An Interpretive Structural Modeling for Sustainable Healthcare Quality Dimensions in Hospital Services

The purpose of this paper is to develop a comprehensive framework in order to identify, rank and classify key quality dimensions for healthcare establishments (HCEs) and to understand the contextual relationship between them for growth and development of Indian HCEs. The methodology adopted in this research was interpretive structural modelling (ISM) and Matrice d’Impacts Croises Multiplication Appliquee a un Classement (MICMAC) analyses to identify and classify the healthcare quality dimensions (HCQDs), typically identified by an extensive literature review and through experts opinion. The integrated model revealed quality dimensions such as ‘state of knowledge management’; services of HCE for disease burden of society’ and ‘patient expectation and perception of hospital services’ as dependent HCQDs. ‘Priority area management for critical care’ and ‘treatment chain management including referral and evacuation chain management’ were found as the linkage quality dimensions. While ‘core quality dimension’; ‘associated supportive quality dimension’ and ‘clinical governance quality’ were found to be independent HCQDs. This research will aid healthcare practitioners and decision makers in selecting right quality dimensions for the sustainable growth of Indian HCEs.

[1]  Mohd. Nishat Faisal,et al.  Sustainable supply chains: a study of interaction among the enablers , 2010, Bus. Process. Manag. J..

[2]  Faisal Talib,et al.  Total Quality Management Implementation in the Healthcare Industry: A Proposed Framework , 2010 .

[3]  Sudhir K. Jain,et al.  Modeling of information security management parameters in Indian organizations using ISM and MICMAC approach , 2013 .

[4]  J. Øvretveit.  TOTAL QUALITY MANAGEMENT IN EUROPEAN HEALTHCARE , 2000 .

[5]  Faisal Talib,et al.  Analysis of interaction among the barriers to total quality management implementation using interpretive structural modeling approach , 2011 .

[6]  Roma Mitra Debnath,et al.  Improving Service Quality in Technical Education: Use of Interpretive Structural Modeling. , 2012 .

[7]  Faisal Talib,et al.  An Overview of Total Quality Management: Understanding the Fundamentals in Service Organization , 2013 .

[8]  J. Christenson,et al.  Continuous quality improvement reduces length of stay for fast-track patients in an emergency department. , 1996, Academic emergency medicine : official journal of the Society for Academic Emergency Medicine.

[9]  R. Lipton,et al.  The burden of migraine in the United States: current and emerging perspectives on disease management and economic analysis. , 2009, Value in health : the journal of the International Society for Pharmacoeconomics and Outcomes Research.

[10]  Tom Page,et al.  Partially centralised decisions and information synchronisation in supply chain , 2009 .

[11]  Ali Diabat,et al.  Analysis of interaction between the barriers for the implementation of sustainable supply chain management , 2013 .

[12]  Jay Lee,et al.  Web-enabled platform for distributed and dynamic decision-making systems , 2008 .

[13]  R. Thomson.  Quality to the fore in health policy—at last , 1998, BMJ.

[14]  Ying Li,et al.  Burden of disease attributed to anthropogenic air pollution in the United Arab Emirates: estimates based on observed air quality data. , 2010, The Science of the total environment.

[15]  Nandiran Ratnavel,et al.  Safety and governance issues for neonatal transport services. , 2009, Early human development.

[16]  Manish Gupta,et al.  Multi-objective decision modelling using interpretive structural modelling for green supply chains , 2014 .

[17]  Nelson K.H. Tang,et al.  The development of a model for total quality healthcare , 2000 .

[18]  P. Vrat,et al.  Assessing the challenges and opportunities of global supply chain management , 2006 .

[19]  Z. Rahman,et al.  Survey on the usage of total quality management tools and techniques in Indian service industries: an empirical analysis , 2013 .

[20]  H M Gupta,et al.  Managing the Customer Perceived Service Quality for Cellular Mobile Telephony: An Empirical Investigation , 2008 .

[21]  S. Arunachalam,et al.  Analysis and selection of green suppliers using interpretative structural modelling and analytic hierarchy process , 2008 .

[22]  Z. Rahman,et al.  An Empirical Investigation of Relationship between Total Quality Management Practices and Quality Performance in Indian Service Companies , 2013 .

[23]  Mohamed Zairi,et al.  TQM in Healthcare , 1996 .

[24]  Kevin C. Desouza,et al.  Global Knowledge Management Strategies , 2003 .

[25]  C. V. Som,et al.  Clinical governance: a fresh look at its definition , 2004 .

[26]  M. Miraldo,et al.  The effects of hospitals' governance on optimal contracts: bargaining vs. contracting. , 2011, Journal of health economics.

[27]  Prabhudev Konana,et al.  Customer Satisfaction in Virtual Environments: A Study of Online Investing , 2003, Manag. Sci..

[28]  R. Natarajan.  Transferring best practices to healthcare: opportunities and challenges , 2006 .

[29]  D. K. Banwet,et al.  Quality framework in education through application of interpretive structural modeling: An administrative staff perspective in the Indian context , 2010 .

[30]  Ketan K. Sheth,et al.  Burden of allergic rhinitis: results from the Pediatric Allergies in America survey. , 2009, The Journal of allergy and clinical immunology.

[31]  Tieh-Min Yen,et al.  Modified IPA for Order-Winner Criteria Improvement: A MICMAC Approach , 2009 .

[32]  Rajesh Iyer,et al.  Who do you trust? , 2004, Marketing health services.

[33]  Chandrasekharan Rajendran,et al.  Patient‐perceived dimensions of total quality service in healthcare , 2008 .

[34]  Faisal Talib,et al.  Core Quality and Associated Supportive Quality Parameters: A Conceptual Quality Frame Work in Health Care Establishment , 2012 .

[35]  R. Huijsman,et al.  A systematic review of integrated use of disease-management interventions in asthma and COPD. , 2009, Respiratory medicine.

[36]  D. K. Banwet,et al.  Modelling critical elements of selection for strategic alliance partner for network managed services using interpretive structural modelling (ISM) , 2013 .

[37]  Kay M. Nelson,et al.  Understanding Software Operations Support Expertise: A Revealed Causal Mapping Approach , 2000, MIS Q..

[38]  Vanita Ahuja,et al.  Benefits of collaborative ICT adoption for building project management , 2009 .

[39]  Dinesh Kumar,et al.  Modeling the logistics outsourcing relationship variables to enhance shippers' productivity and competitiveness in logistical supply chain , 2007 .

[40]  Meenu Singh.  The burden of asthma in children: an Asian perspective. , 2005, Paediatric respiratory reviews.

[41]  Virgilio Cruz-Machado,et al.  Using interpretive structural modelling to identify and rank performance measures: An application in the automotive supply chain , 2013 .

[42]  Metin Kozak,et al.  TQM implementation at public hospitals: a study in Turkey , 2007 .

[43]  Prasanta Kumar Dey,et al.  Managing healthcare quality using logical framework analysis , 2006 .

[44]  W. J. Miller,et al.  Assessment of Quality Management Practices Within the Healthcare Industry , 2009 .

[45]  S. Aich,et al.  An interpretive structural model of green supply chain management in Indian computer and its peripheral industries , 2014 .

[46]  Faisal Talib,et al.  A Critical Study of Quality Parameters in Health Care Establishment: Developing an Integrated Quality Model , 2012, International journal of health care quality assurance.

[47]  Suchismita Satapathy,et al.  Interpretive structural modeling for E-electricity utility service , 2012 .

[48]  Kumar Neeraj Jha,et al.  Modelling the risks faced by Indian construction companies assessing international projects , 2008 .

[49]  Amir Karimi,et al.  Analysis of interactions among sustainability supplier selection criteria using ISM and fuzzy DEMATEL , 2014, Int. J. Appl. Decis. Sci..

[50]  R. N. Anantharaman,et al.  The relationship between service quality and customer satisfaction – a factor specific approach , 2002 .

[51]  Faisal Talib,et al.  Best Practices of Total Quality Management Implementation in Health Care Settings , 2011, Health marketing quarterly.

[52]  Jd Hans van der Bij,et al.  Quality function deployment in healthcare. Methods for meeting customer requirements in redesign and renewal , 2002 .

[53]  Sushil,et al.  Modeling enablers of TQM to improve airline performance , 2013 .

[54]  B. Edvardsson,et al.  Key Concepts for New Service Development , 1996 .

[55]  C. Boshoff,et al.  The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry , 2004 .

[56]  Faisal Talib,et al.  An Interpretive Structural Modelling (ISM) Approach for Modelling the Practices of Total Quality Management in Service Sector , 2011 .

[57]  E. Schor.  The Henry J. Kaiser Family Foundation. , 1990, Academic medicine : journal of the Association of American Medical Colleges.

[58]  Angappa Gunasekaran,et al.  Benchmarking the interactions among barriers in third-party logistics implementation: An ISM approach , 2013 .

[59]  A. Schilder,et al.  Otitis media across nine countries: disease burden and management. , 2010, International journal of pediatric otorhinolaryngology.