Managing healthcare quality in Ghana: a necessity of patient satisfaction

Managing healthcare quality in Ghana: a necessity of patient satisfaction Purpose – The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients' satisfaction with quality of healthcare in two hospitals located in northern Ghana. Design/methodology/approach – An exploratory study of which 324 respondents were selected using stratified and convenient sampling techniques. Results are presented using a multiple regression model. Findings – The results revealed that of the five‐factor model, support/care, environment of the facility and waiting time determine patients' satisfaction with quality of healthcare delivery. The explanatory power of the dependent variable was explained by 51 percent. Originality/value – The findings suggest that internal and external health sector stakeholders may possibly use this study as a precursor to improve service quality in the two hospitals in particular and others in general. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Managing healthcare quality in Ghana: a necessity of patient satisfaction

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0952-6862
D.O.I.
10.1108/09526861111160580
Publisher site
See Article on Publisher Site

Abstract

Purpose – The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients' satisfaction with quality of healthcare in two hospitals located in northern Ghana. Design/methodology/approach – An exploratory study of which 324 respondents were selected using stratified and convenient sampling techniques. Results are presented using a multiple regression model. Findings – The results revealed that of the five‐factor model, support/care, environment of the facility and waiting time determine patients' satisfaction with quality of healthcare delivery. The explanatory power of the dependent variable was explained by 51 percent. Originality/value – The findings suggest that internal and external health sector stakeholders may possibly use this study as a precursor to improve service quality in the two hospitals in particular and others in general.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Sep 6, 2011

Keywords: Hospitals; Patients; Customer satisfaction; Quality; Health care; Waiting lists; Queues; Ghana

References

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