Purpose: The present study will outline the systematic approach toward implementing Quality 5.0 in the healthcare industry by focusing on patient-centered innovations. It is concerned with assisting healthcare organizations with digital transformation with a powerful decision-making model that balances the technological, human-centered and ethical objectives.
Design/methodology/approach: A hybrid multi-criteria decision-making model of Fuzzy Analytic Hierarchy Process (AHP) and Fuzzy Technique for Order Preference by Similarity to Ideal Solution has been applied. The evaluation was performed on five dimensions, including Human-Centered Artificial Intelligence and Automation (HAA), Patient-Centric Digital Healthcare, Sustainable Healthcare Practices, Workforce Adaptation and Ethical and Regulatory Compliance.
Findings: HAA revealed to be the most effective enabler of Quality 5.0 since it guarantees the enhancement of clinical decision-making by means of AI-controlled diagnostics and robot-assisted surgery coupled with the essential level of human surveillance. Green hospital initiatives and other approaches in the sustainable healthcare area were identified as paths that reduce the number of environmental costs as well as operational costs. The readiness of the workforce and integrity became vital supplementary elements.
Practical implications: The suggested model will offer healthcare institutions an advanced framework to prioritize innovations through ethical demand, technology readiness, and patient-centered care. It enables organized decision-making within the complicated innovation settings.
Originality/value: This study is among the first to apply a hybrid Fuzzy AHP-TOPSIS approach to operationalize Quality 5.0 in healthcare. It offers a novel, patient-centered prioritization framework grounded in both technological and ethical dimensions of healthcare innovation.
Purpose: In health services, the perceived service quality plays a preponderant role in its continuous improvement. This study sought to integrate the perceived service quality as the customer's voice in the quality function deployment (QFD) for the improvement of healthcare services in the city of Tunja, Colombia.
Design/methodology/approach: A study was carried out with the adaptation of the SERVQUAL and SERVPERF scales applied to a sample of 378 users of a State Social Company (SSE). An exploratory factor analysis (EFA) was developed to find the factors that influence the quality of the health service under study and integrate them into a QFD matrix, whose output is the criteria for service improvement.
Findings: The QFD analysis allowed the formulation of twelve improvement actions for the quality of the service provided by the SSE. Consequently, the improvement in health services can be achieved through the voice of the customer and the identification of priority technical conditions to intervene in the service.
Originality/value: In the case of the context under study and for outpatient ambulatory care services, it is the first study on the dimensions of perceived quality that influence the outpatient service and from these results to use QFD to generate improvement alternatives to the service.
Purpose: This study investigates the relationship between five service quality dimensions: communication, courtesy, emotional support, hospital amenities and understanding of needs and the satisfaction of patient companions in Malaysian public hospitals during the COVID-19 pandemic.
Design/methodology/approach: This study employed a quantitative research approach, utilizing a structured questionnaire to survey 260 respondents in Malaysian public hospitals. The questionnaire was designed to assess respondents' perceptions of service quality dimensions, measure their satisfaction with public hospital services and gather demographic and background information. The data underwent validation factor analysis to ensure the reliability and validity of the measurement model. Additionally, structural equation modeling (SEM) was conducted to evaluate the strength and significance of the relationships between the variables.
Findings: The study findings revealed that emotional support, courteous behavior, hospital amenities and responsiveness to companions' needs in Malaysian public hospitals were positively associated with companion satisfaction. Additionally, communication was found to have a significant and negative impact on companion satisfaction.
Originality/value: By integrating emotional, behavioral and infrastructural elements into the SERVQUAL model, this study addresses the often-overlooked perspective of patient companions. It offers actionable insights for improving public hospital service quality in pandemic and post-pandemic contexts.
Purpose: This study investigates the pivotal role of service quality in shaping patient experiences and influencing healthcare outcomes. It examines multiple dimensions of hospital service quality and how they collectively contribute to enhancing the overall patient experience. Utilizing a quantitative survey-based approach, the research offers a comprehensive analysis of the key factors that drive patient perceptions within the healthcare perspective.
Design/methodology/approach: A purposive non-probability sampling technique was employed to select respondents from the outpatient department of a private multi-specialty hospital in the Delhi-NCR region of India. Data were collected using a structured questionnaire, and structural equation modeling (SEM) was applied to test the proposed conceptual model and research hypotheses.
Findings: Results indicate a strong positive correlation between multifaceted dimensions of hospital service quality and patient experiences. Patients who report positive experiences are more likely to intend to revisit the same healthcare facility for future medical needs.
Research limitations/implications: Overall, this study underscores the importance of prioritizing and optimizing various dimensions of hospital service quality to cultivate positive patient experiences and nurture enduring patient-provider relationships in the healthcare sector. Policymakers may find this study helpful in developing, constructing and modifying quality management systems for healthcare organizations.
Originality/value: Very few studies have been performed on healthcare service quality dimensions and measured their impact on healthcare outcomes. This study examined the effects of three new quality indicators on patient experience and healthcare outcomes: environmental quality, process quality and interaction quality.
Purpose: The paper investigates the determinants of citizens' trust in institutions, including banks and companies, during the COVID-19 pandemic in Canada.
Design/methodology/approach: We used a survey, conducted in 2020, with 36,851 respondents to identify what made some trust and others distrust institutions during the COVID-19 pandemic. Our methodology incorporated ordinary least squares and logit estimations.
Findings: Lack of healthcare access had a significant negative impact on people's trust in institutions. Consistent with life experience theory, we found that individuals facing healthcare barriers may distrust firms and banks. Sociodemographic variables, including gender, education and marital status, were likely to shape the effect of healthcare access problems on trust in institutions. Moreover, mental health issues stemming from healthcare access problems adversely affected trust in banks and firms, suggesting that people who had mental health problems during COVID-19 were more likely to lose trust in these institutions. The relationship between healthcare access and trust in banks and firms was more pronounced among men and highly educated people. The results were robust to the instrumental variable approach.
Practical implications: We showed that a link between trust in institutions and problems with healthcare access can inspire partnerships between Canadian institutional entities, typically banks and firms, and healthcare organizations. This would help strengthen long-term trust in these institutions.
Originality/value: The potential long-term economic consequences of COVID-19 created a crisis in the public's trust in institutions, typically firms and banks. This paper examined the relationship between healthcare access and trust in institutions, addressing the limited evidence on this topic.
Purpose: To evaluate a medical service provider organization, operating under variable conditions, using operating curves based on Six Sigma metrics.
Design/methodology/approach: Basic research that developed a rational quantitative approach supported by mathematics and statistical quality control, where the performance of the system's quality was evaluated, supported by a sensitivity analysis with the creation of dynamic tables and operation curves of the six sigma metrics.
Findings: A method for evaluating the quality of a medical service and its processes is proposed, which allows determining the performance of quality Z under variable conditions using the proposed operation curves.
Originality/value: As a contribution and originality of this research, a comprehensive control system is proposed. A statistical study was evaluated using six sigma metric operating curves for a medical service.
Purpose: The study aimed to assess factors associated with blood donation/intention among healthcare workers at the Cape Coast Teaching Hospital, Central Region, Ghana.
Design/methodology/approach: A hospital-based cross-sectional study was conducted among 458 healthcare workers, selected via stratified and systematic random sampling. They responded to a structured questionnaire that had been validated by earlier researchers. Data was collected using a validated structured questionnaire and analysed using descriptive statistics, chi-square tests, and logistic regression. STATA v17 was used, and a level of significance of p < 0.05 at 95% Confidence Interval (CI) was accepted.
Findings: Only 36.3% of respondents (455/458; response rate: 99.3%) had ever donated blood. Males were significantly more likely to donate than females (AOR = 0.63; 95% CI = [0.41; 0.98]). Past donors exhibited stronger future donation intentions (AOR = 8.68; 95% CI = [3.82; 19.73]). Community factors such as cultural/religious acceptance and peer/family influence were key predictors of donation behaviour (p < 0.05).
Research limitations/implications: As a single-institution quantitative study, findings may not be generalisable. Future research should incorporate qualitative methods to explore contextual barriers.
Practical implications: The low donation rate (36.3%) underscores the need for gender-sensitive and community-driven campaigns to address cultural and social deterrents among healthcare workers.
Social implications: Community factors most likely influence the practice of blood donation. Hence, more attention should be paid to these factors when designing interventions to bring about blood donation behavioural change.
Originality/value: This study highlights the understudied role of sex, intention, and socio-cultural norms in blood donation behaviour within Ghana's healthcare workforce, offering evidence for localised intervention strategies.
Purpose: The purpose of this study is to investigate the combined effects of healthcare professionals' hetero-stereotypes, auto-stereotypes and the content of stereotypes, as well as their interactions, on the perception of stereotypes about a profession, above and beyond sociodemographic characteristics.
Design/methodology/approach: A cross-sectional design was employed with a sample of physicians, nurses, dieticians and social workers working in 59 geriatric facilities. Data were collected using a validated questionnaire.
Findings: Competence had the most significant role in contributing to professional stereotypes, followed by warmth, while being a team player had the least impact (estimate = 0.01, p = 0.01; estimate = 0.29, p < 0.001; estimate = 0.19, p < 0.001). Hetero-stereotypes notably influenced perceived stereotypes (F[3, 2166] = 35.67, p < 0.0001). Auto-stereotypes also impacted perceived stereotypes, but this effect became non-significant when controlling for ethnicity and tenure. Hetero- and auto-stereotypes interacted significantly to affect perceived stereotypes (estimate = 0.38, p < 0.001).
Practical implications: Healthcare educators must already nurture dual identities in the early stages of students' professional identity formation by providing both nonprofessional and interprofessional education throughout their programs.
Originality/value: Existing models, typically encompass only competence/agency and warmth/communicative ability dimensions, neglecting a crucial aspect - being a team player. This additional dimension gauges a professional's ability to coordinate and lead teamwork within a specific profession. There is evidence of professional stereotypes among employed professional in health care. There is a combined impact of hetero-stereotypes (perceptions of other professions) and auto-stereotypes (internalized perceptions of one's own profession) on interprofessional interactions.
Purpose: Drawing on the norm of reciprocity and social exchange theory, this study examines a sequential mediation model in which distributive justice in performance appraisal enhances job embeddedness through two key intervening mechanisms: trust in management and value congruence.
Design/methodology/approach: Data were collected via an online survey from 301 healthcare professionals in Thailand. The proposed hypotheses were tested using confirmatory factor analysis, the PROCESS macro and bootstrapping techniques.
Findings: The results indicate that trust in management and value congruence sequentially mediate the positive relationship between distributive justice in performance appraisal and employee retention, as manifested in greater job embeddedness.
Practical implications: The findings suggest that managers at all levels should be trained to conduct performance appraisals that uphold fairness, respect and dignity. Organizations should standardize appraisal systems by employing objective and measurable indicators to ensure fair assessments, foster a culture of trust and promote shared values.
Originality/value: Prior research highlights the importance of justice in performance appraisals, but the mechanisms linking these perceptions to employee outcomes remain underexplored. This study addresses this gap by examining its impact on job embeddedness through the serial mediating roles of trust in management and value congruence. The findings advance organizational justice theory and shed light on key drivers of employee retention.
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