Purpose: The objective of this research is to examine the role of hospital logistics in improving quality of care and patient satisfaction. Thus, the paper focuses on modeling and evaluating the relationship between these three constructs.Design/methodology/approach: In the present study, hospital logistics was specified as a second-order construct composed of five first-order constructs: physical accessibility, waiting time, consultation time, hospital hotel services, and administrative procedures. A questionnaire was developed and administered face-to-face to 384 hospitalized patients in three public healthcare facilities in Fez-Morocco. Collected data were processed and analyzed deploying the PLS-SEM method and using SmartPLS3 software. Data analysis was carried out by considering two types of patient circuits according to the admission modes in the healthcare facility: Urgent Patients Circuit and Scheduled Patients Circuit. Thus, two PLS-SEM models were evaluated and validated.Findings: Results highlighted the significant impact of hospital logistics on quality and satisfaction. In particular, the results of the two models showed that the most preponderant hospital logistics component is physical accessibility which consists of the availability and accessibility of ambulances, medical and nursing staff, support and guidance staff, technical facilities and equipment, etc. Thus, hospital managers and health system stakeholders should pay particular attention to hospital logistics activities in general and specifically to the physical accessibility to improve the quality of care and patient satisfaction.Research limitations/implications: This study only included patients from three public healthcare facilities in Fez-Morocco. Also, the model variables of hospital logistics construct are restricted and were applied in a specific context. Besides, the sample size was relatively reduced. Thus, results generalization might be limited. Further studies including more patients from other territories and including other logistics components are needed for large-scale validation of the proposed model. Originality/value: The results of this study contribute to the scientific literature on hospital logistics and its role as a lever for quality of care and patient satisfaction.

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(1) Background: Quality of care (QC) is not only about satisfying patients, but also about satisfying the various health system stakeholders (HSS). This makes it a complex and difficult objective to achieve. This study aims at proposing a methodological framework for identifying HSS, prioritizing them in QC, and analyzing their interrelationships. (2) Methods: The proposed framework is the mixed-method 5W2D approach, which uses a combination of three basic methods: the 5W questioning technique (What, Who, Why, Where, and When), the Delphi method, and the Decision making trial and evaluation laboratory (DEMATEL) technique. It consists of three interdependent phases. First of all, a preliminary list of HSS is established based on a systematic literature review, which is then projected and adapted to the national context using the 5W questioning technique. Secondly, the identified HSS are classified in order according to their influence and impact on QC by employing Delphi method. Thirdly, the interrelationships between HSS are determined and analyzed by applying DEMATEL technique. An application of 5W2D is conducted in the Moroccan context as its health system involves a wide range of stakeholders. (3) Results: Results defined 17 groups of HSS, whose prioritization led to three groups that are at the core of the health system: patients and their families, health personnel, and government. Roles and expectations of these groups regarding QC are divergent and contradictory, which require making trade-offs. The findings of this study intend to guide the development of inclusive strategies and policies that involve key stakeholders for QC assessment and improvement.

Healthcare facilities are nowadays facing several challenges in terms of quality of care, costs, and performance. Collaboration with stakeholders is a promising way to overcome these challenges. In Morocco, healthcare access and continuity of care remain difficult due, among others, to the various stakeholders involved and the lack of ambulances for extra-hospital and interhospital medical patient transportation (MPT). In this chapter, the aim was to explore collaboration in healthcare supply chain to improve the availability of ambulances for interhospital MPT (transfers). For this purpose, an overview of the MPT system in Morocco was presented while highlighting its main issues. Then, a case study of three hospitals in Casablanca City was analyzed employing a collaborative approach. It consisted in forecasting transfer requests for next periods based on past data, and redistributing the ambulances of the three hospitals according to the forecasts. Findings attest to the variability in demand in the three hospitals and therefore the need for a dynamic allocation of ambulances.

The novel coronavirus COVID-19 has known a large spread over the globe threatening human health. Recommendations from WHO and specialists insist on testing on a mass scale. However, health systems do not have enough resources. The current process requires the isolation of testees in the hospitals’ isolation rooms for several hours until the test results are revealed, limiting hospitals’ capacities to test large numbers of cases. The aim of this paper was to estimate the impact of reducing the COVID-19 test time on controlling the pandemic spread, through increasing hospitals’ capacities to test on a mass scale. First, a discrete-event simulation was used to model and simulate the COVID-19 testing process in Morocco. Second, a mathematical model was developed to demonstrate the effect of accurate identification of infected cases on controlling the disease’s spread. Simulation results showed that hospitals’ testing capacities could be increased six times if the test duration fell from 10 hours to 10 minutes. The reduction of test time would increase testing capacities, which help to identify all the infected cases. In contrast, the simulation results indicated that if the infected population is not accurately identified and no precautionary measures are taken, the virus will continue to spread until it reaches the total population. Reducing test time is a vital component of the response to the COVID-19 pandemic. It is essential for the effective implementation of policies to contain the virus.

The purpose of this qualitative research was to explore the influence of hospital logistics on quality of care and patient satisfaction. Hospital logistics was assessed by considering five factors in the patient pathway, namely: physical accessibility of care, waiting time, consultation time, administrative procedures and hospital hotel services. Semi-structured interviews were conducted, following an interview guide, with two categories of participants: patients and healthcare professionals. The interviews were transcribed and then a thematic analysis method was conducted using QSR NVivo 10 software. Results showed that hospital logistics has a direct impact on quality of care and patient satisfaction. All the participants' testimonies highlighted the critical and crucial role that hospital logistics plays in the perception of quality of care and patient satisfaction. It is recommended to pay great attention to hospital logistics activities in order to improve quality and satisfaction.

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