Quality of service management in health care organizations: a case study

2003 ◽  
Author(s):  
Pradeep Ray ◽  
G. Weerakkody
Keyword(s):  
Health Care ◽  
Quality Of Service ◽  
Service Management ◽  
Health Care Organizations

Measuring the Customer-Perceived Service Quality in Health Care Organization: A Case Study

2012 ◽  
Vol 14 (1) ◽  
pp. 27-41 ◽  
Author(s):  
Sunil C. D’Souza ◽  
A.H. Sequeira
Keyword(s):  
Health Care ◽  
Quality Of Care ◽  
Service Quality ◽  
Health Care Organizations ◽  
Health Care Organization ◽  
Services Marketing ◽  
Care Organization ◽  
Nursing Quality

In today’s highly competitive environment, health care organizations are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. While there has been a plethora of conceptual and empirical research regarding the many complexities involved in services marketing, few endeavours have been directed towards integrating the customer’s assessment into models to improve overall service quality. This article examines service quality through a case study of a health care organization in Mangalore, Karnataka, India with a tertiary health provision. The population consisted of patients aged 18–65 years and 45 patients were considered through a purposive sampling technique. The study basically started off using the grounded theory for patient of service quality and this exploration was enabled to formulate a hypothesis; to test the specific hypothesis, the descriptive approach was used. The grounded theory indentified service quality dimensions through open coding, axial coding and selective coding. The analysis was done for the assessment of overall service quality by ‘doctors’, ‘quality of care,’ ‘nursing quality of care’ and ‘operative quality of care’ and the proportion of statistically significant variance. The service quality in which operative quality of care yielded 79 per cent; doctor quality of care yielded 45.6 per cent; and nursing quality of care yielded 63.8 per cent of explanatory power.The results also indicated there is need to improve doctors’ care in the case of this organization. Service attributes related to this dimension requires management attention to improve the doctors’ care of quality. The article concludes by highlighting the dearth in services marketing research for service quality measurement through patient perspective in health care organizations.

Exploring the meaningfulness of healthcare organizations: a multiple case study

2017 ◽  
Vol 30 (5) ◽  
pp. 503-518 ◽  
Author(s):  
Rocco Palumbo ◽  
Carmela Annarumma ◽  
Marco Musella
Keyword(s):  
Health Care ◽  
Health Literacy ◽  
Health Care Organizations ◽  
Multiple Case Study ◽  
Organizational Health ◽  
Public Hospitals ◽  
Content Type ◽  
Multiple Case

Purpose Patient empowerment has been variously depicted as a new paradigm inspiring the patient-provider relationship. To the authors’ knowledge, scholars have focused most of their attention on patient enablement. Alternatively, the ability of health care organizations to establish a comfortable and co-creating partnership with the patients has been overlooked. In an attempt to fill this gap, the purpose of this paper is to delve into the meaningfulness of health care organizations, embracing the “organizational health literacy” perspective. Design/methodology/approach In line with the exploratory nature of this research, a multiple case study approach was taken. It concerned three large public hospitals operating within the Italian National Health Service. The meaningfulness of health care organizations was investigated drawing on the organizational health literacy construct. Findings The health care organizations were unaware of several crucial issues to improve their meaningfulness. Problematic organizational health literacy was found to prevent patient involvement and to negatively affect the quality of interaction between the patients and the health care professionals. Practical implications Inadequate organizational health literacy impoverishes the ability of health care organizations to empower the patients and to engage them in value co-creation. The institutional purposes of empowering the patients and involving them in the provision of care require tailored interventions intended to improve organizational meaningfulness. Originality/value This is one of the first attempts to examine the meaningfulness of health care organizations through the lenses of organizational health literacy. Both quality of care and health outcomes are expected to benefit from the enhancement of organizational health literacy.

scholarly journals Policy refinement for IP differentiated services Quality of Service management

2006 ◽  
Vol 3 (2) ◽  
pp. 2-13 ◽  
Author(s):  
Arosha K. Bandara ◽  
Emil C. Lupu ◽  
Alessandra Russo ◽  
Naranker Dulay ◽  
Morris Sloman ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Service Management ◽  
Services Quality ◽  
Differentiated Services ◽  
Policy Refinement

Using Employer Purchasing Power to Improve the Quality of Perinatal Care

PEDIATRICS ◽  
1999 ◽  
Vol 103 (Supplement_E1) ◽  
pp. 248-254 ◽  
Author(s):  
Anne G. Castles ◽  
Arnold Milstein ◽  
Cheryl L. Damberg
Keyword(s):  
Health Care ◽  
Quality Of Care ◽  
Health Care Services ◽  
Health Care Organizations ◽  
Perinatal Care ◽  
Quality Measurement ◽  
Quality Data ◽  
Purchasing Power ◽  
Care Services

Large employers have become increasingly involved in helping to set the agenda for quality measurement and improvement. Moreover, they are beginning to hold health care organizations accountable for their performance through marketplace incentives, including the public reporting of comparative quality data and the linkage of reimbursement to performance on quality measures. The Pacific Business Group on Health (PBGH) is an employer coalition that has been prominent in establishing models for collaborative quality measurement and improvement in the California marketplace. PBGH's involvement in quality stems from an environment in which purchasers were faced with high health care costs, yet virtually no information with which to assess the value their employees received from that care. Research indicating widespread variation in performance across health care organizations and seemingly limited oversight for quality of care within the industry has further motivated purchasers' efforts to better understand the quality of care being delivered to their em-ployees. Using the purchasing power of employers representing 2.5-million covered lives, PBGH endeavors to encourage the transition of the health care marketplace from one that competes solely on price to one that competes on price and quality. This entails collaborating with the health care industry to develop and publicly report valid performance data for use by both large employers and consumers of health care services. It also includes communicating to the marketplace purchasers' commitment to making purchasing decisions based on quality as well as cost. PBGH efforts to measure, report, and improve quality have been demonstrated by several undertakings in the perinatal care arena, including research to assess cesarean section rates and newborn readmission rates across California hospitals. employer coalition, purchaser, quality measurement, quality improvement, report cards, perinatal quality of care.

scholarly journals REVIEW OF THE BASIC COMPONENTS OF CLINICAL PHARMACEUTICAL CARE IN PAKISTAN

2011 ◽  
Vol 1 ◽  
pp. 168-173
Author(s):  
Taha Nazir ◽  
Keyword(s):  
Quality Of Life ◽  
Health Care ◽  
Developing Countries ◽  
Pharmaceutical Care ◽  
Health Care Organizations ◽  
International Health ◽  
Health Care Facilities ◽  
Care Facilities ◽  
International Health Care

The current clinical and pharmaceutical systems in developing countries potentially need special attention of international health care organizations. The undermined health care facilities are hurting the overall quality of life and international health standards.

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