RETRACTED: The impact of quality framework application on patients’ satisfaction
International Journal of Human Rights in Healthcare
ISSN: 2056-4902
Article publication date: 10 June 2021
Issue publication date: 12 April 2022
Retraction statement
The publishers of the International Journal of Human Rights in Healthcare wish to retract the article Abu-Rumman, A., Al Shraah, A., Al-Madi, F. and Alfalah, T. (2022), “The impact of quality framework application on patients' satisfaction”, International Journal of Human Rights in Healthcare, Vol. 15 No. 2, pp. 151-165. https://doi.org/10.1108/IJHRH-01-2021-0006
An internal investigation into a series of submissions has uncovered evidence that the peer review process was compromised. As a result of these concerns, the findings of the article cannot be relied upon. This decision has been taken in accordance with Emerald's publishing ethics and the COPE guidelines on retractions.
The publishers of the journal sincerely apologize to the readers.
Abstract
Purpose
This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels of patient satisfaction within a large hospital based in Jordan.
Design/methodology/approach
Using a mixed methodology, supported by a pragmatist theoretical approach, a satisfaction survey was conducted with patients accessing the hospital as an in-patient across a range of specialities gathering feedback about different aspects of their care. The results were compared with a self-assessment completed by different speciality teams about the existence and maturity of customer result arrangements implemented as a result of the (KAIIAE).
Findings
The findings confirmed that quality awards such as the KAIIAE can effectively be applied in a health-care setting and can help provide a framework for improving patient experience and satisfaction. A correlation was found with those specialties that self-assessed themselves more highly in terms of these arrangements and the overall levels of patient satisfaction with that specialty, suggesting that the products of working towards the KAIIAE such as establishing effective patient experience monitoring arrangements and improved learning from complaints, has a positive impact on patient satisfaction.
Originality/value
There are limited studies which focus specifically on customer results and on the use of the KAIIAE more generally. This study therefore makes a valuable contribution in adding to the debate about the strategic value of working towards formal quality improvement models and awards in health-care settings.
Keywords
Acknowledgements
Thanks to the patients and staff who took the time to share their views and experiences in this study.
Citation
Abu-Rumman, A., Al Shraah, A., Al-Madi, F. and Alfalah, T. (2022), "RETRACTED: The impact of quality framework application on patients’ satisfaction", International Journal of Human Rights in Healthcare, Vol. 15 No. 2, pp. 151-165. https://doi.org/10.1108/IJHRH-01-2021-0006
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited