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

dc.contributor.authorZineldin, Mosad
dc.contributor.authorAkdag, Hatice Camgöz
dc.contributor.authorVasicheva, Valentina
dc.date.accessioned2021-02-16T19:38:51Z
dc.date.available2021-02-16T19:38:51Z
dc.date.issued2011
dc.description.abstractPurpose: 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.citation17
dc.identifier.doi10.1108/09526861111174215en_US
dc.identifier.endpage662en_US
dc.identifier.issn0952-6862en_US
dc.identifier.issn0952-6862
dc.identifier.issue8en_US
dc.identifier.pmid22204269en_US
dc.identifier.scopus2-s2.0-80054023817en_US
dc.identifier.scopusqualityQ3
dc.identifier.startpage654en_US
dc.identifier.urihttps://hdl.handle.net/20.500.12469/3938
dc.identifier.volume24en_US
dc.identifier.wosWOS:000212538600025en_US
dc.institutionauthorAkdag, Hatice Camgözen_US
dc.language.isoenen_US
dc.relation.journalInternational Journal of Health Care Quality Assuranceen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCustomer services qualityen_US
dc.subjectEgypten_US
dc.subjectHealthcareen_US
dc.subjectJordanen_US
dc.subjectKazakhstanen_US
dc.subjectPatient-staff relationshipen_US
dc.subjectPatientsen_US
dc.subjectQuality managementen_US
dc.titleMeasuring, Evaluating and Improving Hospital Quality Parameters/Dimensions - an Integrated Healthcare Quality Approachen_US
dc.typeArticleen_US
dspace.entity.typePublication

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