Measuring quality performance between public and private hospitals in Malaysia

Abstract

For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.*Related content and download information correct at time of download. Purpose -This study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance.Design/methodology/approach -This study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples' t-tests using SPSS version 23.Findings -The findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital's quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital.Research limitations/implications -This research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries.Originality/value -Present research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries.

Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia

“…However, there is currently no comparable standard assessment of patient satisfaction or experience in Malaysia’s public or private hospitals. While the MOH favors the SERVQUAL questionnaire, private hospitals may develop their own surveys or use another international standard [ 55 , 56 ]. Thus, Facebook reviews may serve as a new standard of patient satisfaction in both the public and private sectors.…”

Quality management practices as a driver of employee satisfaction: exploring the mediating role of organizational image

“…TQM is a multidimensional construct (Samson and Terziovski, 1999; Kaynak, 2003; Khalaf and Salem, 2018). The most commonly studied dimensions of TQM in health-care organizations are leadership, management commitment, human resources management, strategic quality planning employee involvement quality data and reporting, process management, supplier quality management, continuous improvement product/service design, training and development, quality and organizational culture, customer focus, teamwork, organizational structure, benchmarking, knowledge management, work environment (Øvretveit,2000; Mosadeghrad, 2014a; Sweis et al , 2016; Ahmed et al , 2017; Oliveira et al ,2019; Wang et al ,2019; Babu and Thomas, 2020). A meta-analytic study done by Mosadeghrad (2014a) identified 52 TQM practices from 37 empirical studies about TQM practices in the health-care sector and found that management leadership, human resource management, customer focus, process management, information and analysis and supplier quality management were the most commonly used dimensions of TQM.…”

“…The impact of adopting TQM practices on various aspects of the hospital performance is studied in western literature (Sabella et al , 2014; Ju and Park, 2016; Sweis et al , 2016); Ahmed et al , 2017; Kanapathy et al , 2017; Modgil and Sharma, 2017; Oliveira et al , 2019). However, many studies on TQM practices highlighted that there are considerable differences in the benefits of implementing quality management practices between manufacturing and service sectors and its implementation is not always successful in service organizations (Kaynak, 2003; Gupta et al , 2005; Rönnbäck and Witell, 2008; Khalaf and Salem, 2018; Oliveira et al , 2019).…”

The effects of service quality and perceived price on revisit intention of patients: the Malaysian context

“…Ahmed et al (2017) found that Malaysian citizens, irrespective of educational background and income bracket, are spending a substantial yet soaring amount of money on medical services in both private and public hospitals.…”