Czasopismo
Tytuł artykułu
Warianty tytułu
Języki publikacji
Abstrakty
Purpose: The aim of this article is to identify attributes related to the quality of the hospitalization process, categorized from absolutely necessary to those whose presence does not significantly impact this quality (according to the Kano methodology). The identified attributes also simultaneously contribute to shaping patient satisfaction. The primary objective of this article is to indicate at what level in the satisfaction assessment factors determine the quality of the hospitalization process and to what extent they align with the expectations of hospitalized patients.
Design/methodology/approach: The literature review will focus on identifying factors determining the quality of the hospitalization process. The empirical part of the article will revolve around classifying these attributes according to the Kano methodology through survey research. The next stage of the research process will involve assessing the satisfaction of hospitalized patients in areas corresponding to the Kano attributes - through survey research - and identifying discrepancies between expectations and satisfaction levels.
Findings: Among the attributes that particularly determine the attractiveness of a hospital unit are those related to reducing time. Shortening the admission time to the ward, waiting for discharge, and the time it takes to conduct prescribed tests are emphasized. Additionally, the importance of adhering to the treatment stages according to the planned schedule is highlighted. Therefore, it is recommended as a priority to simplify procedures for both admission to the ward and discharge, as well as to strictly adhere to the treatment schedule while optimizing it to reduce the waiting time for prescribed tests during hospitalization.
Research limitations/implications: The article presents the results of literature research, which can be complemented in further studies on this topic. One limitation of the research is the relatively narrow group of patients who completed the satisfaction assessment survey, both in terms of the number of patients, geographical area, and the number of hospital facilities. Additionally, the study only presented attributes related to the organization and the quality of the hospitalization process, without delving into broader topics related to personnel or material conditions, which likely also influence the level of patient satisfaction. These limitations point towards directions for future research.
Practical implications: The results of the conducted research can have practical applications in the business field. Satisfaction assessment surveys completed by hospitalized patients from various hospitals will identify areas where patient satisfaction is the lowest. Consequently, they can serve as a basis for developing guidelines for efforts aimed at improving the quality of the hospitalization process. Additionally, the Kano methodology will indicate which attributes that determine the quality of the hospitalization process are most significant to patients, thereby guiding which actions should be implemented first.
Social implications: The implementation of the solutions recommended in the article, focusing on improving the quality of the hospitalization process, will result in raising the standards of hospitalization services provided by hospitals. The interest shown by hospital facilities in this topic demonstrates their social responsibility, and the added value for society will be the opportunity to access hospitalization processes that are more aligned with patients' expectations, especially in areas where patients have absolute expectations.
Originality/value: The article is primarily dedicated to individuals responsible for managing hospitals, who make decisions regarding its development and the improvement of the processes within. These individuals can gain insights into how satisfaction with the implemented processes can be measured comprehensively, and furthermore, how to determine the importance of individual quality attributes (Kano).(original abstract)
Design/methodology/approach: The literature review will focus on identifying factors determining the quality of the hospitalization process. The empirical part of the article will revolve around classifying these attributes according to the Kano methodology through survey research. The next stage of the research process will involve assessing the satisfaction of hospitalized patients in areas corresponding to the Kano attributes - through survey research - and identifying discrepancies between expectations and satisfaction levels.
Findings: Among the attributes that particularly determine the attractiveness of a hospital unit are those related to reducing time. Shortening the admission time to the ward, waiting for discharge, and the time it takes to conduct prescribed tests are emphasized. Additionally, the importance of adhering to the treatment stages according to the planned schedule is highlighted. Therefore, it is recommended as a priority to simplify procedures for both admission to the ward and discharge, as well as to strictly adhere to the treatment schedule while optimizing it to reduce the waiting time for prescribed tests during hospitalization.
Research limitations/implications: The article presents the results of literature research, which can be complemented in further studies on this topic. One limitation of the research is the relatively narrow group of patients who completed the satisfaction assessment survey, both in terms of the number of patients, geographical area, and the number of hospital facilities. Additionally, the study only presented attributes related to the organization and the quality of the hospitalization process, without delving into broader topics related to personnel or material conditions, which likely also influence the level of patient satisfaction. These limitations point towards directions for future research.
Practical implications: The results of the conducted research can have practical applications in the business field. Satisfaction assessment surveys completed by hospitalized patients from various hospitals will identify areas where patient satisfaction is the lowest. Consequently, they can serve as a basis for developing guidelines for efforts aimed at improving the quality of the hospitalization process. Additionally, the Kano methodology will indicate which attributes that determine the quality of the hospitalization process are most significant to patients, thereby guiding which actions should be implemented first.
Social implications: The implementation of the solutions recommended in the article, focusing on improving the quality of the hospitalization process, will result in raising the standards of hospitalization services provided by hospitals. The interest shown by hospital facilities in this topic demonstrates their social responsibility, and the added value for society will be the opportunity to access hospitalization processes that are more aligned with patients' expectations, especially in areas where patients have absolute expectations.
Originality/value: The article is primarily dedicated to individuals responsible for managing hospitals, who make decisions regarding its development and the improvement of the processes within. These individuals can gain insights into how satisfaction with the implemented processes can be measured comprehensively, and furthermore, how to determine the importance of individual quality attributes (Kano).(original abstract)
Rocznik
Strony
9--27
Opis fizyczny
Twórcy
autor
- Czestochowa University of Technology
autor
- Czestochowa University of Technology
autor
- Czestochowa University of Technology, Poland
autor
- Voivodeship Specialist Hospital of the Most Holy Virgin Mary in Częstochowa, Poland
Bibliografia
- 1. Akim, M.R. (2023). Factors undermining quality of medical-care services delivered by a physician in today's medical-care market country-wise. Statistical analysis Front Manage Bus, 4(2), 316-324, DOI: 10.25082/FMB.2023.02.001
- 2. Asiamah, N., Aggrey, M., Adu-Gyamfi, K., Opuni, F.F. (2022). Construction of a Scale Assessing Patients' Perceptions Regarding Sanitation and Hygiene in a Clinical Setting. Journal of Patient Safety, 18(2), e534-e541. https://doi.org/10.1097/pts.0000000000000862
- 3. Barrios-Ipenza, F., Calvo-Mora, A., Criado-García, F., Curioso, W.H. (2021). Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru. International Journal of Environmental Research and Public Health. MDPI.
- 4. Berger, C., Blauth, R.E., Boger, D., Bolster, C.J., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M., Walden, D. (1993). Kano's methods for understanding customer-defined quality.
- 5. Budynek, J. (2023). Franchise network business model in hospitality services. Organization and Management - Modernity of industry and services. Scientific Paper, no. 177. Silesian University Of Technology, DOI: http://dx.doi.org/10.29119/1641-3466.2023.177.4
- 6. Chang, W., Chang, Y. (2013). Patient satisfication analysis: Identyfying key snd Enhancing service quality of dentak care. Journal of dental Sciences, 8(3), 239-247.
- 7. Fiorillo, A. et al. (2021). Improving performance of the hospitalization process by applying the principles of Lean Thinking. The TQM Journal, 33(7), pp. 253-271. doi:10.1108/tqm- 09-2020-0207. DOI 10.1108/tqm-09-2020-0207
- 8. Fuseini, A.-G., Mohebbi, M., Redley, B., Rawson, H., Ley, L., Kerr, D. (2023). Development and psychometric validation of the hospitalized older adults' dignity scale for measuring dignity during acute hospitalization. Journal of Advanced Nursing. https://doi.org/10.1111/jan.15714
- 9. González, N.I., Quintana, J.M., Bilbao, A., Escobar, A., Aizpuru, F., Thompson, A., Esteban, C., Sebastián, J.A.S., de la Sierra, E. (2005). Development and validation of an in- patient satisfaction questionnaire. International Journal for Quality in Health Care, 17(6), 465-472. https://doi.org/10.1093/intqhc/mzi067
- 10. Haksik Lee, Yongki Lee, Dongkeun Yoo (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, Vol. 14, Iss. 3, pp. 217-231.
- 11. Hiidenhovi, H., Laippala, P., Nojonen, K. (2001). Development of a patient-orientated instrument to measure service quality in outpatient departments. Journal of Advanced Nursing, 34(5), 696-705. https://doi.org/10.1046/j.1365-2648.2001.01799.x
- 12. https://orka.sejm.gov.pl/proc9.nsf/ustawy/3260_u.htm
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171683992
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