Emerald | International Journal of Public Sector Management

Inpatient satisfaction: an analysis of Malaysian public hospitals

Noor Hazilah Abd Manaf — 2012-01-20 00:00:00.0

Abstract

Purpose – The purpose of this paper is to provide an empirical analysis on inpatient satisfaction in Malaysian public hospitals. Design/methodology/approach – A self-administered questionnaire was the main data collection method. Altogether, 23 hospitals throughout Peninsular Malaysia participated in the survey. Cluster sampling was used in the selection of the respondent hospitals, while convenience sampling was used in administering the survey. Findings – Three factors of inpatient satisfaction were extracted, which were clinical and physical dimensions of service, and additional facilities for patients and family members. Inpatient satisfaction was found to be higher for the clinical dimension than for the physical dimension. Overall, inpatient satisfaction was high, as reflected by the high mean score of the variables, although caution was expressed in interpreting the findings, particularly the low expectations of patients to begin with. Research limitations/implications – The research was limited to inpatients of Malaysian public hospitals. A thorough evaluation of the nation's public healthcare delivery system would need to include outpatient services as well. Originality/value – The paper provides an empirical analysis on inpatient satisfaction in Malaysian public hospitals. This allows policy makers to evaluate the level of public healthcare delivery service in the country and therefore assist in policy decision-making and implementation.

Understanding continuous improvement in an English local authority: A dynamic-capability perspective

David Douglas, Wyn Jenkins, Jane Kennedy — 2012-01-20 00:00:00.0

Abstract

Purpose – The purpose of this paper is to develop a model using resource-based-view theories of competitive advantage for application to the private sector as a basis for understanding managers' perceptions of high performance in a local authority. The model is evaluated as a substantive case against an English local authority. Design/methodology/approach – The study investigated senior managers' perceptions of the capabilities and assets that their organisation required to achieve high performance relative to government performance criteria. Data were collected using a questionnaire that asked managers to indicate their notions of drivers for change. The key resources required for successful responses to these drivers were related to one of the four types of generic capabilities a priori outlined in the model, i.e. regeneration, leverage, transformational and privileged access. Subsequent interviews with the respondents explored further issues in greater depth. Findings – Managers indicated their beliefs that “capabilities” based on “intangible organisational-assets” are necessary for “sustained high-performance”. This is consistent with the model proposed. Nevertheless, the findings also indicated that some assets, historically based, such as “reputation” and “partnerships”, are also important. Research limitations/implications – The paper critically demonstrates the usefulness of resource-based-view and dynamic-capability theories when applied in a new context, i.e. English local government. Practical implications – The paper reveals significant organisational development and senior management leadership issues for English county councils, in this case, in developing and sustaining high performance. Originality/value – The paper is innovative in reviewing, developing and applying a resource-based-dynamic-capability model to research local government organisational management.

“Leadership”: a perniciously vague concept

Paul Spicker — 2012-01-20 00:00:00.0

Abstract

Purpose – Despite the vast amount of literature covering the concept of leadership, it remains contentious, under-conceptualised and often uncritical. The purpose of this paper is to question the validity of the concept and dispute its application. Design/methodology/approach – The paper reviews what the idea of leadership means, how it relates to competing accounts of management in the public services, and what value it adds. Findings – There is no evident reason why the supposed roles, tasks, or qualities of “leadership” either need to be or should be concentrated in the person of a leader; the tasks involved in “leading” an organisation are not in fact the tasks of motivation, influence or direction of others which are at the core of the literature; and there is no reason to suppose that leadership is a primary influence on the behaviour of most organisations. Practical implications – In the context of the public services, there is no set of skills, behaviours or roles that could be applied across the public services; the emphasis in leadership theory on personal relationships may be inconsistent with the objectives and character of the service; and the arrogation to a public service manager of a leadership role may be illegitimate. Originality/value – The argument here represents a fundamental challenge to the concept of leadership, its relevance and its application to public services.

A level playing field: social inclusion in public leisure

Ian R. Hodgkinson, Paul Hughes — 2012-01-20 00:00:00.0

Abstract

Purpose – The transfer to partnership in public sector management has created significantly new modes of service delivery, and is suggested to be the best means of ensuring that disadvantaged groups are socially included. The purpose of this paper is to examine New Leisure Trust (NLT) structures in public leisure provision relative to direct, in-house managed facilities and privately run Leisure Management Contractor (LMC) facilities. In particular, NLTs receive significant government funds and subsidies through tax breaks that are not forthcoming to rivals, which raises questions as to whether NLTs deserve such aid for delivering upon the social inclusion agenda of the government. Design/methodology/approach – The research involved a national survey questionnaire to 1,060 public leisure service providers in England. Empirical testing through multiple analysis of variance and regression analysis was applied to the dataset. Findings – The authors find that NLTs do not follow social orientation strategies to any significantly greater degree than rivals, nor seem to create social inclusion to any greater degree. Further, NLTs have the least to gain in terms of business performance from creating social inclusion, whilst in-house (in particular) and LMC facilities stand to gain the most. Practical implications – Though each approach to provision examined places a considerable strategic emphasis on being socially oriented, they are not effective at increasing the social inclusion of recreationally disadvantaged groups. Originality/value – This paper calls for the current public leisure management playing field to be levelled in a rebalance of opportunity and investment through the removal of anti-competitive measures.

Initial emergency response performance of fire fighters in Malaysia

Chandrakantan Subramaniam, Hassan Ali, Faridahwati Mohd Shamsudin — 2012-01-20 00:00:00.0

Abstract

Purpose – The purpose of this paper is to identify the initial emergency response time of fire fighting teams in Malaysia. Design/methodology/approach – In an emergency incident time is of the essence, and the basic philosophy of an emergency response agency is to respond as quickly as possible to minimize the loss of life and property damage. In the current study, emergency response performance refers to team members' speed in responding to emergency situations, which was measured as the time taken for the team members to get to the fire truck from the waiting room in selected fire stations in Malaysia. The data collection period lasted for five months. Findings – This study found that the overall average initial emergency response time was 84 seconds, while the overall average weighted initial emergency response time was 3.71 seconds per meter. The current study has demonstrated that the average initial emergency response performed by fire fighting teams in Malaysia is apparently better than that reported by previous studies by other emergency responders. Originality/value – This paper presents empirical evidence of the initial emergency response time of fire fighters in Malaysia, by taking into account the distance traveled by the responders. As such, the performance measure obtained gives a meaningful indicator. The finding of the current study is then compared to emergency response performance by other emergency response agencies in other countries.

Editorial

2012-01-20 00:00:00.0

Business leadership in India: an example from print media

2012-01-20 00:00:00.0