A Call for a Holistic Approach to Measuring Quality in Healthcare Services
Quality in healthcare is a construct whose measurement is vital for quality assurance and improvement purposes. However, achieving a holistic view of quality in healthcare settings can be challenged by having multiple stakeholders involved, such as patients, healthcare providers and managers, with...
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| Language: | English |
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ACHSM
2025-02-01
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| Series: | Asia Pacific Journal of Health Management |
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| Online Access: | https://journal.achsm.org.au/index.php/achsm/article/view/2327 |
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| author | Reem Arman |
| author_facet | Reem Arman |
| author_sort | Reem Arman |
| collection | DOAJ |
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Quality in healthcare is a construct whose measurement is vital for quality assurance and improvement purposes. However, achieving a holistic view of quality in healthcare settings can be challenged by having multiple stakeholders involved, such as patients, healthcare providers and managers, with each having different viewpoints and priorities. Whilst service marketing and quality-of-care literature offer a plethora of quality-measuring models that show similarities, each discipline prioritises measuring quality as perceived by one stakeholder (e.g.: patients or service providers), thus offering a partial picture that does not necessarily capture the viewpoints of all stakeholders involved. Moreover, some models evaluate the overall quality of a service, rather than providing a detailed evaluation that captures the quality of different elements of care. Local context and culture are factors to consider as well when measuring quality. Therefore, this paper aims to propose an approach to measuring quality that captures the viewpoints of multiple stakeholders in a service setting. A customised model is constructed, based on comparing the basic elements of models derived from service marketing and quality-of-care literature. The elements are chosen to also reflect the contextual and cultural peculiarities of the service under evaluation, while ensuring that such a detailed approach remains practical upon application.
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| format | Article |
| id | doaj-art-3a24c22d2151441fa38ca1cb503193bc |
| institution | Kabale University |
| issn | 1833-3818 2204-3136 |
| language | English |
| publishDate | 2025-02-01 |
| publisher | ACHSM |
| record_format | Article |
| series | Asia Pacific Journal of Health Management |
| spelling | doaj-art-3a24c22d2151441fa38ca1cb503193bc2025-02-12T00:21:21ZengACHSMAsia Pacific Journal of Health Management1833-38182204-31362025-02-0110.24083/apjhm.v20i1.2327A Call for a Holistic Approach to Measuring Quality in Healthcare ServicesReem Arman0Independent Management Consultant Quality in healthcare is a construct whose measurement is vital for quality assurance and improvement purposes. However, achieving a holistic view of quality in healthcare settings can be challenged by having multiple stakeholders involved, such as patients, healthcare providers and managers, with each having different viewpoints and priorities. Whilst service marketing and quality-of-care literature offer a plethora of quality-measuring models that show similarities, each discipline prioritises measuring quality as perceived by one stakeholder (e.g.: patients or service providers), thus offering a partial picture that does not necessarily capture the viewpoints of all stakeholders involved. Moreover, some models evaluate the overall quality of a service, rather than providing a detailed evaluation that captures the quality of different elements of care. Local context and culture are factors to consider as well when measuring quality. Therefore, this paper aims to propose an approach to measuring quality that captures the viewpoints of multiple stakeholders in a service setting. A customised model is constructed, based on comparing the basic elements of models derived from service marketing and quality-of-care literature. The elements are chosen to also reflect the contextual and cultural peculiarities of the service under evaluation, while ensuring that such a detailed approach remains practical upon application. https://journal.achsm.org.au/index.php/achsm/article/view/2327Service qualityHealth care qualityQuality modelsQuality measurement |
| spellingShingle | Reem Arman A Call for a Holistic Approach to Measuring Quality in Healthcare Services Asia Pacific Journal of Health Management Service quality Health care quality Quality models Quality measurement |
| title | A Call for a Holistic Approach to Measuring Quality in Healthcare Services |
| title_full | A Call for a Holistic Approach to Measuring Quality in Healthcare Services |
| title_fullStr | A Call for a Holistic Approach to Measuring Quality in Healthcare Services |
| title_full_unstemmed | A Call for a Holistic Approach to Measuring Quality in Healthcare Services |
| title_short | A Call for a Holistic Approach to Measuring Quality in Healthcare Services |
| title_sort | call for a holistic approach to measuring quality in healthcare services |
| topic | Service quality Health care quality Quality models Quality measurement |
| url | https://journal.achsm.org.au/index.php/achsm/article/view/2327 |
| work_keys_str_mv | AT reemarman acallforaholisticapproachtomeasuringqualityinhealthcareservices AT reemarman callforaholisticapproachtomeasuringqualityinhealthcareservices |