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Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry
Dissertation (MBA)--University of Pretoria, 2008.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613559271194624 |
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| access_status_str | Open Access |
| author2 | Goldman, M. |
| author_browse | Goldman, M. |
| author_facet | Goldman, M. |
| collection | Thesis |
| dc_rights_str_mv | © 2008, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria |
| description | Dissertation (MBA)--University of Pretoria, 2008. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/23094 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:38:03.802Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/23094 Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry Goldman, M. ichelp@gibs.co.za Coovadia, Mohamed Yusuf UCTD Patient satisfaction Primary health care (PHC) Dissertation (MBA)--University of Pretoria, 2008. The aim of the study was to identify, evaluate and compare the determinants of patient satisfaction in fee-for-service, and health maintenance organisation (HMO), medical service delivery centres. Staff at both centres, who were also patients, were surveyed to determine the congruence with patients’ quality improvement priorities. The survey was conducted using a questionnaire consisting of closed questions given to patients as they departed from the medical centres. The questionnaire was tested for convergent and divergent validity, content analysis and reliability. A rating scale was then applied to yield the scores for each determinant. The unique Patient Satisfaction Priority Index was determined using determinants that were rated low on satisfaction but high on importance. The results revealed that patients at the fee- for- service medical centre were significantly more satisfied than patients at the HMO. The priority index for patients were found to be different to that of the staff at both medical centres, proving that staff and patient priorities were incongruent. Accordingly, the recommendations were that patient satisfaction be continuously evaluated at medical service delivery centres, in order to achieve a competitive advantage, sustainability and growth in South Africa’s highly competitive private healthcare industry. Copyright Gordon Institute of Business Science (GIBS) unrestricted 2013-09-06T14:29:45Z 2010-04-21 2013-09-06T14:29:45Z 2008-11-13 2008 2010-03-10 Dissertation Coovadia, MY 2008, Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23094 > G10/11/mh http://hdl.handle.net/2263/23094 http://upetd.up.ac.za/thesis/available/etd-03102010-155423/ © 2008, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria application/pdf University of Pretoria |
| spellingShingle | UCTD Patient satisfaction Primary health care (PHC) Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry |
| title | Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry |
| title_full | Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry |
| title_fullStr | Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry |
| title_full_unstemmed | Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry |
| title_short | Identification and evaluation of patient satisfaction determinants in medical service delivery systems within the South African private healthcare industry |
| title_sort | identification and evaluation of patient satisfaction determinants in medical service delivery systems within the south african private healthcare industry |
| topic | UCTD Patient satisfaction Primary health care (PHC) |
| url | http://hdl.handle.net/2263/23094 http://upetd.up.ac.za/thesis/available/etd-03102010-155423/ |