Quality of health care and patient satisfaction

Emerald - 2010
HaticeCamgöz‐Akdağ1, MosadZineldin2
1Kadir Has University, İstanbul, Turkey
2School of Management and Economics, Växjö University, Växjö, Sweden

Tóm tắt

PurposeThe aim of this research is to examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Istanbul evaluate quality of health care to be similar or different to that of the Kazakhstani, Egyptian and Jordanian patients.Design/methodology/approachA conceptual model including behavioural dimensions of patient‐physician relationships and patient satisfaction has been used for approach. As the empirical research setting, this study concerns people who are or were patients once in Istanbul hospitals.FindingsThe questionnaire was taken from another research regarding Egyptian and Jordanian medical clinics. The same research was also done by the authors in Kazakhstan in 2008. A total of 48 items (attributes) of the newly developed five quality dimensions (5Qs) by the second author were identified to be the most relevant.Practical implicationsThe results of this study can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health care quality strategies.Originality/valueA 5Qs model to measure the patients' satisfaction of medical care is proposed as for previous studies for Kazakhstanian, Egyptian and Jordanian hospitals. As mentioned previously the 5Qs model encompasses technical, functional, interaction, infrastructure and the atmosphere qualities and services. The results can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health care quality strategies.

Từ khóa


Tài liệu tham khảo

Camgoz‐Akdag, H. and Zineldin, M. (2010), “The quality of health care and patient satisfaction: an exploratory investigation of the 5Qs model at Republic of Kazakhstan”, International Journal of Health Care Quality Assurance, in press.

Cetik, M.O., Ogulata, S.N. and Kocak, M. (2004), “Hastanelerde Tani ve Tedavi Surecleronde Kalite Engellerinin Hizmet Kalitesi Uzerine Etkilerinin Incelenmesi”, paper presented at YA/EM'2004‐Yoneylem Arastirmasi/Endustri Muhendisligi‐XXIV Ulusal Kongresi, Gaziantep, 15‐18 June.

Ford, D., Gadde, L.E., Hakkansson, H., Lundgren, A., Snehota, I., Turnbull, P. and Wilson, D. (1998), Managing Business Relationships, Wiley & Sons, Chichester.

Grönroos, C. (2000), Service Management and Marketing: A Customer Relationship Management Approach, Wiley, Chichester.

Longo, D.R. (1994), “The impact of outcome measurements on the hospital‐physician relationship”, Top Health Care Financial, Vol. 20 No. 4, pp. 63‐74.

Malhotra, N.K. (2007), Marketing Research: An Applied Orientation, Prentice Hall, Upper Saddle River, NJ, p. 505.

Radhika, V., Assaf, R.R. and Al‐Assaf, A.F. (2007), “JHQ 197 making patient safety and quality improvement act of 2005 work”, Journal for Healthcare Quality, National Association for Healthcare Quality, available at: www.nahq.org/journal/ce/article.html?article_id=282 (accessed May 15, 2008).

Robicheaux, R.A. and El‐Ansary, A.I. (1975), “A general model for understanding channel member behavior”, Journal of Retailing, Vol. 52 No. 12, pp. 13‐30.

Trusko, B.E., Pexton, C., Harrington, H.J. and Gupta, P. (2007), Improving Healthcare Quality and Cost with Six Sigma, FT Press, Prentice Hall, Upper Saddle River, NJ, pp. 21‐4.

Turkish Republic Ministry of Health (2009), “Turkish Republic Ministry of Health”, available at: www.performans.saglik.gov.tr/index.php?pid=25 (accessed May 20, 2009).

Zineldin, M. (2000), Total Relationship Management, Studentlitteratur, Sweden.

Zineldin, M. (2004), “Competition: the organization of the future”, Marketing Intelligence & Planning, Vol. 22 No. 7, pp. 780‐7.

Zineldin, M. (2006), “The quality of healthcare and patient satisfaction: an exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics”, International Journal of Health Care Quality Assurance, Vol. 19 No. 1, pp. 60‐92.

Thông tin
Thông tin xuất bản

Emerald

Thông tin tác giả