The influence of soft and hard TQM on quality performance and patient satisfaction in health care: investigating direct and indirect effects

Implementation of Wayfinding Signage in Public Hospitals and Its Evaluation Towards Quality Improvement

Background: Signage is important in any public place. It involves information about nomenclature, wayfinding, service timing, emergency preparedness, and regulatory compliance. It plays an important role in helping the patient reach their desired destination with minimum difficulty, thereby enhancing the patient experience. The hospital under study is a vast facility encompassing 130 acres. Outpatient services have a monthly footfall of nearly 1 lakh patients, and there are about 1,800 admissions per month. Patients and visitors are usually unaware of the facility and face difficulties in wayfinding amidst the large number of patients. Due to difficulty in wayfinding, the patients often seek the help of hospital staff to reach the desired locations. Trilingual signage (English, Hindi, and regional language - Odia) was installed in a 960-bed tertiary care public hospital in Eastern India as a Quality Improvement initiative towards the goal of a patient-friendly hospital.

OBJECTIVE

The study aims to evaluate the multi-lingual signage system in the hospital and recommend suggestions.

METHODOLOGY

Wayfinding or the signage work was undertaken as a Total Quality Management (TQM) Project in the study setting, conducted over 36 months. The effectiveness of the signage system was evaluated using a questionnaire-based survey among the patients, attendants, and other visitors.

RESULTS

Color-coded multilingual signage installed in the hospital block and its surrounding areas included the naming of various areas, way-finding, and safety signage. The most difficult areas to find were ICUs (35.6%), OT (31.1%), and laboratories (31.1%). Additionally, 98% of the participants could reach their desired destination but had to double-check with the staff.

CONCLUSION

It was evident from the study that hospital signage plays a crucial role in hospitals by improving wayfinding, enhancing the patient experience, and promoting safety and emergency preparedness. Signage also indirectly contributes to better patient care. In large teaching hospitals, human assistance is also necessary for wayfinding.

The mediating effect of patient trust on the relationship between service quality and patient satisfaction

PURPOSE

The prime aim of this research is to examine the mediating effect of patient trust on the relationship between service quality and patient satisfaction in Amman, Jordan.

DESIGN/METHODOLOGY/APPROACH

A convenience sample of patients visiting seven out of the 44 private hospitals in Amman was selected. In total, 385 questionnaires were distributed among patients, with a response rate of 91%. Of these, 35 were disregarded, and the data from the remaining 350 questionnaires were analyzed using SPSS.

FINDINGS

The results showed that service quality has a statistically significant effect on patient satisfaction. Furthermore, service quality has a statistically significant effect on patient trust, while there is also a statistically significant effect of patient trust on patient satisfaction. The findings also revealed that patient satisfaction partially mediates the relationship between service quality and patient satisfaction.

ORIGINALITY/VALUE

Generating more insights in the areas of service quality, patient trust and patient satisfaction while also extending the findings of earlier studies. The prior studies in the literature that focus on customers are given a more advantageous perspective by using Jordanian hospitals as a population to test the model of this research. The majority of past research on service quality, patient satisfaction and patient trust in the healthcare sector has been conducted in western nations.