The assessment of quality of care in the Indian healthcare industry: the employees’ and patients’ perspectives

IF 4.5 Q1 MANAGEMENT
Karthik Padamata, R. Vangapandu
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引用次数: 0

Abstract

PurposeThe purpose of this study is to capture patients' and employees' perception of quality of care in the Indian private hospitals and to find the possible perceptual gaps between both the groups.Design/methodology/approachAuthors have referred to the Victorian patient satisfaction monitoring (VPSM) scale and studied the responses of 327 patients and 327 employees collected from six private Indian tertiary care hospitals. SPSS v26 software was used to conduct the data reliability test, descriptive analysis and Mann–Whitney U test.FindingsAuthors have found significant differences in perceptions of quality of care between the patients and employees in the Indian hospitals. Employees have high positive perceptions towards the provided medical care whereas the patients have less favourable perceptions for many quality indicators.Practical implicationsThis study findings help the healthcare managers, practitioners and healthcare workers of the Indian hospitals to understand the perceptions of both the employees and the patients towards healthcare quality elements and help to reduce the existing perceptual gap in the process of providing quality healthcare services.Originality/valueTo the best of authors knowledge, this is one of the pioneering studies conducted in Indian healthcare industry to capture and compare the perceptions of both the employees' and the patients' perceptions of various quality of care elements. This study highlighted the existing perceptual gap between the employees and the patients on various healthcare quality elements and indicated the critical areas for improvement to provide high quality healthcare services.
印度医疗保健行业的护理质量评估:员工和患者的观点
目的本研究的目的是捕捉患者和员工对印度私立医院护理质量的感知,并发现两组之间可能存在的感知差距。设计/方法/方法作者参考了维多利亚州患者满意度监测(VPSM)量表,研究了从印度六家私立三级医院收集的327名患者和327名员工的反应。采用SPSS v26软件进行数据信度检验、描述性分析和Mann-Whitney U检验。研究结果作者发现,在印度医院中,患者和员工对护理质量的看法存在显著差异。员工对所提供的医疗保健有很高的积极看法,而患者对许多质量指标的看法则不太乐观。本研究结果有助于印度医院的医疗管理人员、从业人员和医护人员了解员工和患者对医疗保健质量要素的看法,有助于减少在提供优质医疗保健服务过程中存在的感知差距。原创性/价值据作者所知,这是在印度医疗保健行业进行的开创性研究之一,旨在捕捉和比较员工和患者对各种护理质量要素的看法。本研究强调了员工与患者在医疗保健质量要素方面存在的认知差距,并指出了提供高质量医疗保健服务的关键改进领域。
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来源期刊
CiteScore
10.40
自引率
16.10%
发文量
154
期刊介绍: Benchmarking is big news for companies committed to total quality programmes. Its enthusiastic reception by many prominent business figures has created high levels of interest in a technique which promises big rewards for co-operating partners. Yet, like total quality itself, it must be understood in its proper context, and implemented single mindedly if it is to be effective - this journal helps companies to decide if benchmarking is right for them, and shows them how to go about it successfully.
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