Register      Login
Australian Health Review Australian Health Review Society
Journal of the Australian Healthcare & Hospitals Association
RESEARCH ARTICLE

Culture, communication and service quality in health care administration: A tale of two hospitals

Daphne G Harber and Neal M Ashkanasy

Australian Health Review 21(3) 116 - 132
Published: 1998

Abstract

This paper reports the results of a qualitative cross-case analysis of two medium-sized Australian general hospitals moving to a new era of service quality management. The analysis was based on a model of perceptions of organisational culture, communication and quality of patient care. Results showed that the prevailing culture at the two hospitals was quite different, but there was consistency in the relationships between the study variables. In particular, perceptions of culture and communication had an impact on perceptions of quality of care. The results are discussed within the context of previously reported findings.

https://doi.org/10.1071/AH980116b

© AHHA 1998

Committee on Publication Ethics

PDF (319 KB) Export Citation

Share

Share on Facebook Share on Twitter Share on LinkedIn Share via Email

View Dimensions

View Altmetrics