The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals

The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals Managers constantly struggle with where to allocate their resources and efforts in managing the complex service delivery system called a hospital. In the broadest sense, their decisions and actions focus on two important aspects of health care—clinical or technical medical care that emphasizes “what” the patient receives and process performance that emphasizes “how” health care services are delivered to patients. Here, we investigate the role of leadership, clinical quality, and process quality on patient satisfaction. A causal model is hypothesized and evaluated using structural equation modeling for a sample of 202 U.S. hospitals. Statistical results support the idea that leadership is a good exogenous construct and that clinical and process quality are good intermediate outcomes in determining patient satisfaction. Statistical results also suggest that hospital leadership has more influence on process quality than on clinical quality, which is predominantly the doctors' domain. Other results are discussed, such as that hospital managers must be mindful of the fact that process quality is at least as important as clinical quality in predicting patient satisfaction. The article concludes by proposing areas for future research. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Decision Sciences Wiley

The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals

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Publisher
Wiley
Copyright
Copyright © 2004 Wiley Subscription Services, Inc., A Wiley Company
ISSN
0011-7315
eISSN
1540-5915
DOI
10.1111/j.0011-7315.2004.02570.x
Publisher site
See Article on Publisher Site

Abstract

Managers constantly struggle with where to allocate their resources and efforts in managing the complex service delivery system called a hospital. In the broadest sense, their decisions and actions focus on two important aspects of health care—clinical or technical medical care that emphasizes “what” the patient receives and process performance that emphasizes “how” health care services are delivered to patients. Here, we investigate the role of leadership, clinical quality, and process quality on patient satisfaction. A causal model is hypothesized and evaluated using structural equation modeling for a sample of 202 U.S. hospitals. Statistical results support the idea that leadership is a good exogenous construct and that clinical and process quality are good intermediate outcomes in determining patient satisfaction. Statistical results also suggest that hospital leadership has more influence on process quality than on clinical quality, which is predominantly the doctors' domain. Other results are discussed, such as that hospital managers must be mindful of the fact that process quality is at least as important as clinical quality in predicting patient satisfaction. The article concludes by proposing areas for future research.

Journal

Decision SciencesWiley

Published: Aug 1, 2004

Keywords: ; ; ;

References

  • Where does the customer fit in a service operation?
    Chase, R. B.
  • The service quality solution
    Collier, D. A.
  • Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine
    De Man, S.; Gemmel, P.; Vlerick, P.; Van Rijk, P.; Dierckx, R.
  • A framework for quality management research and an associated measurement instrument
    Flynn, B. B.; Schroeder, R. G.; Sakakibara, S.
  • Empirical support for the Baldrige award framework in U.S. hospitals
    Goldstein, S. M.; Schweikhart, S. B.
  • The ethical dimension of managerial leadership: Two illustrative case studies in TQM
    Guillen, M.; Gonzalez, T. F.
  • Profiles of U.S. hospitals
  • Service quality: A tutorial
    Harvey, J.

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