Measuring, Evaluating and Improving Hospital Quality Parameters/Dimensions - an Integrated Healthcare Quality Approach

dc.contributor.author Zineldin, Mosad
dc.contributor.author Akdag, Hatice Camgöz
dc.contributor.author Vasicheva, Valentina
dc.date.accessioned 2021-02-16T19:38:51Z
dc.date.available 2021-02-16T19:38:51Z
dc.date.issued 2011
dc.description.abstract Purpose: This paper aims to examine the major factors affecting cumulative summation, to empirically examine the major factors affecting satisfaction and to address the question whether patients in Kazakhstan evaluate healthcare similarly or differently from patients in Egypt and Jordan. Design/methodology/approach: A questionnaire, adapted from previous research, was distributed to Kazakhstan inpatients. The questionnaire contained 39 attributes about five newly-developed quality dimensions (5Qs), which were identified to be the most relevant attributes for hospitals. The questionnaire was translated into Russian to increase the response rate and improve data quality. Almost 200 usable questionnaires were returned. Frequency distribution, factor analysis and reliability checks were used to analyze the data. Findings: The three biggest concerns for Kazakhstan patients are: infrastructure; atmosphere; and interaction. Hospital staff's concern for patients' needs, parking facilities for visitors, waiting time and food temperature were all common specific attributes, which were perceived as concerns. These were shortcomings in all three countries. Improving health service quality by applying total relationship management and the 5Qs model together with a customer-orientation strategy is recommended. Practical implications: Results can be used by hospital staff to reengineer and redesign creatively their quality management processes and help move towards more effective healthcare quality strategies. Social implications: Patients in three countries have similar concerns and quality perceptions. Originality/value: The paper describes a new instrument and method. The study assures relevance, validity and reliability, while being explicitly change-oriented. The authors argue that patient satisfaction is a cumulative construct, summing satisfaction as five different qualities (5Qs): object; processes; infrastructure; interaction and atmosphere. en_US
dc.identifier.citationcount 17
dc.identifier.doi 10.1108/09526861111174215 en_US
dc.identifier.endpage 662 en_US
dc.identifier.issn 0952-6862 en_US
dc.identifier.issn 0952-6862
dc.identifier.issue 8 en_US
dc.identifier.pmid 22204269 en_US
dc.identifier.scopus 2-s2.0-80054023817 en_US
dc.identifier.scopusquality Q3
dc.identifier.startpage 654 en_US
dc.identifier.uri https://hdl.handle.net/20.500.12469/3938
dc.identifier.volume 24 en_US
dc.identifier.wos WOS:000212538600025 en_US
dc.institutionauthor Akdag, Hatice Camgöz en_US
dc.language.iso en en_US
dc.relation.journal International Journal of Health Care Quality Assurance en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/closedAccess en_US
dc.scopus.citedbyCount 24
dc.subject Customer satisfaction en_US
dc.subject Customer services quality en_US
dc.subject Egypt en_US
dc.subject Healthcare en_US
dc.subject Jordan en_US
dc.subject Kazakhstan en_US
dc.subject Patient-staff relationship en_US
dc.subject Patients en_US
dc.subject Quality management en_US
dc.title Measuring, Evaluating and Improving Hospital Quality Parameters/Dimensions - an Integrated Healthcare Quality Approach en_US
dc.type Article en_US
dc.wos.citedbyCount 19
dspace.entity.type Publication

Files