The impact of patient engagement on service quality and customer well-being: an introspective analysis from the healthcare providers’ perspective

Abstract

To 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.

Keywords:

• Customer well-being
• healthcare providers
• patient engagement
• service quality
• transformative service

Reviewing Editor:

• Joe Thomas, Institute of Health and Management, Australia

SUBJECTS:

• Health & Society
• Health Conditions
• Social Work and Social Policy

Disclosure statement

No potential conflict of interest was reported by the author(s).

Table 1. Demographic profile.

Figure 1. Proposed conceptual framework.

Figure 2. Empirically tested research model.

Additional information

Notes on contributors

Solomon Abekah Keelson

Solomon Abekah Keelson is an Associate Professor of Marketing and Strategy at the Business Faculty of Takoradi Technical University, Ghana. He holds a PhD in Marketing and Strategy from Open University, Malaysia, an MBA in Marketing, and a Bachelor of Arts in Economics from the University of Cape Coast, Ghana. Prof Keelson also holds a professional certificate in Marketing from the Chartered Institute of Marketing UK. He is a Chartered member of Marketing - UK and Ghana and a fellow of the Chartered Institute of Management Consultants. Keelson is a renowned academic with several publications and taught for over 25 years. He has also worked as theses Assessor (internationally and externally) for various tertiary institutions in Ghana and other countries. He is currently the Dean of the Faculty of Business, at Takoradi Technical University

Jacob Odei Addo

Dr. Jacob Odei Addo is a Ghanaian accomplished academician. With a PhD from Open University of Malaysia (OUM), in Business Administration. Currently, a Senior Lecturer at Takoradi Technical University, and Head of Marketing & Strategy Department. Has a diverse portfolio of published works which shows author’s versatility and ability to explore a wide range of subjects.

John Amoah

John Amoah is a lecturer at the Department of Marketing and HRM of KAAF University College, Kasoa, Ghana. He holds a PhD a in Marketing Management from the Tomas Bata University, Zlin, Czech Republic. Currently, he is the Maters Coordinator of the MBA Program of the Faculty of Business School. He serves on several editorial boards such as Cogent Business and Management among others as well as reviewer. His main research areas are on SMEs development, social media Analysis, Service Marketing among others. The results of his research have been published in peer-reviewed scientific journals and presented at numerous international conferences around the globe.