Time management as a main factor influencing outpa-tients satisfaction on quality of service in public health facilities

  • Abstract
  • Keywords
  • References
  • PDF
  • Abstract

    This study aims to explore factors influencing outpatient client satisfaction level with quality of service to recommend friends and family to the three intermediate public health hospitals in Namibia. Reviewing the literature, 14 variables were identified. The items were then reduced using exploratory factor analysis which is evaluated using Principal Axis Factoring with Direct Oblimin rotation. Using exploratory factor analysis, variables were categorized into 8 factors. This model, in the order of effect, identified Total Time Spent in the outpatient department before leaving (in minutes) is the most important predictor of ES (expected satisfaction) values of (0.499), Sum of Medication Communication (0.105), Contact Time with Doctors/Nurses (in minutes) (0.099), Sum of Nurse Communication (0.089), Sum of Doctor Communication (0.049), First Time Visit to this Outpatient Department (0.031), Age groups (0.030) and Facility Name (0.011) is the least important predictor for client to recommend their friends and family to the three intermediate public health care in Namibia. This implies that Total Time Spent in the outpatient department before leaving (in minutes) is the most important predictor of ES by outpatient clients on quality of service perceptions and has the largest impact of recommending friends and family to receive services at the three intermediate public hospitals.

  • Keywords

    Time Management; Quality of Service; Outpatient Client; Namibia, Level of Satisfaction.

  • References

      [1] Alexander, L. D. (1991). Strategy implementation: nature of the problem”. (D. Hussey, Ed.) International Review of Strategic Management, 2(1), 73-96.

      [2] Alotaibi, Y., & Liu, F. (2016). Business process modelling framework derive and implement IT goals: a case study. Int. J. Industrial and Systems Engineering, 22(2), 161–190. https://doi.org/10.1504/IJISE.2016.073961.

      [3] Card, D., Dobkin, C., & Maestas, N. (2009). Does Medicare Save Lives? Quarterly Journal of Economics, 597-636. https://doi.org/10.1162/qjec.2009.124.2.597.

      [4] Chawla, M., & Govindaraj, R. (1996). Improving Hospital Performance through Policies to Increase Hospital Autonomy: Implementation Guidelines. Health Care Financing and Private Sector Development portfolio, AFR/SD/Health and Human Resources for Africa (HHRAA) Project. Washington: USAID/.

      [5] Clark, C. E. (1962). A Pert Model for the distribution of an activity. Operations Research, 405-406. https://doi.org/10.1287/opre.10.3.405.

      [6] Clements, B., Coady, D., & Gupta, S. (2012). The economics of public health care reform in advanced and emerging economies. In B. Clements, D. Coady, & S. Gupta, The economics of public health care reform in advanced and emerging economies (pp. 3-23). Washington D.C: IMF.

      [7] David, F. R. (2011). Strategic management: concepts and cases (13th ed.). New Jersey: Prentice Hall.

      [8] De Vos, A. S., Strydom, H., Fouche, C. B., & Delport, C. S. (2011). Research at grass roots: For the social sciences and human service professions. (4th ed.). Pretoria: Van Schaik Publishers.

      [9] Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2013). Multivariate Data Analysis (7th ed.). USA: Pearson Prentice Hall.

      [10] Hernon, P. (2002). Quality: New directions in the research. The Journal of Academic Librarianship, 28, 224-231. https://doi.org/10.1016/S0099-1333(02)00286-0.

      [11] Jakab, M. (2007). An Empirical Evaluation of the Kyrgyz Health Reform: Does It Work for the Poor? Harvard School of Public Health, Department of Health Policy and Management. Cambridge, MA: Harvard University.

      [12] Joumard, I., Andre, C., & Nicq, C. (2010). Health Care Systems: Efficiency and Institutions. Economics Department Working Paper No. 769. Paris: Organization for Economic Cooperation and Development. https://doi.org/10.1787/5kmfp51f5f9t-en.

      [13] Kathora, H., & Strauss, E. (2012). A follow-up report of the Auditor-General on performance audit study on MoHSS– referral system for the financial years 2008, 2009 and 2010. Windhoek: Office of the Auditor-General.

      [14] Kline, P. (1994). An Easy Guide For Factor Analysis. New York, USA: Routledge.

      [15] Kobus, M. (2013). First Steps in Research (13th ed.). Pretoria: Van Schaik Publisher.

      [16] Latif, B., Gohar, F. R., Hussain, A., & Kashif, M. M. (2013). Barriers to Effective Strategic Planning. International Journal of Management & Organizational Studies, 1(2), 16-21.

      [17] Lau, A. T. (1999). Making sense of contemporary strategic implementation: towards a conceptual model. Public Administration & Management: An Interactive Journal, 4(4), 494-507.

      [18] Leedy, P. D., & Ormrod, J. E. (2010). Practice Research: Planning and Design. New York: Pearson.

      [19] Lega, F., Longo, F., & Andrea, R. (2013). Decoupling the use and meaning of strategic plans in public healthcare. BMC Health Services Research, 13(5). Retrieved October 28, 2015, from http://www.biomedcentral.com/1472-6963/13/5 https://doi.org/10.1186/1472-6963-13-5.

      [20] Low, A., de Coeyere, D., Shivute, N., & Brandt, L. (2001). Patient referral patterns in Namibia: identification of potential to improve the efficiency of the health care system. International Journal of Health Planning and Management, 16. https://doi.org/10.1002/hpm.628.

      [21] Mahadevan, B. (2007). Operations Management: Theory & Practice. London: Pearson Education.

      [22] Marcinko, D. E., & Hetico, H. R. (2014). Financial Management Strategies for Hospitals and Healthcare Organizations: Tools, Techniques, Checklists and Case Studies. Boca Raton, FL: CRC Press.

      [23] Meyer, V., Pascucci, L., & Murphy, J. P. (2012, May). Implementing Strategies in Complex Systems: Lessons from Brazilian Hospitals. BAR, (Special Issue, art. 2), 19-37.

      [24] MoHSS. (2000). Demographic and Health Survey. Windhoek: Ministry of Health and Social Services.

      [25] MoHSS. (2007). Demographic and Health Survey. Windhoek: Ministry of Health and Social Services.

      [26] MoHSS. (2008). Health and Social Services System Review. Windhoek: Ministry of Health and Social Services.

      [27] MoHSS. (2009). 2009 - 2013 Strategic Plan. Windhoek: Ministry of Health and Social Services.

      [28] MoHSS. (2010). National Health Policy Framework 2010-2020 . Windhoek: Ministry of Health and Social Services. Retrieved from http://www.healthnet.org.na

      [29] MoHSS. (2013a). National Referral Policy. Windhoek: Ministry of Health and Social Services.

      [30] MoHSS. (2014a). Report of the National HIV Sentinel Survey. Windhoek, Namibia: Ministry of Health and Social Services.

      [31] MoHSS. (2014b). Namibia Child Survival Strategy 2014-2018. Windhoek: Ministry of Health and Social Services.

      [32] MoHSS. (2015, June). Namibia 2012/13 Health Accounts Report. . Windhoek, Namibia: Ministry of Health and Social Services.

      [33] MoHSS/NSA. (2013). Namibia Demographic and Health Survey. Windhoek: Ministry of Health and Social Services/Namibia Statistics Agency.

      [34] MoHSS-ICF. (2011, February). Health Facility Census (HFC) 2009. Windhoek: Ministry of Health and Social Services (MoHSS) and ICF Macro.

      [35] Murante, A. M. (2010). Patient satisfaction: a strategic tool for health services management. Doctor of Philosophy Thesis. Scuola Superiore Sant’Anna.

      [36] Nowicki, M. (2004). The financial management of hospitals and healthcare organizations. Chicago: Health Administration Press.

      [37] NSA. (2012). Namibia 2011 Population and Housing Census. Windhoek: Namibia Statistics Agency (NSA).

      [38] Office of the President. (2013). Presidential Commission of Inquiry on Health and Social Services. Windhoek: Government Printer.

      [39] Pallant, J. (2010). SPSS survival manual: A step by step guide to data analysis using SPSS. England: Open University Press.

      [40] Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67, 420-450.

      [41] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430.

      [42] Pleguezuelo, R. H., Pérez, J. G., & Rambaud, S. C. (2003, January). A note on the reasonableness of PERT hypotheses. Operations Research Letters, 31(1), pp. 60-62. Retrieved from http://dx.doi.org/10.1016/S0167-6377(02).

      [43] Pomp, M., & Vujic, S. (2008). Rising Health Spending, New Medical Technology, and the Baumol Effect. Discussion Paper No. 115. The Hague: Netherlands Bureau for Economic Policy Analysis.

      [44] Reyes-Alcázar, V., Torres-Olivera, A., Núñez-García, D., & Almuedo-Paz, A. (2012). Critical Success Factors for Quality Assurance in Healthcare Organizations. In M. Savsar, Quality Assurance and Management (pp. 267-289). Rijeka, Croatia: InTech Europe. Retrieved August 20, 2015, from http://www.intechopen.com/books/quality-assurance-and-management/critical-success-factors-for-qualityassurance-in-healthcare-organisations.

      [45] Saunders, C. (2014). Introduction to Research and Research Methods. Bradford: University of Bradford.

      [46] Savedoff, W. (2007). What Should a Country Spend on Health Care? Health Affairs, 26(4), 962–970. https://doi.org/10.1377/hlthaff.26.4.962.

      [47] Sial, A., Usman, M. K., Zufiqar, S., Satti, A. M., & Khursheed, I. (2013). Why Do Public Sector Organisations Fail In Implementation of Strategic Plan in Pakistan? Public Policy and Adminstration Research, 3(1), 222-573.

      [48] Thompson, J. M., Buchbinder, S. B., & Shanks, N. H. (2012). An overview of healthcare management. In S. B. Buchbinder, & N. H. Shanks, Introduction to Health Care Management (pp. 1-16). Jones and Bartlett Inc.

      [49] Vaidya, K., Sajeev, A. S., & Callender, G. (2006). Critical Factors That Influence E-Procurement Implementation Success in The Public Sector. Journal of Public Procurement, 6(1&3), 70-99.

      [50] Webster, T. R., Mantopoulos, J., Jackson, E., Cole-Lewis, H., Kidane, L., Kebede, S., Bradley, E. H. (2011, April 30). A brief questionnaire for assessing patient healthcare experiences in low-income settings. International Journal of Quality Health Care, 23(3), 258-268. https://doi.org/10.1093/intqhc/mzr019.

      [51] Wegner, T. (2010). Applied Business Statistics: Methods and Excel-based Applications. Cape Town, South Africa: Juta & Co. Ltd.

      [52] Welman, C., Kruger, F., & Mitchell, B. (2010). Research Methodology. South Africa: Oxford.

      [53] WHO. (2010). The World Health Report 2010 - Health Systems:Improving Performance. Geneva: World Health Organization (WHO).

      [54] World Bank. (2010, May 22). Namibia Health Sector Note (P110113). Health, Nutrition and Population, Southern Africa Country Department I. Washington D.C: World Bank.

      [55] Yang, L., Guohui, S., & Eppler, M. J. (2008). Making Strategy Work: A Literature Review on the Factors influencing Strategy Implementation. ICA Working Paper 2. Institute of Corporate Communication.

      [56] Zikmund, W. G., & Babin, B. J. (2010). Essentials Of Marketing Research (4th ed.). Mason,OH: South-Western, Cengege Learning.




Article ID: 7129
DOI: 10.14419/ijm.v5i1.7129

Copyright © 2012-2015 Science Publishing Corporation Inc. All rights reserved.