Cogent Public Health (Dec 2024)
The impact of patient engagement on service quality and customer well-being: an introspective analysis from the healthcare providers’ perspective
Abstract
AbstractTo effectively shape healthcare outcomes and delivery, patient engagement has become increasingly important. It also has a significant impact on customer satisfaction and service quality. This study offers an introspective analysis of healthcare providers’ experiences and perceptions as it explores the relationship between patient engagement, service quality, and customer well-being. The study used a quantitative approach, and data were collected from a sample of 320 healthcare professionals working in different healthcare settings. The study adopted the snowball sampling technique to obtain the needed data for processing and analysis through PLS-SEM. The participants used in this study were Doctors and Nurses in public hospitals in Ghana. This study adds insights from the viewpoint of healthcare providers to the expanding body of literature on patient engagement, service quality, and customer well-being. The results highlight the significance of patient involvement in determining healthcare experiences and results, underscoring the necessity for healthcare institutions to adopt patient-centered care tenets and foster cooperative and empowered cultures. According to the findings, patient engagement fosters open communication, shared decision-making, and collaborative care, all of which are critical components of improving the service quality. To improve treatment adherence, improve health outcomes, and increase patient satisfaction, healthcare providers stress the value of giving patients the freedom to actively participate in their healthcare journey. Additionally, it has been shown that patient engagement enhances customer well-being by encouraging a sense of empowerment, independence, and control over one’s health.
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