiry with 31 employees from the primary care and surgery departments, were used. The research was conducted in two phases – facilitated roundtable discussions with supervisors and semi-structured interviews with supervisors and staff six months after implementation of service standards. Participants were probed for attitudes about the service standards and supervisor feedback after implementation. Findings While all staff indicated a positive work environment, there was an unexpected and pervasive negative stigma surrounding individual feedback from one’s supervisor. Half the participants indicated there had been no individual feedback regarding the service standards from the supervisor. Presenting service standards in a simple, one-page format, signed by both supervisor and the patient service representative (PSR), was well received. Originality/value Combining rapid-cycle quality improvement methodology with qualitative inquiry allowed efficient development of role-specific service standards and quick evaluation of their implementation. This unique approach for improving healthcare service quality and identifying barriers to providing individual feedback may be useful to organizations navigating a more value- and consumer-driven healthcare market.

The Quality Of Service Delivery In Zimbabwean Urban Councils: A Case Study Of Bindura Municipality 2009 To 2011.

2012 ◽  
Vol 5 ◽  
Author(s):  
Denhere Webster ◽  
Tafirei Felex ◽  
Onias Zivanai ◽  
Muchingami Lovemore
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Service Delivery ◽  
Survey Design ◽  
Management Strategies ◽  
Total Quality ◽  
Structured Interviews

The study sought to assess the quality of service delivery in Zimbabwean urban councils using Bindura Municipality as a case study. The objectives of the study were to establish the levels of service quality, determine the challenges that hindered quality service delivery, analyse the service quality management strategies and propose suitable strategies Bindura municipality can adopt to enhance service quality delivery.A descriptive survey design was used and questionnaires and structured interviews were used as data collection instruments. A sample of 300 householdswas drawn from the municipality rate payers’ data base. The population was stratified into low, medium and high density residents. Systematic random sampling was used to draw the participants in each stratum. Ten interviews were conducted with senior management using convenience sampling and documentary evidence was generated from menus, minutes and reports. The major findings were that the quality of service delivery was generally poor. This was mainly attributed to inadequate and disintegrated service delivery and management strategies. In addition human resource issues, poor governance structures and political interferences were causes of concern. It was concluded that the quality of service delivery by Bindura Municipality fell far short of residents’ expectations.The study recommended that for effective service delivery the municipality should among other strategies, adopt blue printing and total quality management. 

A qualitative approach to automated motels: a rising issue in South Korea

2018 ◽  
Vol 30 (7) ◽  
pp. 2622-2636 ◽  
Author(s):  
Hyojin Kim ◽  
Byung-Gook Kim
Keyword(s):  
Data Collection ◽  
Hotel Industry ◽  
Structured Interviews ◽  
Content Type ◽  
Data Collection Methods ◽  
Individual Privacy ◽  
Analysis Technique ◽  
Template Analysis ◽  
Group Interviews ◽  
Collection Methods

Purpose Apart from a few negative social effects of automated motels, this study aims to represent the first attempt to examine why consumers visit automated motels in Korea and how they feel about them using a qualitative research method. Design/methodology/approach To secure the validity of the data, a triangulation method which applied three data collection methods was used. Semi-structured interviews, focus group interviews, participatory online observation and template analysis, as data collection methods and an analysis technique were conducted. Findings Findings indicate that the main purposes of visiting these motels are for affairs and other sexual experiences, while there are also other major objectives such as individual privacy and business trips. Key determinants found in the analyses are anonymity, the room rate and more thematic factors. Research limitations/implications Given the rising issue that there is a rapid growth in the market for automated motels beyond perceived negative images, those in the hospitality industry should devote attention to effective alternatives such as focusing on the inherent purpose of lodging with many other conveniences as well. For future studies, developing an instrument, investigating perspectives of the automated motel providers and comparing with research on automated hotels conducted in European countries are necessary. Practical implications This study provides some of the strengths of automated motels such as the assurance of anonymity during tourists’ stay and automated payment method in the parking garage that apply to the Korean middle-scale hotel industry. As the sector of automated motels provides favorable profit for the owners and the Korean hotel industry around Seoul always runs short of hotel provisions, this study implies that the governments and administrations should find a solution to replace the regular lodging group of automated motels with a category of tourist hotels. Originality/value Although there is unusual popularity and a considerably growing number of automated motels in Korea, scant research has been conducted relative to automated motels. Despite difficulty in debating the current issue of automated motels, this study, as the first pioneering research on automated motels in Korea, endeavored to address this issue and discuss its social and political implications based upon the findings.

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