Healthcare service quality management: Evidence from Morocco

Abstract

This paper empirically evaluates the influence of implementing quality, safety, environment and information systems security practices on the organizational performance and overall quality of healthcare organizations in the Moroccan context using data from a sample of 50 healthcare entities in the Rabat-Salé-Kénitra region selected from a pool of 76 organizations. This research employs the partial least squares (PLS) method for analysis to test hypotheses regarding the nature of health service quality in Morocco across various forms. The outcomes of this study reveal a significant and positive relationship between organizational performance in Moroccan healthcare facilities and adopting practices emphasizing quality, safety, environment and information security systems. Notably, organizations incorporating these practices generally demonstrate heightened levels of performance. This study posits that the incorporation of an integrated management system can catalyse continuous improvement and enhanced performance within the Moroccan healthcare sector. These results suggest that the implementing integrated management systems could contribute to ongoing improvement and elevate organizational performance standards throughout the broader healthcare sector. However, generalizing these findings to all Moroccan healthcare facilities requires a larger sample spread across all Moroccan regions to enable a comprehensive understanding of the impact of these practices on organizational performance across the entire healthcare landscape of Morocco.