TY - JOUR
T1 - Managing healthcare quality in Ghana
T2 - A necessity of patient satisfaction
AU - Atinga, Roger Ayimbillah
AU - Abekah-Nkrumah, Gordon
AU - Domfeh, Kwame Ameyaw
PY - 2011/9
Y1 - 2011/9
N2 - 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.
AB - 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.
KW - Customer satisfaction
KW - Ghana
KW - Health care
KW - Hospitals
KW - Patients
KW - Quality
KW - Queues
KW - Waiting lists
UR - http://www.scopus.com/inward/record.url?scp=80053091095&partnerID=8YFLogxK
U2 - 10.1108/09526861111160580
DO - 10.1108/09526861111160580
M3 - Article
C2 - 22204088
AN - SCOPUS:80053091095
SN - 0952-6862
VL - 24
SP - 548
EP - 563
JO - International Journal of Health Care Quality Assurance
JF - International Journal of Health Care Quality Assurance
IS - 7
ER -
