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Purpose – Hospitals have adopted new policies, methods and technologies to change their processes, improve services, and support other organizational changes necessary for better performance. The literature regarding the four major areas of strategic leadership, competitive intelligence,...
Purpose – The purpose of the paper is to demonstrate how a generic value chain and customer focused system as demonstrated by the Scottish and Irish breast screening programmes can be used to provide a high quality health service. Design/methodology/approach – Literature relevant to aligning...
Purpose – Organizational culture is a determinant for quality improvement. This paper aims to assess organizational culture in a hospital setting, understand its relationship with perceptions about quality of care and identify areas for improvement. Design/methodology/approach – The paper is...
Purpose – Cataract surgery is a highly successful, high‐volume surgery, hence reducing surgical complications are imperative for organizations to deliver cost‐effective, high‐quality services that meet the needs of patients. This paper aims to describe 18‐month results of a sustainable...
Purpose – Substandard medicines contribute to poor public health and affect development, especially in the developing world. However knowledge of how manufacturers, distributors and providers understand the concept of drug quality and what strategies they adopt to ensure drug quality is...
Purpose – This paper attempts to explore the concept of service quality in a health care setting. Design/methodology/approach – This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health...
Purpose – The purpose of this paper is to measure the rate of satisfaction of the sample population with an emergency department psychiatric service and to explore in open‐ended questions, factors which contributed to these satisfaction ratings. Design/methodology/approach – All psychiatric...
Purpose – The purpose of the paper is to evaluate the development and use of service level agreements (SLAs) in a Belgian hospital from a client's point of view. Design/methodology/approach – The paper is based on a theoretical framework indicating the variables that influence the...
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