Quality improvement in physiotherapy services

Boak, George; Sephton, Ruth; Hough, Elaine; Hove, Ruth ten

doi:10.1108/ijhcqa-05-2016-0066

Cited by 5 publications

(11 citation statements)

References 38 publications

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“…Interrelationship between internal performance management and perceived employee ability to deliver service quality Internal performance management relates to clearly defined key performance indicators, visual metrics and regular performance feedback (Laisasikorn and Rompho, 2014). When employees are aware of how they are performing relative to their objectives, they are able to manage their performance and improve, resulting in higher levels of satisfaction and performance results (Boak et al, 2017). In this way, service quality can be enhanced, securing increased levels of perceived customer satisfaction (Stelson et al, 2017;Tricomi and DePasque, 2016).…”

Section: Islamic Banking Perspectivementioning

confidence: 99%

Internal marketing, service quality and perceived customer satisfaction

Bruin

Roberts-Lombard

Meyer-Heydenrych

2020

JIMA

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Purpose This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established. Design/methodology/approach Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling. Findings The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks. Research limitations/implications This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking. Practical implications The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences. Originality/value The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

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Section: Islamic Banking Perspectivementioning

confidence: 99%

Internal marketing, service quality and perceived customer satisfaction

Bruin

Roberts-Lombard

Meyer-Heydenrych

2020

JIMA

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“…Of the 70 total included studies in this review, 18 (26%) 28,37,39,40,43-45,48,52,60,68,70,73,74,77,79,96,102 were approved by local ethics boards, 19 (27%) 32-34,36,41,46,47,49,50,53,55,56,58,63,64,67,81,97,100 sought approval but were considered exempt, 15 (21%) 19,35,38,42,57,59,61,62,65,71,72,75,78,80,93 reported that seeking approval was not necessary at their institution based on the type of project proposed and current regulations, and 18 (26%) 27,29-31,51,54,66,69,76,88,89,95,98,99,101,103-105 made no mention of ethics oversight.…”

Section: Resultsmentioning

confidence: 99%

“…Most included studies were conducted in the USA (n 5 47, 67%). 74,75,88,89,93,[95][96][97][98][100][101][102][103][104][105] The only other countries represented by more than two manuscripts are the United Kingdom (n 5 10, 14%) [59][60][61][62][63][64][65][66][67]99 and Australia (n 5 4, 5.7%). [68][69][70][71]…”

Section: Country Of Publicationmentioning

confidence: 99%

“…We defined QI models and tools as formal methods applied to structure the intended QI effort. Twentytwo studies (31%) 27,29,30,32,[39][40][41]48,50,60,70,74,79,81,88,89,96,98,99,101,102,105 used none of these to guide their QI effort. The most commonly cited model/tool was Plan-Do-Study-Act cycles (n 5 19, 27%) 35,38,46,52,54,55,57,58,[63][64][65][66]73,75,78,80,93,100,103 followed by the Model for Improvement (N 5 8, 11%).…”

Section: Qi Models or Toolsmentioning

confidence: 99%

“…Of the 70 total included studies in this review, 18 (26%) 28,37,39,40,[43][44][45]48,52,60,68,70,73,74,77,79,96,102 were approved by local ethics boards, 19 (27%) [32][33][34]36,41,46,47,49,50,53,55,56,58,63,64,67,81,97,100 sought approval but were considered exempt, 15 (21%) 19,35,38,42,57,59,61,62,65,71,72,75,78,80,…”

Section: Qi Models or Toolsmentioning

confidence: 99%

See 2 more Smart Citations

The Use of Quality Improvement in the Physical Therapy Literature: A Scoping Review

Crick¹,

Rethorn²,

Beauregard³

et al. 2023

J Healthc Qual

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Introduction: Quality improvement (QI) is a useful methodology for improving healthcare, often through iterative changes. There is no prior review on the application of QI in physical therapy (PT). Purpose and Relevance: To characterize and evaluate the quality of the QI literature in PT. Methods: We searched four electronic databases from inception through September 1, 2022. Included publications focused on QI and included the practice of PT. Quality was assessed using the 16-point QI Minimum Quality Criteria Set (QI-MQCS) appraisal tool. Results: Seventy studies were included in the review, 60 of which were published since 2014 with most (n = 47) from the United States. Acute care (n = 41) was the most prevalent practice setting. Twenty-two studies (31%) did not use QI models or approaches and only nine studies referenced Revised Standards for QI Reporting Excellence guidelines. The median QI-MQCS score was 12 (range 7–15). Conclusions/Implications: Quality improvement publications in the PT literature are increasing, yet there is a paucity of QI studies pertaining to most practice settings and a lack of rigor in project design and reporting. Many studies were of low-to-moderate quality and did not meet minimum reporting standards. We recommend use of models, frameworks, and reporting guidelines to improve methodologic rigor and reporting.

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