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Healthcare quality innovation and performance through process orientation: Evidence from general hospitals in Switzerland

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  • Cleven, Anne
  • Mettler, Tobias
  • Rohner, Peter
  • Winter, Robert

Abstract

As a primary factor of technological innovation, process orientation contributes significantly to an organization's overall productivity and quality improvement. While this proposition has been confirmed for profit-oriented organizations of various industries, little research exists that validates the same statement in the healthcare sector. This paper proposes and evaluates a theoretical model that investigates the effect of process orientation on hospitals' competitiveness and performance. The concept of the balanced scorecard is applied to comprehensively cover all facets that constitute healthcare quality innovation. A set of hypotheses is proposed conceptualizing the direct and indirect effects of process orientation on hospitals' performance (identified as patient satisfaction and financial performance) through an increase of integral competitiveness (identified as workforce conditions, operational performance and clinical quality). The model is empirically tested by means of a questionnaire-based survey among clinical and administrative management of hospitals in Switzerland. 145 complete questionnaires from 129 hospitals are analyzed. Statistical results affirm that process orientation significantly enhances hospital performance. Workforce conditions and clinical quality prove to have a significant positive effect on patient satisfaction, whereas the hypothesized positive effect of operational efficiency on patient satisfaction is not supported. Moreover, results attest the positive effect of workforce conditions and operational efficiency on financial performance, while rejecting the effect of clinical quality on financial performance.

Suggested Citation

  • Cleven, Anne & Mettler, Tobias & Rohner, Peter & Winter, Robert, 2016. "Healthcare quality innovation and performance through process orientation: Evidence from general hospitals in Switzerland," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 386-395.
    • Handle: RePEc:eee:tefoso:v:113:y:2016:i:pb:p:386-395
    DOI: 10.1016/j.techfore.2016.07.007
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    Cited by:

    1. Xiong, Xiaobai, 2021. "Bring technology home and stay healthy: The role of fourth industrial revolution and technology in improving the efficacy of health care spending," Technological Forecasting and Social Change, Elsevier, vol. 165(C).
    2. Denicolai, Stefano & Previtali, Pietro, 2023. "Innovation strategy and digital transformation execution in healthcare: The role of the general manager," Technovation, Elsevier, vol. 121(C).
    3. Catia Milena Lopes & Annibal José Scavarda & Guilherme Luís Roehe Vaccaro & Christopher Rosa Pohlmann & André Luis Korzenowski, 2018. "Perspective of Business Models and Innovation for Sustainability Transition in Hospitals," Sustainability, MDPI, vol. 11(1), pages 1-19, December.
    4. Khleef A. Alkhawaldeh, 2021. "The Impact of Innovation on Profitability of Jordanian Services Companies," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(1), pages 1-92, August.
    5. Puertas, Rosa & Marti, Luisa & Guaita-Martinez, José M., 2020. "Innovation, lifestyle, policy and socioeconomic factors: An analysis of European quality of life," Technological Forecasting and Social Change, Elsevier, vol. 160(C).
    6. Chandra, Dheeraj & Kumar, Dinesh, 2021. "Evaluating the effect of key performance indicators of vaccine supply chain on sustainable development of mission indradhanush: A structural equation modeling approach," Omega, Elsevier, vol. 101(C).
    7. Kim, Rachel H. & Gaukler, Gary M. & Lee, Chang Won, 2016. "Improving healthcare quality: A technological and managerial innovation perspective," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 373-378.
    8. Chevalier de Dieu Kutche Tamghe & Denis Ngae & Innocent Essomme, 2020. "The effects of ICT ownership on hospital performance in the Cameroonian context," Post-Print hal-02572381, HAL.

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