Karthik Padamata and Rama Devi Vangapandu
In the process of providing quality healthcare services, identifying the important healthcare attributes and their operational performance is crucial in the healthcare industry…
Abstract
Purpose
In the process of providing quality healthcare services, identifying the important healthcare attributes and their operational performance is crucial in the healthcare industry. Highlighting this, the authors have aimed to find the importance of certain healthcare attributes and their respective performance from the customers’ perspective in the Indian private tertiary healthcare facilities by conducting an importance-performance analysis (IPA).
Design/methodology/approach
For this study, the authors have derived 10 healthcare attributes from the literature and responses regarding their importance and performance were taken from 350 inpatients from 6 hospitals.
Findings
The analysis resulted in identification of the most and least important, high and low performing healthcare attributes as perceived by the patients. In terms of attribute importance, the doctors’ competencies and provision of safe and effective patient care have been ranked most important, whereas the doctors’ competencies and accessibility have been rated high in terms of performance. In addition, the importance ranks and performance scores helped in the development of a two-dimensional IPA grid.
Practical implications
The IPA grid helped in identifying the areas for improvement, hence determining the need for implementation of significant strategies in the process of cost-effective high-quality healthcare service provision.
Originality/value
There is a paucity of IPA studies with a focus on the Indian healthcare system in identifying and demonstrating the healthcare components that need to be addressed for improvement. Emphasizing the gap, this is one of the pioneering studies that captured various healthcare attributes’ importance and their respective performance from the lens of hospital inpatients, which helped in the development of an IPA grid by clearly outlining the areas that need attention, especially in the post-pandemic scenario.
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Karthik Padamata and Rama Devi Vangapandu
By following the “employee-centric” approach, this study aims at identifying the impact of high-performance work systems (HPWS) on specific employee attitudinal outcomes such as…
Abstract
Purpose
By following the “employee-centric” approach, this study aims at identifying the impact of high-performance work systems (HPWS) on specific employee attitudinal outcomes such as work engagement, job satisfaction and affective commitment in the Indian healthcare industry.
Design/methodology/approach
The target population for this study includes the nurses working in large private multi-specialty tertiary care hospitals in India. Partial Least Squares Structural Equation Modelling (PLS-SEM) techniques are used on a sample of 152 nurses working in two large specialty hospitals.
Findings
In the Indian healthcare industry context, the nurse's perception of HPWS has shown a significant positive effect on their attitudinal variables such as work engagement, job satisfaction and affective commitment. When checked for mediation of work engagement and job satisfaction variables in HPWS – affective commitment relationship, nurse's job satisfaction partially mediated the relationship, but nurse's work engagement has shown no mediation effect.
Originality/value
This is one of the pioneering studies conducted in the Indian healthcare industry context, especially on the nurse's sample in identifying the impact of high-performance work systems on their attitudinal outcomes. Underscoring the paucity of HPWS research in the Indian healthcare industry, this study's findings will be an addition to the HPWS literature and also to the nursing research in the Indian healthcare settings.
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Karthik Padamata and Rama Devi Vangapandu
The purpose of this study is to capture patients' and employees' perception of quality of care in the Indian private hospitals and to find the possible perceptual gaps between…
Abstract
Purpose
The purpose of this study is to capture patients' and employees' perception of quality of care in the Indian private hospitals and to find the possible perceptual gaps between both the groups.
Design/methodology/approach
Authors have referred to the Victorian patient satisfaction monitoring (VPSM) scale and studied the responses of 327 patients and 327 employees collected from six private Indian tertiary care hospitals. SPSS v26 software was used to conduct the data reliability test, descriptive analysis and Mann–Whitney U test.
Findings
Authors have found significant differences in perceptions of quality of care between the patients and employees in the Indian hospitals. Employees have high positive perceptions towards the provided medical care whereas the patients have less favourable perceptions for many quality indicators.
Practical implications
This study findings help the healthcare managers, practitioners and healthcare workers of the Indian hospitals to understand the perceptions of both the employees and the patients towards healthcare quality elements and help to reduce the existing perceptual gap in the process of providing quality healthcare services.
Originality/value
To the best of authors knowledge, this is one of the pioneering studies conducted in Indian healthcare industry to capture and compare the perceptions of both the employees' and the patients' perceptions of various quality of care elements. This study highlighted the existing perceptual gap between the employees and the patients on various healthcare quality elements and indicated the critical areas for improvement to provide high quality healthcare services.