Information Systems for Handling Patients' Complaints in Health Organizations

HANDBOOK ON BUSINESS INFORMATION SYSTEMS, 2010

Posted: 20 May 2010 Last revised: 15 Jun 2010

See all articles by Zvi Stern

Zvi Stern

Hebrew University of Jerusalem - Hadassah - Braun School of Public Health and Community Medicine

Elie Mersel

Hebrew University of Jerusalem - Hadassah - Braun School of Public Health and Community Medicine

Nahum Gedalia

Hebrew University of Jerusalem - Hadassah - Braun School of Public Health and Community Medicine

Date Written: April 27, 2010

Abstract

The objective of this study was to consider how to develop a quality system in a hospital. This is made by answering the questions: what are the situational factors that should be taken into consideration while establishing a quality system and what should be taken care of during the developing process. This study focused mainly on public hospitals. The study was a qualitative constructive study, where we try to develop a model for a development of a quality management system of a public hospital. This is done from the contingency theory's approach and by using content analysis while analyzing the study materials. As a result of the study, a model for the developing of a quality system in a hospital was constructed. The results can be generalized especially to other hospitals. As a managerial implications, the model constructed in this study could be applied to other hospitals and professional service organizations, but there is no universal way to develop the QMS and so the system must be always customized to an organization. By improving the fit between the QMS and contingencies, that is issues related to customers, an organization will probably improve its outputs and outcomes

Keywords: Quality Management System, Hospital

Suggested Citation

Stern, Zvi and Mersel, Elie and Gedalia, Nahum, Information Systems for Handling Patients' Complaints in Health Organizations (April 27, 2010). HANDBOOK ON BUSINESS INFORMATION SYSTEMS, 2010, Available at SSRN: https://ssrn.com/abstract=1605040

Zvi Stern (Contact Author)

Hebrew University of Jerusalem - Hadassah - Braun School of Public Health and Community Medicine ( email )

P.O.B. 12000
Jerusalem, 91120
Israel

Elie Mersel

Hebrew University of Jerusalem - Hadassah - Braun School of Public Health and Community Medicine ( email )

P.O.B. 12000
Jerusalem, 91120
Israel

Nahum Gedalia

Hebrew University of Jerusalem - Hadassah - Braun School of Public Health and Community Medicine ( email )

P.O.B. 12000
Jerusalem, 91120
Israel

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