Introduction
It is imperative to mention that the role of quality is an interesting topic that is frequently discussed by scholars. The demands of customers are always increasing, and their expectations are set incredibly high most of the time. Furthermore, many companies have recognized that the focus on this aspect is vital and may lead to significant profits. Also, it helps to establish long-term relationships with clients, and this is especially true for the healthcare industry.
This approach is beneficial for both institutions and patients because trained professionals would have a better understanding of the needs and preferences of a particular individual, and valuable time is not lost for the examination of patient history. It is in the interest of a hospital to ensure that customers are retained, and it can be achieved if the quality is viewed as one of the most important factors. Moreover, it is important to understand that activities that are focused on the promotion of quality must be justified from the economic point of view, and it is necessary to find the right balance.
Importance of Quality
It is necessary to understand that the health and well-being of patients are of utmost importance, and the information that is gained with the use of assessments may be analyzed to identify ways in which the experience of customers may be improved. Also, it is imperative to mention that Riyadh City is developing at rapid rates and the need for high-quality healthcare is also enormous. A focus on quality may be incredibly important because the country is determined to become a force in the global economy, and it cannot be achieved without a well-developed healthcare system. Also, it is important to understand that patients that are satisfied with the quality of services are willing to pay more, and such an approach would help to build long-term relationships.
Moreover, practitioners can share their experiences to develop new techniques. The participation of patients in the process also should not be disregarded, and their opinions and suggestions may be valuable. Also, it is necessary to mention that it has been proven that patients that are satisfied with the level of quality of services are much more likely to recommend an institution to others. This aspect should not be disregarded because the primary goal of private hospitals is to receive profits.
Patients are satisfied with the quality of services provided most of the time in the city. However, the issue is that many employees think that transformational leadership needs to be improved because it is currently not as efficient as it should be. Moreover, it is important to understand that job satisfaction is a critical factor that affects performance levels of health care professionals, and it is closely connected with the quality of service, and this issue should not be overlooked.
Such hospitals are preferred by expatriates because they are known because of high-quality services, and it may be hard to get insurance in some cases. Another difference that needs to be mentioned is that private hospitals are rated in the country. Stars are received based on percentages of positive outcomes, and other factors are also considered. Furthermore, an institution may have to deal with numerous competitors, and it would be beneficial to avoid complaints and complications because the reputation of the healthcare facility is of utmost importance.
Quality Management
Another aspect that needs to be discussed is that the role of private hospitals has been increasing, and it can be hard for the government to control the quality of services. However, management outsourcing has helped with the promotion of high levels of quality standards. Moreover, the fact that such positions as quality managers have been established in Saudi Arabia hospitals is also vital. Such professionals are capable of identifying possible weaknesses and develop ways in which they can be addressed. Also, it is important to understand that quality needs to be measured at all stages of treatment, and such assessments require enormous amounts of resources.
The need to utilize the latest technologies also should not be overlooked, and all the information that is collected needs to be stored and analyzed because the results that are received may be incredibly valuable. Private hospitals have become complicated, and it may not be an easy task to measure all the necessary aspects, and it is important to ensure that a quality management system is established. Moreover, it is necessary to note that technologies that are used to support such activities have also been improved, and it is much easier to store information with the use of spreadsheets (Schneider, 2014).
The fact that private hospitals in Riyadh City use the latest software programs to collect such data is vital, and it may be important to collaborate with foreign organizations to share ideas and experience. However, the issue is that it is noted that complications related to quality occur during such processes as the installation of systems, and it is quite problematic because maintenance costs may be increased (Hassanain, Assaf, Al‐Ofi, & Al‐Abdullah, 2013).
Also, it is necessary to mention that cultural aspects should not be overlooked, and particular alterations to established approaches may be important to improve their efficiency. For example, people in this country do not like it when nurses ask about aspects related to behavior, and this is a problem because such questions are used to improve the number of positive outcomes and quality of services (Aldossary, Barriball, & While, 2013).
Furthermore, both clients and healthcare professionals should understand that collaboration is necessary in this case. One of the studies has shown that the health state of an individual is a critical factor and leads to bias most of the time because the patient will not be satisfied with services if treatment is not successful. It is also stated that such aspects as involvement, information and communication must be prioritized to ensure that satisfaction levels of clients are high (Badri, Attia, & Ustadi, 2009). It is necessary to note that efficient management of resources is incredibly important, and it cannot be achieved without excellent leadership in most cases.
Quality Services
It is important to understand that it may be necessary to hire an external professional team that would perform all the measurements. One of the most important factors that must be discussed is that many firms are focused on the provision of such services, and they have enormous experience in this industry. Also, it is imperative to understand that employees would not have to be distracted, and can focus on their tasks. Such positions and quality analysts and managers should be available in every single private hospital because they will guarantee that the data received is reliable, and no issues with validity are present.
Also, it is necessary to understand that various techniques can be used to increase the level of quality in a particular organization. For example, the role of planning and education should not be overlooked (Mosadeghrad, 2014). A set of goals and outcomes is vital because it can be used to identify if any process has been shown or any issues with scheduling are present. Furthermore, healthcare professionals actively participate in training programs, and a focus on development is also vital because every individual recognizes that high levels of quality cannot be achieved without an understanding of the latest approaches and techniques.
The fact that employers have started to pay enormous attention to the competency of workers is also vital because there have been instances when employees are extremely unprofessional in the past, and it has led to numerous complications. The problem is that a consensus on what measures of quality should be used has not been reached. However, some of the models that are suggested are quite comprehensive and have proven to be efficient most of the time (Yildiz & Demirors, 2014).
Service Quality Model
It is imperative to mention that the approach is focused on five factors, but not all of them are equally important. Assurance is one of the most important aspects that should not be disregarded. It is important to understand that numerous tests and examinations may be necessary in some cases to ensure that diagnosis is appropriate, and treatment is reasonable. However, patients should be able to trust doctors because any doubt from the side of healthcare providers is not acceptable, and they should be confident in their decision-making skills.
Moreover, it is imperative to mention that most private hospitals are extremely reliable, and health care professionals are determined to provide customers with services of the highest possible quality. Responsiveness is another aspect that is worth mentioning, and it is important to mention that it may be quite problematic in some cases because an enormous percentage of the population is expatriates. Moreover, it may not be easy for some patients to express their needs or voice their opinions.
Furthermore, it may be necessary to develop a particular set of signs that can be used to improve communication. The importance of tangibles also should not be overlooked, and it affects the experience of customers. For instance, the appearance of personnel and facilities is vital most of the time. It is imperative to note that the design of most private hospitals is outstanding because they have access to enormous amounts of resources. Another aspect that needs to be mentioned is that the focus on hygiene is also critical and needs to be mentioned. The problem that many institutions have to deal with is that some of the equipment is outdated and needs to be replaced.
Empathy is also vital and must be considered because it affects the satisfaction levels of customers. The problem that healthcare professionals have to deal with at the moment is that they have a different understanding of what this concept means. The issue is that cultural differences are quite significant because an enormous number of nurses are expatriates, and it leads to numerous complications. Furthermore, employees should participate in pieces of training that would increase their knowledge on this topic because the way that empathy affects the quality of services should be taken into account. Another core aspect that should not be disregarded is that the role of reliability is critical. Healthcare professionals must ensure that the standards of quality are considered in all cases, and patients are treated equally.
It is important to note that the difference between expected and perceived service may be enormous in some situations, and it is the responsibility of private hospitals to ensure that the expectations of consumers are met. Overall, it is imperative to understand that reliability is a factor that is valued by patients the most, and it is imperative to take all the necessary measures to ensure that only the latest and most efficient techniques are used. Moreover, such factors as communication and empathy are viewed as the most problematic at the moment and are in need of improvement.
The Significance of the Study
It is necessary to note that this topic is incredibly important because many private hospitals in the city have started to focus on such aspects as the quality of service to meet global standards and expectations of consumers. Moreover, this study is vital because the information that has been received can be analyzed to get a better understanding of the current strengths and weaknesses of health care institutions. Furthermore, it may be important to develop new approaches to ensure that some of the issues that are currently present are promptly addressed. The need to consider the experience of other countries and study the strategies that have proven to be effective also needs to be taken into account.
Moreover, cooperation with an international organization and participation in exchange programs may be vital. Also, one of the core issues that are frequently overlooked is that some conditions are much more common in Saudi Arabia than in other countries, and it may be important to develop particular guidelines. Another issue that needs to be discussed is that health care professionals have to deal with numerous changes, and it may not be an easy task to keep track of all the policies and techniques.
The level of experience is a critical factor that affects the overall quality of services. Furthermore, nurses and other specialists should be provided with all the necessary resources that would help them to stay competitive and develop as professionals and individuals. It is paramount to mention that this sector was quite problematic not so long time ago, and there have been many instances of misdiagnosis and unequal treatment of patients.
However, the government has recognized that it is a significant issue that needs to be resolved, and many policies have been introduced. The situation has been getting over the years, and it is entirely possible that Saudi Arabia will be one known for its high-quality healthcare in the future. Another aspect that is worth mentioning is that it may not be an easy task for the government to measure quality levels in such institutions, and it is necessary to establish a particular set of standards that should be acknowledged. In conclusion, it is evident that the current state of the industry is satisfactory, but several changes can be made to ensure that the quality of services is increased because it is one of the core factors that affect satisfaction levels of customers.
References
Aldossary, A., Barriball, L., & While, A. (2013). The perceived health promotion practice of nurses in Saudi Arabia. Health Promotion International, 28(3), 431-441. Web.
Badri, A.M., Attia, S., & Ustadi, M.A. (2009). Healthcare quality and moderators of patient satisfaction: Testing for causality. International Journal of Health Care Quality Assurance, 22(4), 382-410. Web.
Hassanain, A.M., Assaf, S., Al‐Ofi, K., & Al‐Abdullah, A. (2013). Factors affecting the maintenance cost of hospital facilities in Saudi Arabia. Property Management, 31(4), 297-310. Web.
Mosadeghrad, A. M. (2014). Factors influencing healthcare service quality. International Journal of Health Policy and Management, 3(2), 77-89. Web.
Schneider, E. C. (2014). Hospital quality management: a shape-shifting cornerstone in the foundation for high-quality health care. International Journal for Quality in Health Care, 26(1), 1. Web.
Yildiz, O., & Demirors, O. (2014). Healthcare quality indicators – a systematic review. International Journal of Health Care Quality Assurance, 27(3), 209-222. Web.