Ahmed, Selim and Abd Manaf, Noor Hazilah and Islam, Rafikul
(2017)
Measuring quality performance between public and private hospitals in Malaysia.
International Journal of Quality and Service Sciences, 9 (2).
pp. 218-228.
ISSN 1756-669X
E-ISSN 1756-6703
Abstract
Abstract
Purpose – This study aims to measure quality performance of the Malaysian hospitals based on eight
items, namely, progress of quality management, medical service cost, reduce errors in medical services,
patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient
satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on
quality performance.
Design/methodology/approach – This study distributed 1,007 self-administered survey
questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory
technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were
analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23.
Findings – The findings of this study indicate that there are significant differences between public and
private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical
services. Private hospital staff believed that their hospital’s quality management process and patient
satisfaction has been improved over the past years compared to public hospital. However, private hospital
staff does not perceive their medical service cost has been reduced over the past years compared to public
hospital.
Research limitations/implications – This research focused solely on quality performance of the
Malaysian health sector and, thus, the results might not be applicable to other countries.
Originality/value – Present research findings provide guidelines for enhancing quality performance in
Malaysian public and private healthcare sectors and other countries.
Keywords Malaysia, Quality performance, Private hospital, Public hospital
Paper type Research paper
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