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.  

Evaluation of outpatient satisfaction and service quality of Pakistani healthcare projects

2018 ◽  
Vol 8 (4) ◽  
pp. 462-480 ◽  
Author(s):  
Saad Ahmed Javed ◽  
Sifeng Liu
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Healthcare Delivery ◽  
Grey System Theory ◽  
Public Healthcare ◽  
Grey System ◽  
Healthcare Delivery System ◽  
Public And Private ◽  
Content Type ◽  
The Public

PurposeThe purpose of this paper is to analyse the relationship between outpatient satisfaction and the five constructs of healthcare projects’ service quality in Pakistan using Deng’s grey incidence analysis (GIA) model, absolute degree GIA model (ADGIA), a novel second synthetic degree GIA (SSDGIA) model and two approaches of decision-making under uncertainty.Design/methodology/approachThe study proposes a new synthetic GIA model and demonstrates its feasibility on data (N=221) collected from both public and private sector healthcare projects of Punjab, the most populous province of Pakistan, using a self-administered questionnaire developed using the original SERVQUAL approach.FindingsThe results of decision analysis approach indicated that outpatients’ satisfaction from the private sector healthcare projects is higher as compared to the public healthcare projects’. The results from the proposed model revealed that tangibility and reliability play an important role in shaping the patient satisfaction in the public and private sectors, respectively.Originality/valueThe study is pioneer in evaluating a healthcare system’s service quality using grey system theory. The study proposes the SSDGIA model as a novel method to evaluate parameters comprehensively based on their mutual association (given by absolute degree of grey incidence) and inter-dependencies (given by Deng’s degree of grey incidence), and tests the new model in the given scenario. The study is novel in terms of its analysis of data and modelling. The study also proposes a comprehensive structure of the healthcare delivery system of Pakistan.

Unpacking the framework of unsolicited proposal for public private partnership projects – the Indian case

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Varaprasad Mallisetti ◽  
Tharun Dolla ◽  
Boeing Laishram
Keyword(s):  
Design Methodology ◽  
Public Procurement ◽  
Time Frame ◽  
Public Private Partnership ◽  
Successful Implementation ◽  
Implementation Framework ◽  
Private Partnership ◽  
Content Type ◽  
The Public ◽  
Private And Public

Purpose The most recent advent of the unsolicited proposal in the public private partnership mode of infrastructure procurement has changed the duties and roles of private and public sector agencies. Also, they have increased the practitioners' difficulties to work out strategic mechanisms and methods to manage these unsolicited proposals (USP) effectively. So, this study aims to understand how well equipped are the Indian USP guidelines for managing procurement. Design/methodology/approach Content analysis with coding procedures was carried to understand the regulations of USP frameworks of India over the four stages of USP procurement. Findings The findings show that there are severe flaws in various states' frameworks. The states have flaws in their policies in implementation features across the stages of USP such as defined objectives, the absence of fees and review timeframes in the submission, time frame and guidance on benchmarking and market testing in evaluation and development, time frame for bidding and access to information in procurement stages. Originality/value The USP implementation framework developed as part of this study can direct the policymakers and practitioners to improve public procurement regulations and the necessary changes for the successful implementation of USPs. In doing this, the private sector is enabled to develop more competitive and innovative proposals.

scholarly journals Lean Six Sigma Methodology: The Nub to Boost the Public Healthcare System in Egypt

2020 ◽  
Vol 10 (1) ◽  
pp. 67
Author(s):  
Wael Omran Aly
Keyword(s):  
Health Care ◽  
Six Sigma ◽  
Healthcare Service ◽  
Service System ◽  
Lean Six Sigma ◽  
Public Health Care ◽  
Healthcare Sector ◽  
Public Healthcare ◽  
The Public ◽  
The People

For many decades, the Egyptian people have suffered from deplorable public healthcare service featured by indolence, malfunction and traditionalism. Although, healthcare is a distinctive service industry concerning various complicated responsibilities; but the consecutive government of Egypt had badly handled such issue. Then, the apathetic performance of the public healthcare service becomes a dilemma for the people of Egypt; especially the poor among them. Therefore, the foundation of an adequate public healthcare service system, that respect the dignity of the people and respond to their arising health care needs; was frequently on the agenda priorities of the Egyptian governments after the 2011 and 2013 uprisings. Hence recently, the government -after reaching political and economic stability- seeks to build an ambitious newly public health care system to meet the expectation of the people to acquire high standard inexpensive and hasty public healthcare services. Consequently, in order to realize such aim; the Egyptian government had established the public agency for accreditation and quality control according to law no.2 of comprehensive healthcare insurance system issued at 2018. Then, it urges a national campaign to reform the public healthcare sector and to develop the efficacy and quality of its services. Hence, this paper aims to propose how the public healthcare organizations in Egypt can tackle various challenges and enhance adequately its capabilities; in order to be able to adopt the proposed Lean Six Sigma (LSS) methodology effectively; which can then provide an adequate framework for creating organized improvement exertions in healthcare; necessary to bestow guidelines on how to manage a quality service system to patient satisfaction by decreasing waste, variation and work disparity in the service processes.

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center

2019 ◽  
Vol 9 (4) ◽  
pp. 432-448 ◽  
Author(s):  
Erdal Aydemir ◽  
Yusuf Sahin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Grey Relational Analysis ◽  
Healthcare Service ◽  
Successful Implementation ◽  
Quality Factors ◽  
Content Type ◽  
Relational Analysis ◽  
Dialysis Center ◽  
Grey Relational

Purpose The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method. Design/methodology/approach This is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors. Findings Results show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers. Practical implications The results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors. Originality/value The study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System.

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 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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