Ayman Abu-Rumman, Ata Al Shraah, Faisal Al-Madi and Tasneem Alfalah
This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels…
Abstract
Purpose
This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels of patient satisfaction within a large hospital based in Jordan.
Design/methodology/approach
Using a mixed methodology, supported by a pragmatist theoretical approach, a satisfaction survey was conducted with patients accessing the hospital as an in-patient across a range of specialities gathering feedback about different aspects of their care. The results were compared with a self-assessment completed by different speciality teams about the existence and maturity of customer result arrangements implemented as a result of the (KAIIAE).
Findings
The findings confirmed that quality awards such as the KAIIAE can effectively be applied in a health-care setting and can help provide a framework for improving patient experience and satisfaction. A correlation was found with those specialties that self-assessed themselves more highly in terms of these arrangements and the overall levels of patient satisfaction with that specialty, suggesting that the products of working towards the KAIIAE such as establishing effective patient experience monitoring arrangements and improved learning from complaints, has a positive impact on patient satisfaction.
Originality/value
There are limited studies which focus specifically on customer results and on the use of the KAIIAE more generally. This study therefore makes a valuable contribution in adding to the debate about the strategic value of working towards formal quality improvement models and awards in health-care settings.
Details
Keywords
Syed Zeeshan Zafar, Qiao Zhilin, Haider Malik, Ayman Abu-Rumman, Ata Al Shraah, Faisal Al-Madi and Tasneem Faiez Alfalah
The discussion on energy efficiency has been increasing due to the increasing population, emissions of degradable and harmful pollutants, and clean energy substitutes are being…
Abstract
Purpose
The discussion on energy efficiency has been increasing due to the increasing population, emissions of degradable and harmful pollutants, and clean energy substitutes are being developed in order to manage and control the energy requirements all over the world. Against this backdrop, the factors of technological innovation and environmental regulations have been determined as key indicators for the evaluation of sustainable developments and practices in the energy efficiency evaluation studies.
Design/methodology/approach
A two-stage analysis process has been configured for evaluation of the energy efficiency. The first stage includes the estimation of the Total factor energy efficiency scores using the data envelopment Multiplier input-oriented methodology, while the second stage includes the exploration of the impact of technological innovation and government environmental regulations on the Total factor energy efficiency scores obtained in the first step through the application of a spatial regression model.
Findings
This paper highlights the link between the need for and impact of energy efficiency innovations and shows that the energy efficiency goal can be fulfilled by incorporating laws on sustainability and incorporating strict regulations that allow for the use of clean energy, low carbon energy technologies.
Originality/value
The present study, furthermore, provides evidence from 15 countries, five from three different continents, i.e. Asia, Europe and Africa so that a cross-country performance of these factors can be evaluated. The main contribution of the present study is the evaluation of the technological innovation on energy efficiency. There have been studies evaluating various factors on the development of energy-efficient practices; however, the focus on the role of technological innovation and governmental regulations has been scarce.