Customers' Precedence for Service Quality Dimensions in Indian Private Healthcare Setting: A Ridit Approach

Panda, Rajeev Kumar; Kondasani, Rama Koteswara Rao

doi:10.1080/00185868.2017.1345571

Cited by 9 publications

(11 citation statements)

References 41 publications

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“…However, there are no studies on the status of policies/guidelines for clinical procedures, administrative procedures, involvement of employees on preparation of policies/guidelines, adherence of the system to the policies and procedures. This was followed by two studies under the dimension employee participation in quality management activities, [57][58] discussing on the insignificance of nonclinical support staff on patient satisfaction, while the second study points out that the study helps the managers focus on their policy and prepare their efforts in a way to attain customer satisfaction. But, there were no studies on employee participation in quality management activities, reporting system, work plan, employee satisfaction and internal quality audits.…”

Section: Discussionmentioning

confidence: 99%

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

Kamalasanan¹,

Gurumoorthy²,

Subbarayalu³

2019

JMRA

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Introduction: Quality management culture is still a novel concept which is slowly inculcating into the healthcare organizations across India. In order to induct quality management in India, the quality council established the National Accreditation Board for Hospital and Healthcare Providers (NABH). Those who are involved in providing healthcare should be well aware of the quality aspects and its importance to make sure that the patients receive the best quality care in an economical and efficient way. It is vital to keep track of the growing needs and requirements in terms of quality management and patient safety. Aim: This study aims to review and analyze the factors influencing quality management in the Indian healthcare organizations, to identify the research gap. Materials and Methods: The literature for the review was obtained from the "PubMed" and Google Scholar with Indian affiliation. The review covered the healthcare quality management studies from January 1998 till December 2018, which yielded 82 articles and the careful scrutiny reduced the number to 59. Findings & Conclusion:Several studies prevail on quality of healthcare management, but the various factors of quality management were not addressed fully. The major research gap was identified under the areas of planning & documentation, employee participation, policies & procedures, quality & patient safety, quality process and its outcome, perceived effect in quality improvement, training and development opportunities, and the future plans of quality management. This research gap illustrates that there exists a lacunae, which is to be filled through more studies, focusing the different quality aspects.

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Section: Discussionmentioning

confidence: 99%

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

Kamalasanan¹,

Gurumoorthy²,

Subbarayalu³

2019

JMRA

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“…A tool was developed, taking into consideration the quality parameters of healthcare settings in the Indian context, and with reference to the available literature (Kwan et al, 2019;Aggarwal et al, 2019;Armenta et al, 2018;Panda and Kondasani, 2017;Kanwar et al, 2016). While developing the tool, the authors also referred to survey manuals regarded as the common standards on quality and safety management in Besides, 30 binary response items (Yes/No) were incorporated into the questionnaire to measure the employees' perception of the processes and outcomes of their respective hospitals.…”

Section: Instrumentmentioning

confidence: 99%

“…Therefore, assessing employee participation may shed light on organizational performance. Panda and Kondasani (2017) made it clear that employees need to stay involved in quality management activities and take responsibility for the actions of the hospital and strive to improve them.…”

Section: Introductionmentioning

confidence: 99%

A tool to assess the quality perception of healthcare employees

Kamalasanan

Sathiyamurthi

Subbarayalu

2020

IJHCQA

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PurposeThe purpose of this project was to determine the validity and reliability of the Healthcare Quality Perception (HQP) questionnaire tool designed to capture employees' perceptions of healthcare quality in Indian hospitals.Design/methodology/approachTwo hundred employees in private and public sector hospitals in India were randomly selected and given the HQP tool. It consisted of 38 Likert-scale items and six different subscales: (1) Planning and Documentation (n = 7); (2) Employee Participation in Quality Management Activities (n = 5); (3) Existence of Policies/Procedures/Guidelines (n = 5); (4) Quality and Patient Safety Management (n = 9); (5) Perceived Effect of Quality Improvement (n = 7) and (6) Training and Development Opportunities (n = 5). 156 completed questionnaires were received, demonstrating a 78% response rate. HQP tool subjected to statistical analysis to measure its reliability and validity. A p-value of less than 0.05 was considered as “significant.”FindingsFactor analysis pulled out six factors that conjointly demonstrated 66.4 % of the variance in healthcare professionals' (HCPs') perception of healthcare service quality in selected Indian hospitals. The overall Cronbach's alpha coefficient was measured at 0.959 for internal consistency reliability. This study demonstrates that the identified six critical factors are important determinants influencing HCPs' perception of the quality of healthcare services in private and public sector hospitals in India.Originality/valueThis study provides evidence for the reliability and validity of the newly developed HCP Scale for the assessment of employee perception of the quality of services offered in selected hospitals in India, with potential applications in other contexts.

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“…In India, there is a clear distinction between quality in public and in private hospitals (Panda and Kondasani, 2017; Sujata, 2017). Public hospitals are under pressure from the government and from the general public to improve their quality and compete effectively with their counterparts in the private sector.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Private health-care sector has grown by leaps and bounds and currently accounts for approximately 80 per cent of the total health-care outlay in India (Loh et al , 2013). It is more professional, technology savvy and trustworthy (Panda and Kondasani, 2017) but not affordable for 70 per cent of the Indian population. A gap exists between measures to assess implementation and the effectiveness of quality management systems (Groene et al , 2013).…”

Section: Introductionmentioning

confidence: 99%

Contingency framework for understanding quality in public and private hospitals of India

Marmat

Jain

2019

IJPHM

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Purpose Health-care delivery organizations (hospitals) constitute a complex adaptive system; hence, a contingency perspective is imperative to guide the design of customized approaches to quality management in different health-care settings. Accordingly, this paper aims to propose a contingency framework to advance the understanding of the relationship between situational factors and effectiveness of quality approaches in health-care organizations (HCOs), such as hospitals in India. Design/methodology/approach Related literature was reviewed to identify existing research and theories related to quality and quality approaches, situational factors of the HCOs (hospitals) and some existing logical evidence on public and private hospitals in India. Then a contingencies framework for quality and quality approaches was conceptualized. Findings This paper proposes contingent determinants arise out of conceptualization of the HCOs (hospitals) from different system perspective such as rational system, natural system, open system and integrative system; uncertainty because of physicians’ behaviour, nurses’ approach and a dual line of authority; and the task environment such as patients, competition and economic pressure. These determinants represent situational constructs to the quality enhancement of any attempt at quality approaches. While these determinants have an influence on the quality and quality approaches of the HCOs (hospital), it is imperative to build any quality improvement strategy to work effectively, i.e., quality approach is dependent on determinants of the contingencies of the hospital’s environment, be it external or internal. Propositions for future research are also incorporated. Research limitations/implications This paper proposes a conceptual model as well as research propositions that need to be validated and confirmed empirically. It advances the research and theory related to quality and quality approaches in a health-care setting. It can enable policymakers, hospital managers to analyze and gauge the appropriateness of quality approaches in a given context before implementing them and could help to improve the introverted quality approaches and quality dimensions currently followed in HCOs (hospitals). Originality/value Contingency framework is a new approach for research on the effectiveness of quality approaches in hospitals. The fundamental idea behind this framework is that effectiveness of quality approaches can be understood best by examining its contingent determinants. Thus, it has the capacity to contribute to the efforts of government and policymakers to make the quality of care affordable to all in India. Essentially, we examine the contexts and variables that determine the effectiveness of quality approaches.

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Customers' Precedence for Service Quality Dimensions in Indian Private Healthcare Setting: A Ridit Approach

Cited by 9 publications

References 41 publications

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

A tool to assess the quality perception of healthcare employees

Contingency framework for understanding quality in public and private hospitals of India

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