What is it about?
This study gives a fresh perspective to hospital service quality by proposing a conceptual model in which 15 dimensions such as infrastructure, resource availability, clinical procedure, quality of outcome, administrative procedure, waiting time, patient safety, staff attitude, personalized attention, price, food, information availability, trustworthiness, continuity, and religious need are clubbed under three broad areas such as 'Infrastructural Dimensions', 'Procedural Dimensions', and 'Interactional Dimensions'.
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Why is it important?
Many researchers have studied service quality in hospital perspective in different countries. But none of these studies is being able to cover all potential areas of service quality in hospital settings. This study aims to critically review the work of different researchers to determine and define the dimensions that would cover all areas of service quality in hospital setting. The conceptual framework developed would help healthcare managers to measure service quality across the identified dimensions and take corrective actions accordingly.
Perspectives
Though SERVQUAL has been the mostly used tool to measure service quality but its application in hospital setting has been criticized as it does not address important dimensions like clinical procedure, administrative procedure, waiting time, safety, information availability, quality of outcome. So some researchers have either modified the SERVQUAL scale or have taken different approach. This study gives a new perspective to hospital service quality through the 15 dimensions identified in the conceptual framework.
Swapnarag Swain
Read the Original
This page is a summary of: A Holistic Framework for Conceptualizing Hospital Service Quality, Journal of Health Management, February 2017, SAGE Publications,
DOI: 10.1177/0972063416682563.
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