PATIENT SATISFACTION WITH HEALTHCARE SERVICES: A CRITICAL REVIEW

2021 ◽  
Vol 6 (12) ◽  
pp. 81-97
Author(s):  
Sibel ORHAN ◽  
Muhammet GÜMÜŞ ◽  
Emine KIZILKAYA ◽  
Ayşenur C EYLAN
Keyword(s):  
Patient Satisfaction ◽  
Critical Review ◽  
Complex Structure ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
Healthcare Systems ◽  
Healthcare Delivery System ◽  
Patient Health ◽  
Satisfaction Measures

As healthcare systems move from pay-per-service to alternative payment models and consumers gain access to more healthcare options, patient satisfaction becomes increasingly important to the financial performance of healthcare providers and to patient health. In this context, patient satisfaction is a complex structure. A critical review of articles published in the Quality Management Journal (QMJ) on patient satisfaction is included to assist researchers and general practitioners. Researchers use the basic holistic quality framework as a preliminary step to evaluate the contributions and shortcomings of studies. In previous studies, it was concluded that the QMJ research focused on patient satisfaction from the perspective of the healthcare delivery system. However, the following criteria are less frequently mentioned: First; to understand patients' perceptions of their experiences and how these perceptions affect satisfaction and perceived quality. The second one is; to determine the expectations of the patients regarding what features should be provided during healthcare services. In this study, first of all, studies in the literature on the subject have been reached, and the findings of the research have been compiled and made into a report. The details of the studies carried out for patient satisfaction measurements and quality practices are tabulated. In this table created for the study, the name of the study, the names of the authors, the type of the study, the problem of the study, the number of participants in the study, the purpose of the study, the analyzes made in the study, where the study was applied, the findings obtained from the study and the results to be obtained from the study are included. As a result, widely used satisfaction measures, including consumer evaluation surveys of healthcare providers and healthcare systems, have fallen short. The study review is expected to guide researchers in developing further research agendas to understand patient satisfaction.

scholarly journals Understanding patient health-seeking behaviour to optimise the uptake of cataract surgery in rural Kenya, Zambia and Uganda: findings from a multisite qualitative study

2021 ◽  
Author(s):  
Stevens Bechange ◽  
Emma Jolley ◽  
Patrick Tobi ◽  
Eunice Mailu ◽  
Juliet Sentongo ◽  
...  
Keyword(s):  
Cataract Surgery ◽  
Visual Impairment ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Health Seeking ◽  
Healthcare Delivery System ◽  
Group Discussions ◽  
Patient Health ◽  
Rural Kenya ◽  
Rural Zambia

Abstract Background Cataract is a major cause of visual impairment globally, affecting 15.2 million people who are blind, and another 78.8 million who have moderate or severe visual impairment. This study was designed to explore factors that influence the uptake of surgery offered to patients with operable cataract in a free-of-charge, community-based eye health programme. Methods Focus group discussions and in-depth interviews were conducted with patients and healthcare providers in rural Zambia, Kenya and Uganda during 2018–2019. We identified participants using purposive sampling. Thematic analysis was conducted using a combination of an inductive and deductive team-based approach. Results Participants consisted of 131 healthcare providers and 294 patients. Two-thirds of patients had been operated on for cataract. Two major themes emerged: (1) surgery enablers, including a desire to regain control of their lives, the positive testimonies of others, family support, as well as free surgery, medication and food; and (2) barriers to surgery, including cultural and social factors, as well as the inadequacies of the healthcare delivery system. Conclusions Cultural, social and health system realities impact decisions made by patients about cataract surgery uptake. This study highlights the importance of demand segmentation and improving the quality of services, based on patients’ expectations and needs, as strategies for increasing cataract surgery uptake.

Postcrisis redevelopment of sustainable healthcare systems

2014 ◽  
Vol 9 (4) ◽  
pp. 247-258 ◽  
Author(s):  
Koren V. Kanadanian, MS ◽  
Constance K. Haan, MD, MS, MA
Keyword(s):  
Healthcare Delivery ◽  
Systems Design ◽  
Healthcare Services ◽  
Healthcare Systems ◽  
Delivery Of Healthcare ◽  
Healthcare Delivery System ◽  
Community Stakeholders ◽  
Proposed Model ◽  
Successful Recovery ◽  
Primary Focus

Objective: Research and field experience have identified a global gap in postdisaster rebuilding of healthcare systems due to the current primary focus on returning devastated community infrastructures to predisaster conditions. Disasters, natural or man-made, present an opportunity for communities to rebuild, restructure, and redefine their predisaster states, creating more resilient and sustainable healthcare systems. Design: A model for sustainable postdisaster healthcare rebuilding was developed by bridging identified gaps in the literature on the processes of developing healthcare systems postdisaster and utilizing evidence from the literature on postdisaster community reconstruction.Results: The proposed model—the Sustainable Healthcare Redevelopment Model—is designed to guide communities through the process of recovery, and identifies four stages for rebuilding healthcare systems: (1) response, (2) recovery, (3) redevelopment, and (4) sustainable development. Implementing sustainable healthcare redevelopment involves a bottom-up approach, where community stakeholders have the ability to influence policy decisions. Relationships within internal government agencies and with public-private partnerships are necessary for successful recovery. Conclusion: The Sustainable Healthcare Redevelopment Model can serve as a guideline for delivery of healthcare services following disaster or conflict and use of crisis as a window of opportunity to improve the healthcare delivery system and incorporate resilience into the healthcare infrastructure.

scholarly journals Impact of COVID-19 Pandemic on Cancer Screening in the United States

Esculapio ◽  
2021 ◽  
Vol 17 (1) ◽  
pp. 3-4
Author(s):  
Sonikpreet Aulakh ◽  
Asher Chanan Khan
Keyword(s):  
United States ◽  
Cancer Screening ◽  
Healthcare System ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
The United States ◽  
Healthcare Systems ◽  
Systematic Evaluation ◽  
The Us

COVID-19 pandemic has exposed vulnerabilities all across the global healthcare systems including those within the United States. A systematic evaluation of these soft spots has been crucial in order to reengineer the healthcare system for enhanced competences and superior quality of care. One area that has been undoubtedly affected is the diagnosis and management of neoplastic diseases. The healthcare system in the US witnessed an instantaneous implementation of a “social distancing” strategy, which was implemented in an effort to flatten the infectivity “curve”. This required an urgent modification in the general administration of healthcare delivery, independent of COVID-19 infection status of a patient. For the non-COVID patients, it meant a shift from in-person to a virtual administration platform.''(Royce et al., 2020) Neither the healthcare providers, nor the patients, or the hospital management were adequately prepared for this sudden transition. Various healthcare services offered through these healthcare systems were required to be triaged based upon patients' assessment of needs into either emergent, urgent or routine/non- urgent. Patients seeking services that fell in the non- urgent/routine clinical visits were encouraged to stay home until the pandemic simmered down/resolved. This strategy was erroneously predicated on a rather short anticipated duration of the pandemic. As expected, cancer screening visits were deemed non- urgent and thus most healthcare facilities in and outside the US suspended these services, inadvertently compromising the timely diagnosis of neoplastic disorders.

Developing a common cloud platform to manage Ghana’s healthcare system. Case study: Ghana Health Service (GHS)

2016 ◽  
Vol 4 ◽  
pp. 6
Author(s):  
Isaac Akuamoah-Boateng Adueni ◽  
James Ben Hayfron-Acquah ◽  
Joseph Kobina Panford
Keyword(s):  
Healthcare Delivery ◽  
Cost Effective ◽  
Healthcare Services ◽  
Healthcare Systems ◽  
Cloud Platform ◽  
Healthcare Delivery System ◽  
Effective Organization ◽  
Available Information ◽  
Cloud Applications

Cloud computing integration into healthcare services can bring about significant benefits economically, and increase the formation and effective organization of integrated healthcare delivery systems. The second section contains data from different sources, takes a gander at cloud applications in healthcare from the perspective of governmental offices, researchers and computer specialists. This work sorts to create a common cloud platform that can be used to manage Ghana’s healthcare delivery system. The application of innovative information technology driven services in healthcare systems has the potential to enhance operational efficiency, provide collaboration and improve patient outcomes. Available information indicates that healthcare services are in dire need of attention with respect to providing efficient, cost effective and timely delivery of healthcare services. It details different shades of opinion, experience, applicability the development, use and integration of cloud technology into healthcare systems.

scholarly journals Monitoring strategies on patient safety practices among healthcare providers at Nakuru county referral hospital, Kenya

2020 ◽  
Vol 7 (8) ◽  
pp. 2938
Author(s):  
Fancy J. Kipkech ◽  
Stanley M. Makindi ◽  
Joseph Juma
Keyword(s):  
Patient Safety ◽  
Clinical Care ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
Referral Hospital ◽  
Healthcare Delivery System ◽  
Cross Sectional ◽  
Safety Practices ◽  
Monitoring Strategies

Background: Quality care is achieved through combined efforts which include integration of all the components within the healthcare delivery system. Patient safety is one of the dimensions of enhancing quality healthcare. It involves increasing the awareness about the errors made due to human factors in the process of delivering healthcare services that may lead to harm and other adverse effects.Methods: This study was on assessment of monitoring strategies on patient safety practices among healthcare providers at Nakuru County Referral Hospital, Kenya. The study was anchored on Donabedian model for assessment of quality of care. The study design was a descriptive cross-sectional study. The sampling technique was purposive, stratified random sampling and proportionate with a sample size of 310 healthcare providers drawn from various departments. Data collection tools were questionnaire, interview schedule and observational checklist. Quantitative data was analysed using descriptive statistics (mean, mode and standard deviation).Results: The results of the study indicated and concluded that there is adherence to standardized clinical care protocols and guidelines as well as continuous and constant surveillance with clear assessments and evaluation of patient safety practices, accurate collection, storage, analysis and sharing of information on patient safety issues.Conclusions: The paper recommends the need for policy reviews on healthcare so as to ensure that patient safety issues are reviewed so as to mitigate risks in handling patients. There is need to establish clear guidelines on monitoring and evaluation standards of patient safety practices.

How Research Will Adapt to HIPAA: A View from Within the Healthcare Delivery System

2002 ◽  
Vol 28 (4) ◽  
pp. 491-502
Author(s):  
Mary L. Durham
Keyword(s):  
Health Information ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
The United States ◽  
Personal Health Information ◽  
Personal Health ◽  
Business Associations ◽  
Electronic Information ◽  
Healthcare Delivery System ◽  
Institutional Review

While the new Health Insurance Privacy and Accountability Act (HIPAA) research rules governing privacy, confidentiality and personal health information will challenge the research and medical communities, history teaches us that the difficulty of this challenge pales in comparison to the potential harms that such regulations are designed to avoid. Although revised following broad commentary from researchers and healthcare providers around the country, the HIPAA privacy requirements will dramatically change the way healthcare researchers do their jobs in the United States. Given our reluctance to change, we risk overlooking potentially valid reasons why access to personal health information is restricted and regulated. In an environment of electronic information, public concern, genetic information and decline of public trust, regulations are ever-changing. Six categories of HIPAA requirements stand out as transformative: disclosure accounting/tracking, business associations, institutional review board (IRB) changes, minimum necessary requirements, data de-identification, and criminal and civil penalties.

Active and Healthy Aging

2017 ◽  
pp. 369-391
Author(s):  
Emine Özmete
Keyword(s):  
Qualitative Research ◽  
Delivery System ◽  
Healthy Aging ◽  
Healthcare Delivery ◽  
Healthcare Services ◽  
Capital City ◽  
Elderly Persons ◽  
Healthcare Delivery System ◽  
Care And Support ◽  
Depth Interviews

This study aims to investigate the difficulties experienced by elderly persons in accessing healthcare services and their satisfaction with issues as regards the healthcare system. In this study, qualitative research was carried out to assess the difficulties regarding the healthcare delivery system and satisfaction with the healthcare services. This qualitative research was performed through in-depth interviews with 6 men and 4 women aged 65+ years, in Ankara, the capital city of Turkey. It was discovered that elderly persons required the support of others to access a doctor, a health institution or hospital and the care and support of others for the regular intake of their drugs with increasing age. They were satisfied with the current family physician program. The most significant challenges experienced by elderly persons regarding the healthcare delivery system included crowded hospitals, difficulty walking, the unavailability of wheel chairs, and inadequate assistance from support staff.

Simulation Modeling of Healthcare Delivery

2011 ◽  
pp. 69-89
Author(s):  
Ian W. Gibson
Keyword(s):  
Simulation Modeling ◽  
Healthcare Delivery ◽  
Healthcare Services ◽  
Healthcare Delivery System ◽  
Scarce Resources ◽  
Power Simulation ◽  
Modeling Analysis ◽  
Management Techniques ◽  
The Cost ◽  
Delivery Models

Healthcare has delivered incredible improvements in diagnosis and treatment of diseases but faces challenges to improve the delivery of services. Healthcare is a complex system using expensive and scarce resources. Benchmarking, experience, and lean management techniques currently provide the basis for developing service delivery models and facility planning. Simulation modeling can supplement these methods to enable a better understanding of the complex systems involved. This provides the basis for developing and evaluating options to provide improved healthcare delivery. Simulation modeling enables a better understanding of the processes and the resources used in delivering healthcare services and improving healthcare delivery systems. Options to improve the cost effectiveness can be evaluated without experimenting with patients. This chapter reviews the current challenges and methods including the use of simulation modeling. Analysis of emergency patient flows through a major hospital shows the capability of simulation modeling to enable improvement of the healthcare delivery system. This chapter enables healthcare managers to understand the power simulation modeling brings to the improvement of healthcare delivery.

Adopting and Implementing Telehealth in Canada

2011 ◽  
pp. 1222-1231
Author(s):  
Penny A. Jennett ◽  
Eldon R. Smith ◽  
Mamoru Watanabe ◽  
Sharlene Stayberg
Keyword(s):  
Health Information ◽  
Best Practice ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Skills Training ◽  
Healthcare Services ◽  
Lessons Learned ◽  
Cultural Barriers ◽  
Statistics Canada ◽  
Government Of Canada

Canada spans 9,976,140 square kilometers and has an approximate population of 32 million people (Statistics Canada, 2001). More than 90% of Canada’s geography is considered rural or remote (Government of Canada, 2001). Despite the highly dispersed population, and, indeed, because of it, Canada is committed to the idea that a networked telehealth system could provide better access and equity of care to Canadians. Growing evidence of the feasibility and affordability of telehealth applications substantiates Canada’s responsibility to promote and to develop telehealth. Telehealth is the use of advanced telecommunication technologies to exchange health information and provide healthcare services across geographic, time, social, and cultural barriers (Reid, 1996). According to a systematic review of telehealth projects in different countries (Jennett et al., 2003a, 2003b), specific telehealth applications have shown significant socioeconomic benefits to patients and families, healthcare providers, and the healthcare system. Implementing telehealth can impact the delivery of health services by increasing access, improving quality of care, and enhancing social support (Bashshur, Reardon, & Shannon, 2001; Jennett et al., 2003a). It also has the potential to impact skills training of the health workforce by increasing educational opportunities (Jennett et al., 2003a; Watanabe, Jennett, & Watson, 1999). Therefore, telehealth has a strong potential to influence improved health outcomes in the population (Jennett et al., 2003a, 2003b). Fourteen health jurisdictions—one federal, 10 provincial, and three territorial—are responsible for the policies and infrastructure associated with healthcare delivery in Canada. This article presents a telehealth case study in one of Canada’s health jurisdictions—the province of Alberta. The rollout of telehealth in Alberta serves as an example of best practice. Significant milestones and lessons learned are presented. Progress toward the integration of the telehealth network into a wider province-wide health information network also is highlighted.

Dimensions of Information and Resource Flow in Healthcare Systems

2007 ◽  
Vol 51 (18) ◽  
pp. 1268-1271 ◽  
Author(s):  
Karim Camille Boustany ◽  
Barrett S. Caldwell
Keyword(s):  
Resource Sharing ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Quality Measurement ◽  
Healthcare Systems ◽  
Spatial Proximity ◽  
Measurement Tool ◽  
Resource Flow ◽  
Four Dimensions ◽  
Types Of Information

This study focuses on classifying human interactions in healthcare delivery in terms of the information and resource flows at multiple levels of analysis. Understanding the characteristic healthcare delivery requirements and communication patterns among healthcare professionals seems to be necessary to effectively support information sharing and coordination. We analyzed communication links between healthcare providers and dissected different types of information and resource flow. We identified four dimensions of information and resource flow: spatial proximity, flow requirement, modality, and flow path. Now that we have set a new methodology to characterize them, we can easily distinguish the various information and resource flow types. When applying these finding in simulating healthcare systems in order to analyze information and resource sharing and coordination, the above four dimensions would serve as attributes of the flowing entities. Finally, we demonstrate that the results of this study are the natural first step towards developing an efficient healthcare quality measurement tool.

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