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Quality Management in Healthcare Services with Special References to Selected Hospitals in Pune

Sachin S. Vernekar, Shirin Sheykholeslam
DOI: http://dx.doi.org/10.21013/jmss.v3.n1.p6
Abstract

Service Quality has been the focus of many studies in recent years. Previous studies mostly revealed that excellence in services is mostly based on the outcome measurements, and no linkage between internal processes. Based on the literature review and the limitation of applied model in this research (EFQM and SERVQUAL), this study offered an opportunity to investigate the internal elements of excellence. In addition, this study measured the impact of internal excellence elements on patients side externally.
This empirical research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in selected hospitals in Pune. It measured patients’ perception for service quality and it’s relation to internal recognized CEFs.
The study combines the EFQM excellence model as an internal assessment tool, with the SERVQUAL gap model for external assessment instrument. Analyzing and contrasting the two sets of results allowed the authors to suggest an integrated model which will help to improve driving excellence in healthcare organizations.

Keywords
Healthcare Management, Healthcare Services, Hospital Management
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