Is It Important for Healthcare Services to Place the Onus on Patient Satisfaction in Their Brand?

2021 ◽  
pp. 296-308
Author(s):  
Styliani Giossi ◽  
Achilleas G. Gkamanis ◽  
Georgios G. Gkamanis
Keyword(s):  
Patient Satisfaction ◽  
High Standard ◽  
Healthcare Services ◽  
Branding Strategy ◽  
Media Communication ◽  
Semiotic Approach ◽  
Linguistic Level ◽  
Social Media Communication ◽  
Clinical Equipment

Due to the advent of computers, internet, and social media communication, the marketing of services has changed, and consequently, organizations of any kind need to specify a brand image strategy and position it successfully in customer minds without cultural limitations. A semiotic approach for examining the branding strategy was applied on the websites of some healthcare services organizations which were taken as representative case studies. This research study seeks to point out the significance of the signs, either in the linguistic level or the iconic level of analysis, in order to make easily understandable the main issues of a branding strategy. The quality of services, the high standard of scientific expertise, and the availability of clinical equipment are the dominant issues of the examining branding strategies, whereas patient satisfaction and their further quality of life are completely ignored. A suggested innovative branding approach is shown to help entrepreneurs, branding designers, and marketers of healthcare services recognize the value of patient satisfaction.

scholarly journals Evaluation of Patient Satisfaction with Cardiology Services

2018 ◽  
Vol 11 (1) ◽  
pp. 201-208 ◽  
Author(s):  
Tengiz Verulava ◽  
Revaz Jorbenadze ◽  
Leila Karimi ◽  
Beka Dangadze ◽  
Temur Barkalaia
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Care Program ◽  
Healthcare Services ◽  
Study Patient ◽  
Universal Health Care ◽  
Cross Sectional ◽  
Health Care Program ◽  
Universal Health

Background: Patient satisfaction is widely used as an important component in evaluating quality of health care. The current study aimed to evaluate patient satisfaction with the quality of healthcare. Methods: The study was carried out by a cross-sectional method for evaluation of hospitalized patient satisfaction with provided services. Participants of this research include patients who have been hospitalized during the last 5 years (2012-2016). Research tools were prepared on the basis of specially developed “Medical Outcomes Study, Patient Satisfaction Questionnaire” (MOS PSQ-III). Results: Most of the patients positively evaluated financial accessibility and quality of health services, even though some aspects of health care need improvement. This may be related to the introduction of the Universal Health Care Program in 2013, which increased population coverage. The international quality accreditation of the Emergency Cardiology Center has also played an important role in raising patient's satisfaction levels and in achieving higher standards in the sectors of patient safety and quality management. However, the study indicated, that there was a moderate level of satisfaction with the accessibility of healthcare services. So the further revisions and actions are needed to expand and refine the Universal Health Care Program. We also found an evidence that gender, age and education act as the socioeconomic determinants of satisfaction with healthcare quality. Conclusion: The patient satisfaction study, as one of the most important quality indicators, should be developed throughout the country. It will promote the development of healthy competitive environment among medical organizations and will improve the quality of medical services.

scholarly journals The Quality of Medical Care in the Conditions of the COVID-19 Pandemic, with Particular Emphasis on the Access to Primary Healthcare and the Effectiveness of Treatment in Poland

2021 ◽  
Vol 10 (16) ◽  
pp. 3502
Author(s):  
Magdalena Kludacz-Alessandri ◽  
Renata Walczak ◽  
Liliana Hawrysz ◽  
Piotr Korneta
Keyword(s):  
Patient Satisfaction ◽  
Medical Care ◽  
Primary Healthcare ◽  
Treatment Effectiveness ◽  
Healthcare Services ◽  
Remote Healthcare ◽  
Considerable Impact ◽  
Restrictive Measures ◽  
The Impact

Health has a significant influence on the quality of life of a society. The COVID-19 pandemic has forced many countries to implement restrictive measures to prevent its wider spread, including, inter alia, the introduction of remote healthcare in the form of teleconsultations. Therefore, there is the question of how such a change affects the quality of treatment and the primary healthcare of patients during the COVID-19 pandemic. The article aims to examine patient satisfaction with the access to primary healthcare and the effectiveness of treatment in a condition of remote medical care caused by the COVID-19 pandemic. We also analyse the impact of access to primary healthcare on the treatment effectiveness. Patient satisfaction was measured using a questionnaire assessing the quality of primary medical care. Of the 36 items studied, seven were related to the accessibility dimension and four were related to the treatment effectiveness dimension. Our results suggest that the treatment effectiveness and the access to primary healthcare services during the COVID-19 pandemic through telemedicine are quite highly rated by patients. Hence, further implementation of telemedicine in primary healthcare should improve the quality of lives of the wide society. We have also identified the access to primary healthcare has a considerable impact on the treatment effectiveness. Therefore, we recommend increasing the contact between patients and GPs via telemedicine under lockdown conditions.

scholarly journals Patient satisfaction with healthcare services: Bangladesh perspective

2020 ◽  
Vol 9 (1) ◽  
pp. 34
Author(s):  
Absul Kader Mohiuddin
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Waiting Times ◽  
Healthcare Providers ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Poor Quality ◽  
Access To Health Services ◽  
Long Distance

<p>Patient satisfaction is a useful measure for providing a quality benchmark for healthcare services. Concern about the quality of healthcare services in Bangladesh has led to a loss of confidence in healthcare providers, low use of public health facilities and increased outflows of patients from Bangladesh to hospitals abroad. The key obstacles to access to health services are insufficient infrastructure and poor quality of existing facilities, lack of medical equipment, scarcity of doctors due to high patient load, long distance to the facilities and long waiting times until facilities have been reached, very short appointment hours, lack of empathy of health professionals, their generally callous and casual attitude, aggressive pursuit of monetary gains, poor levels of competence and, occasionally, disregard for the suffering that patients endure without being able to voice their concerns-all of these service failures are reported frequently in the print media. Such failures can play a powerful role in shaping patients’ negative attitudes and dissatisfaction with healthcare service providers and healthcare itself.</p>

scholarly journals Assessing Service Quality in the Ghanaian Private Healthcare Sector: The Case of Comboni Hospital.

2020 ◽  
Vol 8 (02) ◽  
pp. 616-627
Author(s):  
Fortune Afi Agbi ◽  
Eric Owusu Asamoah ◽  
Gilbert Atteh Joshua Sewu
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Health Care Services ◽  
Healthcare Services ◽  
Quality Of Services ◽  
Private Hospitals ◽  
Quality Healthcare ◽  
Care Services ◽  
The Government

The healthcare industry has become a paramount concern for most people in Ghana and the quality of services rendered to the patients in the private hospitals cannot be overemphasized. Patients need quality of services most and are willing to seek better services. The government has been the main provider of health care services in Ghana but recently, some Non-Governmental Organization’s (NGO’s), private individuals and stakeholders also provide health care services which has surged the competitiveness in creating more healthcare facilities in Ghana. This study seeks to explore patients' choice of selecting quality healthcare services and the factors that affect patient satisfaction in private hospitals using the Comboni Hospital in Sogakope, Ghana.   The study therefore used the quantitative research method to collect the data and SPSS version 22 was used to analyze the data on high-quality healthcare. Also, the SERVQUAL model was used as the measurement scale. Multiple regression analysis was used to reveal the effect of the independent variables (reliability, responsiveness, empathy, assurance, and tangibility) on the dependent variable (patient satisfaction).  A detailed description in the analysis and the data processing identified the main factors affecting the general perceptions and patient preferences about their healthcare in the private hospital. The study revealed that there exist a positive result and perception for quality healthcare services without a negative expectation of the patient healthcare being compromised. In this case, the study recommends that both the government and the private agencies should consider the important aspects of hospital’s healthcare management and also the policy and decision makers should have an efficient and effective standard that impact the quality of healthcare assessment in Ghana.  

scholarly journals The Research on Patient Satisfaction with Remote Healthcare Prior to and during the COVID-19 Pandemic

2021 ◽  
Vol 18 (10) ◽  
pp. 5338
Author(s):  
Liliana Hawrysz ◽  
Grażyna Gierszewska ◽  
Agnieszka Bitkowska
Keyword(s):  
Patient Satisfaction ◽  
Literature Review ◽  
Healthcare Services ◽  
Google Scholar ◽  
Care Provision ◽  
Essential Tool ◽  
Remote Healthcare ◽  
Satisfaction With Healthcare Services

The issue of research on patient satisfaction with healthcare services took on a completely new dimension due to the COVID-19 pandemic and the developing telehealth services. This results from the fact that during the pandemic, remote healthcare was often the only possible form of care provision to the patient. The COVID-19 pandemic has substantially accelerated the implementation of remote healthcare in healthcare institutions and made it an essential tool for providing healthcare services. The objective of the literature review was to study the research on patient satisfaction with remote healthcare services prior to and during the pandemic. The study featured a literature review of electronic databases, such as: Medline, ProQuest, PubMED, Ebsco, Google Scholar, WoS. The identified empirical papers were classified in two groups concerning the research on patient satisfaction prior to and during the COVID-19 pandemic, and were divided and descriptively synthesised. Certain limitations to the methodical quality of the research were demonstrated as result of the conducted analyses. It was also ascertained that researchers lack clarity on the method of defining and measuring satisfaction prior to and during the COVID-19 pandemic.

scholarly journals Simulation of the Impact on the Workload of the Enlargement of the Clinical Staff of a Specialistic Reference Center

2021 ◽  
Author(s):  
Noemi Giordano ◽  
Samanta Rosati ◽  
Federica Valeri ◽  
Alessandra Borchiellini ◽  
Gabriella Balestra
Keyword(s):  
Patient Satisfaction ◽  
Quality Of Care ◽  
Standard Care ◽  
High Standard ◽  
Clinical Staff ◽  
Agent Based ◽  
Reference Center ◽  
The Impact ◽  
Staff Workload

Quality of care and patient satisfaction are important aspects of high standard care. If clinical staff is subject to an elevated workload there is a possible decrease of both. This justifies the development of tools to quantify the workload and to find organizational changes that will normalize it. We have previously developed a simulation system to quantify the workload of the staff working in a regional reference center for the treatment of bleeding and hemorrhagic disorders. The goal of this new work is to simulate, through an agent-based model, the impact of adding a physician to the staff. Ten sets of initial parameters were defined to simulate ten typical weeks. Results show that the introduction of the new physician together with a second ambulatory room can reduce the workload of all the staff to the expected 8-hour. In this situation, in which the staff workload does not exceed the daily capacity, we may suppose that an increase in the quality of care and patient satisfaction will be possible.

scholarly journals PERCEPTION OF PATIENTS REGARDING QUALITY OF HEALTHCARE SERVICES AT PUBLIC AND PRIVATE TERTIARY CARE HOSPITALS

2021 ◽  
pp. 24-27
Author(s):  
FARRUKH ANSAR ◽  
HIRA NAVEED ◽  
ALMAS KHATTAK ◽  
MUHAMMAD SAAD
Keyword(s):  
Patient Satisfaction ◽  
Public Sector ◽  
Private Sector ◽  
Tertiary Care ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Medical Services ◽  
The Public ◽  
Tertiary Care Hospitals

Objectives: Patient satisfaction is a significant marker for estimating the quality of medical services being provided at a clinical facility. It also influences the opportune, proficient, and patient-focused provision of quality medical services. Methods: Data from 768 outdoor patients were collected from four tertiary care hospitals in Islamabad, Pakistan. Half of the patients were from public sector hospitals, while others were from private hospitals. A self-administered questionnaire (Cronbach’s alpha=0.896) was structured for data collection. Using SPSS, descriptive statistics, independent t-test, and Chi-square test were used to analyze data. Results: Overall, 51.4% of patients were satisfied with the services provided to them at hospital Outpatient department. Patients who experienced private sector hospitals (74%) were significantly more satisfied than those who visited the public sector hospitals (29%) (p<0.001). Gender-wise, female patients were more satisfied (58%) than male patients (47%). Insufficient attention of the doctor, the behavior of the supporting staff and inadequate management of disease record were the red flags highlighted by the patients. Conclusion: The current investigation has shown that quality healthcare is significantly associated with economic conditions; patients’ perspective have expressed that the private sector provides satisfactory medical services at a high expense, whereas the public sector is a less expensive alternative but it lags in the provision of high-quality services and patient satisfaction.

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

2018 ◽  
Vol 25 (3) ◽  
pp. 815-837 ◽  
Author(s):  
Sadia Samar Ali ◽  
Arati Basu ◽  
Nilesh Ware
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Improve Patient Care ◽  
Healthcare Services ◽  
Primary Data ◽  
Private Hospitals ◽  
Content Type ◽  
Indian Patients ◽  
Patient’S Perception

Purpose The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients. Design/methodology/approach A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to be discharged from private hospitals of Delhi and NC. A set of questionnaires is administered to collect responses on expected and perceived service qualities. Findings The paper reviews and discusses the importance of service quality for Indian patients using the SERVQUAL gap model as the measure of service quality. The results gave an overview of the perspectives of Indian patients on the quality of service in private hospitals. Patients indicated best satisfaction in some dimensions of services, namely, the tangible dimension of “hospitals provide ample parking spaces,” empathy dimension of “Doctors are never too busy to respond to my request”, assurance dimension of “I can depend on Doctor/Nurse,” and in the responsiveness dimension of “employees always communicate truly” on hospital matters. Research limitations/implications The first limitation is in the scope of sample, that is research findings are limited to Delhi. The second limitation is that the research should have been done in two parts, that is by contacting the patient before they take the services and after the service encounter. Third limitation – for a better understanding, the analysis should have been performed on the gap between the patient’s perception and the perception of the medical service provider about the customer’s perception. Practical implications This research would be beneficial to healthcare organizations to do their best to achieve greater patient satisfaction. The findings of the paper that, for all dimensions, the patient’s perception is always higher than the expectation suggests that in the Indian healthcare segment, there is a need of dissemination of information regarding the most modern medical facilities. Originality/value This current research is concluded with the suitability of a model that can be used to find the levels of patient satisfaction for healthcare services. The present study is based on primary data and offers a systematic procedure that could form the cornerstone for providing further insights into the conceptual and empirical comprehension of patients perceived service quality and its constituents. The current emergency medicine patient’s service dilemmas are a complex interaction of patients and physician factors specifically targeting efficiency and patient satisfaction. The awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medico-legal risk and improve patient care if a tailored management plan is formulated.

Hospital healthcare service quality, patient satisfaction and loyalty

2018 ◽  
Vol 35 (6) ◽  
pp. 1195-1214 ◽  
Author(s):  
Taqdees Fatima ◽  
Shahab Alam Malik ◽  
Asma Shabbir
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Service Providers ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Content Type ◽  
Private Healthcare ◽  
Patient Loyalty

Purpose The purpose of this paper is to explain the patients’ views towards private healthcare service providers. The study focussed on hospital service quality and analysed the relative significance of quality measurements in anticipating the patients’ satisfaction and loyalty. The mediating role of patient satisfaction is assessed between quality of hospital healthcare services and patient loyalty. Design/methodology/approach A total 611 patients (both indoor and outdoor) participated in a questionnaire survey from the six private hospitals of capital city, Islamabad, Pakistan. Data were analysed through descriptive statistics, common method variance, reliability, correlation and regression in order to investigate customer perceived service quality and how the quality of services stimulates loyalty intentions towards private service suppliers. Findings Findings depict that private healthcare service providers are attempting to deliver well improved healthcare services to their customers. Results confirmed that better quality of healthcare services inclines to build satisfaction and loyalty among patients. The healthcare service quality aspects (i.e. physical environment, customer-friendly environment, responsiveness, communication, privacy and safety) are positively related with patient loyalty which is mediated through patient satisfaction. Practical implications Findings will help the hospital managers to articulate effective strategies in order to ensure superior quality of healthcare services to patients. The study will induce hospital management to deliver attentions towards the quality of private healthcare service systems and improvements towards the deficient healthcare services. Furthermore, the study will present a clear picture of patient’s behavioural attitudes; satisfaction and loyalty intentions towards the quality of healthcare services. Originality/value The study provides the views and perceptions of patients towards the quality of healthcare services. The healthcare service quality dimensions, i.e., physical environment, customer-friendly environment, responsiveness, communication, and privacy and safety were assessed. Hospital healthcare service quality was examined in order to find out its effect on patient satisfaction and patient loyalty.

Distributed ledger technology in patient experience management

2020 ◽  
pp. 47-54
Author(s):  
Yu.А. Zuenkova ◽  
◽  
A. M. Khavtorin ◽  
Keyword(s):  
Patient Satisfaction ◽  
Patient Experience ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
Medical Services ◽  
Quality Of Services ◽  
Distributed Ledger ◽  
Distributed Ledger Technology ◽  
Independent Assessment

A c t u a l i t y . The role of “patient experience” in assessing quality of medical services is growing as a global trend to value-based healthcare. Currently, only 11% of the Russian population positively assess the quality of medical services. Federal law No. 256-FZ requires all public healthcare providers to conduct an independent assessment of the provision of services, but 44% of organizations do not have such assessment, that can be caused by methodological and organizational reasons. P u r p o s e o f t h e s t u d y to evaluate the prospects for digital improvement of measuring patient satisfaction using distributed ledger technology. To analyze the literature on the topic of independent assessment of the quality of services provided by medical organizations; to analyze modern approaches to assessing patient satisfaction with healthcare providers; to assess the opportunities of improving the processes and results of satisfaction assessment using distributed ledger technology. M a t e r i a l s a n d m e t h o d s . To achieve the purpose, the authors analyzed numerous relevant Russian and foreign sources of literature. Literature review was carried out across scientific libraries as eLIBRARY, PubMed by key words. The search in open sources in Google and Yandex was used. R e s u l t s . The complexity of “patient experience” measurement, biased assessment, ambiguity of the results obtained and the difficulty of correct interpretation require more transparent methods of measuring the value of healthcare. A decentralized platform based on distributed ledge technology may become one of the possible solutions to the problem of objective assessment of patients ‘ satisfaction with the quality of medical services. Such approach allows to form an objective dynamic multi-factor rating of processes and all other components of healthcare services. Conclusion. The existing mechanisms for independent assessment of the quality of medical services need to be improved. Confidence in the results of the patient satisfaction measurement is one of core requirement. To make managerial decision evidence-based, it is important to evaluate the processes and patient experience along with results of healthcare services. Distributed ledger technology implemented as a dynamic multi-factor rating platform can be a logical solution for improving the quality of services and could become a part of a comprehensive IT ecosystem based on value-based approach.

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