Journal articles on the topic 'Healthcare service'
To see the other types of publications on this topic, follow the link: Healthcare service.
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Healthcare service.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Pratyush Ranjan and Peeyush Ranjan. "Service-Profit Chain Analysis in Healthcare Services." Journal of Multidisciplinary Research in Healthcare 4, no. 2 (April 2, 2018): 95–100. http://dx.doi.org/10.15415/jmrh.2018.42008.
Full textAbstract:
Focus on service-profit chain by organizations in the service sector has been found to be of crucial importance. Companies in varied sectors like banking, airlines, restaurants and healthcare have become industry leaders by focusing on aspects of service-profit chain. This paper presents an analysis of service-profit chain in the healthcare sector. Taking two examples of hospitals from India and one from abroad this paper brings out the importance of focusing on the service-profit chain in this sector. An analysis of the practices in these hospitals, with a major focus on Aravind Eye Hospital, will give a perspective of how these hospitals have focused on the service-profit chain and made them efficient and effective and have enhanced their customers’ satisfaction. Service-profit chain analysis can help healthcare organizations to be customer focused. It can motivate organizations to develop attractive value propositions for customers. It can also provide a warning to organizations that are neglecting the interests of employees. Overall, the service-profit chain provides a useful framework for healthcare organizations in developing their strategy as well as implementing day-to-day operations.
2
Osugi, Takuzo, Jecinta Kamau, Andrew Rebeiro-Hargrave, Abdullah Emran, and Ashir Ahmed. "Healthcare Service on Wheels for Unreached Communities." International Journal of Social Science and Humanity 6, no. 8 (August 2016): 594–99. http://dx.doi.org/10.7763/ijssh.2016.v6.716.
Full text
3
Ghildiyal, Archana Kumari, Jitendra Chandra Devrari, and Atul Dhyani. "Determinants of Service Quality in Healthcare." International Journal of Patient-Centered Healthcare 12, no. 1 (January 1, 2022): 1–12. http://dx.doi.org/10.4018/ijpch.309117.
Full textAbstract:
Indian healthcare is described as the largest sector, both in revenue and employment. The quality of service—the characteristics that shape care experience beyond technical competence—is rarely discussed in the medical literature. This study reveals the determinants that affect the perception of quality of healthcare services from the patients' and service providers' points of view. A cross-sectional method was followed to determine the perception of quality of healthcare services and relating variables including infrastructure, reliability and responsiveness, empathy, affordability, and administration. The data collected from 400 respondents, including patients and service providers, for the study were analyzed using confirmatory factor analysis. Results confirmed that healthcare service quality aspects (i.e., physical environment, staff behavior, responsiveness, affordable services, admission process) positively relate to customers' perception. Findings will help the hospital managers articulate effective strategies to ensure superior quality of healthcare services to customers.
4
Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (October 2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.
Full textAbstract:
Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.
5
Fatima, Taqdees, Shahab Alam Malik, and Asma Shabbir. "Hospital healthcare service quality, patient satisfaction and loyalty." International Journal of Quality & Reliability Management 35, no. 6 (June 4, 2018): 1195–214. http://dx.doi.org/10.1108/ijqrm-02-2017-0031.
Full textAbstract:
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.
6
Pohjosenperä, Timo, Päivi Kekkonen, Saara Pekkarinen, and Jari Juga. "Service modularity in managing healthcare logistics." International Journal of Logistics Management 30, no. 1 (February 11, 2019): 174–94. http://dx.doi.org/10.1108/ijlm-12-2017-0338.
Full textAbstract:
PurposeThe purpose of this paper is to examine how modularity is used for enabling value creation in managing healthcare logistics services.Design/methodology/approachMaterial logistics of four different kinds of hospitals is examined through a qualitative case study. The theoretical framework builds on the literature on healthcare logistics, service modularity and value creation.FindingsThe case hospitals have developed their material logistics independently from others when looking at the modularity of offerings, processes and organisations. Services, such as assortment management, shelving and developing an information platform, have been performed in-house partly by the care personnel, but steps towards modularised and standardised solutions are now being taken in the case hospitals, including ideas about outsourcing some of the services.Research limitations/implicationsThis paper proposes seven modularity components for healthcare logistics management: segmentation, categorisation and unitisation of offerings, differentiation and decoupling of processes, and centralisation and specialisation of organisations. Thus, this study clarifies the three-dimensional concept of modularity as a cognitive frame for managing logistics services with heterogeneous customer needs in a rapidly changing healthcare environment.Practical implicationsModularity offers a tool for developing logistics services inside the hospital and increases possibilities to consider also external logistics service providers.Social implicationsManaging healthcare logistics services through modularity has potential social implications in developing healthcare processes and changing the usage of health services. On a wider scale, modularity is helping healthcare systems reaching their goals in terms of service quality and cost.Originality/valueThis paper shows the context-specific antecedents of service modularity and the usage of modular thinking in managing healthcare logistics.
7
Sritoomma, Netchanok. "Service excellence: Strategies for healthcare and nursing services." Indian Journal of Public Health Research & Development 9, no. 10 (2018): 521. http://dx.doi.org/10.5958/0976-5506.2018.01398.0.
Full text
8
N Akhade, Ganesh, Dr S. B. Jaju, and Dr R. R. Lakhe. "Identification of service quality attributes for healthcare services." International Journal of Engineering Trends and Technology 32, no. 1 (February 25, 2016): 37–44. http://dx.doi.org/10.14445/22315381/ijett-v32p208.
Full text
9
Väänänen, Antti, Keijo Haataja, Katri Vehviläinen-Julkunen, and Pekka Toivanen. "Proposal of a novel Artificial Intelligence Distribution Service platform for healthcare." F1000Research 10 (March 26, 2021): 245. http://dx.doi.org/10.12688/f1000research.36775.1.
Full textAbstract:
In this paper, we focus on presenting a novel AI-based service platform proposal called AIDI (Artificial Intelligence Distribution Interface for healthcare). AIDI proposal is based on our earlier research work in which we evaluated AI-based healthcare services which have been used successfully in practice among healthcare service providers. We have also used our systematic review about AI-based healthcare services benefits in various healthcare sectors. This novel AIDI proposal contains services for health assessment, healthcare evaluation, and cognitive assistant which can be used by researchers, healthcare service provides, clinicians, and consumers. AIDI integrates multiple health databases and data lakes with AI service providers and open access AI algorithms. It also gives healthcare service providers open access to state-of-the-art AI-based diagnosis and analysis services. This paper provides a description of AIDI platform, how it could be developed, what can become obstacles in the development, and how the platform can provide benefits to healthcare when it will be operational in the future.
10
Yu, Zhao, Lijian Wang, and Tolulope Ariyo. "Supply and Demand-Related Decisive Factors in the Utilization of Non-Medical Community Healthcare Services among Elderly Chinese." International Journal of Environmental Research and Public Health 18, no. 1 (December 30, 2020): 228. http://dx.doi.org/10.3390/ijerph18010228.
Full textAbstract:
There is little research on the utilization of non-medical community healthcare services among the elderly, compared with that of medical community healthcare services. From the perspective of both supply and demand, based on the survey data from Shaanxi province, this study examined supply-related factors (including service supply, service quality, service charge and service accessibility) and demand-related factors (including service need, individual financial status, family care support and knowledge of service) affecting the utilization of non-medical community healthcare services among the elderly in China by using Poisson regression. The findings show that service supply, service quality, service need and knowledge of service are positively associated with the utilization of non-medical community healthcare services among elderly Chinese, but the other factors identified in previous studies are not significant predictors for the utilization of the services among the elderly in the context of China. To our knowledge, this is the first study to examine both supply-related factors and demand-related factors affecting the utilization of non-medical community healthcare services among elderly Chinese.
11
Sumaedi, Sik, Medi Yarmen, and I. Gede Mahatma Yuda Bakti. "Healthcare service quality model." International Journal of Productivity and Performance Management 65, no. 8 (November 14, 2016): 1007–24. http://dx.doi.org/10.1108/ijppm-08-2014-0126.
Full textAbstract:
Purpose The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia. Design/methodology/approach The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia. Findings The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition. Research limitations/implications This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model. Practical implications Healthcare institution’s managers can use the HSQ model to monitor, measure, and improve their service quality. Originality/value There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.
12
Batalden, Maren, Paul Batalden, Peter Margolis, Michael Seid, Gail Armstrong, Lisa Opipari-Arrigan, and Hans Hartung. "Coproduction of healthcare service." BMJ Quality & Safety 25, no. 7 (September 16, 2015): 509–17. http://dx.doi.org/10.1136/bmjqs-2015-004315.
Full text
13
Pustika Sukma, Dara, Adi Sulistiyono, and Widodo Tresno Novianto. "Fraud in Healthcare Service." SHS Web of Conferences 54 (2018): 03015. http://dx.doi.org/10.1051/shsconf/20185403015.
Full textAbstract:
In Indonesia, the fraud of healthcare service implementation occurs widely in hospitals, thereby harming the participants of social insurance. The objectives of research were to find out, to analyze, and to give solution to the fraud in the healthcare service. This research was taken place in several hospitals in Central Java Indonesia using non-doctrinal or empirical method on stakeholders related to national health insurance. The result of research showed that the substance of the ratification of Health Minister’s Regulation Number 36 of 2015 about Fraud Prevention in National Health Insurance in National Social Insurance System becomes the government’s attempt in suppressing fraud in healthcare service. In its structure, healthcare service occurs due to the pressure of enacted costing system, limited supervision, and justification in committing fraud and the imbalance between health service system and burden among clinicians, service provider not giving adequate incentive, inadequate medical equipment supply, system inefficiency, less transparency in health facilities, and cultural factor. Those who are responsible for the attempt of eradicating fraud such as Health Ministry, Regency/City Health Service, Hospital’s Board of Directors, Hospital Supervision Agency and Council, Social Insurance Administration Organization, professional organization, and Social Insurance participants should walk in the cycle starting from building awareness, reporting, detecting, investigating, sanction imposing, to building awareness.
14
Che Senik, Zizah, Adlin Masood, Khairul Akmaliah Adham, Noreha Halid, and Rosmah Mat Isa. "KPJ Healthcare: service internationalization." Emerald Emerging Markets Case Studies 3, no. 4 (October 11, 2013): 1–6. http://dx.doi.org/10.1108/eemcs-06-2013-0092.
Full textAbstract:
Title – KPJ Healthcare: service internationalization. Subject area – International business, international marketing, and strategic management. Study level/applicability – Advanced undergraduate and MBA students taking courses in international business, international marketing, and strategic management. Case overview – KPJ Healthcare Group started its operations in 1979. By the end of 2012, the Group operated 22 hospitals in Malaysia, two in Indonesia, one in Thailand, and one retirement resort in Australia. Its internationalization efforts began in mid-1990s with the provision of hospital management service in Indonesia, Bangladesh, and Saudi Arabia. Since 2010, the Group had pursued international acquisition projects in Australia, Indonesia and Thailand. In early 2013, the Group ' s newly appointed CEO and his management team had to decide on the strategies to ensure the success of these international acquisition projects. This case stimulates discussion on international strategies of a large healthcare group, operating in a highly competitive, high-growth industry in an emerging economy. Expected learning outcomes – Understanding of approaches to service internationalization (incremental versus rapid), strategies in service internationalization, forms of service internationalization ventures will enable case analysts to apply and consider these concepts in many business situations involving internationalization process and business growth in general. Supplementary materials – Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.
15
Ramos, Mayara, Fernando Antônio Forcellini, and Marcelo Gitirana Gomes Ferreira. "Patient-centered healthcare service development: a literature review." Strategic Design Research Journal 14, no. 2 (October 15, 2021): 423–37. http://dx.doi.org/10.4013/sdrj.2021.142.04.
Full textAbstract:
Patient centred services and patient experiences have increasingly been related to service quality and efficiency of care. As a way to have patient centred services, healthcare organizations started involving patients in service improvement. Proper service design is another factor that influences service quality. Healthcare services, however, have presented issues in this aspect. Human Centred Design approaches can be a way for healthcare organisations to properly design services and deliver patient centred care. In this paper, we investigate through a literature review, what methods have been used to design or improve healthcare services and how they contributed to patient centred care. With literature analysis, we identified that Service Design, co-design and other design related approaches were used to bring patient participation, and highlighted improvements and barriers involved in their use. Although these processes faced some barriers, they had positive effects to services being patient centred, improving patient satisfaction and care. Despite the effort of using structured approaches to patient participation and service improvement, the organizations might still be (re)designing their services with inadequate processes.
16
Unnarsdottir, Magnea, Henry Ascher, Jonas Hermansson, and Louise Danielsson. "Call me, later! Patients’ experiences of Swedish healthcare call-back services and access to healthcare." Journal of Hospital Administration 7, no. 5 (June 27, 2018): 8. http://dx.doi.org/10.5430/jha.v7n5p8.
Full textAbstract:
Objective: Despite the wide use of telephone call-back services in Swedish healthcare, there has been little research on how it affects patients. This study explores individual experiences of a call-back service, concentrating on barriers to healthcare, and healthcare-seeking behavior.Methods: The study was conducted at Angered Hospital and Angered Primary Care Rehabilitation Center in Gothenburg, Sweden. Ten informants, 28-82 years old, who had used the call-back service participated in interviews about their experience of the call-back service. Thematic analysis was used to analyze data from the interviews.Results: Three themes were identified in the analysis: (1) features and functions of the call-back service; (2) the call-back service as a barrier to or facilitator of healthcare; and (3) adjustments to the call-back service. Most informants were content with the call-back function. Negative experiences were related to language difficulties and the length of time allowed during the phone call. Lack of available appointments and telephone access were problems reported. Informants suggested a longer time frame for calls, longer opening hours regarding telephone access, more language and voicemail options, and the possibility of speaking to a person.Conclusions: Informants in this study mostly had a positive impression of seeking healthcare using call-back services. Barriers related to language and time frame for calls could be explored in larger studies. The results from this explorative study suggests that a combination of approaches – with other options added to the call-back services - might increase equal access to health care. The use and effects of call-back services warrant further investigation.
17
Tran, Ha Diem, and Thi Tu Quyen Bui. "Chất lượng dịch vụ Bệnh viện Phụ sản MêKông qua cảm nhận của khách hàng ngoại trú năm 2019." Journal of Health and Development Studies 04, no. 04 (December 29, 2020): 9–17. http://dx.doi.org/10.38148/jhds.0404skpt20-006.
Full textAbstract:
Objective: The aim of study is assessing the healthcare service quality through outpatient’s perception and analyzing several effects on the quality of healthcare services. Methods: The descriptive cross-sectional study, using quantity and qualitative method was conducted at MeKong Obstetric and Gynecology hospital. 285 selected outpatients filled the original SERVPERF questionaire which consists 22 questions about 5 dimensions of service quality: Reliability, Responsiveness, Assurance, Empathy and Tangible. Main findings: The results showed that the mean score of all the domains is 4.34 (± 0.41). The majority (96.1%) of respondents evaluated the quality of healthcare services in high level. The positive influencies on healthcare service included: qualifications of medication, reasonable cost, and short waiting. The negative remarkable factor is the unequal in a mount of clients in working-times. Conclusions: The hospital’s service quality has been evaluated very well, however the hospital needs to know how to meet clientsdemands through its policies concerning customers to improve service quality better. Keywords: healthcare service quality, SERVPERF, outpatient.
18
Kondasani, Rama Koteswara Rao, and Rajeev Kumar Panda. "Customer perceived service quality, satisfaction and loyalty in Indian private healthcare." International Journal of Health Care Quality Assurance 28, no. 5 (June 8, 2015): 452–67. http://dx.doi.org/10.1108/ijhcqa-01-2015-0008.
Full textAbstract:
Purpose – The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach – In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Finding – Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Practical implications – Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. Originality/value – This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.
19
Paul, Mridul, and Ajanta Das. "Service Level Agreements for Smart Healthcare in Cloud." International Journal of Grid and High Performance Computing 9, no. 4 (October 2017): 57–70. http://dx.doi.org/10.4018/ijghpc.2017100104.
Full textAbstract:
With the advancement of Cloud computing, the adoption of cloud service in various industries is fast increasing. This is evident in the healthcare domain where the adoption is on the rise recently. However, the research contribution in this domain has been limited to certain functions. While cloud can increase availability, reachability of services, it is critical to design the healthcare service before provisioning. Besides, it is important to formulate Service Level Agreements (SLAs) to ensure that consumers can get guaranteed service from the service provider. The objective of this paper is to design the cloud based smart services for patient diagnostics. This research specifically defines service architecture for patients, physicians and diagnostic centers. In order to measure the proposed services, metrics of each SLA parameter is described with its functional and non-functional requirements. This paper also explains a case study implementation of a basic patient service using Google App Engine.
20
Shabbir, Asma, Shahab Alam Malik, and Saquib Yusaf Janjua. "Equating the expected and perceived service quality." International Journal of Quality & Reliability Management 34, no. 8 (September 4, 2017): 1295–317. http://dx.doi.org/10.1108/ijqrm-04-2016-0051.
Full textAbstract:
Purpose The purpose of this paper is to investigate patients’ views toward the perceived service quality of public and private healthcare service providers. Determinants of healthcare service quality were compared by carrying out a GAP analysis to equate perceived and expected services and examined differences in the service quality. Design/methodology/approach The study sample comprises 310 inpatients of public and private healthcare service providers. Self-administered questionnaires were used along a five-point Likert scale and analyzed through the Statistical Package for Social Sciences. GAP analysis was used to observe the difference between expectations and perceived service quality. Findings A cross-sectional study revealed significant quality gaps between the expected and perceived services of public and private healthcare service providers; conversely patients’ expectations are not fully met in both types of hospitals. Private hospitals surpassed in terms of overall perceived service quality from their counterparts. Perceived services were found better in terms of physician medical services in public sector hospitals, while rooms and housekeeping services were found better in terms of private sector hospitals. Practical implications The result can be used by both public and private healthcare service providers to restructure their quality management practices which could only be possible through effective management commitment, regular patients’ feedback and translucent complaint procedures. Originality/value The study conceptualizes the expected and perceived hospital service quality dimensions as an eight-dimensional framework. A comparison between public and private sector hospitals is made to get a better understanding about the differences in the perceived healthcare services among two sectors. Consequences of the study will aid hospital managers and policy makers to get a fuller picture of healthcare services in order to contrive enhancement practices.
21
McKenzie, Kwame. "Improving mental healthcare for ethnic minorities." Advances in Psychiatric Treatment 14, no. 4 (July 2008): 285–91. http://dx.doi.org/10.1192/apt.bp.107.004366.
Full textAbstract:
Multicultural societies offer a significant challenge to mental health services. Different groups have different rates of illness, illness models, ideas of what a suitable pathway of care is and what suitable care looks like. Trying to set up services to meet all these needs can be difficult. There may need to be modifications in clinical practice, service configuration and the way services are commissioned. Ethnic minority communities face complex problems and, consequently, strategies to deal with them can be complex, requiring support from the non-statutory sector, social services and other branches of medicine. Service development often needs research, staff training, race-equality schemes and sufficient funding to make change possible. I offer here a scheme for considering how to think through service development in this area as well as introducing the government strategy, Delivering Race Equality.
22
Kondasani, Rama Koteswara Rao, Rajeev Kumar Panda, and R. Basu. "Better healthcare setting for better healthcare service quality." International Journal of Quality & Reliability Management 36, no. 10 (November 4, 2019): 1665–82. http://dx.doi.org/10.1108/ijqrm-05-2018-0120.
Full textAbstract:
Purpose The purpose of this paper is to assess and compare different private healthcare settings based on perceived service quality in Indian context using analytical hierarchy process (AHP). The Indian private healthcare sector has been controlled by three categories of healthcare settings, namely, nursing clinics (NCs), non-corporate hospitals (NCHs) and corporate hospitals (CHs). Design/methodology/approach AHP was used to rank order of healthcare setting regarding the service quality dimensions and relative standings of every service provider with respect to its competitors. The authors collected random data from nine private hospitals situated in eastern and southern India. The authors proposed a feasible appraising approach based on AHP to decide the sustainability priority of dimensions like reliability, physical environment, empathy, efficiency, timeliness, transparency, affordability, communication, appropriateness and consistency in the Indian private healthcare industry. Findings The result demonstrates that Indian NCHs are performing better on customers’ perceived service quality, followed by CHs and NCs. The comparative performance of healthcare settings is an attempt to establish a performance ranking. Originality/value This research assesses dimensions of the service quality that need urgent attention. The results may provide insight to healthcare managers as to how they can improve their service quality in order to match customer expectation and to improve business performance.
23
Jang, Sung Hee, Rachel H. Kim, and Chang Won Lee. "Effect of u-healthcare service quality on usage intention in a healthcare service." Technological Forecasting and Social Change 113 (December 2016): 396–403. http://dx.doi.org/10.1016/j.techfore.2016.07.030.
Full text
24
Laing, Angus. "Meeting patient expectations: healthcare professionals and service re-engineering." Health Services Management Research 15, no. 3 (August 1, 2002): 165–72. http://dx.doi.org/10.1258/095148402320176675.
Full textAbstract:
A central theme underpinning the reform of healthcare systems in western economies since the 1980s has been the emphasis on reorienting service provision around the patient. Healthcare organizations have been forced to re-appraise the design of the service delivery process, specifically the service encounter, to take account of these changing patient expectations. This reorientation of healthcare services around the patient has fundamental implications for healthcare professionals, specifically challenging the dominance of service professionals in the design and delivery of health services. Utilizing a qualitative methodological framework, this paper explores the responses of healthcare professionals to service redesign initiatives implemented in acute NHS hospitals in Scotland and considers the implications of such professional responses for the development of patient-focused service delivery. Within this, it specifically examines evolving professional perspectives on the place of a service user focus in a publicly funded healthcare system, professional attitudes towards private sector managerial practices, and the dynamics of changing professional behaviour.
25
G.N, Dr Akhade. "Development of HC-Qual: Healthcare Service Quality Measuring Instrument." Journal of Advanced Research in Dynamical and Control Systems 12, SP7 (July 25, 2020): 2482–89. http://dx.doi.org/10.5373/jardcs/v12sp7/20202380.
Full text
26
Davis, Kathryn Simons, Mayoor Mohan, and Steven W. Rayburn. "Service quality and acculturation: advancing immigrant healthcare utilization." Journal of Services Marketing 31, no. 4/5 (July 10, 2017): 362–72. http://dx.doi.org/10.1108/jsm-03-2016-0118.
Full textAbstract:
Purpose This paper aims to develop an understanding of key variables for designing and marketing healthcare services for immigrant consumers – widely considered a vulnerable consumer group. Design/methodology/approach Data collected from 277 participants was analyzed using ANOVA models and mean score comparisons. Findings Differences based on immigrant status and acculturation level are identified. Differences between immigrant acculturation levels based on service quality dimensions are also revealed. Research implications This research indicates that acculturation-based studies are insightful and finds that immigrants’ service responses do not mirror those of native respondents in healthcare services. Practical and social implications This research highlights key nuances within immigrant populations that hold significant implications for service providers. Culturally appropriate service design and marketing can enhance service utilization by the target population. Originality/value This study focuses on the healthcare service experiences of immigrant populations and application of this information to service design.
27
Russo, Giuseppe, Andrea Moretta Tartaglione, and Ylenia Cavacece. "Smart Healthcare and Value Co-creation: The Service Science Perspective to Healthcare Quality Improvements." International Journal of Business Administration 10, no. 6 (September 29, 2019): 1. http://dx.doi.org/10.5430/ijba.v10n6p1.
Full textAbstract:
This paper aims to identify efficient paths for improving healthcare service quality by adopting the theoretical framework of Service Science based on value co-creation and smart healthcare. Through a literary review, the links between healthcare quality, patient satisfaction and value co-creation are identified and analyzed from a smart healthcare perspective. Theoretical implications are tested through the analysis of the Lazio region case in Italy. The results make it possible to identify the possible positive effects on the quality of the health service deriving from the application of new management logics based on sharing and co-creating services between health professionals and patients by using the latest digital technologies. This work suggests the adoption of new logics, practices and technological tools that allow health managers to design experiences and services able to satisfy patients' different needs while benefiting from them through "win-win" solutions, able to create a higher value for all the actors involved in the healthcare process.
28
PalaniNathaRaja, M., S. G. Deshmukh, and Subhash Wadhwa. "Measuring service quality in technical education and healthcare services." International Journal of Services and Operations Management 2, no. 3 (2006): 222. http://dx.doi.org/10.1504/ijsom.2006.009858.
Full text
29
Aguillard, Kimberly, Rosemary B. Hughes, Vanessa R. Schick, Sheryl A. McCurdy, and Gretchen L. Gemeinhardt. "Mental Healthcare." Violence and Victims 37, no. 1 (February 1, 2022): 26–43. http://dx.doi.org/10.1891/vv-d-21-00045.
Full textAbstract:
Women with disabilities are at increased risk of interpersonal violence compared to women without disabilities. Little is known, however, about women with disabilities’ experience accessing and participating in counseling and other mental health services during and following their victimization, particularly when living in a rural setting. This study involved qualitative interviews with 33 women with diverse disabilities who experienced interpersonal violence in rural communities. Researchers used thematic content analysis to identify three key themes from the findings: (a) experiences learning about mental health service options, (b) challenges to finding an appropriate “fit” and therapy approach, and (c) access barriers to mental health services. Participants emphasized the need for provider training specific to disability, the inclusion of people with disabilities more prominently in the mental health workforce, and the importance of advancements in accessible telemental health. We discuss implications for improving mental health services.
30
Srivastava, Shefali, and Gyan Prakash. "Enhancing Modularity in Healthcare Services Through Integration." Asia-Pacific Journal of Management Research and Innovation 15, no. 3 (September 2019): 97–110. http://dx.doi.org/10.1177/2319510x19883077.
Full textAbstract:
The objective of this article is to identify and validate the theoretical relationships between facilitators of modular architecture in healthcare service delivery context. The relationships among heterogeneity in healthcare services, coordinated care pathways, organisational orientation, integrated supply chain performance and modularity in health service delivery were explored. A structural model was developed based on a literature review. A 35-item questionnaire was circulated among service providers in the healthcare system all over India. A cross-sectional research design was used to assess the framework of research. The random sampling method was adopted to collect data. A total of 127 valid responses were received. Data analysis was performed using partial least square structural equation modelling (PLS-SEM).Results reveal that modular architecture can be achieved by building an environment which has coordinated and integrated efforts of service providers incorporated with enhanced organisational orientation. The study added insights to the theory of modular systems. The authors recognise that modularity helps in enhancing the patient-centric orientation. The findings provide potentially important information to health service managers and providers, enabling them to understand the requisites of modular architecture. This is the first study exploring the relationships between facilitators of modularity in healthcare services. The study complements literature on service modularity with reference to specialised care unit of maternity services.
31
Poonsuph, Rattakorn. "The Design Blueprint for a Large-Scale Telehealth Platform." International Journal of Telemedicine and Applications 2022 (January 5, 2022): 1–15. http://dx.doi.org/10.1155/2022/8486508.
Full textAbstract:
Technological innovation plays a crucial role in digital healthcare services. A growing number of telehealth platforms are concentrating on using digital tools to improve the quality and availability of care. Virtual care solutions employ not only advanced telehealth technology but also a comprehensive range of healthcare services. As a result, these can reduce patient healthcare costs as well as increase accessibility and convenience. At the same time, the healthcare service provider can leverage healthcare professionals to get a better perspective into the needs of their patients. The objective of this research is to provide a comprehensive design blueprint for a large-scale telehealth platform. Telehealth is the digital healthcare service combining online services and offline access for healthcare facilities to offer various healthcare services directly to patients. This design blueprint covers the digital healthcare ecosystem, new patient journey design for digital health services, telehealth functionality design, and an outline of the platform infrastructure and security design. Ultimately, telehealth platforms establish a completed digital healthcare service and new ecosystem that provides better care for every patient worldwide.
32
Prakash, Gyan. "Steering healthcare service delivery: a regulatory perspective." International Journal of Health Care Quality Assurance 28, no. 2 (March 9, 2015): 173–92. http://dx.doi.org/10.1108/ijhcqa-03-2014-0036.
Full textAbstract:
Purpose – The purpose of this paper is to explore regulation in India’s healthcare sector and makes recommendations needed for enhancing the healthcare service. Design/methodology/approach – The literature was reviewed to understand healthcare’s regulatory context. To understand the current healthcare system, qualitative data were collected from state-level officials, public and private hospital staff. A patient survey was performed to assess service quality (QoS). Findings – Regulation plays a central role in driving healthcare QoS. India needs to strengthen market and institutional co-production based approaches for steering its healthcare in which delivery processes are complex and pose different challenges. Research limitations/implications – This study assesses current healthcare regulation in an Indian state and presents a framework for studying and strengthening regulation. Agile regulation should be based on service delivery issues (pull approach) rather than monitoring and sanctions based regulatory environment (push approach). Practical implications – Healthcare pitfalls across the world seem to follow similar follies. India’s complexity and experience is useful for emerging and developed economies. Originality/value – The author reviewed around 70 publications and synthesised them in healthcare regulatory contexts. Patient’s perception of private providers could be a key input towards steering regulation. Identifying gaps across QoS dimensions would be useful in taking corrective measures.
33
Alruways, Naif Hezam Fahad, Geza Abdulah AlAlwey, Ahmad Rayan Alfuraydi, Suliman Ali Alhussain, Nasser Ibrahim Aleidi, Adel Abdulah Aldukhil, Mohammed Nasser algdairy, Talal Saad Almutoua, Moteb Khaled Aldhwyan, and Satam awed al harbi. "The Future of Healthcare Quality and Safety." International Journal Of Pharmaceutical And Bio-Medical Science 02, no. 12 (December 16, 2022): 646–51. http://dx.doi.org/10.47191/ijpbms/v2-i12-11.
Full textAbstract:
A Health Care Organization (HCO) is by definition a complex organization due to the intangible outcome of service and a mix of diverse professional personnel. Healthcare quality management is a critical requirement in the health sector. Quality principles have always been present in health care. However, quality is not a physical characteristic of a service. The use of the term "Health Care Service" rather than "Medical Care" further defines the field and positions it as an entity that can be assessed, monitored, and improved. A quality healthcare system is "accessible, appropriate, available, affordable, effective, efficient, integrated, safe, and patient-centered." Practitioners in allied health services, dentistry, midwifery, obstetrics, medicine, nursing, optometry, pharmacy, psychology, and other care providers provide health care. Quality management in health care is a broad concept. It was initially perceived as directing healthcare personnel on what to do. However, its current meaning is to manage the care process. It refers to viewing organizational functions as a jumble of procedures and processes that can be addressed both individually and collectively. Despite the fact that various models have been proposed, Donabedian's concept of the triad of structure, process, and outcome remains the foundation of quality assessment today. Quality management has emerged as a more pressing need than ever before, owing to the new definition of quality, which includes patient satisfaction as an outcome of service. The quality of services provided to patients is critical. The traditional view of quality control focused on defect detection, whereas the current concept focuses on defect prevention, continuous process improvement, and an outcome-driven system guided by the needs of the patients. As a result, there is an urgent need to effect a paradigm shift in the quality of health care delivery. The authorities must take the initiative to become involved in quality. Currently, quality is being addressed more in the medical field than in allied fields such as dentistry and nursing, as well as in developing countries.
34
Sahoo, Debajani, and Tathagata Ghosh. "Healthscape role towards customer satisfaction in private healthcare." International Journal of Health Care Quality Assurance 29, no. 6 (July 11, 2016): 600–613. http://dx.doi.org/10.1108/ijhcqa-05-2015-0068.
Full textAbstract:
Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.
35
Et al., Rungroje Songsraboon. "Healthcare Service Quality Model of Private Hospitals in Bangkok, Thailand." Psychology and Education Journal 58, no. 1 (January 16, 2021): 3854–58. http://dx.doi.org/10.17762/pae.v58i1.1419.
Full textAbstract:
The objectives of this article are (1) to explore the perceived factors of service quality affecting the decision to use services in private hospitals, (2) to analyze the relationship of service quality models and the decision to use services in private hospitals, and (3) to develop service quality models that influence the decision to use services in private hospitals. The sample group was 400 patients who were admitted to private hospitals listed on the Stock Exchange of Thailand, by the convenience sampling method. The statistics used in this research were descriptive statistics, percentage, mean, and standard deviation. The correlation between factors was used to analyze one-way ANOVA and construct a multiple-linear regression equation by the stepwise method. The results of the research were found that 1) factors affecting the decision to use services in private hospitals consisted of 8 factors, namely service quality of doctors, service quality of nurses, service quality for diagnosis, service quality of reception, service quality to stay in private hospitals, service quality of patient foods, service quality of cleaning in patient rooms, and service quality of payments. 2) The regression equation of the service decision can have six independent variables into the regression equation. They were able to jointly explain 65.8% variation in service decision and the resulting regression equation has a variance of 0.378. 3) The results of the development of the service quality model by the multiple linear regression method using the stepwise method, the key factors were consistent with the empirical data. It has a good predictive ability with quadratic multiple correlations (R2) of 0.658 or 65.8%, which can be written as a regression equation to be a key factor in the development of the service quality model that influence the decision to use services in private hospitals.
36
Dodds, Sarah, Rebekah Russell–Bennett, Tom Chen, Anna-Sophie Oertzen, Luis Salvador-Carulla, and Yu-Chen Hung. "Blended human-technology service realities in healthcare." Journal of Service Theory and Practice 32, no. 1 (January 4, 2022): 75–99. http://dx.doi.org/10.1108/jstp-12-2020-0285.
Full textAbstract:
PurposeThe healthcare sector is experiencing a major paradigm shift toward a people-centered approach. The key issue with transitioning to a people-centered approach is a lack of understanding of the ever-increasing role of technology in blended human-technology healthcare interactions and the impacts on healthcare actors' well-being. The purpose of the paper is to identify the key mechanisms and influencing factors through which blended service realities affect engaged actors' well-being in a healthcare context.Design/methodology/approachThis conceptual paper takes a human-centric perspective and a value co-creation lens and uses theory synthesis and adaptation to investigate blended human-technology service realities in healthcare services.FindingsThe authors conceptualize three blended human-technology service realities – human-dominant, balanced and technology-dominant – and identify two key mechanisms – shared control and emotional-social and cognitive complexity – and three influencing factors – meaningful human-technology experiences, agency and DART (dialogue, access, risk, transparency) – that affect the well-being outcome of engaged actors in these blended human-technology service realities.Practical implicationsManagerially, the framework provides a useful tool for the design and management of blended human-technology realities. The paper explains how healthcare services should pay attention to management and interventions of different services realities and their impact on engaged actors. Blended human-technology reality examples – telehealth, virtual reality (VR) and service robots in healthcare – are used to support and contextualize the study’s conceptual work. A future research agenda is provided.Originality/valueThis study contributes to service literature by developing a new conceptual framework that underpins the mechanisms and factors that influence the relationships between blended human-technology service realities and engaged actors' well-being.
37
Lin, Shu Ping, Chia Yen Hsieh, and Thao Minh Ho. "Innovative Healthcare Cloud Service Model." Applied Mechanics and Materials 543-547 (March 2014): 4511–13. http://dx.doi.org/10.4028/www.scientific.net/amm.543-547.4511.
Full textAbstract:
This study aims to discuss the determinants influencing users intention behavior toward Healthcare Cloud Services (HCS) by integrating Health Belief Model (HBF), Technology Acceptance Model (TAM), Innovation Diffusion Theory (IDT), and Information System Success (ISS). Structural Equation Model is used for data analysis. The results reveal that perceived ease of use plays the most critical role on users intention behavior, followed by pleasure and perceived barriers, implying it is essential for medical institutions to strengthen users intention behavior by advocating the cloud service benefits and operating convenience. The findings hope to provide future research and managers with helpful references of customer needs and guidelines for enhancing healthcare quality in order to achieve better development and competitiveness.
38
Peters, Vincent J. T., Bert R. Meijboom, Jan Erik H. Bunt, Levinus A. Bok, Marianne W. van Steenbergen, J. Peter de Winter, and Esther de Vries. "Providing person-centered care for patients with complex healthcare needs: A qualitative study." PLOS ONE 15, no. 11 (November 16, 2020): e0242418. http://dx.doi.org/10.1371/journal.pone.0242418.
Full textAbstract:
Background People with chronic conditions have complex healthcare needs that lead to challenges for adequate healthcare provision. Current healthcare services do not always respond adequately to their needs. A modular perspective, in particular providing visualization of the modular service architecture, is promising for improving the responsiveness of healthcare services to the complex healthcare needs of people with chronic conditions. The modular service architecture provides a comprehensive representation of the components and modules of healthcare provision. In this study, we explore this further in a qualitative multiple case study on healthcare provision for children with Down syndrome in the Netherlands. Methods Data collection for four cases involved 53 semi-structured interviews with healthcare professionals and 21 semi-structured interviews with patients (the parents of children with Down syndrome as proxy). In addition, we gathered data by means of practice observations and analysis of relevant documents. The interviews were audio-recorded, transcribed verbatim and analyzed utilizing the Miles and Huberman approach. Results Our study shows that the perspectives on healthcare provision of professionals and patients differ substantially. The visualization of the modular service architecture that was based on the healthcare professionals’ perspective provided a complete representation of (para)medical outcomes relevant to the professionals’ own discipline. In contrast, the modular service architecture based on the patients’ perspective, which we define as a person-centered modular service architecture, provided a representation of the healthcare service that was primarily based on functional outcomes and the overall wellbeing of the patients. Conclusion Our study shows that visualization of the modular service architecture can be a useful tool to better address the complex needs and requirements of people with a chronic condition. We suggest that a person-centered modular service architecture that focuses on functional outcomes and overall wellbeing, enables increased responsiveness of healthcare services to people with complex healthcare needs and provision of truly person-centered care.
39
Ferreira-Furegato, Antonia Regina, Sueli Aparecida Frari-Galera, Sandra Cristina Pillon, Jair Licio Ferreira-Santos, Ana Celeste Araujo-Pitia, and Lucilene Cardoso. "Characterizing mental healthcare service teams." Revista de Salud Pública 12, no. 5 (October 2010): 732–43. http://dx.doi.org/10.1590/s0124-00642010000500004.
Full text
40
Bhugra, Dinesh. "Healthcare systems and service delivery." International Review of Psychiatry 14, no. 1 (January 2002): 5. http://dx.doi.org/10.1080/09540260120113998.
Full text
41
Lahiri, Atanu, and Abraham Seidmann. "InformationHang-oversin Healthcare Service Systems." Manufacturing & Service Operations Management 14, no. 4 (October 2012): 634–53. http://dx.doi.org/10.1287/msom.1120.0381.
Full text
42
Landry, Sylvain, and Richard Philippe. "How Logistics Can Service Healthcare." Supply Chain Forum: An International Journal 5, no. 2 (January 2004): 24–30. http://dx.doi.org/10.1080/16258312.2004.11517130.
Full text
43
Mosadeghrad, Ali Mohammad. "Factors Influencing Healthcare Service Quality." International Journal of Health Policy and Management 3, no. 2 (2014): 77–89. http://dx.doi.org/10.15171/ijhpm.2014.65.
Full text
44
Grieves, Jim, and Brian P. Mathews. "Healthcare and the learning service." Learning Organization 4, no. 3 (August 1997): 88–98. http://dx.doi.org/10.1108/09696479710182768.
Full text
45
Tien, James M., and Pascal J. Goldschmidt-Clermont. "Healthcare: A complex service system." Journal of Systems Science and Systems Engineering 18, no. 3 (July 17, 2009): 257–82. http://dx.doi.org/10.1007/s11518-009-5108-z.
Full text
46
Bhuiyan, Azad, Gerri Cannon-Smith, Sophia Leggett, Pamela McCoy, Maria Barvié, and Ashley Jones. "An Analysis of Acculturation Status and Healthcare Coverage for the Needs of Mental Health Service Utilization among Latinos in Mississippi, Louisiana, and Alabama." Psych 1, no. 1 (August 30, 2019): 460–68. http://dx.doi.org/10.3390/psych1010035.
Full textAbstract:
Background: The use of mental health services by Latinos is only 7.3%, despite the high prevalence of depression rates of between 27.0% and 38.0% in the United States. Research is limited concerning Latinos’ acculturation status and healthcare coverage on mental healthcare service utilization in Mississippi, Louisiana, and Alabama. Therefore, the objective of this study is to examine the association of acculturation status and healthcare coverage with mental health service utilization in the Latino population. Methods: During 2011–2012, a Latino Community Health Needs Assessment was administered by a trained bilingual interviewer using participants’ preferred language. Four hundred and eleven community members and leaders participated in the study. Acculturation status and self-reported mental health service utilization were retrieved from the survey instrument. Multivariate logistic regression analyses were performed. Results: In multivariate logistic regression that included gender, education level, healthcare coverage, depression, and acculturation status, individuals with a high acculturation score (3–5) were 1.53 times more likely to utilize mental health services compared to those with a low acculturation score (0–2). Individuals with healthcare coverage were 2.75 times more likely to utilize mental health services compared to those with not having healthcare coverage. Healthcare coverage is only a significant determinant of mental health service utilization. Conclusions: This result underscores the importance of having healthcare coverage for the need of mental health service utilization. Future research should consider the impact of acculturation and healthcare coverage on mental health service utilization.
47
Suryawanshi, Prof Shubhangi. "Efficient Platform for Emergency Healthcare Services II." International Journal for Research in Applied Science and Engineering Technology 9, no. VI (July 15, 2021): 662–66. http://dx.doi.org/10.22214/ijraset.2021.36436.
Full textAbstract:
Emergency healthcare services are the most time crucial services in which people operate, as the survival of the patient depends on how the service is operated. As discussed in the previous paper, the weakest link of the healthcare emergency service is the initiation of the emergency services. We had discussed main methodologies in previous paper and a basic generalized system architecture. This paper discusses the core architecture of the sever and with the help of a sequence diagram we will depict how the server will process requests.
48
Danh, Pham Hoang, and Bui Thi Tu Quyen. "Quality of healthcare service in DongThap Civil-Military hospital through inpatient’s perception in 2021." Journal of Health and Development Studies 06, no. 05 (October 30, 2022): 98–104. http://dx.doi.org/10.38148/jhds.0605skpt21-101.
Full textAbstract:
Objective: Assessing healthcare service quality through inpatient’s perception and analyzing some factors affecting the quality of healthcare service at DongThap Civil-Military hospital in 2021. Methods: Cross-sectional study, combining quantitative and qualitative research, using SERVPERF scale with five service quality dimensions. Main findings: 95.6% of respondents evaluated the quality of healthcare service as good or better (mean score is 4.26 ± 0.5). The patient's high responsibility, trademark of the hospital, good security are some factors that positively affect service quality. Poor equipment maintenance is a factor that limits service quality at the hospital. Conclusion: The quality of healthcare services is assessed very well by inpatients. However, the hospital also needs to regularly check and maintain equipment to satisfy patient’s expectations and improve service quality. Keywords: Healthcare service quality, SERVPERF, inpatient
49
Rominiyi, Gabriel Ayodeji. "Dimensions of Healthcare Quality Services Gaps in the Ghanaian Private Health Sector– An Overview of Concepts, Antecedents and Associated Literature." Advances in Multidisciplinary and scientific Research Journal Publication 29 (December 30, 2021): 289–304. http://dx.doi.org/10.22624/aims/abmic2021-v2-p40.
Full textAbstract:
The concept of service quality gap (SQG) is the difference between client’s intrinsic expectations and perceived quality of services delivered which may be positive gap (where services delivered exceeded expectations) or negative gap (where services delivered were expectations) due to weakened inner system processes This paper focuses on the review of concepts, antecedents and associated literature related to healthcare service quality gaps. Customer satisfaction antecedent is prima facie service quality. Therefore a measurement of service quality becomes the fulcrum of establishing customer satisfaction or the gap of it. Healthcare service quality dimensions of measurement have an omnibus classification into the functional quality and technical quality. While technical quality ( Curing quality) in the health care sector refers primarily to the technical accuracy of the medical diagnoses and procedures or the conformance to standard operating medical procedures or professional specifications, functional quality engenders the ‘ How’ or manner or caring quality of service delivery to patients (Lam, 1997). It outlines the research work of notable scholars and academic in the area of healthcare service quality and the generic concept of general service quality. A cross-sectoral overview and historical perspective and service quality gap were highlighted. We also examine contexts both core and tangential to the discourse and provide insights into health services in Ghana and private healthcare givers as well as SERVQUAL critiques and their justification Keywords: Healthcare, Quality, Services, Gaps, Concepts, Antecedents, SERVQUAL, Critiques
50
Rominiyi, Gabriel Ayodeji. "Dimensions of Healthcare Quality Services Gaps in the Ghanaian Private Health Sector– An Overview of Concepts, Antecedents and Associated Literature." Advances in Multidisciplinary and scientific Research Journal Publication 29 (December 30, 2021): 289–304. http://dx.doi.org/10.22624/aims/accrabespoke2022/v34p80.
Full textAbstract:
The concept of service quality gap (SQG) is the difference between client’s intrinsic expectations and perceived quality of services delivered which may be positive gap (where services delivered exceeded expectations) or negative gap (where services delivered were expectations) due to weakened inner system processes This paper focuses on the review of concepts, antecedents and associated literature related to healthcare service quality gaps. Customer satisfaction antecedent is prima facie service quality. Therefore a measurement of service quality becomes the fulcrum of establishing customer satisfaction or the gap of it. Healthcare service quality dimensions of measurement have an omnibus classification into the functional quality and technical quality. While technical quality ( Curing quality) in the health care sector refers primarily to the technical accuracy of the medical diagnoses and procedures or the conformance to standard operating medical procedures or professional specifications, functional quality engenders the ‘ How’ or manner or caring quality of service delivery to patients (Lam, 1997). It outlines the research work of notable scholars and academic in the area of healthcare service quality and the generic concept of general service quality. A cross-sectoral overview and historical perspective and service quality gap were highlighted. We also examine contexts both core and tangential to the discourse and provide insights into health services in Ghana and private healthcare givers as well as SERVQUAL critiques and their justification Keywords: Healthcare, Quality, Services, Gaps, Concepts, Antecedents, SERVQUAL, Critiques