KNOWLEDGE MANAGEMENT QUESTIONNAIRE

Dear Respondents,

As part of my Ph.D research in Jammu University, I am conducting a survey that

investigates aspects related to knowledge management practices and its impact on
performance in healthcare sector. The study will be submitted in the University of
Jammu in the form of Ph.D thesis. I will be highly obliged, if you would please
complete the following questionnaire. Any information obtained in connection with
this study will remain confidential; and in any written reports or publication, no one
will be identified and only group data will be presented. You are free to withdraw
your participation at any time. If you have any questions about the research, please
contact me at my email id – msharma72@gmail.com.

Thank you very much for your kind cooperation.

Meenakshi Mangotra

University of Jammu,

Jammu

SECTION A

Please mark your responses below depending on the degree to which you agree with
the statements.

SA - Strongly agree A - Agree N - Neutral D - Disagree SD - Strongly Disagree

KNOWLEDGE MANAGEMENT

A. Leadership SA A N DA SDA

Managing hospital knowledge is central to the

1 a b c d e
hospital’s strategy.

The hospital understands the revenue-generating

2 potential of its knowledge assets and develops a b c d e
strategies for them.

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 Individuals are hired, evaluated and compensated
3 for their contributions to the development of a b c d e
hospital knowledge.

A climate of openness and trust permeates the

4 a b c d e
hospital.

Improving care for patients is acknowledged as a

5 a b c d e
major objective of knowledge management.

Flexibility and a desire to innovate drive the

6 a b c d e
learning process.

The hospital has invented ways to link knowledge

7 a b c d e
to financial results.

The hospital has developed a specific set of

8 indicators to manage knowledge. They include a b c d e
both financial and non-financial indicators.

B. Strategy

9 Manuals and Best practices are used regularly. a b c d e

There are Morning or Evening Meetings in the

10 department where important a b c d e
events/happenings/cases are discussed.

In the Hospital, CMEs and conferences are held

11 regularly to help keep abreast of latest medical a b c d e
developments.

Internet facilities are available to employees for

12 a b c d e
looking up any information.

All members of the hospital are actively involved

13 a b c d e
in looking for better ways of treatment.

295
 C. Culture

14 KM helps to learn new things in the workplace. a b c d e

KM helps to store learning from each new job

15 a b c d e
experience.

Knowledge sharing helps to learn something new

16 a b c d e
every day.

A supportive culture helps to reduce mistakes by

17 a b c d e
sharing best practices and problems.

A supportive culture helps the team to share and

18 a b c d e
discuss ways to prevent repeat of mistakes.

A culture of trust helps to make better and

19 a b c d e
informed decisions.

A culture of trust helps in making the decision

20 a b c d e
making process simpler.

Timely information regarding new treatments and

21 a b c d e
drugs improves performance.

296
 SECTION B

ORGANIZATIONAL LEARNING

A. Technology

Technology links all members to one another and

22 a b c d e
to all relevant external portals.

Technology creates an institutional memory that is

23 a b c d e
accessible to the entire hospital.

The hospital fosters development of human-

24 a b c d e
centered information technology.

It supports collaboration and is used by Hospital

25 a b c d e
employees.

Information systems are real-time, integrated, and

26 a b c d e
smart.

27 KM helps to bring new ideas to the organization. a b c d e

IT helps employees by keeping them updated

regarding their field by facilitating knowledge
28 a b c d e
sharing across the hospital as well as on social
networks.

B. Process

Successful practices and cases from other

29 departments are studied and lessons incorporated a b c d e
in the processes to improve efficiency.

New processes are created and existing work

30 processes are altered based on new innovations a b c d e
and developments.

297
 Useful improvements in treatment plans, new drug
trials or clinical diagnosis are quickly
31 a b c d e
incorporated to improve our work methods and
procedures.

Important updates regarding new procedures help

32 a b c d e
to treat patients in a better manner.

Using KM processes, knowledge improves which

33 a b c d e
helps individual to perform better.

Innovating work processes by shared learning

34 a b c d e
helps to improve decision making process.

C. Sharing

Senior doctors in this hospital also use KM

35 a b c d e
platforms to share new ideas.

Senior doctors and staff share their experiences

36 a b c d e
and advice through KM practices.

New employees are encouraged to use knowledge

37 portal and knowledge bank to learn how things are a b c d e
done.

Sharing practices help HoDs to provide useful

38 a b c d e
feedback that helps to increase learning.

Seniors in this hospital encourage others to share

39 a b c d e
best practices and learning experiences.

40 It is easier to browse Knowledge bank. a b c d e

KM portals are used to coordinate with other

41 a b c d e
teams to meet organizational objectives.

298
 Knowledge sharing platforms are used to get all
42 a b c d e
the relevant work information from others .

The Knowledge sharing platforms help to create

43 awareness and support for hospital’s mission a b c d e
statement.

Knowledge Gaps are systematically identified and

44 a b c d e
well-defined processes are used to close them.

A sophisticated and ethical knowledge gathering

45 a b c d e
mechanism has been developed.

The organization has formalized the process of

46 transferring best practices, including a b c d e
documentation and lessons learned.

Tacit knowledge (what employees know how to

47 do, but cannot express) is valued and transferred a b c d e
across the organization.

Knowledge bank is regularly used to figure out

48 a b c d e
ways to improve the work processes.

Knowledge sharing processes are used to share

49 problems and errors so that corrective action can a b c d e
be taken.

299
 SECTION C

PERFORMANCE

KM helps people to learn in the organization and

50 a b c d e
this helps in improving performance.

Use of KM practices help employees to share best

51 a b c d e
practices thereby reducing the learning curve.

New employees use knowledge bank and portal to

52 a b c d e
learn quickly thereby improving productivity.

Hospital productivity has improved after increased

53 a b c d e
learning due to KM practices.

Knowledge sharing helps to work more efficiently

54 a b c d e
thereby improving performance.

Well defined KM practices helps to improve

55 a b c d e
performance by providing faster patient care.

SECTION D

Name

Age 25-35 years 36-45 years Above 46 years

Hospital

300
 PATIENT SATISFACTION QUESTIONNAIRE
Dear Respondents,

As part of my Ph.D research in Jammu University, I am conducting a survey that

investigates aspect related to medical care and facilities received by you during your
visit to hospitals. The study will be submitted in the University of Jammu in the form
of Ph.D thesis. I will be highly obliged, if you would please complete the following
questionnaire. Any information obtained in connection with this study will remain
confidential; and in any written reports or publication, no one will be identified and
only group data will be presented. You are free to withdraw your participation at any
time. If you have any questions about the research, please contact me at my email id –
msharma72@gmail.com.

Thank you very much for your kind cooperation.

Meenakshi Mangotra

University of Jammu,

Jammu

SECTION A

Please mark your responses below depending on the degree to which you agree with
the statements.

SA - Strongly agree A - Agree U - Uncertain D - Disagree SD - Strongly

Disagree

A. Ease and Convenience

SN SA A U D SD

1 The admission process to this hospital is easy. 1 2 3 4 5

It is easy to get medical care in an

2 emergency. 1 2 3 4 5

There is a long waiting time at the doctor's

3 office. 1 2 3 4 5

301
4 It is hard to get medical care on short notice. 1 2 3 4 5

The office hours for medical care are

5 convenient. 1 2 3 4 5

The medical specialists are available in this

6 hospital. 1 2 3 4 5

7 There is a long wait for emergency treatment. 1 2 3 4 5

8 This hospital is very conveniently located. 1 2 3 4 5

B. Expertise of Doctors and other staff

SA A U D SD

Doctors are thorough in treating and

9 examining the patients. 1 2 3 4 5

The hospital has all facilities to provide

10 complete medical care. 1 2 3 4 5

11 Sometimes doctors do not diagnose properly. 1 2 3 4 5

Doctors check everything carefully when

12 treating and examining patients. 1 2 3 4 5

The medical staff knows about the latest

13 medical developments. 1 2 3 4 5

Doctors never expose the patients to

14 unnecessary risk. 1 2 3 4 5

15 Some of the doctors lack experience. 1 2 3 4 5

Doctors rarely give me advice about ways to

16 avoid illness and stay healthy. 1 2 3 4 5

302
 C. General Satisfaction with hospital
facilities

The medical care received is very

17 satisfactory. 1 2 3 4 5

18 The treatment cost is not very high. 1 2 3 4 5

19 The medical visit costs are affordable. 1 2 3 4 5

There is not much financial burden of the

20 medical care. 1 2 3 4 5

There are certain things that need to be

21 improved in the hospital. 1 2 3 4 5

Doctors do not spend much time on each

22 patient. 1 2 3 4 5

23 The hospital provides excellent medical care. 1 2 3 4 5

Doctors take time to examine the patients

24 properly. 1 2 3 4 5

D. Behavior towards Patients

25 Doctors explain the reason for medical tests. 1 2 3 4 5

26 The doctors are respectful to patients. 1 2 3 4 5

27 The doctors listen to the patients properly. 1 2 3 4 5

The nurses/staff take genuine interest in the

28 patient. 1 2 3 4 5

Sometimes doctors use difficult language to

29 explain things. 1 2 3 4 5

30 1 2 3 4 5
Caregivers should pay more attention to

303
 patient privacy.

Doctors listen carefully to what patients have

31 to say. 1 2 3 4 5

Doctors usually help in explaining the

32 treatment. 1 2 3 4 5

Nurses and other staff are polite to the

33 patients. 1 2 3 4 5

SECTION B

Name

Age Below 30 years 31-60 years Above 60 years

Hospital

Occupation Government employee Private sector Unemployed/Retired

304