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Article
Publication date: 7 January 2014

Mosad Zineldin, Jonas Zineldin and Valentina Vasicheva

The purpose of this paper is to identify the shortcoming of a health-care institution to reduce the medical errors (MEs) which lead to the increase of physicians and patients…

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Abstract

Purpose

The purpose of this paper is to identify the shortcoming of a health-care institution to reduce the medical errors (MEs) which lead to the increase of physicians and patients relationship.

Design/methodology/approach

Total relationship management (TRM) emphasizes the totality and the holistic nature of a relationship. It includes five generic quality dimensions (5 Qs) and measurements. 5 Qs will be used in the paper to identify the shortcoming of a health-care institution, identify and reduce the MEs which lead to the increase of the patient safety and doctors and patients satisfaction.

Findings

The paper shows that there is a need for a health-care system response to error that moves the system toward being as fail-Zero tolerant and failsafe as possible rather than one that blames the clinician who may have erred.

Research limitations/implications

The proposed 5 Qs model consists of some generic integrated dimensions.

Practical implications

Teamwork practice, holistic view and integration of different competences and recourses will allow the support of information systems, the collection of evidence about care, and efforts for continuous quality improvement.

Social implications

This research attempts to contribute to the previous academic studies and knowledge in quality of medical and health care by reducing the MEs and increasing patient safety.

Originality/value

The 5 Qs can be used as diagnostic instrument to identify and understanding of how MEs and AEs occur and suggest prevention strategies to reduce patient severity and dissatisfaction. The main goal of such prevention strategies is to reduce the probability of error occurrence and increase the probability that the error would be remedied before an inadvertent injury occurred.

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Article
Publication date: 9 October 2024

Nadia A. Abdelmegeed Abdelwahed and Abdul Wahid Zehri

In this study, the researchers explored the influence of service quality-related constructs on patients’ satisfaction with Egyptian health-care centers.

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Abstract

Purpose

In this study, the researchers explored the influence of service quality-related constructs on patients’ satisfaction with Egyptian health-care centers.

Design/methodology/approach

In this study, the researchers used a quantitative approach and concluded the study based on 316 valid cases collected from patients of Egyptian health-care centers.

Findings

Using path analysis with analysis of moment structures (AMOS), this study's results demonstrate that reliability and responsiveness, empathy, nursing care and medical care positively affect patients' satisfaction. On the other hand, the tangibles have a negative effect on patient satisfaction.

Practical implications

This study’s findings benefit policymakers by shaping evidence-based policies. Health-care managers can implement strategies that prioritize the identified factors and can foster a more patient-centric and effective health-care system. Also, this study’s findings guide health-care institutes to maintain human rights by serving poor and needy patients. More generally, this study's outcomes enrich the depth of the domain literature.

Originality/value

This study’s findings add to the existing knowledge and fill contextual gaps by confirming patients’ satisfaction with the service quality of Egyptian health-care centers.

Details

International Journal of Human Rights in Healthcare, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-4902

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