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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.

Comparison of the impact of removable partial dentures on the oral health-related quality of life of older adults

Selmani Bukleta M., Bukleta D., Selmani M.

Journal of Achievements in Materials and Manufacturing Engineering

2023

Vol. 116, nr 2

61--71

Purpose: This study aimed to determine the effect of metal base removable partial dentures (MRPDs) and acrylic base removable partial dentures (ARPDs) on oral health-related quality of life. Design/methodology/approach: The study was conducted on 40 patients. Twenty received ARPDs (nine in the maxilla and eleven in the mandible), and twenty received MRPDs (nine in the maxilla and eleven in the mandible). The patients were 45–65 years old. The impact of RPDs on the patient's quality of life was analysed with the Oral Health Impact Profile (OHIP-ALB14) questionnaire. The differences in OHIP-14 between the two dentures at three different time points were estimated. All statistical analyses were performed using SPSS software, version 22 (IBM), and a p-value<0.05 was considered statistically significant. Findings: The OHIP-ALB14 score for both denture types was high at T1 and then remarkably decreased at T2 (p<0.05) and T3 (p<0.05), with no significant differences between MRPDs and ARPDs users. For ARPD users, the satisfaction level significantly increased (<0.001) after one year for the dimensions of Physical Pain, Functional limitation, and Psychological Discomfort. Whereas, for MRPD users, satisfaction level significantly increased (<0.001) in the dimensions of Functional limitation, Psychological Discomfort, and Psychological Disability after a year of denture use. Research limitations/implications: The findings from this study can be taken as the first step towards future research with a longer post-operative follow-up that can analyse the differences between dentures if any. Practical implications: The comparative analysis between ARPD and MRPD and their impact on the oral soft tissues will help prosthodontists reach accurate treatment decisions. Originality/value: This study has not been conducted in the region of Kosovo before. Moreover, the engineers manufacturing dental prostheses will know about the effect of their product on oral health.

Healthcare facilities website and their impact on customer satisfaction from the perspective of customer relationship management (CRM)

Budiman Arief, Bačík Radovan, Fedorko Richard, Ivanková Viera, Turáková Alexandra, Kovaľová Eva

Polish Journal of Management Studies

2019

Vol. 19, No. 2

75--88

Recently, customer relationship management (CRM) applications have also shown importance in areas where demand exceeds supply. The core of CRM is based on marketing and communication with the customer is an important part of the marketing philosophy. The primary objective of this study is to highlight the importance of dental healthcare website elements from the customer's perspective in terms of customer satisfaction. The primary data included 448 respondents. The parameters of the website were assessed in the research, where it was found that there should be a term management element and a reminder system (e.g. SMS) on the dentist's website. In general, it can be said about linking the primary e-communication between the doctor and the patient, the doctor should primarily focus on inviting the patient to attend a medical examination or should provide information about preventive examinations. These issues have the greatest impact on overall satisfaction. These outputs were achieved using frequency and descriptive statistical characteristics and regulatory models (ridge, lasso, elastic net) and a multiple linear regression analysis model.

Ostatnio aplikacje zarządzania relacjami z klientami (CRM) również mają znaczenie w obszarach, w których popyt przewyższa podaż. Podstawą CRM jest marketing i komunikacja z klientem, która jest ważną częścią filozofii marketingowej. Głównym celem tego badania jest podkreślenie znaczenia elementów strony internetowej opieki stomatologicznej z punktu widzenia klienta pod względem satysfakcji klienta. Podstawowe dane obejmowały 448 respondentów. Parametry strony internetowej zostały ocenione w badaniu, w którym stwierdzono, że na stronie internetowej dentysty powinien istnieć element zarządzania terminami i system przypomnień (np. SMS). Ogólnie rzecz biorąc, można powiedzieć o łączeniu podstawowej komunikacji elektronicznej między lekarzem a pacjentem, lekarz powinien przede wszystkim skupić się na zaproszeniu pacjenta do wzięcia udziału w badaniu lekarskim lub powinien dostarczyć informacji na temat badań profilaktycznych. Kwestie te mają największy wpływ na ogólne zadowolenie. Wyniki te uzyskano za pomocą częstotliwości i opisowych charakterystyk statystycznych oraz modeli regulacyjnych (grzbiet, lasso, siatka elastyczna) i wielorakiego modelu analizy regresji liniowej.