Critical analysis on inclusion of healthcare quality dimensions

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This study focuses on the healthcare quality based on Institute of Medicine’s six aims to assess their relevance with healthcare quality. This research study was designed as descriptive research study.

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International Journal of Management (IJM) Volume 8, Issue 6, Nov–Dec 2017, pp. 33–43, Article ID: IJM_08_06_004 Available online at http://www.iaeme.com/ijm/issues.asp?JType=IJM&VType=8&IType=6 Journal Impact Factor (2016): 8.1920 (Calculated by GISI) www.jifactor.com ISSN Print: 0976-6502 and ISSN Online: 0976-6510 © IAEME Publication CRITICAL ANALYSIS ON INCLUSION OF HEALTHCARE QUALITY DIMENSIONS Varsha Agarwal Assistant Professor, Jain University, Centre for Management Studies, Bangalore PhD Research Scholar, Christ University, Bangalore Dr. Ganesh. L Associate Professor & HOD (General Management), Institute of Management, Christ University, Bangalore ABSTRACT (Starr, 1982) defined Social Transformation of American Medicine and found that medicine has disappeared from a supreme profession to a massive industry. For decades, quality was taken for granted and Institute of Medicine (IOM), 2000 report showed, up to 98,000 deaths happened per year due to inevitable medical errors. The Institute of Medicine’s “Crossing the Quality Chasm” report recommended six aims for upgrading healthcare quality.” Those aims were safety, equity, patient- centeredness, timeliness, effectiveness, and efﬁciency. According to India’s 12th Five Year Plan at present, India’s health care system consists of private sector providers. Inspite of private providers the Indian healthcare system suffers from many weaknesses such as quality of health care. This study focuses on the healthcare quality based on Institute of Medicine’s six aims to assess their relevance with healthcare quality. This research study was designed as descriptive research study. The closed ended questionnaire was given to outpatients, inpatients or to the accompanying persons of 4 hospitals chosen for the study. Location of study was Karnataka. In this study multistage sampling was used for data collection. Sample size taken was 290. 5 point Likert’s scale was used to collect responses for statement questions. While taking the IOM reports under consideration, this study has focused on health care quality aims and analyzed relationship among them in context of private hospitals in India. Findings of the study revealed that among all healthcare quality dimensions patient centeredness followed by safety showed highest correlation with healthcare quality. Hence these were the most important healthcare dimensions where healthcare providers can focus for healthcare quality improvement. Key words: Healthcare, Healthcare Quality, Patients, Private Hospitals. Cite this Article: Varsha Agarwal and Dr. Ganesh. L Critical Analysis on Inclusion of Healthcare Quality Dimensions. International Journal of Management, 8 (6), 2017, pp. 33–43. http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=8&IType=6 http://www.iaeme.com/IJM/index.asp 33 editor@iaeme.com
Varsha Agarwal and Dr. Ganesh. L 1. INTRODUCTION Health care is the diagnosis, treatment, and prevention of illness, injury, disease and other types of physical and mental loss in human beings. Healthcare refers to services provided in primary, secondary, tertiary and public healthcare. In present world, all governments, healthcare service providers, insurers and patients are involved in a continuous tug of war in balancing priorities: meeting increased demand of healthcare services, cost reduction of services and improvement in healthcare quality. (Starr, 1982) defined Social Transformation of American Medicine and found that medicine has disappeared from a supreme profession to a massive industry. From decades there is no clear definition available for quality and it was taken for granted. It was first revealed by (Institiue of Medicine, 2000), in their report titled “To Err is Human” and it opened the entire reality of the best healthcare provided by the world. This report highlighted that 98,000 deaths happened every year was the result of inevitable or preventable errors. Suddenly quality as well as safety of care provided became a question for everyone. The main promise of medicine was at risk. To solve this issue of healthcare quality IOM improved the definition of healthcare quality in context with 21st century‟s healthcare system and suggested six dimensions of healthcare quality. These dimensions were safety, timeliness, patient centeredness efficiency, effectiveness, and equitability. According to (Planning Commission Government of India, 2013) at present, India‟s health care system consists of private sector providers of health services. Quality of health care services varies considerably in private sector. Many practitioners in the private sector are actually not qualified doctors. Private healthcare sector covers entire range from doctors to clinics, general hospitals, multi-speciality hospitals and super specialty hospitals. But the system suffers from weakness such as quality of care provided. (Tandon, Murray, Lauer, & Evans, n.d.) found that France is on number one position in World Health Organization Ranking of the World‟s Health Systems among total 191 countries of the world and India ranks 112 in world for its health systems. Other countries like USA, UK, Japan and Bangladesh are ahead of India in this ranking. Healthcare quality is an important issue. (Institiue of Medicine, 2000) report revealed 44,000 to 98,000 deaths happened because of preventable errors and approximately 1,000,0000 additional injuries each year in U.S. hospitals. Another report (Institute of Medicine, 2001) found that medication errors were the most common error and harmed 1.5 million patients each year. A report by (Agency for Healthcare Research and Quality , 2002) found that every year 7,000 patients die because of medication errors and it was 16% more than the predicted number. Medical errors harm one in ten patients across the world. (Numbeo, 2015) Presented Health Care Index for 105 Countries where Health Care Index represents an estimation of the overall quality of the health care system, health care professionals, equipment, staff, doctors, cost, etc. For survey purpose a scale of 0-100 was used and according to their findings Japan secured highest score in this health care index with 87.07, whereas other countries‟ scores are as follows: Sri Lanka 74.29, United Kingdom 73.88, United States 67.75 and India 66.86. (Sinha, Times of India, 2013) found that India records 5.2 million injuries every year because of preventable errors and other adverse events. Across the world almost 43 billion http://www.iaeme.com/IJM/index.asp 34 editor@iaeme.com
Critical Analysis on Inclusion of Healthcare Quality Dimensions people were injured sue to insecure medical care. For each 100 hospitalizations 14.2 adverse events occurred in developed countries and 12.7 in developing and under developed countries. Above statistics clearly represents the scenario of healthcare quality at global and Indian level and arises the need to focus on healthcare quality improvement. In review of literature section all healthcare quality dimensions and their relevance with healthcare quality has been presented. 2. REVIEW OF LITERATURE (Institute of Medicine, 1990) provided the most widely accepted definition for healthcare quality as the degree to which health services for persons or populations increase the occurrence of chosen health results and are reliable with the existing professional knowledge. According to “Crossing the Quality Chasm” report published by (Institute of Medicine, 2001) six health care quality dimensions were given. These are dimensions were safety, patient centeredness, efficiency, timeliness effectiveness and equitability. These dimensions are helping in providing directions to policy makers, clinicians and healthcare providers to adopt change and improving healthcare quality. (Mitchell, 2008) found Patient safety and its importance in health care service quality. This study revealed the role of nurses in improving healthcare quality in through providing patient safety is very important. Findings of the study revealed that Patient safety was the foundation of healthcare quality. (Aspden & Institute of Medicine (U.S.), 2004) considered patient safety “indistinguishable from the delivery of quality health care. According to IOM report “Crossing the quality chasm” safety is the basis upon which quality healthcare could be built. (Sower, Duffy, Kilbourne, Kohers, & Jones, 2001) Conducted a study on the dimensions of the service quality for hospitals revealed that effectiveness was come out as the important factor to improve the healthcare quality in hospitals. A report published by (Aston Centre for Health Service Organization Resea, 2003) highlighted role of effectiveness in health care quality and revealed that effectiveness in working processes contributed to the healthcare quality improvement. A discussion paper published by (Healthcare, 2010) investigated patient centered care and improvement in safety and quality by focusing on care for patients and consumers and found that Patient-centered care necessitated a change in the way policy makers and regulators think about the quality of health care. (Kenagy, Berwick, & Shore, 1999) Conducted a study on service quality in healthcare and revealed that top health care services are increasing speed as well as efficiency of the processes. By this way healthcare professionals would be able to interact more with the patients and do not have to waste time in other complex processes. (HOPE Sub-Committee on Coordination, 2001) studied about waiting time in healthcare and focused on role of timeliness in healthcare delivery and association with quality could make it more effective. (Gounaris, 2001) Conducted a study healthcare quality in Greece and studied efficiency and effectiveness in context of NHS Secondary Health Care Units. Study suggested a model for hospital operation based on efficiency measurement and responsiveness. (Sower, Duffy, Kilbourne, Kohers, & Jones, 2001) studied healthcare quality dimensions and included KQCAH scale for measurement. Findings of the study revealed that efficiency was the important factor among others for determination of healthcare quality in hospitals. http://www.iaeme.com/IJM/index.asp 35 editor@iaeme.com
Varsha Agarwal and Dr. Ganesh. L (Mahadevan & McGininnis, 2013) Conducted a study on improving health care quality and equity by building partnerships between providers and community organizations. Apart from daily basis hurdles patients also face transportation problems, low awareness about health, food scarcity and partnerships with local organisations can help in meeting their needs. (Akatwijuka & Propper, 2012) Conducted a study on importance of equity in service quality in health care. Findings of the study shows that introducing consumer heterogeneity where agents are motivated makes the case for competition more nuanced, even where there is no patient selection by providers. 3. NEED FOR THE STUDY There are numerous significant motives why there is a need for inclusive study on healthcare quality dimensions and healthcare quality. The key reason for this study is nonexistence of any study on Institute of Medicine healthcare quality dimensions in relation with healthcare quality for private hospitals in Indian context. There is a strong need to study for private hospitals in Indian context with inclusion of healthcare quality dimensions. This study has followed patient centric approach to understand the relationship among healthcare quality dimensions. Hence, this study will have greater practical significance. The present study therefore, aims to fill the gap in the in healthcare literature by reporting understandings gained in an extensive study. 4. STATEMENT OF THE PROBLEM Statistics presented above reflected India‟s extremely low rankings in healthcare quality index and in various other healthcare parameters at global level and increased number of deaths due to various medical errors has become an important problem. Hence providing quality in healthcare has become priority. Low quality leads to dissatisfaction among patients. In this study healthcare quality on the basis of IOM healthcare quality dimensions has been studied. This study included patients‟ responses regarding healthcare quality dimensions at private hospitals in Karnataka, India. 5. OBJECTIVES OF THE STUDY The main objective of this study is to critically analyze inclusion of healthcare quality dimensions. Following are objectives of the study.  To analyze the important factors responsible for selection of hospital  To find the relationship among health care quality dimensions (safety, patient centeredness, timeliness, effectiveness, efficiency and equitability) and healthcare quality.  To provide the suggestions for healthcare providers, policy makers, customers and others to improve the health care quality in Karnataka, India. 6. HYPOTHESES Following is the hypotheses for this study: H1: Health care quality dimensions has a relationship with healthcare quality. 7. RESEARCH METHODOLOGY This research study is a descriptive research. Primary data was collected from respondents using structured questionnaire. A closed ended questionnaire was given to outpatients, inpatients or to the accompanying persons of 4 hospitals chosen for the study on the basis of highest ranking obtained by them in terms of number of beds. These hospitals were Fortis http://www.iaeme.com/IJM/index.asp 36 editor@iaeme.com
Critical Analysis on Inclusion of Healthcare Quality Dimensions Health care, Apollo Hospitals, Manipal Hospitals and Narayana Health. Secondary data was collected using websites, journals, books, reports, news etc. Sampling element was the patient and patient party. Location of study was Karnataka. (V, 2012) found that Karnataka was performing as better state in the country. Karnataka has surge of funds and therefore can direct more resources for private healthcare. Findings revealed that Karnataka was leading state in healthcare system reforms in India. In this study multistage sampling was used for data collection. For this study sample size taken was 290. From each hospital equal number of responses were collected randomly to avoid any unrepresentativeness. Primary data was collected from patients and patient parties. To collect data from patients and patient parties, questionnaire was administered. In total 300 questionnaire were given for data collection. Out of which 290 were finally used for data analysis. The Questionnaire contained mainly three parts. Part one was for capturing demographic details of respondents. Second part of the questionnaire contained important statements related selection of hospital. In the end third part was carrying statements related to healthcare quality dimensions (Safety, Patient Centeredness, Effectiveness, Efficiency, Timeliness and Equitability) and healthcare quality. 5 point Likert‟s scale was used to collect responses for statement questions. 8. STATISTICAL ANALYSIS IN THE STUDY The statistical tools used for data analysis in the study were: Frequency tables, Factor analysis and Correlation Analysis. Frequency tables were used to analyse the demographic details of respondents. Factor analysis was used to extract important factors responsible for selection of hospitals. Further correlation analysis was used to find relationship among healthcare quality dimensions and interrelationships among them. 9. ANALYSIS AND INTERPRETATION 9.1. Demographic Profile of Respondents Table 1 gives information about gender, marital status, age, education, occupation and income of respondents. Out of total 290 respondents majority 62.06% respondents are male followed by 37.93% female. Most of the respondents 55.17% were single. Among all respondents majority 20.68% respondents were 61 years above. 34.48% respondents were graduate in total. Table 1 represents that most of the patients going for private hospitals were above 61 years old, educated and belonged to high income group. Hence private hospitals are the preference for almost all kind of treatments and also related to patients‟ affordability. Private hospitals have the opportunity to target all age groups and different income groups which will help them to increase their market share and service more number of patients. They can adopt specific pricing strategies to attract more number of patients for different types of treatments. Table 1 Demographic Details of Respondents Gender Frequency Percent Male 180 62 Female 110 38 Total 290 100 Marital Status Frequency Percent Single 160 55.2 Married 120 41.4 Divorced 5 1.7 Widow 2 0.7 Separated 3 1.0 Total 290 100 Age in years Frequency Percent Below 20 30 10.4 http://www.iaeme.com/IJM/index.asp 37 editor@iaeme.com
Varsha Agarwal and Dr. Ganesh. L 20-30 50 17.2 31-40 50 17.2 41-50 50 17.2 51-60 50 17.2 61 and above 60 20.8 Total 290 100 Educational Qualifications Frequency Percent Below Under Graduate 60 20.7 Graduate 100 34.5 Post Graduate 80 27.6 Above Post Graduate 50 17.2 Total 290 100 Occupation Frequency Percent IT Professionals 60 20.7 Non-IT Professionals 70 24.2 Government Job 60 20.7 House Wife 20 6.9 Student 30 10.3 Academician 30 10.3 Others 20 6.9 Total 290 100 Monthly Income in Rs. Frequency Percent Below 30,000 20 6.9 31,000 – 50,000 50 17.3 51,000 – 75,000 70 24.1 75,000 – 1,00,000 80 27.6 Above 1,00,000 70 24.1 Total 290 100 9.1.1. Analysis of Important Factors Responsible For Selection of Hospital In SPSS version 20, Principal component analysis (PCA) using Varimax rotation was done on the used 25 item scale. Kaiser Meyer Olkin (KMO) Measure of Sampling adequacy test and Bartlett Test of Sphericity test was done to check the suitability of factor analysis which is shown in Table 2. Value of KMO measure of sampling adequacy test was 0.758 which was above meritorious level. Also Bartlett„s test was significant at .001 level. Table 2 showed both tests‟ results were acceptable and used scale was suitable for factor analysis. Therefore, further stages of PCA were conducted. Table 2 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .758 Bartlett's Test of Sphericity Approx. Chi-Square 1092.359 df 300 Sig. .000 Finally, Principal Component Analysis of important factors for utilization of private hospitals of 25 items revealed a 5-factor structure and is presented in Table 3. Factor 1 was named as Hospital facilities and was composed of 8 items. It described 30.329% of the total variance in patients‟ responses to hospital utilization. Items in this factor contained of all of the inquiries involving to the facilities provided by hospital administration. Factor Hospital facilities contained variables like hospital equipment, infrastructure, canteen, pharmacy, phone, emergency services, rooms, stretchers, wheelchair, food, lab, accommodation, 24/7 treatment, doctors and nurses availability. http://www.iaeme.com/IJM/index.asp 38 editor@iaeme.com
Critical Analysis on Inclusion of Healthcare Quality Dimensions Factor 2 was considered as Doctors and Reputation of Hospital and was composed of 7 items. It explained 20.535% of the total variance in patients‟ responses to hospital utilization. Items in this factor consisted questions connecting to the doctors and reputation of hospital and included doctors‟ qualification, experience, proper guidance and diagnosis, information given, time spent with patient, reputation of hospital and hospital recommendation by doctors. Factor 3 was labeled as Hospital ambience and waiting time and was composed of 4 items. It described 7.294% of the total variance in patients‟ responses to hospital utilization. Items in this factor consisted of hospital ambience and waiting time and contained hospital recommendation, good ambience, neat, tidy and moderate visit time. Factor 4 was labeled consultation. Transportation and appointment and was composed of 3 items. It described 5.541% of the total variance in patients‟ responses. Factor 5 was labeled as accessibility and affordability and was composed of 3 items. It described 4.562% of the total variance in patients‟ responses to hospital utilization. Table 3 List of Factors S.N. Factor Name Variance Variables Factor (%) Loading 1 Hospital facilities 30.329 The hospital has facilities (Equipment, Infrastructure .885 etc.) The hospital gives extra facilities like canteen, .912 pharmacy store and phone is easily available. The hospital has excellent trauma/ emergency .895 services. The hospital provides facilities to patients like .857 rooms, stretchers, wheelchair and food. The hospital gives one stop access facilities (Lab .820 etc.) The hospital gives food and accommodation to the .753 patients‟ relative. Treatment is provided 24/7. .759 Availability of doctors, nurses and paramedical staff .778 is good. 2 Doctors and 20.535 Doctors of the hospital are qualified. .574 Reputation of Doctors are experienced. .779 Hospital The doctors give proper guidance and diagnosis. .777 The doctors of the hospital give accurate and true .581 information every time. Doctors spend sufficient time in attending the .572 patient. Reputation of the hospital .673 The hospital is recommended by other doctors. .649 3 Hospital ambience 7.294 The hospital is recommended by friends and family. .701 and waiting time The hospital has good ambience. .739 The hospital is neat and tidy. .797 Time duration spent in hospital during each visit is .831 moderate. 4 Consultation 5.541 The hospital offers easy payment system. .731 Transportation facility is good to reach the hospital. .651 Easy to get appointment with the doctor. .598 5 Accessibility and 4.562 The hospital is located in nearby area. .748 affordability My financial status supports me to seek this facility. .591 Insurance Facility is available in this hospital. .714 http://www.iaeme.com/IJM/index.asp 39 editor@iaeme.com
Varsha Agarwal and Dr. Ganesh. L 9.1.2. Relationship among Theoretical Constructs The results were studied with correlation analysis and shown in Table 4. The correlation table in Table 4 displayed that all correlation coefficients were positive and significant at 0.01 level. Among all the correlations, the correlation between safety and efficiency was the strongest (.767) and correlation between effectiveness and efficiency was the weakest (.259). Correlation matrix also represents interrelationships among all healthcare quality dimensions. Table 4 Correlation Matrix for the Theoretical Constructs CONSTRUCTS SAF PC TIME EFFT EFFY EQUT HCQ SAF 1 PC .765** 1 TIME .383** .613** 1 EFFT .358* .616** .689** 1 EFFY .767** .674** .334* 0.259 1 EQUI .504** .702** .652** .605** .554** 1 HCQ .713** .732** .404** .385** .517** .420** 1 Table 5 presents relationship among healthcare quality dimensions and related hypotheses for this study. Table 5 Results of Hypotheses Testing S.N. Hypothesis Statement H1 Health care quality dimensions has a relationship with healthcare quality. Hypothesis Hypothesis Statement Correlation Hypothesis Value Status SAFHCQ Safety has a relationship with healthcare quality. .713 Accepted PCHCQ Patient Centeredness has a relationship with .732 Accepted healthcare quality. TIMEHCQ Timeliness has a relationship with healthcare .404 Accepted quality. EFFTHCQ Effectiveness has a relationship with healthcare .385 Accepted quality. EFFYHCQ Efficiency has a relationship with healthcare .517 Accepted quality. EQUTHCQ Equitability has a relationship with healthcare .420 Accepted quality. It is evident that all the hypotheses have been proved using correlation analysis and reveals that all healthcare quality dimensions (Safety, Patient Centeredness, Timeliness, Effectiveness, Efficiency and Equitability) are positively related with healthcare quality. Among all, correlation between patient centeredness and healthcare quality is strongest (0.732) and correlation between effectiveness and healthcare quality is weakest (0.385). 10. CONCLUSIONS (Seshadri & Gauvreau, 2015) observed the growth of private healthcare sector in Karnataka and suggested to assess the quality of care provided here. His research was carried out to assess the healthcare quality dimensions in context with private hospitals and to see how patients rate these dimensions. Findings of the study revealed that safety, equity, patient- centeredness, timeliness, effectiveness, and efﬁciency had positive relationships with healthcare quality. Study also identified the important factors responsible for selection of private hospitals to better understand the requirements of the patients. Five important factors identified for selection of private hospitals are as follows: Hospital facilities, Doctors and Reputation of Hospital, Hospital ambience and waiting time, Consultation and Accessibility http://www.iaeme.com/IJM/index.asp 40 editor@iaeme.com
Critical Analysis on Inclusion of Healthcare Quality Dimensions and affordability. Therefore, the study suggested that the private hospitals managers should suitably consider healthcare quality dimensions which are serious influencer of healthcare quality. Correlation matrix clearly indicated the relationship among all healthcare quality dimensions and healthcare quality. Therefore these healthcare quality dimensions has to be included to focus and improve healthcare quality. To improve reliability in healthcare facilities, correct treatment and promised service has to be delivered. If patient is not informed or involved about his / her health condition and processes, it may have an impact on healing process. Therefore, there should be improved communication between healthcare providers and patients. Private healthcare sector supports significantly to country‟s economy, henceforth it is very significant for them to contain healthcare quality dimensions and concentrating on their improvements. This will benefit private hospitals to contribute more in country‟s GDP. Health is important universal index of human development. To achieve sustainable improvement in health and human development private hospitals should be more quality focused. 11. SUGGESTIONS AND RECOMMENDATIONS Healthcare providers should provide correct information on time as quality information improves patient satisfaction. Hospitals should have adequate number of nurses who can provide individual attention to their patients and convenient operating hours. Private sector uses franchising option for expansion of certain products, achieving economies of scale and providing product quality. Therefore, private sector is suitable for improving healthcare accessibility and healthcare can be served as packaged product. Government should maintain standards for hospitals and centres at different levels. It should implement system of accreditation for healthcare facilities in private sector. The authorisation position of hospitals should contain numerous features of healthcare quality. Quality improvement process should include non-clinical and other support services. Patients load should be reduced at higher level facilities so that doctors and supporting staff can give more attention to the patients. To improve healthcare quality, infrastructure and human resource at lower level healthcare facilities should be fortify. 12. SCOPE FOR FURTHER RESEARCH There is a scope for conducting further research study to understand views of healthcare providers about service quality and patient satisfaction. So that they can work towards improving healthcare quality dimensions and patient satisfaction. It will help them in formulating new strategies. Same study can be conducted at different locations with larger sample size. Further studies can also include information related to insurance availability, usage of telemedicine and other latest techniques in healthcare industry. 13. LIMITATIONS OF THE STUDY The major limitations of this study is the study has only included perception from patient side. In this study only four hospitals have been chosen with limited sample size. Therefore this study may not reflect the overall scenario of healthcare service quality and patient satisfaction. In this study data were gathered from the patients in four private hospitals in Karnataka, India. The results might not be generalizable to all the patients in other private hospitals in India. Further study may include more number of hospitals and also may target hospitals located in different cities in India and regional areas. http://www.iaeme.com/IJM/index.asp 41 editor@iaeme.com
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