An integrated conceptual model for achieving global quality service in healthcare establishments
by D. Gopi; A. Pal Pandi; P.V. Rajendra Sethupathi; K.P. Paranitharan; D. Jeyathilagar
International Journal of Services and Operations Management (IJSOM), Vol. 33, No. 1, 2019

Abstract: Ever rising patients' expectations demand quality healthcare service from healthcare establishments (HCEs) for its sustenance which necessitated developing of a comprehensive quality healthcare model, for the measuring the performance of HCEs. So, the authors developed a model called 'integrated quality healthcare system' (IQHS). IQHS is a bundle of the various quality management systems and concepts. It consists of ten important critical factors (CFs), extracted from extant literature reviews. The result has revealed that the critical factor 'hospital culture' plays an important role in quality healthcare service, based on the mean values, calculated from the views of stakeholders and customers and the remaining nine CFs should be given priority to attain excellence in healthcare service. The proposed comprehensive model may fulfil the needs of stakeholders and customers in terms of upgraded quality of service, improved healthcare environment, reduced operating cost of HCE, patient satisfaction, patient safety and employees' satisfaction.

Online publication date: Mon, 20-May-2019

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Operations Management (IJSOM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com