PMID- 31017057
OWN - NLM
STAT- MEDLINE
DCOM- 20191206
LR  - 20191217
IS  - 0952-6862 (Print)
IS  - 0952-6862 (Linking)
VI  - 32
IP  - 2
DP  - 2019 Mar 11
TI  - Evaluating and prioritizing hospital service quality.
PG  - 332-346
LID - 10.1108/IJHCQA-03-2018-0082 [doi]
AB  - 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.
FAU - Torkzad, Ahmad
AU  - Torkzad A
AD  - Semnan University , Semnan, Iran.
FAU - Beheshtinia, Mohammad Ali
AU  - Beheshtinia MA
AUID- ORCID: 0000-0001-8062-3934
AD  - Semnan University , Semnan, Iran.
LA  - eng
PT  - Journal Article
PL  - England
TA  - Int J Health Care Qual Assur
JT  - International journal of health care quality assurance
JID - 8916799
MH  - Clinical Competence
MH  - Decision Making
MH  - Environment
MH  - Health Facility Environment/standards
MH  - Hospitals, Public/*organization & administration/standards
MH  - Humans
MH  - Iran
MH  - Quality Indicators, Health Care
MH  - Quality of Health Care/*organization & administration/standards
MH  - Reproducibility of Results
MH  - Surveys and Questionnaires/*standards
OTO - NOTNLM
OT  - Copeland
OT  - ELECTRE
OT  - Healthcare
OT  - Multi criteria decision making
OT  - Service quality
OT  - TOPSIS
EDAT- 2019/04/25 06:00
MHDA- 2019/12/18 06:00
CRDT- 2019/04/25 06:00
PHST- 2019/04/25 06:00 [entrez]
PHST- 2019/04/25 06:00 [pubmed]
PHST- 2019/12/18 06:00 [medline]
AID - 10.1108/IJHCQA-03-2018-0082 [doi]
PST - ppublish
SO  - Int J Health Care Qual Assur. 2019 Mar 11;32(2):332-346. doi: 
      10.1108/IJHCQA-03-2018-0082.