Managing healthcare quality in Ghana: a necessity of patient satisfaction
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Date
2011-07
Journal Title
Journal ISSN
Volume Title
Publisher
Emerald
Abstract
Purpose – The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients’ satisfaction with quality of healthcare in two hospitals located in northern Ghana.
Design/methodology/approach – An exploratory study of which 324 respondents were selected using stratified and convenient sampling techniques. Results are presented using a multiple regression model.
Findings – The results revealed that of the five-factor model, support/care, environment of the facility and waiting time determines patients’ satisfaction with quality of healthcare delivery. The explanatory power of the dependent variable was explained by 51 percent.
Originality/value – The findings suggest that internal and external health sector stakeholders may possibly use this study as a precursor to improve service quality in the two hospitals in particular and others in general.
Description
Keywords
Hospitals, Patients, Customer satisfaction, Quality, Health care, Waiting lists, Queues, Ghana
Citation
Atinga RA, Abekah-Nkrumah G, Domfeh KA (2011), Managing healthcare quality in Ghana: a necessity of patient satisfaction, International Journal of Health Care Quality Assurance, 24(7): 548 -563.