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Staff attributes and the quality of hospital services

Pachura Aneta, Daroń Marta, Baskiewicz Nicoletta

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2024

z. 191

447--468

Purpose: Improving the quality of medical services is one of the key focus areas of hospital management. The search for opportunities for improvement, addressing real problems and meeting the needs of customers becomes particularly important in the face of such challenges as technological, especially the development of digitization and e-medicine, demographic changes, including, among others, aging societies, political and financial. The study was conducted to identify and analyze staff attributes that determine the achievement of a level of patient satisfaction with the quality of hospital services. Design/methodology/approach: Based on desk research and interviews with patients of a sample hospital, six key staff attributes important for achieving satisfaction with the quality of hospital services were identified. These attributes were subjected to empirical studies conducted in accordance with the methodology of the Kano model (first stage) and the survey method (second stage). The results of the studies made it possible to identify gaps between the highest desired degree of satisfaction and the level resulting from the patients' actual evaluation. Subsequently, the authors formulated their own recommendations for strengthening human capital for increasing the quality of hospital services. Findings: Based on the research, the map of key staff attributes affecting patient satisfaction with the quality of hospital services was developed. The attributes with the greatest importance and strength of influence on the quality of services, characteristic of the three professional groups studied, were then identified. Among them were: professionalism, kindness and politeness towards the patient and his family members, individualized approach to the patient. Recognizing the opinions of patients of a particular hospital, the attributes that were important but at the same time rated lowest were identified. On this basis, gaps between the expected and actual state were identified, and suggestions were made for improvement in the areas of knowledge, communication and cooperation. Research limitations/implications: Some limitations were recognized in the research process, primarily due to the size of the research sample and the scope and scale of empirical research. It seems desirable to expand the research field to include the international environment. Conclusions made against the background of other cultural or systemic conditions of health care in a given country could enrich the conducted comparative analysis with interesting insights. In addition, the study of correlations between an expanded set of factors influencing the quality of hospital services and the level of patient satisfaction could provide a direction for further research. Practical implications: The results of the study may be of interest to stakeholders in the health care industry. Identifying the key personnel attributes of greatest importance and power to influence service quality seems important for designing changes that strengthen a hospital's human capital. The presented suggestions for improvement in the areas of knowledge, communication and cooperation based on the results of patient satisfaction surveys of a specific hospital have application value. Social implications: Implementation of changes designed on the basis of the research results presented and suggestions for improvement in the areas of knowledge, communication and cooperation can realistically improve patient satisfaction with the quality of hospital services. In addition, hospitals' interest in improving the quality of services in response to patients' needs and expectations demonstrates social responsibility. Originality/value: The paper identifies key staff attributes important for achieving patient satisfaction with the quality of hospital services. It also provides practical recommendations for improvement in the areas of knowledge, communication and cooperation. The article is dedicated to academic and healthcare professionals, including hospital managers, as well as local government administration.