Managing healthcare quality in ghana: A necessity of patient satisfaction.
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Date
2011
Journal Title
Journal ISSN
Volume Title
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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 determine 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
Managing healthcare quality in ghana: A necessity of patient satisfaction. International Journal of Health Care Quality Assurance, 24(7), 548-563.