Download or read book The Antecedes of Service Quality and Patients Satisfaction Equally Drive Patients Loyalty in Private Healthcare Delivery written by Geoffrey Bentum-Micah and published by . This book was released on 2020 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt: The healthcare industry in developing nations has recorded high progress rate in recent years, leading an initiative varied studies into the examination of patients' comparative and varied views with regards to private healthcare providers service delivery. This study objectively focused on the hospital's service quality, and patients' satisfaction as a predictor and collective impact or on patient's loyalty; it attempted to draw a distinctive border amongst quality of service and satisfaction of the patient, one with more effect size and predictive relevance to drive greater loyalty amongst the patients in a private healthcare delivery setting. A total of 562 patients recruited, participated in a cross-sectional survey with a questionnaire as the main and only data collection tool from four major private hospitals in Ghana. A path and linear regression analysis of the data was performed through SPSS 23 and Smart PLS version 3 in order to compute path coefficients, direct and indirect impacts of the factors; service quality and patient's satisfaction on patient's loyalty to the hospital. The study suggested that both clientele perceived service quality and patient satisfaction significantly influence patient loyalty. However, patient satisfaction with service delivery had a better predictive relevance and effect size than the quality of the service on patient loyalty in this study.
Download or read book Towards an Improved Health Service Quality Delivery and Patient Loyalty written by Geoffrey Bentum-Micah and published by . This book was released on 2020 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt: The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the future; it ideally tested if the satisfaction of a patient had any role to play in such relationship. This study was conducted using data from (562) patients who received services from (4) four major but different private hospitals in Ghana. The five Service Quality dimensions; Tangibility, reliability, responsiveness, assurance and empathy, patient satisfaction and loyalty to the hospital were the variables well-thought-out for this study. A path analysis was done utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) in order to compute path coefficients, direct and indirect effects of the variables on patient's satisfaction and also loyalty to the hospital. The study prompted that empathy, responsiveness and tangibility (not assurance and reliability) impact patients' satisfaction and patient's satisfaction is directly related to patients' loyalty to the hospital/clinic.
Download or read book Patient Satisfaction Pays written by Stephen Walter Brown and published by Jones & Bartlett Learning. This book was released on 1993 with total page 440 pages. Available in PDF, EPUB and Kindle. Book excerpt: Patient Satisfaction Pays shows you how to strengthen your practice in the areas by which patients measure quality service. Find a treasury of practical techniques to increase patient satisfaction in this unique handbook.
Download or read book Patient Engagement written by Guendalina Graffigna and published by Walter de Gruyter GmbH & Co KG. This book was released on 2016-01-01 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: Patient engagement should be envisaged as a key priority today to innovate healthcare services delivery and to make it more effective and sustainable. The experience of engagement is a key qualifier of the exchange between the demand (i.e. citizens/patients) and the supply process of healthcare services. To understand and detect the strategic levers that sustain a good quality of patients’ engagement may thus allow not only to improve clinical outcomes, but also to increase patients’ satisfaction and to reduce the organizational costs of the delivery of services. By assuming a relational marketing perspective, the book offers practical insights about the developmental process of patients’ engagement, by suggesting concrete tools for assessing the levels of patients’ engagement and strategies to sustain it. Crucial resources to implement these strategies are also the new technologies that should be (1) implemented according to precise guidelines and (2) designed according to a user-centered design process. Furthermore, the book describes possible fields of patients’ engagement application by describing the best practices and experiences matured in different fields
Download or read book Measuring and Improving Patient Satisfaction written by Patrick J. Shelton and published by Jones & Bartlett Learning. This book was released on 2000 with total page 548 pages. Available in PDF, EPUB and Kindle. Book excerpt: Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.
Download or read book SERVICE QUALITY AND CONSUMERISM A WAY TOWARDS HEALTHCARE EXCELLENCE written by Dr. Naitik Kantilal Patel , Dr. Bhupinder Chaudhary & Dr. Kinjal G. Jani and published by Ashok Yakkaldevi. This book was released on 2022-09-20 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: Measuring the quality of intangible service products has become a great challenge for managers, administrators and policy makers in the health services industry. Patient satisfaction or dissatisfaction is a complicated phenomenon that is linked to patient expectations, patient rights, health status, personal characteristics as well as health system characteristics. However, patient satisfaction as an indicator of quality of healthcare has evolved as an outcome measure and patient satisfaction surveys are being increasingly identified to be established yardsticks to measure success of the service delivery system functional at hospitals.
Download or read book Beyond Patient Satisfaction written by Robin E. Scott MacStravic and published by . This book was released on 1991 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book An Assessment of Service Quality in Private Health Care Sector in Sri Lanka written by Omar Al Serhan and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This study identifies the quality determinants of the private healthcare delivery and the gap between expected and perceived service quality. It will also investigate the relationship between satisfaction and loyalty with customers' perception. Data gathered from 154 patients, 41 management representatives and 46 internal customers including 38 doctors and 08 nurses from 15 private hospitals located in Western Province using a questionnaire survey developed based on SERVQUAL model. Findings suggest that reliability dimensions were the most expected by patients though, assurance dimensions were the most perceived quality dimensions. There were significance gap between expectation and perception while responsive dimensions shown the highest representing lower quality of service while assurance and empathy dimensions have significant relationship with overall customer satisfaction. From the internal customers' point of view, assurance dimensions were the highest service quality gap. Moreover, management values responsiveness as the most expected dimension by indicating differences between patient, management and internal customers expected and perceived service quality. Therefore, hospital administration can use the current findings to develop health care service delivery strategies to enhance patient satisfaction and patient trust.
Download or read book Service Delivery vs Service Excellence written by William R. Johnson, CRA, FAHRA, MBA and published by LULU. This book was released on 2014-01-13 with total page 64 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety.Patients, however, assess the care they receive from a right-brain perspective--intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience.Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.
Download or read book Recommendations on Service Design Delivery Case Study written by Junaid Javaid and published by GRIN Verlag. This book was released on 2014-09-23 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project Report from the year 2013 in the subject Business economics - Business Management, Corporate Governance, grade: C+, University of Bedfordshire, course: ORGANISING MODERN HEALTH CARE SERVICES, language: English, abstract: This report is written on the topic of care service design and its delivery pattern. The scope of this report is very broad as it has been focused on the Recommendation-1 outlined in the Mid Staffordshire NHS Foundation Inquiry report. This report based entirely on the Recommendations which I proposed to the Care Trust to follow on the timely manner as currently the Patients’ Trust ranked higher in term of mortality rate and also categorised as poor in delivering standard services to all patients. As a Board Director of Trust I have analysed that Trust’s patients are facing the significant problems (understanding the treatment options, getting brief explanations about their medications, not having access to the critical information and not receiving responsive and compassionate service from the Trust or Caregivers). And all of these issues are arising due to the failure of the trust in categorising the care service standards which has diverted their intention to other matters rather to focus on their patients’ need first. In order to resolve the problem regarding to the care service design and its delivery pattern and also to improve the patients’ satisfaction, I proposed the Trust to implement Patient-Centered Healthcare system. This system would allow the Trust to enhance the respect level for their patients’ values and preferences which would also create awareness of quality of life issues among the care taking staff members. There are about seven factors (Leadership, Strategic Vision, Involvement of Patients, Supportive Work Environment, Systematic Measurement, Quality of Physical Environment and Supportive Technology) which would be contributed a lot to the success of Patient-Centered Healthcare System. The Trust must have to pursue certain strategies which would assist Trust in implementing Patient-Centered Healthcare System on authentic basis. These strategies are classified into two groups. The first one would strengthen the Trust capacity to accomplish Patient-Centered Care at the Organisational level. And the second group would meant to alter external reward in the Healthcare system which then guided the Trust to achieve the delivery of high standards care services to their patients. [...]
Download or read book The Putting Patients First Field Guide written by Planetree Foundation and published by John Wiley & Sons. This book was released on 2013-09-23 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book answers 'why not' and 'how to' for health care accreditation bodies, quality experts, and frontline professionals, moving the reader from timely information, to inspiration, and through patient-centered action with practical tools and potent case studies." Paul vanOstenberg, DDS, MS, vice president, Accreditation and Standards, Joint Commission International "This superb guide from Planetree illustrates that providing high-quality, high-value, patient-centered health care is not a theoretical ideal. The case studies make clear that these goals are attainable; they are being achieved by leading health care organizations worldwide, and there is a clear road map for getting there right here in this book." Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation "At IHI, we follow the principle, 'all teach, all learn' the idea that everyone, everywhere has something to teach, and something to learn. This remarkable and indispensable guide is as pure an example of this principle as I've come across." Maureen Bisognano, president and chief executive officer, Institute for Healthcare Improvement "The International Society for Quality in Health Care's mission is to inspire, promote, and support continuous improvement in the quality and safety of health care worldwide. It is in this spirit that we welcome this new book on patient-centered care. As in their previous work, the authors demonstrate just how critical it is to develop an organizational culture that puts patients first." Peter Carter, chief executive officer, International Society for Quality in Health Care
Download or read book The Customer Satisfaction for the Medical Healthcare Facilities written by and published by GRIN Verlag. This book was released on with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The influence of the perceived quality of service on the satisfaction of patients in China s hospitals written by Ping Lei and published by . This book was released on 2009 with total page 832 pages. Available in PDF, EPUB and Kindle. Book excerpt: My dissertation is entitled : "The influence of the perceived quality of service on the satisfaction of patients in China's hospitals : the role of perceived risk". It investigates the conceptual relationship between patient perceived quality, patient satisfaction and patient loyalty intention in China's health care market. The main objective of this research is to determine the role of patient perceived risk in China's health care setting. This research is determined by few research questions : l) Does the relationship between health care perceived quality and patients' satisfaction enhances patients' loyalty ? 2) If it is so, what are the key elements for measure perceived quality, and satisfaction and loyalty intention ? 3) If there is a causal linkage between patient perceived quality, patient satisfaction, and patient loyalty intention, how does this relationship is affected by the factor of patient perceived risk ? 4) What is the role of perceived risk in measuring health care perceived quality and patient satisfaction ? To achieve these research objectives, both qualitative and quantitative methods were employed. First, I used in-depth semi-structural individual and focus group interview to analysis whether the existing relationship between service quality, satisfaction, and loyalty intention could be apply in context of health care in China. Through 18 semi-structural individual interviews, and 6 focus groups interactions, I found a theoretical relationship between health care service quality, patient satisfaction, patient loyalty intention, and patient risk perception. Second, the key dimensions of each concept were conducted by using exploratory and confirmatory data analysis. Finally, the relationship between each concept was investigated via structural equation modeling (SEM). The result indicates a statistically significant relationship between service quality, satisfaction, loyal Q intention, and risk perception in China’s health care industry. This research also advances the mediation role of patient satisfaction between the relationship of health service quality, and patient loyalty intention. Moreover, another mediator role of perceived service quality, which impacts the relationship between patient satisfaction and risk perception, was also found in this research. In conclusion, I argued that health service providers who develop close, long-term relationships with their customer (patient) will improve their customer (patient) retentions rates. That is, patients who received a higher service quality, tend to be more satisfied with their service provider, and to patronize the service provider in the future. In addition, this study also suggests that to understand the conceptual relationship between quality, satisfaction, loyalty, and perceived risk of China' patient health manager should assess the key factors structure of each instrument data in order to avoid the unnecessary wastage of resources.
Download or read book Service Quality in Indian Hospitals written by Sanjay Mohapatra and published by Springer. This book was released on 2017-10-18 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.
Download or read book Meeting Patient s Needs written by Lynn Rogut and published by United Hospital Fund. This book was released on 1995 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Cause and Effect Relationship Between Service Quality Perception and Patients Satisfaction with Special Reference to Private Diabetic Clinics written by Kamakshaiah Musunuru and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Background: Healthcare industry in India is growing at a tremendous pace owing to its strengthening coverage, services and increasing expenditure by public as well as private players. Health care outfits as organizations pretty much depends on patient admissions. So ultimately this brings emphasis on importance of the health care consumer and impact of their behavior on hospital's performance. Aims & Objectives: This paper seeks to find out (1) impact of socioeconomic profile of the patients on service quality perception, (2) Impact of service quality perception on patient's behavior, (3) assess the usability of such impact to formulate healthcare strategy. Methods: This study is basically an exploratory cum causal research which attempts to explore certain relationships between socioeconomic characteristics versus behavioral characteristics of patients. The data was collected from 800 small and medium private clinics where competition is stringent. The resultant data assumed to be related to three constructs viz. socioeconomic profile, service quality perception and patient's behavior. There are 13 variables in the data set. Statistical analysis: Study used reliability analysis to evaluate the internal consistency in the data. Factor analysis together with structural equation modeling was used to evaluate study constructs. Results: Certain socioeconomic characteristics are significant towards certain service quality dimensions. There is also certain level of evidence in support of study proposition that patient's satisfaction and attitude depends on their perception of service quality. Conclusion: The hospitals as health care organizations can make use of the impact of socioeconomic profile of patients while strategizing care so that it impacts patient's service quality perception. More specifically, while strategizing patient's perception of accuracy, the hospitals can make use of entire socioeconomic makeup as a single construct.
Download or read book The Effects of Perceived Service Quality on Patient Satisfaction and Behavioral Compliance at a Multi Speciality Public Hospital in State of Pahang written by Bahari Mohamed and published by . This book was released on 2015 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: The quality of health care service is always at the forefront of professional, political, concern stakeholders, and managerial attention. However, the key dimensions contributing to health care service quality not been fully understood. Many studies have been conducted to measure health care service quality, but most of them in developed countries, especially in Europe and the USA; the results may not be applied to the Malaysian context due to difference in culture, environment, and facilities accessibility. Although, the health care service quality research in developing countries is growing nonetheless, the study is not widespread in Malaysia. Only few empirical studies on healthcare service quality from Malaysia can be identified published in journals and the findings are inconsistent. Thus, to fill this knowledge gap, this study developed a service quality model for health care service by framing the association of service quality antecedents, perceived service quality, patient satisfaction, and behavioral compliance. To validate the research model and test the proposed research hypotheses, the study used a quantitative approach as a research paradigm, cross-sectional design as a survey method, combination of cluster and convenience sampling as a sampling technique and partial least square structural equation modeling (PLS-SEM) as a data analysis technique. The findings of the study show that health care service quality is a context-specific and multi-dimensional constructs. Given the high power achieved from the analysis, this thesis has significant theoretical and practical contributions. Theoretically, the study extends service quality research by reconstructing the model as a reflective, multi-dimensional constructs and evaluating the impacts of antecedent constructs on perceived service quality, patient satisfaction and behavioral compliance in the context of health care service in Malaysia. Methodologically, the study validates that PLS-SEM is suitable to estimate the parameters of a multi-dimensional constructs. Practically, the study provides hospital management with a health care service quality model for conducting integrated analysis and design of service delivery systems. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.
