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Measuring quality performance between public and private hospitals in Malaysia

Measuring quality performance between public and private hospitals in Malaysia PurposeThis study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance.Design/methodology/approachThis study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23.FindingsThe findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital’s quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital.Research limitations/implicationsThis research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries.Originality/valuePresent research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Measuring quality performance between public and private hospitals in Malaysia

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1756-669X
DOI
10.1108/IJQSS-02-2017-0015
Publisher site
See Article on Publisher Site

Abstract

PurposeThis study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance.Design/methodology/approachThis study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23.FindingsThe findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital’s quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital.Research limitations/implicationsThis research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries.Originality/valuePresent research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries.

Journal

International Journal of Quality and Service SciencesEmerald Publishing

Published: Jun 19, 2017

References