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Article
Publication date: 27 August 2020

Timothy J. Vogus, Andrew Gallan, Cheryl Rathert, Dahlia El-Manstrly and Alexis Strong

Healthcare delivery faces increasing pressure to move from a provider-centered approach to become more consumer-driven and patient-centered. However, many of the actions…

Abstract

Purpose

Healthcare delivery faces increasing pressure to move from a provider-centered approach to become more consumer-driven and patient-centered. However, many of the actions taken by clinicians, patients and organizations fail to achieve that aim. This paper aims to take a paradox-based perspective to explore five specific tensions that emerge from this shift and provides implications for patient experience research and practice.

Design/methodology/approach

This paper uses a conceptual approach that synthesizes literature in health services and administration, organizational behavior, services marketing and management and service operations to illuminate five patient experience tensions and explore mitigation strategies.

Findings

The paper makes three key contributions. First, it identifies five tensions that result from the shift to more patient-centered care: patient focus vs employee focus, provider incentives vs provider motivations, care customization vs standardization, patient workload vs organizational workload and service recovery vs organizational risk. Second, it highlights multiple theories that provide insight into the existence of the tensions and how they may be navigated. Third, specific organizational practices that engage the tensions and associated examples of leading organizations are identified. Relevant measures for research and practice are also suggested.

Originality/value

The authors develop a novel analysis of five persistent tensions facing healthcare organizations as a result of a shift to a more consumer-driven, patient-centered approach to care. The authors detail each tension, discuss an existing theory from organizational behavior or services marketing that helps make sense of the tension, suggest potential solutions for managing or resolving the tension and provide representative case illustrations and useful measures.

Details

Journal of Service Management, vol. 31 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 15 May 2017

Sandra C. Buttigieg, Adriana Pace and Cheryl Rathert

The purpose of this paper is to give a comprehensive and updated analysis of the available literature on hospital dashboards.

Abstract

Purpose

The purpose of this paper is to give a comprehensive and updated analysis of the available literature on hospital dashboards.

Design/methodology/approach

A search of the current literature was performed by searching electronic databases, including Google Scholar, EBSCO and Medline, as well as books.

Findings

In all, 48 manuscripts consisting of peer reviewed articles, conference proceedings, case reports and text books were included in this review.

Practical implications

Despite the numerous advantages of performance dashboards, several authors have mentioned a number of challenges. It was evident from the literature that any setting requires significant effort, especially to ensure the quality of data being collected. In fact, significant investment, both in terms of financial and human resources, is required to achieve an effective dashboard. Furthermore, most of the studies available in the literature were individual case reports or anecdotal accounts rather than empirical studies. Thus, further research is required to ascertain the effectiveness of performance dashboards. In view of these findings, each organisation should make its own decisions whether or not to adopt performance dashboards.

Originality/value

Most of the literature is fragmented as it reports the use of different types of dashboards, namely strategic, tactical and operational, as separate tools. This literature review contributes to knowledge as it brings together the different types of dashboards and the cascading effect of one dashboard onto another in order to achieve and retain organisational alignment with the overall strategic goals.

Details

Journal of Health Organization and Management, vol. 31 no. 3
Type: Research Article
ISSN: 1477-7266

Keywords

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Book part
Publication date: 23 February 2015

Sandra C. Buttigieg, Cheryl Rathert, Thomas A. D’Aunno and Grant T. Savage

This commentary argues in favor of international research in the 21st century. Advances in technology, science, communication, transport, and infrastructure have…

Abstract

Purpose

This commentary argues in favor of international research in the 21st century. Advances in technology, science, communication, transport, and infrastructure have transformed the world into a global village. Industries have increasingly adopted globalization strategies. Likewise, the health sector is more internationalized whereby comparisons between diverse health systems, international best practices, international benchmarking, cross-border health care, and cross-cultural issues have become important subjects in the health care literature. The focus has now turned to international, collaborative, cross-national, and cross-cultural research, which is by far more demanding than domestic studies. In this commentary, we explore the methodological challenges, ethical issues, pitfalls, and practicalities within international research and offer possible solutions to address them.

Design/methodology/approach

The commentary synthesizes contributions from four scholars in the field of health care management, who came together during the annual meeting of the Academy of Management to discuss with members of the Health Care Management Division the challenges of international research.

Findings

International research is worth pursuing; however, it calls for scholarly attention to key methodological and ethical issues for its success.

Originality/value

This commentary addresses salient issues pertaining to international research in one comprehensive account.

Details

International Best Practices in Health Care Management
Type: Book
ISBN: 978-1-78441-278-4

Keywords

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Book part
Publication date: 23 February 2015

Abstract

Details

International Best Practices in Health Care Management
Type: Book
ISBN: 978-1-78441-278-4

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Book part
Publication date: 24 February 2015

Abstract

Details

International Best Practices in Health Care Management
Type: Book
ISBN: 978-1-78441-279-1

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Book part
Publication date: 23 February 2015

Abstract

Details

International Best Practices in Health Care Management
Type: Book
ISBN: 978-1-78441-278-4

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Book part
Publication date: 29 July 2009

Abstract

Details

Biennial Review of Health Care Management: Meso Perspective
Type: Book
ISBN: 978-1-84855-673-7

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Book part
Publication date: 23 February 2015

Abstract

Details

International Best Practices in Health Care Management
Type: Book
ISBN: 978-1-78441-278-4

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Book part
Publication date: 7 October 2011

Abstract

Details

Biennial Review of Health Care Management
Type: Book
ISBN: 978-0-85724-714-8

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Book part
Publication date: 23 February 2015

Abstract

Details

International Best Practices in Health Care Management
Type: Book
ISBN: 978-1-78441-278-4

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