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The Participatory Approach applied to Quality Management : A Perceptual Study of the Determinants of Satisfying Stakeholders' Expectations regarding the Quality of Health Public Services
[L'Approche Participative appliquée au Management de la Qualité : Une Étude Perceptuelle des Déterminants de la Satisfaction des Attentes des Parties Prenantes à l'égard de la Qualité des Services Publics Sanitaires]

Author

Listed:
  • Zakariae Laassili

    (UAE - Abdelmalek Essaadi University [Tétouan] = Université Abdelmalek Essaadi [Tétouan], FSJES TANGER - faculté des sciences juridiques economiques et sociales de Tanger)

  • Zouhair Ejbari

    (UAE - Abdelmalek Essaadi University [Tétouan] = Université Abdelmalek Essaadi [Tétouan], FSJES TANGER - faculté des sciences juridiques economiques et sociales de Tanger)

Abstract

In the context of public hospitals, the quality of healthcare services is a major concern involving various stakeholders. This study aims to enrich stakeholder theory by exploring how stakeholders perceive the quality approach implemented by public health services. To this end, a qualitative study was carried out, based on semistructured interviews with a balanced sample of 35 participants, including patients, medical staff, administrative staff, representatives of educational institutions and the Ministry of Guardianship. The aim was to improve the quality of healthcare services. The analysis reveals a diversity of needs, underlining the need for a personalised approach, particularly in terms of quality of care and quality procedures. Stakeholders want greater administrative efficiency, transparent communication and shorter waiting times. Gaps in engagement with stakeholder needs are identified, suggesting opportunities for improvement. Keeping communication channels open is crucial. The results and discussions highlight methodological and contextual limitations, reinforcing the credibility of the study and inviting a critical interpretation of the implications in the context of these limitations.

Suggested Citation

  • Zakariae Laassili & Zouhair Ejbari, 2023. "The Participatory Approach applied to Quality Management : A Perceptual Study of the Determinants of Satisfying Stakeholders' Expectations regarding the Quality of Health Public Services [L'Approch," Post-Print hal-04365693, HAL.
    • Handle: RePEc:hal:journl:hal-04365693
    DOI: 10.5281/zenodo.10414440
    Note: View the original document on HAL open archive server: https://hal.science/hal-04365693
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    References listed on IDEAS

    as
    1. Ricardo Corrêa Gomes, 2006. "Stakeholder management in the local government decision-making area: evidences from a triangulation study with the English local government," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 10(spe), pages 77-98.
    2. Surachman, Eko Nur & Perwitasari, Sevi Wening & Suhendra, Maman, 2022. "Stakeholder management mapping to improve public-private partnership success in emerging country water projects: Indonesia’s experience," Utilities Policy, Elsevier, vol. 78(C).
    3. Zinkhan, George M. & Balazs, Anne L., 2004. "A stakeholder-integrated approach to health care management," Journal of Business Research, Elsevier, vol. 57(9), pages 984-989, September.
    4. Zakariae Laassili & Zouhair Ejbari, 2023. "The Contribution of Hospital Accreditation Project to Healthcare Governance in Morocco : The Mediating Effect of Public Management through Quality [L’apport du projet d'Accréditation hospitalière à," Post-Print hal-04268698, HAL.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Stakeholders; Participatory approach; Quality Management; Perception; Health services; Parties prenantes; Approche participative; Management de la Qualité; Services sanitaires;
    All these keywords.

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