Quality in NHS hospitals

No one knows better than patients

Eleonora Karassavidou, Niki Glaveli, Chrissoleon T. Papadopoulos

Research output: Contribution to journalArticle

32 Citations (Scopus)

Abstract

Purpose: National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and compete effectively. The purpose of this paper is threefold. First, to investigate how patients perceive service quality in Greek NHS hospitals. Second, to assess patients' perceptions, expectations and the relevant gaps concerning the quality provided by public hospitals. Third, to determine the relative importance of quality dimensions in influencing patients' overall quality perceptions. Design/methodology/approach: Empirical research using the SERVQUAL instrument was conducted in six NHS hospitals located in North Greece. A total of 137 usable questionnaires were collected. Findings: The research results revealed a three-dimension SERVQUAL construct, which proved to be a valid, reliable and flexible tool for measuring quality in Greek hospitals. The human factor was revealed as being the most critical dimension of quality, reflecting the significance of the traditional view of the doctor-patient relationship. Quality gaps are illuminated, suggesting that there is room for improvement initiatives. Practical implications: The paper provides guidelines to hospital managers and policymakers as to developing strategies that aim at meeting patients' expectations of service quality and restoring trust in public hospitals. Originality/value: The paper sheds light on service quality, a critical aspect of hospital performance, drawing attention to patients' orientations. The study gives support to the view that quality in hospitals can be determined, measured and systematically monitored with the goal of responding to patients' needs.

Original languageEnglish
Pages (from-to)34-46
Number of pages13
JournalMeasuring Business Excellence
Volume13
Issue number1
DOIs
Publication statusPublished - Mar 20 2009
Externally publishedYes

Fingerprint

Service quality
Public hospitals
Patient perceptions
Empirical research
Questionnaire
Politicians
Hospital performance
Government
Quality perception
Human factors
Quality of service
Relative importance
Design methodology
Confidence
Managers
Doctor-patient relationship
Greece

Keywords

  • Greece
  • Health services
  • Research
  • SERVQUAL

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Organizational Behavior and Human Resource Management

Cite this

Quality in NHS hospitals : No one knows better than patients. / Karassavidou, Eleonora; Glaveli, Niki; Papadopoulos, Chrissoleon T.

In: Measuring Business Excellence, Vol. 13, No. 1, 20.03.2009, p. 34-46.

Research output: Contribution to journalArticle

Karassavidou, Eleonora ; Glaveli, Niki ; Papadopoulos, Chrissoleon T. / Quality in NHS hospitals : No one knows better than patients. In: Measuring Business Excellence. 2009 ; Vol. 13, No. 1. pp. 34-46.
@article{d2ccbb43bbde4f27a1018bfc3934b7cd,
title = "Quality in NHS hospitals: No one knows better than patients",
abstract = "Purpose: National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and compete effectively. The purpose of this paper is threefold. First, to investigate how patients perceive service quality in Greek NHS hospitals. Second, to assess patients' perceptions, expectations and the relevant gaps concerning the quality provided by public hospitals. Third, to determine the relative importance of quality dimensions in influencing patients' overall quality perceptions. Design/methodology/approach: Empirical research using the SERVQUAL instrument was conducted in six NHS hospitals located in North Greece. A total of 137 usable questionnaires were collected. Findings: The research results revealed a three-dimension SERVQUAL construct, which proved to be a valid, reliable and flexible tool for measuring quality in Greek hospitals. The human factor was revealed as being the most critical dimension of quality, reflecting the significance of the traditional view of the doctor-patient relationship. Quality gaps are illuminated, suggesting that there is room for improvement initiatives. Practical implications: The paper provides guidelines to hospital managers and policymakers as to developing strategies that aim at meeting patients' expectations of service quality and restoring trust in public hospitals. Originality/value: The paper sheds light on service quality, a critical aspect of hospital performance, drawing attention to patients' orientations. The study gives support to the view that quality in hospitals can be determined, measured and systematically monitored with the goal of responding to patients' needs.",
keywords = "Greece, Health services, Research, SERVQUAL",
author = "Eleonora Karassavidou and Niki Glaveli and Papadopoulos, {Chrissoleon T.}",
year = "2009",
month = "3",
day = "20",
doi = "10.1108/13683040910943036",
language = "English",
volume = "13",
pages = "34--46",
journal = "Measuring Business Excellence",
issn = "1368-3047",
publisher = "Emerald Group Publishing Ltd.",
number = "1",

}

TY - JOUR

T1 - Quality in NHS hospitals

T2 - No one knows better than patients

AU - Karassavidou, Eleonora

AU - Glaveli, Niki

AU - Papadopoulos, Chrissoleon T.

PY - 2009/3/20

Y1 - 2009/3/20

N2 - Purpose: National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and compete effectively. The purpose of this paper is threefold. First, to investigate how patients perceive service quality in Greek NHS hospitals. Second, to assess patients' perceptions, expectations and the relevant gaps concerning the quality provided by public hospitals. Third, to determine the relative importance of quality dimensions in influencing patients' overall quality perceptions. Design/methodology/approach: Empirical research using the SERVQUAL instrument was conducted in six NHS hospitals located in North Greece. A total of 137 usable questionnaires were collected. Findings: The research results revealed a three-dimension SERVQUAL construct, which proved to be a valid, reliable and flexible tool for measuring quality in Greek hospitals. The human factor was revealed as being the most critical dimension of quality, reflecting the significance of the traditional view of the doctor-patient relationship. Quality gaps are illuminated, suggesting that there is room for improvement initiatives. Practical implications: The paper provides guidelines to hospital managers and policymakers as to developing strategies that aim at meeting patients' expectations of service quality and restoring trust in public hospitals. Originality/value: The paper sheds light on service quality, a critical aspect of hospital performance, drawing attention to patients' orientations. The study gives support to the view that quality in hospitals can be determined, measured and systematically monitored with the goal of responding to patients' needs.

AB - Purpose: National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and compete effectively. The purpose of this paper is threefold. First, to investigate how patients perceive service quality in Greek NHS hospitals. Second, to assess patients' perceptions, expectations and the relevant gaps concerning the quality provided by public hospitals. Third, to determine the relative importance of quality dimensions in influencing patients' overall quality perceptions. Design/methodology/approach: Empirical research using the SERVQUAL instrument was conducted in six NHS hospitals located in North Greece. A total of 137 usable questionnaires were collected. Findings: The research results revealed a three-dimension SERVQUAL construct, which proved to be a valid, reliable and flexible tool for measuring quality in Greek hospitals. The human factor was revealed as being the most critical dimension of quality, reflecting the significance of the traditional view of the doctor-patient relationship. Quality gaps are illuminated, suggesting that there is room for improvement initiatives. Practical implications: The paper provides guidelines to hospital managers and policymakers as to developing strategies that aim at meeting patients' expectations of service quality and restoring trust in public hospitals. Originality/value: The paper sheds light on service quality, a critical aspect of hospital performance, drawing attention to patients' orientations. The study gives support to the view that quality in hospitals can be determined, measured and systematically monitored with the goal of responding to patients' needs.

KW - Greece

KW - Health services

KW - Research

KW - SERVQUAL

UR - http://www.scopus.com/inward/record.url?scp=70349410834&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=70349410834&partnerID=8YFLogxK

U2 - 10.1108/13683040910943036

DO - 10.1108/13683040910943036

M3 - Article

VL - 13

SP - 34

EP - 46

JO - Measuring Business Excellence

JF - Measuring Business Excellence

SN - 1368-3047

IS - 1

ER -