Modeling and Analysis for Barriers in Healthcare Services by ISM and MICMAC Analysis

摘要

Modern hospitals offer a panoply of services—diagnostic, curative, preventive and rehabilitative—as per the specific needs of a patient. Since the patient is no more a passive recipient of care, but an enlightened consumer, the provision of high-quality services become indispensable for earning goodwill, improve patient satisfaction and also to garner better online ratings. However, the path to providing quality services is not smooth—there are hurdles galore. The primary purpose of this study is to identify and analyze the barriers to the provision of quality care. To address this purpose, the paper first reviews systematically the introduction on healthcare services; second, it provides the barriers in achieving the quality level in healthcare services; third it uses an Interpretive Structural Modelling (ISM) and MICMAC analysis for modeling and analysis purpose. Finally, this paper concludes with managerial implications and further research directions for achieving quality services in the healthcare system.