Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabia

IF 3.4 Q2 MANAGEMENT

International Journal of Quality and Service Sciences Pub Date : 2024-02-19 DOI:10.1108/ijqss-07-2023-0103

Ricardo Santa, Diego Morante, Thomas Tegethoff, Luis Berggrun

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引用次数: 0

Abstract

Purpose

The purpose of this study is to determine the interactions between factors such as organizational learning, feedback about errors, punitive response to errors and communication quality in hospitals in the Kingdom of Saudi Arabia and Colombia when adopting a culture of quality and safety (CQS) in patient care.

Design/methodology/approach

Based on a literature review, a self-administered questionnaire was developed and used to collect data from 417 Saudi respondents affiliated with hospitals and 483 Colombian respondents at the beginning of the pandemic. Structural equation modeling is used in this study to test the hypothesized relationships.

Findings

The results show a solid and significant predictive relationship between feedback about errors and the CQS in both countries (Colombia: b = 0.55, p < 0.001; KSA: b = 0.44, p < 0.001), but a very low and insignificant predictive relationship between no punitive response to errors and CQS (Colombia: b = –0.02, p > 0.05; KSA: b = 0.05, p > 0.05).

Practical implications

This study demonstrates the importance of organizational learning in fostering a CQS in the health-care sector in the Kingdom of Saudi Arabia and Colombia. Recent unprecedented policy actions motivated by the COVID-19 pandemic, such as social distancing, lockdowns and safety practices enforcement, have further highlighted this concern. Moreover, attention to the dimensions addressed in this study is required for accreditation purposes in organizations seeking to promote a CQS. Overall, this research highlights the vital role of safety and quality practices among health-care organizations, which has significant policy implications, especially in the current period of high uncertainty.

Originality/value

This paper contributes to the theory and practice in the health-care sector by extending the current knowledge of the impact of the quality of communications, non-punitive response to errors and feedback about errors in organizational learning and safety culture, and by presenting a novel, quantitative methodology seldom used for these topics.

查看原文本刊更多论文

病人护理中的组织学习、质量和安全文化：哥伦比亚与沙特阿拉伯王国的比较

目的本研究旨在确定沙特阿拉伯王国和哥伦比亚的医院在患者护理中采用质量与安全文化（CQS）时，组织学习、错误反馈、对错误的惩罚性反应和沟通质量等因素之间的相互作用。研究结果表明，在这两个国家中，错误反馈与 CQS 之间存在稳固且显著的预测关系（哥伦比亚：b = 0.55，p < 0.001；沙特阿拉伯：b = 0.44，p < 0.001），但对错误不采取惩罚性应对措施与 CQS 之间的预测关系很低且不显著（哥伦比亚：b = -0.02，p >0.05；沙特阿拉伯：b = 0.05，p >0.05）。最近因 COVID-19 大流行而采取的前所未有的政策行动，如社会疏远、封锁和安全措施的实施，进一步凸显了这一问题。此外，在寻求促进 CQS 的组织中，需要关注本研究中涉及的各个层面，以便进行认证。总体而言，本研究强调了安全和质量实践在医疗机构中的重要作用，这具有重大的政策影响，尤其是在当前高度不确定的时期。本论文通过扩展目前对沟通质量、对错误的非惩罚性反应以及对组织学习和安全文化中错误的反馈的影响的认识，并通过提出一种很少用于这些主题的新颖定量方法，为医疗保健领域的理论和实践做出了贡献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Quality and Service Sciences MANAGEMENT-

CiteScore

6.00

自引率

7.70%

发文量

期刊介绍： The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.