Dhyana Sharon Ross ¹, R. Venkatesh ²

Affiliations
1 VIT Business School Chennai, Chennai − 600127, Tamil Nadu, IN
2 VIT University, Chennai − 600127, Tamil Nadu, IN

Abstract

Objective: Patient satisfaction is a widely used quality metric that has increasing importance in running hospitals successfully, especially for public hospitals, where patients are treated free of cost or at very low cost. While enhancing the nature of quality care is a universal test, sustaining the care quality is a paramount challenge. In this study data on patient an experience was collected as it can be used to target improvement of the care provided and for future research. Methods and Statistical Analysis: This study was conducted in 7 public hospitals in Chennai, India. Descriptive research design was used and results of ANOVA shows that patients are satisfied to an extent with their experience in those public hospitals in Chennai. Findings: The statistical analysis revealed that there is a significant relationship between patient satisfaction on their experiences in hospital and patient loyalty to the hospital as only satisfied patients are ready to recommend the hospitals for others. It also shows that only satisfied patients return to the hospitals for continuity of care and remain loyal to the hospital. Application: Positive patient experience helps the hospital to gain patient loyalty. While poor or bad experience dissatisfies the patient and stops them from using the services and recommending the hospital to others.

Keywords

Healthcare Quality, Patient Experience, Patient Satisfaction, Recommendation.

Full Text

   

Dhyana Sharon Ross ¹, R. Venkatesh ¹

Affiliations
1 VIT Business School Chennai, VIT University, Chennai - 600127, Tamil Nadu, IN

Abstract

Background/Objective: This paper represents the role of information systems in quality improvement in hospitals. Hospital Information Systems (HIS) have great potential in reducing healthcare cost and in improving health outcomes. The purpose of this study is to offer analytical research that explores the role of hospital information systems in delivery of healthcare in its diverse organizational and regulatory settings. This paper aims to examine the role of hospital information systems in improving health care quality in hospital. Primary data was collected through distributing questionnaire to patient. A total of 214 samples were collected from major corporate hospitals in the capital city of Tamil Nadu, i.e., Chennai and used for this research paper. Methods and Analysis: Friedman test was implied to find the effect of implementing hospital information systems in hospitals to improve healthcare quality. Findings: Implementing hospital information systems in hospitals has a greater effect on improving healthcare quality among hospitals and this increases patient satisfaction.

Keywords

Hospital Information Systems, HIS, Health Care Quality, HIS Implementation, Quality.

Full Text