Strategic action grids: a study in Indian hospitals

Abstract

Purpose

The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients and attendants.

Design/methodology/approach

Patient and attendant perceptions were collected using a questionnaire.

Findings

Patients and attendants have different perceptions. Different customers have different needs of which providers need to be aware to better serve their consumers.

Research limitations/implications

The study captured only 408 patient and attendants’ perceptions – a 32 per cent response rate.

Practical implications

Results enable hospital administrators to develop appropriate strategies to improve their structure and function by analysing their strengths and weaknesses regarding their tangible and intangible assets.

Originality/value

The study included attendants, specifically in an Indian healthcare context.

Citation

Padma, P., Sai Lokachari, P. and Chandrasekharan, R. (2014), "Strategic action grids: a study in Indian hospitals", International Journal of Health Care Quality Assurance, Vol. 27 No. 5, pp. 360-372. https://doi.org/10.1108/IJHCQA-11-2012-0108