Construction and validation of public healthcare service quality model - an empirical study of Indian public healthcare facilities in digital era

2020 ◽  
Vol 6 (6) ◽  
pp. 893
Author(s):  
Satendra Kumar ◽  
Hiren Patel ◽  
Rupal Khambhati
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Healthcare Service ◽  
Public Healthcare ◽  
Quality Model ◽  
Healthcare Facilities ◽  
Digital Era

Assessment of Healthcare Service Quality

2020 ◽  
pp. 271-291
Author(s):  
Segufta Dilshad ◽  
Afsana Akhtar ◽  
S. S. M. Sadrul Huda ◽  
Nandeeta Samad
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Research Approach ◽  
Healthcare Facilities ◽  
Level Of Satisfaction ◽  
Related Quality ◽  
Private And Public

The service quality measurement of healthcare services is always a big concern for the hospitals, patient rights activists, regulators, and general patients. This study deals with quality assessment of healthcare facilities concerning the private and public health facilities of Dhaka, Bangladesh. This study follows the survey research approach. Using the purposive sampling method, the individuals have been selected from households who have received healthcare services from public or private hospitals of Dhaka city in last year. The study collected data among 410 respondents. Standard statistical software (i.e., SPSS and STATA) have been used to analyze the data. This study confirms existing evidence that Bangladeshi patients have a growing concern with lower level of satisfaction in public healthcare services. The respondents faced multi-dimensional problems, characterized by a low level of overall service quality, interpersonal service quality, and technical or treatment-related quality at public hospitals. Further research is recommended to analyze the issues further.

scholarly journals ASSESSING THE LEVEL OF PATIENT SATISFACTION ON PUBLIC HEALTHCARE FACILITIES IN SOUTH AFRICAN

2020 ◽  
Vol 8 (4) ◽  
pp. 172-181
Author(s):  
Ephrem Habtemichael Redda ◽  
Jhalukpreya Surujlal
Keyword(s):  
South Africa ◽  
Patient Satisfaction ◽  
South African ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Healthcare ◽  
Healthcare Provision ◽  
Healthcare Facilities ◽  
The Public ◽  
Ethnic Grouping

Purpose of study: The purpose of this study was to assess patient satisfaction levels within South African public healthcare facilities. The influence of gender and ethnic grouping (race) perceptions of satisfaction of healthcare services was investigated. Methodology: The study followed a cross-sectional research design and a quantitative research method. The data was collected as part of the General Household Survey in 2018 by Statistics South Africa (the national statistics service of South Africa). Descriptive statistics and cross-tabulation were performed to address the research objectives of the study. Main findings: The results show that the majority of the patients who participated in the survey are satisfied with the public healthcare service they received. The leading provinces that achieved very satisfied patients are Limpopo, the Eastern Cape, Mpumalanga, KwaZulu-Natal, and Gauteng. Applications of the study: The study is important in many ways as it highlights the discrepancies of healthcare provision to the public health decision-makers. For example, the results show that generally, the male patients were slightly more satisfied with the healthcare services than their female counterparts. In terms of ethnic grouping, it appears that white patients are generally more satisfied with the public healthcare services they receive than other race groups. Novelty/originality of study: A study of this nature has not been conducted in South Africa apart from the anecdotal reports of the department of health and Statistics South Africa. The study delved to analyze the public healthcare service in all provinces of the republic and also provided insight into gender and racial perception of healthcare services in the country.

scholarly journals Healthcare Information Systems Implementation Causal Mechanisms in Resource-constrained Environments

2020 ◽  
Author(s):  
Mourine Sarah Achieng ◽  
Ephias Ruhode
Keyword(s):  
Information Systems ◽  
Service Delivery ◽  
Healthcare Service ◽  
Public Healthcare ◽  
Resource Constrained ◽  
Healthcare Information ◽  
Healthcare Facilities ◽  
Healthcare Information Systems ◽  
Constrained Environments ◽  
Generative Mechanisms

Abstract Background: The implementation of healthcare information systems has regained new interest among scholars, policy makers and governments over the past decades. This is as a result of undesired outcomes of the existing implementation processes which has produced outcomes such as lack of integration between existing systems, uncoordinated thus fragmented silo systems and many more. The implications of such outcomes have been that in most public healthcare facilities, medical information are either never captured, or captured incorrectly or ineffectively. Consequently, the retrieval of such information for decision making purposes at various levels of the healthcare system, becomes a challenge.Objectives: This paper sought to establish causal mechanisms and context-based mediators that influence the implementation of healthcare information systems in public healthcare facilities in resource constrained environments. As such having negative implications of the delivery of healthcare services to people in need.Methods: A case-study strategy approach was employed using a critical realist methodology. Data collection was done through semi-structured interviews and document analysis.Results: The findings in this paper indicate that context-based mediators such as leadership and management, maldistribution of resources and health policies have enabling and impeding effects on the implementation of HISs for public healthcare service delivery. Further the results of this paper highlight generative mechanisms such as misinterpretation of polices from paper to practice at operational level of healthcare systems of policies and strategies trigger causal effects that may generate the outcomes experienced in public healthcare service delivery process.Conclusions: The results in this paper suggests that mediating factors and generative mechanisms with inhibiting causal powers in the implementation of healthcare information systems requires more focus during the pre-implementation phase.

scholarly journals Healthcare service quality measurement towards successful implementation of intervention strategies in three Namibian public healthcares facilities: a deterministic framework

2018 ◽  
Vol 5 (2) ◽  
pp. 511
Author(s):  
Abner Kukeyinge Shopati ◽  
Kabwebwe Honore Mitonga ◽  
Lydia Penomuntu Aipinge
Keyword(s):  
Service Quality ◽  
Social Services ◽  
Healthcare Service ◽  
Mediation Effect ◽  
Public Healthcare ◽  
Successful Implementation ◽  
Implementation Framework ◽  
The Public ◽  
Strategic Plans ◽  
Deterministic Framework

Background: Implementation science has advanced towards improved use of theoretical tactics to provide better understanding and explanation of how and why implementation succeeds or fails. The aim of the study is to develop a deterministic framework for the successful measurement of healthcare service quality in public healthcare organisations, focusing on the staff member’s satisfaction level with 2009 - 2013 strategic decisions implementation in the three Namibian Public healthcares. Methods: The research utilized quantitative approach, a survey design and questionnaire was employed to collect data. The study used Gaskin’s CFA/SEM procedure  and applies the SPSS 23 AMOS plugins, Pattern Matrix Model Builder”(PMMB), “Master Validity”(MV), “Model fit measures”(MFM) to validate and determine the interrelationships between variables. A quantitative interpretive structural modelling (ISM) approach was used within an action implementation framework (AIF). This study employed three models that complied with the action implementation framework’s dual roles. The EIS model provided the hands on support to implementing strategy role by retrospectively focusing on the 2009-2013 MoHSS Strategic plan implementations. While, the ISF model and IFF models were used to identify the determinants for its evaluation. Results: The study found no direct link between PHOs and the public sector institutions in implementing strategic plans. However, there is 1:2 mediation effect facilitated by the MoHSS and the PHOs are responsible for implementing 33% of the mandates of the Ministry of Health and Social Services in Namibia. Conclusions: This study had demonstrated why strategic plans failed in the public sectors in Namibia in that the objectives in the plans were formulated without determining whether they had an effect or not on the implementation outcome.  

scholarly journals The Correlation Between The Quality of Health Services And The Involvement of Re-visit Patients in Public Healthcare

2018 ◽  
Vol 1 (3) ◽  
pp. 24
Author(s):  
Menik Kustriyani ◽  
Suci Andyana ◽  
Rahayu Winarti
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Community Health ◽  
Health Center ◽  
Healthcare Service ◽  
Care Service ◽  
Health Care Service ◽  
Community Health Center ◽  
Public Healthcare ◽  
Cross Sectional

Background : Healthcare quality should be improved to give patients satisfaction, that will lead them to use the service again and recommend the health center to the other people. The quality also affects the patient revisit rate. Good service and quality have to fulfill five dimensions of service quality, namely responsiveness, assurance, tangible, empathy, and reliability. This research is conducted to acknowledge the relation between health care service quality and out-patient revisit rate in Mijen Community Health Center, Semarang.Methods : This research is analytical quantitative research. The method used in this research is cross-sectional design. The sample was selected using purposive sampling technique, with a total sample of 74 respondents and using  informed consent for the filled in by respondents. The data was taken by using a questionnaire with the rank spearman trial analysis method.Result : 58.1 respondents state that the healthcare service quality is good. 77.0 respondents stated that they are willing to revisit Mijen Community Health Center, Semarang. The result of rank spearman statistic trial shows that there is a correlation between health care service quality and out-patient revisit rate in Mijen Community Health Center, Semarang (p=0,000) which is lower than ά = 0,05.Conclusion : The better healthcare service quality given to the patient, the higher patient revisit rate in Mijen Community Health Center, Semarang. 

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