Impact of National Accreditation on the Patients’ Experience of Ambulance Services: A Case Study

Quality has become a fundamental requirement for all healthcare organizations in order to survive and succeed in this competitive, demanding and challenging healthcare service industry. Objectives: To study the impact of National Accreditation Board for Hospitals & Healthcare Providers (NABH) Accreditation, India on the patients experiences of patients and those families those who have used the hospital ambulance services. Research Methods: It is a case study method in which comparative, survey research methodology is used. A sample of a population was studied by structured experience survey questionnaires (before and after the accreditation) in a private tertiary care hospital at Secunderabad, Telangana State, India to determine its characteristics, and it is then inferred that the population has the same or different characteristics. Significance of Research: It was observed initially before the accreditation that there was a lower patient’s experience rate among the patients and families who have used the hospital ambulance services which was affecting the business of study hospital. Research Design: The closed ended questionnaire was developed considering the ambulance services process by incorporating the six dimensions of quality Safe, Timely, Effective, Efficient, Equitable, and Patient-centered (STEEP) and were tested prior to implement. Questionnaires were given to the patients' families for completion upon using the ambulance services two months before and two months after the accreditation. The data were collected in order to cover all three shifts of the Hospital and Emergency Department. Study Population: Simple random sampling method was selected, and the researcher had involved all patients and families of unconscious and pediatric patients including all age groups of patients. Data Collections: Primary data were collected from the survey questionnaires. Secondary data were collected from relevant published journals, articles, research papers, academic literature and web portals. Conclusion: It is very evident from this research that there is a significant improvement of patient experience of ambulance services of post-accreditation (M = 64.94) compared to pre-accreditation (M = 50.67). Hence, the national accreditation NABH has a positive impact on the patients and families who have used the ambulance services.