Abstract
Hospital ranking is a cumbersome task, as it involves dealing with a large volume of underlying data. Rankings are usually accomplished by comparing different dimensions of quality and services. Even the quality care measurement of a hospital is multi-dimensional: It includes the experience of both clinical care and patient care. In this research, however, the authors focus on ratings based only on customer perception. A framework which consists of two stages—Stage I and Stage II—is designed. In the first stage, the model uses a rough set in a fuzzy approximation space (RSFAS) technique to classify the data; whereas in the second stage, a fuzzy soft set (FSS) technique is employed to generate the rating score. The model is employed for comparing USA hospitals by region using annual HCAHPS survey data. This article shows how ranking of the healthcare institutions can be carried out using the RSFAS (rough set in a fuzzy approximation space) and fuzzy soft set techniques.
Highlights
The choice of hospital is very critical for a family— if any family members are facing a serious or complex health problem
This study revealed that service quality improvement should focus on the responsiveness of healthcare staff; the teamwork of staff; the ability of doctors to understand patient needs; self-reliability; and the swiftness of the registration-and-admission procedure
The fuzzy proximity relation corresponding to parameters communication with nurses (CN), communication with doctors (CD), responsiveness of hospital staff (RHS), pain management (PM), communication about medicines (CM), cleanliness of hospital environment (CHE), quietness of hospital environment (QHE), discharge information (DI), care transition (CT), hospital rating (HR) and recommend the hospital (RH) are computed and presented in Tables 6-16 respectively
Summary
The choice of hospital is very critical for a family— if any family members are facing a serious or complex health problem. This research study analyzes the dimensions required by the hospital to increase the quality of hospital services. The most widely known and discussed scale for measuring service quality is SERVQUAL It was proposed by Parasuraman, Zeithamal, and Berry (1985). In their 1988 work, (Parasuraman, Zeithamal, & Berry, 1988), they limited these components into five dimensions: reliability, assurance, tangibles, empathy, and responsiveness This scale has been applied in the healthcare field in numerous studies (Dagger, Sweeney, & Johnson, 2007; Andaleeb, 2001; Bakar, Akgün, & Al Assaf, 2008; Bowers & Kiefe, 2002; Dean, 1999; Devebakan, 2005; Devebakan & Aksarayli, 2003; Lee & Yom, 2007; Lee, Lee, & Yoo, 2000; Li, 1997; Ramsaran-Fowdar, 2008; Pakdil & Harwood, 2005; Wisniewski & Wisniewski, 2005).
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
