Provider‐perceived dimensions of total quality management in healthcare

Abstract

PurposeThe purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined.Design/methodology/approachA questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among medical professionals. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of provider‐perceived TQM on hospital performance.FindingsFindings highlight 14 distinct dimensions of provider‐perceived TQM and the relationships among them. Positive and significant relationships among the dimensions and hospital performance have been found.Research limitations/implicationsContribution to research on healthcare quality by the development of a comprehensive instrument of provider‐perceived healthcare quality.Practical implicationsThis instrument would enable hospitals to examine the quality of care being delivered by them to the patients. Hospital administrators and medical professionals could use this feedback to assess hospital performance, and benchmark their performance against that of other competitive hospitals.Originality/valueComprehensive instrument of provider‐perceived healthcare quality

The impact of total quality management (TQM) on the hospital's performance: an empirical research

“…Goldstein et al (2002) in their study regarding hospital performance measures, they demonstrated that four measures are associated to hospital performance, the clinical measures such as adjusted length of patient stay in the hospital and adjusted mortality rate, secondly the financial measures such as operating cost and operating margin. In this regard performance measurement is an essential tool for evaluating overall healthcare service quality which should be practiced in every department of the hospital because it reflects the overall level of service quality (Duggirala et al, 2008). In order to be in line with all other service providing firms, all awards frameworks for service quality such as the Malcolm Baldrige National Quality Award (MBNQA), the ISO 9000 model, and the European Foundation for Quality Management (EFQM) use by healthcare units as a means of measuring hospital performance in achieving customers' satisfaction and retention (Lai, 2003).…”

The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals

“…On the basis of an extensive review of the literature on healthcare service quality, this study adopts the instrument of Duggirala et al . (, ) to measure critical dimensions of patient‐perceived healthcare quality. These dimensions are now explained in the following section.…”

“…Duggirala et al . (, ) reviewed the critical dimensions of patient‐perceived healthcare quality dimensions and developed an instrument measuring the patient's viewpoint on healthcare quality. The following are the dimensions of patient‐perceived TQS in healthcare by Duggirala et al .…”

“…PQ consists of all interactions between service personnel and patients including moments of truth, critical incidents and service recovery (Padma et al ., ). Personnel are expected to be timely, communicative, courteous, warm, friendly, responsive, reliable, sincere, competent, professional, accessible, flexible, helpful and honest (Seth et al ., ; Padma et al ., ; Duggirala et al ., , ; Chahal and Kumari, ).…”

“…Patients must be satisfied with core services such as doctors' diagnoses (Li et al ., ). Healthcare providers must be more responsive to patients' needs while working within a clearly established framework for determining clinical performance (Duggirala et al ., , ).…”