The participatory approach applied to Quality Management: A Perceptual Study of the Determinants of Satisfying Stakeholders' Expectations regarding the Quality of Health Public Services

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 semi-structured interviews with a balanced sample of 35 participants, including patients, medical staff, administrative staff, representatives of educational institutions and the Ministry of Health. 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.

Keywords: Stakeholders, Participatory approach, Quality Management, Perception, Health services.

Classification JEL: I15 – H75 – L15 – M14 – P11

Paper type: Empirical Research