Data collection automation and total quality management: case studies in the health-service industry

PATIENTS' SATISFACTION WITH HEALTH SERVICES AT THE NATIONAL INSTITUTE OF PUBLIC HEALTH OF KOSOVA

Aim:

Purpose of the research is to assess patient satisfaction with the quality of health services provided in National Institute of Public Health of Kosova.

Methods:

Study was observational and cross-sectional. Interviews were conducted with 625 clients of IPH. Inclusion criteria for enrollment in the study were patients above 18 years old, with verbally informed consent.

Results:

In our study, access to IPH, efficacy, patient-provider interpersonal communication, and explanations regarding procedures, readiness to answer to patients need and physical settings and appearance are valued satisfactorily whereas cleanliness was rated with minimal grades. Evaluated 12 quality components, were scored with average mark 3.6.

Conclusions:

SWOT analysis, and fishbone diagram should be used on regular bases and a new position for a manager for administrative issues, is opened, complaints box and list of rights and responsibilities of patients were dislocated in a more visible place, and internal staff turnover, is introduced.

Competitive strategic grouping for hospitals

Purpose

In this research, hospitals with varying type, size and operational characteristics are grouped into distinct strategic groups. The competitive methods emphasised by these groups are studied. Also, the extent of effective implementation of quality improvement tools is examined. The purpose of this paper is to discuss these issues.

Design/methodology/approach

Utilizing a sample of 109 hospitals, cluster analysis is used to accomplish the objective of this study.

Findings

Four strategic groups of hospitals were identified. These groups tended to emphasize different competitive methods and quality improvement efforts implementation profiles.

Research limitations/implications

The findings of this study have important implications for the relationship between operational performance and strategic effectiveness in a hospital operational environment.

Practical implications

The findings of this research tend to emphasize the importance of patient's service and satisfaction to strategic effectiveness. Also, the findings stress the importance of clinical effectiveness at the operational level.

Originality/value

This study empirically examines operational and strategic performance‐related issues in a hospital operational environment.