The impact of quality framework application on patients’ satisfaction
| Autor: | Ata E. M. Al Shra’ah, Ayman Abu-Rumman, Tasneem Alfalah, Faisal Al-Madi |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
Health (social science)
Quality management Public Administration Sociology and Political Science Social Psychology business.industry 030503 health policy & services Health Policy media_common.quotation_subject 03 medical and health sciences 0302 clinical medicine Patient satisfaction Nursing Health care Quality (business) 030212 general & internal medicine 0305 other medical science business Psychology media_common |
| Zdroj: | International Journal of Human Rights in Healthcare. 15:151-165 |
| ISSN: | 2056-4902 |
| DOI: | 10.1108/ijhrh-01-2021-0006 |
| Popis: | PurposeThis 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/approachUsing 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).FindingsThe 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/valueThere 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. |
| Databáze: | OpenAIRE |
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