Strategic hospital services quality analysis in Indonesia

Handayani, Putu Wuri; Hidayanto, Achmad Nizar; Sandhyaduhita, Puspa Indahati; Kasiyah,; Ayuningtyas, Dumilah

doi:10.1016/j.eswa.2014.11.065

Cited by 78 publications

(71 citation statements)

References 15 publications

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“…As iniciativas foram analisadas a partir do impacto que elas causam sobre os processos, a partir das ações necessárias para gerar resultados significativos. Tiveram como premissa: a) Aumento de produtividade(9-12); b) Aumento do nível de satisfação dos pacientes (11,(13)(14)(15)(16) …”

Section: Métodosunclassified

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Acreditação hospitalar e seus impactos nas boas práticas em serviços da saúde

Terra

Berssaneti

2017

Mundo da Saúde

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ResumoO sistema de saúde brasileiro vem passando por profundas transformações. As instituições hospitalares têm adotado programas de gestão de qualidade com o objetivo de melhorar, continuamente, seus processos, produtos e serviços, utilizando a acreditação como metodologia de avaliação externa da qualidade em serviços de saúde. Este artigo analisa os impactos gerados pela acreditação na criação das boas práticas da qualidade em serviços da saúde. Utiliza a abordagem qualitativa, com estudos de múltiplos casos, realizados em cinco hospitais distintos, no período de novembro de 2015 a fevereiro de 2016, através de entrevistas e com o auxílio de questionário semiestruturado. Os resultados mostram que o apoio da alta direção é relevante para os processos de melhoria contínua e para o aumento da produtividade nos serviços e que os níveis de segurança dos pacientes estão relacionados com as melhorias na qualidade do atendimento. Conclui-se que as boas práticas da qualidade em serviços da saúde nos hospitais, quando associada à acreditação, proporciona aumento da produtividade, maior satisfação ao paciente e agrega valor à instituição.Palavras-chave: Acreditação hospitalar. Análise qualitativa. Gestão da qualidade. Produtividade. Serviços de saúde. AbstractThe Brazilian health system has undergone profound transformations. Hospital institutions have been adopting quality management programs with the objective of continuously improving their processes, products and services, using accreditation as methodology for the external evaluation of quality in health services. This article analyzes the impacts generated by this accreditation in the creation of good quality practices in health services. It uses a qualitative approach, with multiple case studies, conducted in five different hospitals, from November 2015 to February 2016, through interviews and with the aid of a semi-structured questionnaire. The results show that upper management support is relevant to the processes of continuous improvement, and to increase productivity in services. Also, patient safety levels are related to improvements in the quality of care. It is concluded that good quality practices in health services in hospitals, when associated with accreditation, increase productivity, increase patient satisfaction and add value to the institution.

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Section: Métodosunclassified

“…O Mundo da Saúde, São Paulo -2017;41(1): [11][12][13][14][15][16][17] As entrevistas buscaram associar as entradas com os resultados alcançados. O Quadro 2 apresenta os resultados do estudo, de acordo com as respostas apresentadas pelos hospitais.…”

Section: Acreditação Hospitalar E Seus Impactos Nas Boas Práticas Em unclassified

Acreditação hospitalar e seus impactos nas boas práticas em serviços da saúde

Terra

Berssaneti

2017

Mundo da Saúde

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“…Patient satisfaction has been recognized as the most important key success indicator in the healthcare industry [36][37][38][39][40][41][42][43][44][45][46][47][48][49][50][51][52]. It is linked to the concepts of perceptions and expectations [33].…”

Section: Patient Satisfaction Of Healthcare Organization Employed Witmentioning

confidence: 99%

A Systematic Review of Patient Satisfaction on Health Information Exchange in Malaysian Public Healthcare Organizations

Ismail

Abdullah

2018

J. Phys.: Conf. Ser.

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Abstract. Patient satisfaction is imperative in every healthcare organization. Service quality is the utmost important aspect that yields patient satisfaction in hospitals. Since Information Technology (IT) is widely used in hospitals, its applications can give rise to different issues related to patient satisfaction. This is because patient satisfaction derived from utilizing health information exchange systems (HIEs) depends on the service quality of the systems. This paper presents a systematic review of the impacts of service quality of Health Information Exchanges (HIEs) on patient satisfaction. Five databases, namely Scopus, IEEE, Proquest, Emerald and Science Direct were accessed to search for relevant studies. In total, 714 studies met the inclusion criteria. The result shows that five factors at the healthcare organizations that adopted HIEs have impacts on patient satisfaction: Tangibility, Reliability, Assistance, Safety and Empathy.

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“…Many researchers have studied on hospital service and derived their assess dimensions [13,14,15,16]. In addition, hospital managers often pay much attention to direct medical treatment, supportive service such as foodservice may be ignored.…”

Section: Introductionmentioning

confidence: 99%

“…Meanwhile, factor analysis and structural equation modeling is the most popular method used to study on hospital foodservice and some related fields [14], [15], [18] At the same time, some other methods are also used to study hospital foodservice. Such as the Entropy method [13], and fuzzy VIKOR method [16].…”

Section: Introductionmentioning

confidence: 99%