The Antecedes Of Service Quality And Patients Satisfaction Equally Drive Patients Loyalty In Private Healthcare Delivery
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| Author | : Geoffrey Bentum-Micah |
| Publisher | : |
| Total Pages | : 16 |
| Release | : 2020 |
| Genre | : |
| ISBN | : |
The healthcare industry in developing nations has recorded high progress rate in recent years, leading an initiative varied studies into the examination of patients' comparative and varied views with regards to private healthcare providers service delivery. This study objectively focused on the hospital's service quality, and patients' satisfaction as a predictor and collective impact or on patient's loyalty; it attempted to draw a distinctive border amongst quality of service and satisfaction of the patient, one with more effect size and predictive relevance to drive greater loyalty amongst the patients in a private healthcare delivery setting. A total of 562 patients recruited, participated in a cross-sectional survey with a questionnaire as the main and only data collection tool from four major private hospitals in Ghana. A path and linear regression analysis of the data was performed through SPSS 23 and Smart PLS version 3 in order to compute path coefficients, direct and indirect impacts of the factors; service quality and patient's satisfaction on patient's loyalty to the hospital. The study suggested that both clientele perceived service quality and patient satisfaction significantly influence patient loyalty. However, patient satisfaction with service delivery had a better predictive relevance and effect size than the quality of the service on patient loyalty in this study.
| Author | : Geoffrey Bentum-Micah |
| Publisher | : |
| Total Pages | : 16 |
| Release | : 2020 |
| Genre | : |
| ISBN | : |
The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the future; it ideally tested if the satisfaction of a patient had any role to play in such relationship. This study was conducted using data from (562) patients who received services from (4) four major but different private hospitals in Ghana. The five Service Quality dimensions; Tangibility, reliability, responsiveness, assurance and empathy, patient satisfaction and loyalty to the hospital were the variables well-thought-out for this study. A path analysis was done utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) in order to compute path coefficients, direct and indirect effects of the variables on patient's satisfaction and also loyalty to the hospital. The study prompted that empathy, responsiveness and tangibility (not assurance and reliability) impact patients' satisfaction and patient's satisfaction is directly related to patients' loyalty to the hospital/clinic.
| Author | : Stephen Walter Brown |
| Publisher | : Jones & Bartlett Learning |
| Total Pages | : 440 |
| Release | : 1993 |
| Genre | : Medical |
| ISBN | : 9780834203945 |
Patient Satisfaction Pays shows you how to strengthen your practice in the areas by which patients measure quality service. Find a treasury of practical techniques to increase patient satisfaction in this unique handbook.
| Author | : Guendalina Graffigna |
| Publisher | : Walter de Gruyter GmbH & Co KG |
| Total Pages | : 154 |
| Release | : 2016-01-01 |
| Genre | : Psychology |
| ISBN | : 3110452448 |
Patient engagement should be envisaged as a key priority today to innovate healthcare services delivery and to make it more effective and sustainable. The experience of engagement is a key qualifier of the exchange between the demand (i.e. citizens/patients) and the supply process of healthcare services. To understand and detect the strategic levers that sustain a good quality of patients’ engagement may thus allow not only to improve clinical outcomes, but also to increase patients’ satisfaction and to reduce the organizational costs of the delivery of services. By assuming a relational marketing perspective, the book offers practical insights about the developmental process of patients’ engagement, by suggesting concrete tools for assessing the levels of patients’ engagement and strategies to sustain it. Crucial resources to implement these strategies are also the new technologies that should be (1) implemented according to precise guidelines and (2) designed according to a user-centered design process. Furthermore, the book describes possible fields of patients’ engagement application by describing the best practices and experiences matured in different fields
| Author | : Patrick J. Shelton |
| Publisher | : Jones & Bartlett Learning |
| Total Pages | : 548 |
| Release | : 2000 |
| Genre | : Organizational change |
| ISBN | : 9780834210745 |
Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.
| Author | : Dr. Naitik Kantilal Patel , Dr. Bhupinder Chaudhary & Dr. Kinjal G. Jani |
| Publisher | : Ashok Yakkaldevi |
| Total Pages | : 163 |
| Release | : 2022-09-20 |
| Genre | : Art |
| ISBN | : 1387612859 |
Measuring the quality of intangible service products has become a great challenge for managers, administrators and policy makers in the health services industry. Patient satisfaction or dissatisfaction is a complicated phenomenon that is linked to patient expectations, patient rights, health status, personal characteristics as well as health system characteristics. However, patient satisfaction as an indicator of quality of healthcare has evolved as an outcome measure and patient satisfaction surveys are being increasingly identified to be established yardsticks to measure success of the service delivery system functional at hospitals.
| Author | : Robin E. Scott MacStravic |
| Publisher | : |
| Total Pages | : 302 |
| Release | : 1991 |
| Genre | : Medical |
| ISBN | : |
| Author | : Omar Al Serhan |
| Publisher | : |
| Total Pages | : |
| Release | : 2018 |
| Genre | : |
| ISBN | : |
This study identifies the quality determinants of the private healthcare delivery and the gap between expected and perceived service quality. It will also investigate the relationship between satisfaction and loyalty with customers' perception. Data gathered from 154 patients, 41 management representatives and 46 internal customers including 38 doctors and 08 nurses from 15 private hospitals located in Western Province using a questionnaire survey developed based on SERVQUAL model. Findings suggest that reliability dimensions were the most expected by patients though, assurance dimensions were the most perceived quality dimensions. There were significance gap between expectation and perception while responsive dimensions shown the highest representing lower quality of service while assurance and empathy dimensions have significant relationship with overall customer satisfaction. From the internal customers' point of view, assurance dimensions were the highest service quality gap. Moreover, management values responsiveness as the most expected dimension by indicating differences between patient, management and internal customers expected and perceived service quality. Therefore, hospital administration can use the current findings to develop health care service delivery strategies to enhance patient satisfaction and patient trust.
| Author | : William R. Johnson, CRA, FAHRA, MBA |
| Publisher | : LULU |
| Total Pages | : 64 |
| Release | : 2014-01-13 |
| Genre | : Science |
| ISBN | : 1304497704 |
In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety.Patients, however, assess the care they receive from a right-brain perspective--intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience.Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.
| Author | : Junaid Javaid |
| Publisher | : GRIN Verlag |
| Total Pages | : 19 |
| Release | : 2014-09-23 |
| Genre | : Business & Economics |
| ISBN | : 3656748756 |
Project Report from the year 2013 in the subject Business economics - Business Management, Corporate Governance, grade: C+, University of Bedfordshire, course: ORGANISING MODERN HEALTH CARE SERVICES, language: English, abstract: This report is written on the topic of care service design and its delivery pattern. The scope of this report is very broad as it has been focused on the Recommendation-1 outlined in the Mid Staffordshire NHS Foundation Inquiry report. This report based entirely on the Recommendations which I proposed to the Care Trust to follow on the timely manner as currently the Patients’ Trust ranked higher in term of mortality rate and also categorised as poor in delivering standard services to all patients. As a Board Director of Trust I have analysed that Trust’s patients are facing the significant problems (understanding the treatment options, getting brief explanations about their medications, not having access to the critical information and not receiving responsive and compassionate service from the Trust or Caregivers). And all of these issues are arising due to the failure of the trust in categorising the care service standards which has diverted their intention to other matters rather to focus on their patients’ need first. In order to resolve the problem regarding to the care service design and its delivery pattern and also to improve the patients’ satisfaction, I proposed the Trust to implement Patient-Centered Healthcare system. This system would allow the Trust to enhance the respect level for their patients’ values and preferences which would also create awareness of quality of life issues among the care taking staff members. There are about seven factors (Leadership, Strategic Vision, Involvement of Patients, Supportive Work Environment, Systematic Measurement, Quality of Physical Environment and Supportive Technology) which would be contributed a lot to the success of Patient-Centered Healthcare System. The Trust must have to pursue certain strategies which would assist Trust in implementing Patient-Centered Healthcare System on authentic basis. These strategies are classified into two groups. The first one would strengthen the Trust capacity to accomplish Patient-Centered Care at the Organisational level. And the second group would meant to alter external reward in the Healthcare system which then guided the Trust to achieve the delivery of high standards care services to their patients. [...]
