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An intelligent case-based knowledge management system for quality improvement in nursing homes

King Lun Tommy Choy (Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hung Hom, Hong Kong)
Kai Yuet Paul Siu (Comfort Nursing Home, Taichung, Taiwan)
To Sum George Ho (Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hong Kong)
C.H. Wu (Department of Supply Chain and Information Management, Hang Seng Management College, Shatin, Hong Kong and Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hong Kong)
Hoi Yan Lam (Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hong Kong)
Valerie Tang (Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hong Kong)
Yung Po Tsang (Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hong Kong)

VINE Journal of Information and Knowledge Management Systems

ISSN: 2059-5891

Article publication date: 12 February 2018

1764

Abstract

Purpose

This paper aims to maintain the high service quality of the long-term care service providers by establishing a knowledge-based system so as to enhance the service quality of nursing homes and the performance of its nursing staff continually.

Design/methodology/approach

An intelligent case-based knowledge management system (ICKMS) is developed with the integration of two artificial intelligence techniques, i.e. fuzzy logic and case-based reasoning (CBR). In the system, fuzzy logic is adopted to assess the performance through the analysis of the long-term care services provided, nurse performance and elderly satisfaction, whereas CBR is used to formulate a customized re-training program for quality improvement. A case study is conducted to validate the feasibility of the proposed system.

Findings

The empirical findings indicate that the ICKMS helps in identification of those nursing staff who cannot meet the essential service standard. Through the customized re-training program, the performance of the nursing staff can be greatly enhanced, whereas the medical errors and complaints can be considerably reduced. Furthermore, the proposed methodology provides a cost-saving approach in the administrative work.

Practical implications

The findings and results of the study facilitate decision-making using the ICKMS for the long-term service providers to improve their performance and service quality by providing a customized re-training program to the nursing staff.

Originality/value

This study contributes to establishing a knowledge-based system for the long-term service providers for maintaining the high service quality in the health-care industry.

Keywords

Acknowledgements

The authors would like to thank the Research Office of the Hong Kong Polytechnic University for supporting the current project (Project Code: G-UA7Z).

Citation

Choy, K.L.T., Siu, K.Y.P., Ho, T.S.G., Wu, C.H., Lam, H.Y., Tang, V. and Tsang, Y.P. (2018), "An intelligent case-based knowledge management system for quality improvement in nursing homes", VINE Journal of Information and Knowledge Management Systems, Vol. 48 No. 1, pp. 103-121. https://doi.org/10.1108/VJIKMS-01-2017-0001

Publisher

:

Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

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