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Healthcare quality: An empirical analysis in urgent care
Management in Healthcare: A Peer-Reviewed Journal,
5
(2),
151-162
(2021)
Abstract
Today’s healthcare system is especially complex and significantly different from what it has previously been. This paper reviews the impact that health-care quality has on consumers and what needs to be done in order to successfully navigate the system and advocate for further quality improvements. The literature is replete with research relating to healthcare in hospitals and healthcare in general. There is a gap in the literature relating to service quality in urgent care facilities, in particular the important dimensions of quality that should be the focus in the urgent healthcare field. With the new Affordable Healthcare Act taking hold, we expect to see more and more consumers using urgent care facilities, versus a traditional healthcare provider, making this research very timely in uncovering the drivers of quality health care in the urgent care domain. Current research in the healthcare system is especially complex and significantly different from what has been previously discussed in the literature. The current study examines the nature of the association between service quality as perceived by patients and its service determinants. With the assessment knowledge generated by this study, we will be able to provide guidelines for operating strategies that urgent care facilities need to successfully compete in the ‘new world’ of affordable health care.
Keywords: health-care quality; service quality (SERVQUAL); urgent care facilities; quality improvement; marketing research
The full article is available to subscribers to the journal.
Author's Biography
L. Drew Rosen is the Progress Energy/Gordon Hulbert Professor of Operations Management in the Congdon School of Supply Chain, Business Analytics and Information Systems within the Cameron School of Business at The University of North Carolina Wilmington. Drew earned his PhD in Operations Management from the University of South Carolina, his MBA in Operations Management and BSBA in Marketing from Old Dominion University. He served as the 2002 International President and CEO of APICS (The Association for Supply Chain Management). He holds current memberships in the Association for Supply Chain Management (ASCM), the Decision Sciences Institute (DSI) and the Institute for Supply Management (ISM). His research interests are in the areas of service quality, process analysis and improvement and operations strategy.
Rebecca A. Scott is Assistant Professor of Supply Chain and Business Analytics at the Congdon School of Supply Chain, Business Analytics, and Information Systems in the Cameron School of Business at the University of North Carolina Wilmington. She earned her PhD in Logistics Strategy and Analytics and her MBA in Logistics and Supply Chain Management from the University of North Texas, and her MS in Finance and BBA in International Marketing from Texas A&M University. She is a member of the Decision Sciences Institute (DSI), the Institute for Operations Research and the Management Sciences (INFORMS), the Counsel of Supply Chain Management Professional (CSCMP) and the Decision Sciences Institute Southeast Region (SEDSI). Her current research interests include business analytics, logistics strategy, healthcare analytics, supply chain management, transportation and data and text mining.
Citation
Rosen, L. Drew and Scott, Rebecca A. (2021, December 1). Healthcare quality: An empirical analysis in urgent care. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 5, Issue 2. https://doi.org/10.69554/ZQQI4326.
© Henry Stewart
Publications LLP
Publications LLP