Leadership, Nonfinancial, and Financial Outcomes: The Case of Community Hospitals

2009 ◽  
Vol 9 (1) ◽  
pp. 166-190 ◽  
Author(s):  
Adam S. Maiga ◽  
Fred A. Jacobs
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Market Competition ◽  
Hospital Performance ◽  
Process Quality ◽  
Equation Modeling ◽  
Community Hospitals ◽  
Clinical Quality ◽  
For Profit ◽  
Health Care Institutions

ABSTRACT: For profit (FP) health care institutions are becoming more common, even dominant in many communities, and consumers and payers are demanding high-quality services at reasonable and affordable costs. Hence, health care managers must find ways to provide services to meet these requirements. One of the motivations for conversions of health care institutions from not-for-profit (NFP) was the expectation that the profit motive would likely enhance the efficiency of the entire industry, because economic considerations suggest that market competition improves economic growth. This improvement comes from efficiency gains, lower prices, and enhanced quality. This study uses structural equation modeling (SEM) to investigate the relationships among leadership, clinical quality, process quality, patient satisfaction, cost improvement, and hospital performance, using a 2006 survey sample of 313 for-profit community hospitals. Results indicate significant positive impact of leadership on both clinical quality and process quality which, in turn, positively affect patient satisfaction. Results also show that both clinical quality and process quality significantly affect cost improvement, and that both patient satisfaction and cost improvement have a significant impact on hospital performance, measured by profitability. Further analyses support the dual emphasis suggested by Rust et al. (2002), indicating that both cost improvement and patient satisfaction mediate the relationship between process and clinical quality and profitability.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

The influence of soft and hard TQM on quality performance and patient satisfaction in health care: investigating direct and indirect effects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rasha Zuhair Alkhaldi ◽  
Ayman Bahjat Abdallah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Indirect Effects ◽  
Primary Data ◽  
Equation Modeling ◽  
Total Quality ◽  
Quality Performance ◽  
Private Hospitals ◽  
Content Type ◽  
Health Care Context

PurposeThe present study conceptualizes total quality management (TQM) in terms of soft and hard aspects and examines their effects on quality performance and patient satisfaction. The indirect effects of soft and hard TQM on patient satisfaction through quality performance are also investigated.Design/methodology/approachA multi-item questionnaire was prepared to gather primary data from a sample of 312 medical employees in private hospitals in Jordan. The measurement model was evaluated for validity and reliability and determined to be acceptable. Structural equation modeling (SEM) was applied to test the research hypotheses.FindingsThe results revealed that soft TQM has a strong positive effect on quality performance and patient satisfaction. Hard TQM was found to positively affect quality performance but to a lesser extent compared to soft TQM. The effect of hard TQM on patient satisfaction, meanwhile, was not significant. Quality performance positively mediated the relationship between TQM – both soft and hard – and patient satisfaction.Originality/valueThis study is one of the first to conceptualize TQM in terms of soft and hard aspects in a health care context. It offers valuable insights for managers of private hospitals looking to enhance quality performance and patient satisfaction. The results reveal that soft TQM is the primary driver of quality performance and patient satisfaction in the health care context, which is in stark contrast to the manufacturing sector.

Patient satisfaction in the context of public–private partnerships

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amani Mallat ◽  
Demetris Vrontis ◽  
Alkis Thrassou
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Performance Measurement ◽  
Hospital Performance ◽  
Theoretical Research ◽  
Public Private Partnerships ◽  
Content Type ◽  
Measurement Framework ◽  
Qualitative Performance

Purpose This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining critical success factors, including the perceived quality of health care, as evidenced by patient satisfaction and policy requirements for successful PPP implementation. Design/methodology/approach This theoretical study explores the existing literature on the relationship between service quality and patient satisfaction, to propose a culture-specific conceptual model interlinking the drivers of patient satisfaction with PPP. The in-depth theoretical research focuses on the qualitative performance indicators of PPPs, as well as their corresponding peripheral factors. Findings The research presents theoretical evidence that the concept of patient satisfaction can only be viewed through a multifactor perspective that incorporates demographics of patients, perceived service quality factors and emotions. It is found that significant improvements in service quality and patient satisfaction do, indeed, emphasize the effective role of PPP in hospitals. Practical implications The theoretical model is based on a comprehensive set of both cognitive and affective determinants. And considering these, as well as their causes, effects and interrelations, sets the foundations for testing and for further research to develop. Moreover, the outcomes of this study can be used as a theoretical base for the development of a PPP qualitative performance measurement framework. Originality/value This study attempts to fill the gap in knowledge on service quality and patient satisfaction as qualitative indicators for hospital performance after and toward PPP, while setting explicit factors and opening clear research avenues for further studies to follow.

scholarly journals Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

2019 ◽  
Vol 16 (23) ◽  
pp. 4736 ◽  
Author(s):  
Arif Jameel ◽  
Muhammad Asif ◽  
Abid Hussain ◽  
Jinsoo Hwang ◽  
Mussawar Hussain Bukhari ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Care Service ◽  
Health Care Service ◽  
Equation Modeling ◽  
Mediating Role ◽  
The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

scholarly journals The concept of Watson’s carative factors in nursing and their (dis)harmony with patient satisfaction

PeerJ ◽  
2017 ◽  
Vol 5 ◽  
pp. e2940 ◽  
Author(s):  
Majda Pajnkihar ◽  
Gregor Štiglic ◽  
Dominika Vrbnjak
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Nursing Education ◽  
Nursing Assistants ◽  
Convenience Sample ◽  
Nurse Administrators ◽  
Health Care Institutions ◽  
Demographic Questionnaire ◽  
Carative Factors ◽  
Consumer Assessment

BackgroundConstant reviews of the caring behavior of nurses and patient satisfaction help to improve the quality of nursing. The aim of our research was to explore relationships between the level of nursing education, the perception of nurses and nursing assistants of Watson’s carative factors, and patient satisfaction.MethodsA questionnaire survey using a convenience sample of 1,098 members of nursing teams and a purposive sample of 1,123 patients in four health care institutions in Slovenia was conducted in August 2012. A demographic questionnaire and the Caring Nurse-Patient Interactions Scale (nurse version) were delivered to the nurses. A Hospital Consumer Assessment of Health Plans Survey was delivered to discharged patients. Data were analyzed using descriptive and inferential statistics.ResultsCarative factor sensibility was related to the level of nursing education. Patients were satisfied with the care received from nurses, nursing assistants and hospitals, although we found differences between the perceptions of nurses and nursing assistants of carative factors and patient satisfaction. By comparing only the perceptions of nurses and nursing assistants of carative factors in health care institutions, differences were found for seven out of ten carative factors.DiscussionWe did not find major significant differences between carative factors and level of nurse education, except in one carative factor. Differences in perceptions of carative factors between health care institutions are probably the result of different institutional factors. The results can be of great benefit to nurse administrators and educators, indicating the factors that must be taken into account for enhancing patient satisfaction. Emphasis on caring theories should be placed in nursing education and their application in nursing practice.

scholarly journals Antipsychotic Prescribing Pattern in Elderly Patients with Psychiatric Disorders

2019 ◽  
Vol 11 (04) ◽  
Author(s):  
Grace Ann Varghese ◽  
K Mansekhar ◽  
S Chethana ◽  
S Disha Rani ◽  
G Roop Sai
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Hospital Performance ◽  
Communication Strategy ◽  
Marketing Communication ◽  
Prescribing Pattern ◽  
Health Care Institutions ◽  
Link Rate

The practice of marketing communication has long remained almost non-existent in the health care management sector for essentially ethical reasons, as long as the demand for the health care service was greater than its offer. Healthcare institutions did not feel the need to develop strategies to attract and retain patients. And yet, health organizations are a service provider that requires as much as other areas, the application of management science, including marketing. Changes in the modern social and economic environment require all service providers to behave and market-oriented to adapt to their respective markets, increasingly competitive markets. And one of the axes of this adaptation is their openness to marketing communication strategies... That is why, in this article, we want to reflect on the issues that today constitute the application of marketing communications strategies by health care institutions. This explanatory study was carried out on the contribution of the marketing communication strategy to performance in public and private hospitals in Lubumbashi city. The results of this study indicate that the appropriation of the marketing communication strategy has a positive and significant impact on the hospital performance (24% of the link rate between the marketing communication strategy and the hospital performance). In addition, the contextual pressure has a positive and significant impact on the success of the marketing communication strategy and the performance of the health care institutions (12% of the link rate between the environmental context and the implementation of the marketing communication strategy). The study highlights the need for healthcare institutions to implement the communication strategy in order to be successful in a dual goal of promoting health and patient satisfaction in addition to a significant competitive advantage.

Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kwabena G. Boakye ◽  
Hong Qin ◽  
Charles Blankson ◽  
Mark D. Hanna ◽  
Victor R. Prybutok
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Direct Effect ◽  
Service Recovery ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Survey Method ◽  
Service Experience ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country. Design/methodology/approach This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling Findings This study found that service recovery has a significant direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction. Originality/value The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.

scholarly journals Contribution of the marketing communication strategy to the hospital performance of healthcare institutions in the city of Lubumbashi Apport de la stratégie de communication marketing à la performance hospitalière des institutions de soins de santé dans la ville de Lubumbashi

2019 ◽  
Vol 7 (03) ◽  
Author(s):  
Kasongo Ndala ◽  
Ditend Yav ◽  
Didier Van Caillie ◽  
Mundongo Tshamba ◽  
Malonga Kaj
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Hospital Performance ◽  
Communication Strategy ◽  
Marketing Communication ◽  
Public And Private ◽  
Health Care Institutions ◽  
Link Rate

The practice of marketing communication has long remained almost non-existent in the health care management sector for essentially ethical reasons, as long as the demand for the health care service was greater than its offer. Healthcare institutions did not feel the need to develop strategies to attract and retain patients. And yet, health organizations are a service provider that requires as much as other areas, the application of management science, including marketing. Changes in the modern social and economic environment require all service providers to behave and market-oriented to adapt to their respective markets, increasingly competitive markets. And one of the axes of this adaptation is their openness to marketing communication strategies... That is why, in this article, we want to reflect on the issues that today constitute the application of marketing communications strategies by health care institutions. This explanatory study was carried out on the contribution of the marketing communication strategy to performance in public and private hospitals in Lubumbashi city. The results of this study indicate that the appropriation of the marketing communication strategy has a positive and significant impact on the hospital performance (24% of the link rate between the marketing communication strategy and the hospital performance). In addition, the contextual pressure has a positive and significant impact on the success of the marketing communication strategy and the performance of the health care institutions (12% of the link rate between the environmental context and the implementation of the marketing communication strategy). The study highlights the need for healthcare institutions to implement the communication strategy in order to be successful in a dual goal of promoting health and patient satisfaction in addition to a significant competitive advantage.

scholarly journals Effects of Three Antecedents of Patient Compliance for Users of Peer-to-Peer Online Health Communities: Cross-Sectional Study (Preprint)

2019 ◽  
Author(s):  
Anne-Françoise Audrain-Pontevia ◽  
Loick Menvielle ◽  
Myriam Ertz
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Patient Compliance ◽  
Patient Empowerment ◽  
Peer To Peer ◽  
Health Concern ◽  
Equation Modeling ◽  
Online Health Communities ◽  
Health Communities ◽  
The Impact

BACKGROUND Over the past 50 years, patient noncompliance has appeared as a major public health concern and focus of a great deal of research because it endangers patient recovery and imposes a considerable financial burden on health care systems. Meanwhile, online health communities (OHCs) are becoming more common and are commonly used by individuals with health problems, and they may have a role in facilitating compliance. Despite this growing popularity, little is known about patient compliance predictors for OHCs’ users. OBJECTIVE This study aimed to investigate the extent to which participating in OHCs may trigger higher levels of compliance. It identified 3 interrelated predictors that may affect patient compliance: patient empowerment gained through peer-to-peer OHCs, satisfaction with the physician, and commitment to the physician. METHODS A Web-based survey tested the conceptual model and assessed the effects of patient empowerment gained through OHCs on patient satisfaction and commitment to the physician, as well as the effects of these 3 predictors on patient compliance with the proposed treatment. Members of peer-to-peer OHCs were asked to answer an online questionnaire. A convenience sample of 420 patients experiencing chronic illness and using peer-to-peer OHCs was surveyed in August 2018 in Québec, Canada. A path analysis using structural equation modeling tested the proposed relationships between the predictors and their respective paths on patient compliance. The mediation effects of these predictor variables on patient compliance were estimated with the PROCESS macro in SPSS. RESULTS The findings indicated that patient empowerment gained through OHCs was positively related to patient commitment to the physician (beta=.69; <italic>P</italic>&lt;.001) and patient compliance with the proposed treatment (beta=.35; <italic>P</italic>&lt;.001). Patient commitment also positively influenced patient compliance (beta=.74; <italic>P</italic>&lt;.001). Patient empowerment did not exert a significant influence on patient satisfaction with the physician (beta=.02; <italic>P</italic>=.76), and satisfaction did not affect compliance (beta=−.07; <italic>P</italic>=.05); however, patient satisfaction was positively related to patient commitment to the physician (beta=.14; <italic>P</italic>&lt;.01). The impact of empowerment on compliance was partially mediated by commitment to the physician (beta=.32; 95% CI 0.22-0.44) but not by satisfaction. CONCLUSIONS This study highlights the importance of peer-to-peer OHCs for two main reasons. The primary reason is that patient empowerment gained through peer-to-peer OHCs both directly and indirectly enhances patient compliance with the proposed treatment. The underlying mechanisms of these effects were shown. Second, commitment to the physician was found to play a more critical role than satisfaction with the physician in determining patient-physician relationship quality. Overall, our findings support the assumption that health care stakeholders should encourage the use of peer-to-peer OHCs to favor patient empowerment and patient commitment to the physician to increase patient compliance with the proposed treatment.

Sign in / Sign up

Export Citation Format

Share Document