Comparing public and private hospital care service quality

Camilleri, Duncan; O’Callaghan, Mark A. J.

doi:10.1108/09526869810216052

Cited by 102 publications

(91 citation statements)

References 9 publications

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“…Our study indicates the need for better patient handling techniques by dental healthcare staff, improvement in the clinic infrastructure and increased professionalism through timeliness by dental personnel. This is similar to the previous report by Camilleri and O'Callaghan [33] who evaluated Maltese public and private hospitals using a similar study instrument as ours. They found that three most significant service quality indicators in the opinion of patients were related to the hospital environment, personalised service and professional care.…”

Section: Discussionsupporting

confidence: 92%

Patient assessment of the quality of dental care services in a Nigerian hospital

Adebayo

Adesina

Ahaji

et al. 2014

JHA

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Dental care services are available in many urban communities worldwide where discerning and sophisticated clients expect quality care. Many available studies evaluated satisfaction rather than quality of dental care; others did not reveal the patients' perception of gaps in the quality of care. Service quality (SERVQUAL) tool assesses quality of service based on the dimensions of tangibles, reliability, responsiveness, assurance and empathy as described by Parasuraman et al. (1985). The aim of this study was to assess the gaps in quality of dental care in a Nigerian government owned dental clinic using an unweighted SERVQUAL tool to determine the difference between expectations and perceptions of patients. Consenting patients seen during the study period were given a 32-items questionnaire divided equally between expectations and perception of quality of dental care services received. Out of 112 questionnaires analysed, patients had the most expectation for neatness (4.69 ± 0.85) and least for pain free treatment (3.76 ± 1.16). Highest perception was for knowledgeable clinic staff (4.34 ± 0.71) while support to enable staff work well was the least perceived quality (3.73 ± 0.86). Overall, among the 5 dimensions of quality, there were marked statistically significant quality gaps in assurance (p = .0001) and tangibles (p = .0006). This study showed that patients in a Nigerian government-owned dental clinic, there is need for greater attention to be paid to assurance, tangibles and reliability dimensions of service quality to improve patient perceptions.

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Section: Discussionsupporting

confidence: 92%

Patient assessment of the quality of dental care services in a Nigerian hospital

Adebayo

Adesina

Ahaji

et al. 2014

JHA

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“…The researchers, Tomes and Ng (1995) conducted content analysis and concluded that there are eight dimensions in total, such as empathy, understanding of the disease, relationship of mutual respect, nutrition, dignity of the hospitalized, natural environment and religious needs. Camilleri and O'Callaghan (1998) argue that parameters such as professional and technical care, personalization of services, cost, environment, patient comfort, nutritional accessibility are the appropriate dimensions of hospital quality measurement. Andaleeb (1998), on the other hand, limits them to five dimensions, such as communication, cost, installation, competence, and behavior.…”

Section: Dimensions Of Healthcare Qualitymentioning

confidence: 99%

“…After a thorough study of the existing literature, it was considered that the dimensions that adequately describe the overall quality of hospital care are those supported by Padma et al (2009Padma et al ( , 2010, which are broken down as follows: a. Infrastructure: This includes the degree of cleanliness and comfort of the room, the degree of hospital overall safety, the level of availability of the required drugs at the right time, the level of availability of doctors and nurses, the level of availability of medical equipment and good working condition (Thompson 1983, Parasuraman et al, 1988, Reidenbach and Sandifer-Smallwood 1990, Tomes and Ng 1995, Camilleri and O'Callaghan 1998, Andaleeb 1998, Chowdhary and Prakash 2007, Walters and Jones 2001, Arasli et al, 2008, Zineldin 2006, Duggirala et al, 2008, Padma et al, 2010, Itumalla et al 2014 Gronroos (1990) introduced a comprehensive list of six criteria for the proper understanding of service quality, such as professionalism and skills, attitudes and behavior, accessibility and flexibility, reliability and validity, recovery, reputation and solvency. Padma et al (2010) argue in their research that staff quality is the main dimension that affects patient satisfaction.…”

Section: Dimensions Of Healthcare Qualitymentioning

confidence: 99%

Measuring the quality of health services provided at a Greek Public Hospital through patient satisfaction. Case Study: The General Hospital of Kavala

Georgiadou¹,

Maditinos²

2017

IJBESAR

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Purpose:The aim of this study is to examine the quality of hospital services as perceived by patients in terms of patient satisfaction with services. Design/Methodology/Approach: A conceptual framework of quality of hospital services, developed by Padma et al. (2009), composed by eight quality dimensions, applied the performance measurement model (SERVPERF), was used for the approach. The Quality Score Tool was a two-part questionnaire that quantified patient satisfaction with benchmarks of the quality dimensions. In order to investigate the above model, the case study method was utilized. The survey was conducted in a public regional hospital. Findings:Five (5) quality dimensions (5Qs) have found having a significant impact on overall quality of service, measure of patient satisfaction in the hospital. These dimensions are on a hierarchical scale: "clinical care", "social responsibility", "staff quality", "infrastructure" and "Hospital reliability". Originality/Value:The results of this study can be used as a source of feedback to hospital management, meaning that they can essentially lead to improved adjustments or serve as a basis of process reengineering. JEL Classifications

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“…Several studies to assess perceived service quality have been performed in the healthcare industry. Some have been done regarding public healthcare (Aagja, & Garg, 2010, Camilleri, & O'Callaghan, 1998 while others address private healthcare (Camilleri, & O'Callaghan, 1998). The fact is that specific needs emerge daily and are associated with basic necessities of life.…”

Section: Organizational Characteristics Of the Elderly Homecare Servimentioning

confidence: 99%

Homecare Service Providers as an Organizational Form of Support for the Elderly: Establishment and Planning of Optimal Capacity

2017

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Background and Purpose: Different studies have highlighted health care allocation problems in Slovenia that indicate the increased need for homecare services for the elderly. It was also found that Slovenian municipalities differ dramatically in the availability of elder care services. A number of older people with diverse unmet needs for care remains. Therefore, the need for the establishment of an additional type of formal homecare services for the elderly exists. Design/Methodology/Approach: Although many positive effects of home elder care against institutional care are stressed in the literature, the results of many studies performed in recent years have indicated that accessibility of homecare for elderly in Slovenia remains scarce, and it is not equally accessible throughout the country. To mitigate this problem, a new organizational form called "elder homecare service provider" is indicated. The aim of the provider is to offer a variety of different services for the elderly (e.g. homemaking, social networking, transfer services, basic life needs, basic health services, etc.). The establishment of such an organization needs to be designed carefuly, while the unique characteristics and specific needs of the target population must be addressed to optimize desired outcomes. Results: The aim of the paper is to provide fundamental guidelines for the establishment of elder homecare service provider. All essential characteristics of such an organization are defined. To ensure an appropriate level of service quality, the primarly focus is oriented towards the planning of personnel team capacity. For this purpose, the service provider was described using the stochastic queueing model, which enables service capacity optimization considering different performance measures. The usefulness of the model was illustrated with a numerical example, which has shown that the results obtained provide valuable information for decision support. Conclusion:The establishment of a homecare service provider network would have many positive effects on society in general. The quality of the everyday life of the elderly is expected to be improved considerably, particularly in the rural areas where a lack of institutional care support is reported. Guidelines proposed in the paper together with the quantitave model for planning of its optimal capacity provide useful information, which are especially relevant in the preliminary phase of the establishment of service providers.

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Comparing public and private hospital care service quality

Cited by 102 publications

References 9 publications

Patient assessment of the quality of dental care services in a Nigerian hospital

Patient assessment of the quality of dental care services in a Nigerian hospital

Measuring the quality of health services provided at a Greek Public Hospital through patient satisfaction. Case Study: The General Hospital of Kavala

Homecare Service Providers as an Organizational Form of Support for the Elderly: Establishment and Planning of Optimal Capacity

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