Improving Service Quality in Long-term Care Hospitals: National Evaluation on Long-term Care Hospitals and Employees Perception of Quality Dimensions

Abstract

ObjectivesTo investigate predictors for specific dimensions of service quality perceived by hospital employees in long-term care hospitals. MethodsData collected from a survey of 298 hospital employees in 18 long-term care hospitals were analysed. Multivariate ordinary least squares regression analysis with hospital fixed effects was used to determine the predictors of service quality using respondents’ and organizational characteristics. ResultsThe most significant predictors of employee-perceived service quality were job satisfaction and degree of consent on national evaluation criteria. National evaluation results on long-term care hospitals and work environment also had positive effects on service quality. ConclusionThe findings of the study show that organizational characteristics are significant determinants of service quality in long-term care hospitals. Assessment of the extent to which hospitals address factors related to employee-perceived quality of services could be the first step in quality improvement activities. Results have implications for efforts to improve service quality in long-term care hospitals and designing more comprehensive national evaluation criteria.