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Strategic action grids: A study in Indian hospitals
Published in Emerald Group Publishing Ltd.
2014
PMID: 25087334
Volume: 27
   
Issue: 5
Pages: 360 - 372
Abstract
Purpose – The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients and attendants. Design/methodology/approach – Patient and attendant perceptions were collected using a questionnaire. Findings – Patients and attendants have different perceptions. Different customers have different needs of which providers need to be aware to better serve their consumers. Research limitations/implications – The study captured only 408 patient and attendants’ perceptions – a 32 per cent response rate. Practical implications – Results enable hospital administrators to develop appropriate strategies to improve their structure and function by analysing their strengths and weaknesses regarding their tangible and intangible assets. Originality/value – The study included attendants, specifically in an Indian healthcare context. © Emerald Group Publishing Limited.
About the journal
JournalInternational Journal of Health Care Quality Assurance
PublisherEmerald Group Publishing Ltd.
ISSN09526862
Open AccessNo
Concepts (32)
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    Adult
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    Age
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    Article
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    Family
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    Female
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    HEALTH CARE QUALITY
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    HOSPITAL MANAGEMENT
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    Human
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    India
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    Male
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    Middle aged
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    Organization
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    Organization and management
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    PATIENT
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    PATIENT PARTICIPATION
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    Patient satisfaction
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    Perception
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    PRIVATE HOSPITAL
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    PUBLIC HOSPITAL
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    Questionnaire
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    Sex difference
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    AGE FACTORS
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    HOSPITAL ADMINISTRATION
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    HOSPITALS, PRIVATE
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    HOSPITALS, PUBLIC
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    Humans
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    ORGANIZATIONAL OBJECTIVES
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    PATIENT PARTICIPATION
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    Patients
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    Quality of health care
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    Questionnaires
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    Sex factors