Leveraging word-of-mouth as a payback from patients of private hospitals: the role of healthcare quality delivery

What is it about?

This study investigates healthcare quality delivery as a potential way of achieving word-of-mouth and some beneficial outcomes that serve as customers' payback to private hospitals. A cross-sectional correlational design was employed to assess key relationships. A self-reported questionnaire was used to collect data from 481 volunteer patients of private hospitals in Accra. Pearson's correlation test and structural equation modelling (SEM) were used to present findings.

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Why is it important?

The study concludes that private hospitals can improve their revenue base and make their services sustainable by achieving and improving patients' word-of-mouth communication through the delivery of quality healthcare.