scholarly journals Influence of healthcare institution managers' proactive approach to communication activities on patient satisfaction

2010 ◽  
Vol 67 (4) ◽  
pp. 267-271 ◽  
Author(s):  
Vinka Filipovic ◽  
Slavica Cicvaric ◽  
Velimir Stavljanin ◽  
Vesna Damnjanovic ◽  
Zoran Radojicic ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Public Relations ◽  
Positive Attitude ◽  
Healthcare Services ◽  
Healthcare Institution ◽  
Healthcare Sector ◽  
Ratio Test ◽  
Main Research ◽  
Proactive Approach

Background/Aim. Over the recent years customer satisfaction program as a tool for patient satisfaction has been recognized as an important issue in healthcare services. The aim of this preliminary study was to explore an influence of healthcare institution managers' approach and attitudes to marketing and public relations activities (communication activities), in the context of implementation of customer satisfaction programs, on patient satisfaction. Methods. The study was conducted among managers from different state-owned healthcare institutions (healthcare centers, clinics, hospitals) in Serbia. The structured questionnaire form, comprising both open and closed questions, was used as a main research tool. The total number of sent questionnaires was 120; 56 questionnaires were sent back, while 49 of them were valid. Results. It was shown that 42.9% of healthcare institutions apply proactive media approach, and that 35.7% of the organizations have a person who, besides his/her basic engagements, performs activities connected with marketing and public relations. Using Chi-square likelihood ratio test it is confirmed that these activities have a significant role in supporting customer satisfaction program implementation (p < 0.05). The results showed that in 69.4% cases, positive attitude of healthcare institutions managers toward marketing and public relations activities had positive influence on patient satisfaction (p < 0.05). Conclusion. Managers in healthcare sector in Serbia who used proactive approach toward media and who had already institutionalized communication activities with external stakeholders have a positive attitude to implementation of customer satisfaction program. Furthermore, managers' attitude toward communication activities has influence on patient satisfaction.

scholarly journals Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector

2020 ◽  
Vol 16 (1) ◽  
pp. 71-87
Author(s):  
Muzna Ashfaq ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Pearson Correlation ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Private Hospitals ◽  
Quality Healthcare ◽  
Effective Strategies ◽  
Regression Techniques

This study examines role of quality of service as a predictor of customer satisfaction in private hospitals. Using a sample of customers of selected private hospitals in Karachi, this study used reliability statistics, Pearson correlation analysis, and OLS regression techniques to analyse the data. The results show that private hospitals are trying to deliver healthcare service that is at par with the expected standards set by their customers. The findings of this study will help management of these hospitals to develop and implement appropriate and effective strategies that would be helpful in delivering quality healthcare services to the patients.

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

scholarly journals Factors affecting patient satisfaction in the health care sector in Serbia

2018 ◽  
Vol 146 (9-10) ◽  
pp. 506-511 ◽  
Author(s):  
Vesna Damnjanovic ◽  
Radmila Janicic ◽  
Vesna Jovanovic
Keyword(s):  
Patient Satisfaction ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Influential Factors ◽  
Care Staff ◽  
Healthcare Sector ◽  
Process Technology ◽  
Admission Process ◽  
Factors Affecting ◽  
Technology Tools

Introduction/Objective. The aim of this paper was to highlight and understand factors that influence the quality of healthcare services in Serbia in private and public health institutions. Methods. The data was collected during May of 2017 and June of 2017 through an on-field questionnaire. Out of 500 questionnaires in total, 406 were completed and returned, resulting in a response rate of 81.2%. Results. The following four most influential factors for patient satisfaction in Serbia?s healthcare sector were identified: admission process, doctor care, staff care, and technology tools. Conclusion. The model describes that 66.2 variance for the doctor care variable is based on three constructs: admission process, technology tools, and staff care. The hypothesis that technology tools will have a positive effect on staff care was not confirmed.

scholarly journals PERFECTING THE MANAGEMENT OF OPERATIONS AT THE MANAGERIAL DEPARTMENT OF A UNIVERSITY HOSPITAL

2019 ◽  
Vol 17 (Suppl.1) ◽  
pp. 412-420
Author(s):  
Petya Slavova
Keyword(s):  
Comparative Analysis ◽  
Balanced Scorecard ◽  
Business Processes ◽  
Healthcare Services ◽  
University Hospital ◽  
Healthcare Institution ◽  
Healthcare Sector ◽  
Medical Assistance ◽  
The Balanced Scorecard ◽  
Study Results

Currently, the share of healthcare services offered in Bulgaria is comparatively smaller than that in the European Union member states, however, the Bulgarian healthcare sector continues to be on the route towards the establishment of the new healthcare system. The leading activities in the sector are the provision of comprehensive healthcare services – improvement of health and disease prevention, outpatient medical assistance, hospital medical assistance (treatment, surgery and post-surgery services). The provision of well-structured and correctly organised business processes, as well as their management are basic economic problems with increasing significance for the management of the healthcare sector. The review of numerous literature sources, useful practices and statistical data shows that there are gaps in the methods pertaining to the issues related to the methods of perfecting the management of business processes within medical institutions. The main objective of this paper is: To present the current state of the management of processes crucial for the healthcare institution and also to prove the usefulness of software tools for perfecting business processes in order to improve their management. Based on this, proposals may be made in order to improve the management of business processes within the healthcare institution. The subject of this paper is the Urology Clinic as part of the management structure of a University Hospital. The data are analysed both in summary and in groups to which comparative analysis is applied. Together with the analysis performed on the study results, comparative analysis is also applied to the results provided prior to the introduction of the Balanced Scorecard (BSc) by the healthcare institution. The comparative analysis is used to find relationships which characterise the applicability of adapted methodology for perfecting the management of business processes through the Balanced Scorecard for the efficiency within the healthcare institution.

Policy Review: Dubai Health Authority’s COVID-19 Rapid Response

2020 ◽  
Vol 5 (Special) ◽  
Keyword(s):  
United Arab Emirates ◽  
Well Being ◽  
Healthcare Services ◽  
Rapid Response ◽  
Policy Implications ◽  
World Health ◽  
Healthcare Sector ◽  
Services Delivery ◽  
First Case ◽  
The World

Dubai Health Authority (DHA) is the entity regulating the healthcare sector in the Emirate of Dubai, ensuring high quality and safe healthcare services delivery to the population. The World Health Organization (WHO) declared COVID-19 a pandemic on the 11th of March 2020, indicating to the world that further infection spread is very likely, and alerting countries that they should be ready for possible widespread community transmission. The first case of COVID-19 in the United Arab Emirates was confirmed on 29th of January 2020; since then, the number of cases has continued to grow exponentially. As of 8th of July 2020 (end of the day), 53,045 cases of coronavirus have been confirmed with a death toll of 327 cases. The UAE has conducted over 3,720,000 COVID-19 tests among UAE citizens and residents over the past four months, in line with the government’s plans to strengthen virus screening to contain the spread of COVID-19. There were vital UAE policies, laws, regulations, and decrees that have been announced for immediate implementation to limit the spread of COVID- 19, to prevent panic and to ensure the overall food, nutrition, and well-being are provided. The UAE is amongst the World’s Top 10 for COVID-19 Treatment Efficiency and in the World’s Top 20 for the implementation of COVID-19 Safety measures. The UAE’s mission is to work towards resuming life after COVID-19 and enter into the recovery phases. This policy research paper will discuss the Dubai Health Authority’s rapid response initiatives towards combating the control and spread of COVID-19 and future policy implications and recommendations. The underlying factors and policy options will be discussed in terms of governance, finance, and delivery.

Survey of Cloud Computing in Healthcare Sector

2017 ◽  
Vol 7 (7) ◽  
pp. 337
Author(s):  
S. Karthiga Devi ◽  
B. Arputhamary
Keyword(s):  
Cloud Computing ◽  
Healthcare Providers ◽  
High Volume ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Cloud Infrastructure ◽  
Healthcare Organizations ◽  
Privacy And Security ◽  
Healthcare Data ◽  
Number Of Patients

Today the volume of healthcare data generated increased rapidly because of the number of patients in each hospital increasing.  These data are most important for decision making and delivering the best care for patients. Healthcare providers are now faced with collecting, managing, storing and securing huge amounts of sensitive protected health information. As a result, an increasing number of healthcare organizations are turning to cloud based services. Cloud computing offers a viable, secure alternative to premise based healthcare solutions. The infrastructure of Cloud is characterized by a high volume storage and a high throughput. The privacy and security are the two most important concerns in cloud-based healthcare services. Healthcare organization should have electronic medical records in order to use the cloud infrastructure. This paper surveys the challenges of cloud in healthcare and benefits of cloud techniques in health care industries.

Corrupt Practices in the Public Health Sector: A Focus on Metropolitan Local Government Areas of Kano State, Nigeria

2020 ◽  
Vol 18 (2) ◽  
pp. 149
Author(s):  
Mohammed Mustapha Namadi
Keyword(s):  
Public Health ◽  
Local Government ◽  
Health Sector ◽  
Sampling Technique ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Healthcare Provision ◽  
The Public ◽  
Public Health Sector ◽  
The Government

Corruption is pervasive in Nigeria at all levels. Thus, despite recent gains in healthcare provision, the health sector faces numerous corruption related challenges. This study aims at examining areas of corruption in the health sector with specific focus on its types and nature. A sample size of 480 respondents aged 18 years and above was drawn from the eight Metropolitan Local Government Areas of Kano State, using the multistage sampling technique. The results revealed evidence of corrupt practices including those related to unnecessary-absenteeism, diversion of patients from the public health facilities to the private sector, diverting money meant for the purchase of equipment, fuel and diesel, bribery, stealing of medications, fraud, misappropriation of medications and unjustifiable reimbursement claims. In order to resolve the problem of corrupt practices in the healthcare sector, the study recommended the need for enforcement of appropriate code of ethics guiding the conduct of the health professionals, adoption of anti-corruption strategies, and strengthening the government monitoring system to check corruption in public health sector in order to ensure equitable access to healthcare services among the under-privileged people in the society.

scholarly journals Machine Learning and LPWAN Based Internet of Things Applications in Healthcare Sector during COVID-19 Pandemic

Electronics ◽  
2021 ◽  
Vol 10 (14) ◽  
pp. 1615
Author(s):  
Zeeshan Ali Khan ◽  
Ubaid Abbasi ◽  
Sung Won Kim
Keyword(s):  
Machine Learning ◽  
Internet Of Things ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
K Nearest Neighbors ◽  
Iot Applications ◽  
Processing Resources ◽  
Multiple Services ◽  
Applications Of Machine Learning

Low power wide area networks (LPWAN) are comprised of small devices having restricted processing resources and limited energy budget. These devices are connected with each other using communication protocols. Considering their available resources, these devices can be used in a number of different Internet of Things (IoT) applications. Another interesting paradigm is machine learning, which can also be integrated with LPWAN technology to embed intelligence into these IoT applications. These machine learning-based applications combine intelligence with LPWAN and prove to be a useful tool. One such IoT application is in the medical field, where they can be used to provide multiple services. In the scenario of the COVID-19 pandemic, the importance of LPWAN-based medical services has gained particular attention. This article describes various COVID-19-related healthcare services, using the the applications of machine learning and LPWAN in improving the medical domain during the current COVID-19 pandemic. We validate our idea with the help of a case study that describes a way to reduce the spread of any pandemic using LPWAN technology and machine learning. The case study compares k-Nearest Neighbors (KNN) and trust-based algorithms for mitigating the flow of virus spread. The simulation results show the effectiveness of KNN for curtailing the COVID-19 spread.

scholarly journals Interventions to reduce sickness absence among healthcare workers: a systematic review

2019 ◽  
Vol 8 (2) ◽  
pp. 147-162
Author(s):  
Laura Simmons ◽  
Arwel W. Jones ◽  
Niro Siriwardena ◽  
Christopher Bridle
Keyword(s):  
Systematic Review ◽  
Influenza Vaccination ◽  
Sickness Absence ◽  
Healthcare Workers ◽  
Healthcare Services ◽  
Primary Outcome Measure ◽  
Healthcare Sector ◽  
Intervention Programme ◽  
Content Type ◽  
Multicomponent Intervention

Purpose Sickness absence is a major concern for healthcare services and their employees with healthcare workers having higher sickness absence rates compared to the general population. The purpose of this paper is to systematically review randomised control trials (RCTs) that aimed to reduce sickness absence among healthcare workers. Design/methodology/approach A systematic review was conducted that aimed to include RCTs with study participants who were employed in any part of the healthcare sector. This review included any type of intervention with the primary outcome measure being sickness absence. Findings Seven studies were included in the review and consisted of one exercise-only intervention, three multicomponent intervention programmes, two influenza vaccination interventions and one process consultation. Three studies (exercise-only, one multicomponent intervention programme and one influenza vaccination intervention) were able to demonstrate a reduction in sickness absence compared to control. Research limitations/implications Due to the lack of high-quality evidence, this review identified that there are currently no interventions that healthcare organisations are able to use to effectively reduce sickness absence among their employees. This review also highlights the importance of a standardised measure of sickness absence for healthcare staff, such as shifts. Originality/value To the authors’ knowledge, this is the first systematic review to synthesise such evidence among healthcare workers.

scholarly journals The Role of Value Stream Mapping in Healthcare Services: A Scoping Review

2021 ◽  
Vol 18 (3) ◽  
pp. 951
Author(s):  
Juan A. Marin-Garcia ◽  
Pilar I. Vidal-Carreras ◽  
Julio J. Garcia-Sabater
Keyword(s):  
Scoping Review ◽  
Healthcare Services ◽  
The United States ◽  
Environmental Indicators ◽  
Sustainability Indicators ◽  
Healthcare Sector ◽  
Value Stream Mapping ◽  
Value Stream ◽  
Starting Point

Lean healthcare aims to manage and improve the processes in the healthcare sector by eliminating everything that adds no value by improving quality of services, ensuring patient safety and facilitating health professionals’ work to achieve a flexible and reliable organization. Value Stream Mapping (VSM) is considered the starting point of any lean implementation. Some papers report applications of VSM in healthcare services, but there has been less attention paid to their contribution on sustainability indicators. The purpose of this work is to analyze the role of VSM in this context. To do so, a scoping review of works from recent years (2015 to 2019) was done. The results show that most applications of VSM reported are in the tertiary level of care, and the United States of America (USA) is the country which leads most of the applications published. In relation with the development of VSM, a heterogeneity in the maps and the sustainability indicators is remarkable. Moreover, only operational and social sustainability indicators are commonly included. We can conclude that more standardization is required in the development of the VSM in the healthcare sector, also including the environmental indicators.

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