Evaluating and prioritizing hospital service quality
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 11 March 2019
Issue publication date: 11 March 2019
Abstract
Purpose
Hospital evaluations create competition between healthcare providers. In this study, a multi criteria decision-making (MCDM) method is used to evaluate criteria that affect hospital service quality. The paper aims to discuss these issues.
Design/methodology/approach
Criteria affecting hospital service quality are identified. Four Iranian public hospitals are evaluated using these criteria. Four hybrid methods, including modified digital logic–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–elimination and choice expressing reality and modified digital logic–elimination and choice expressing reality are used to evaluate hospital service quality. Results are aggregated using the Copeland method and final ranks are determined.
Findings
The four main criteria for evaluating hospital service quality are: environment; responsiveness; equipment and facilities; and professional capability. Results suggest that professional capability is the most important criterion. The Copeland method, used to integrate four MCDM hybrid methods, provides the final hospital ranks.
Practical implications
The criteria the authors identified and their weight help hospital managers to achieve comprehensive organizational growth and more efficient resource usage. Moreover, the decision matrix helps managers to identify their strengths and weaknesses.
Originality/value
New and comprehensive criteria are proposed for hospital quality assessments. Moreover, a new hybrid MCDM approach is used to achieve final hospital rankings.
Keywords
Citation
Torkzad, A. and Beheshtinia, M.A. (2019), "Evaluating and prioritizing hospital service quality", International Journal of Health Care Quality Assurance, Vol. 32 No. 2, pp. 332-346. https://doi.org/10.1108/IJHCQA-03-2018-0082
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited