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The scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a comprehensive conceptual model for practitioners and researchers.

This research employs a comprehensive review of available literature by using multiple keywords on different electronic repositories using the recommendations of the PRISMA approach for the selection of articles. A critical analysis of available studies helped in compiling a list of core service quality dimensions in healthcare services.

This paper presents a comprehensive account of different dimensions and their measurement items used by various researchers to assess service quality in healthcare systems. Most of the researchers have used SERVQUAL model either in its original or modified form while the others have proposed and used totally different dimensions to assess the service quality in healthcare. Many dimensions are just an existing dimension of SERVQUAL that has undergone a name change while others are completely new. The dimensions used by many researchers have items drawn from more than one dimension of SERVQUAL model. The availability of so many dimensions and models adds to the confusion that researchers and practicing managers experience when determining the appropriate model to be used in their work. To mitigate this confusion, there is a need to develop a comprehensive model; the current work is an attempt to meet this need. Through our analysis, we identify four major service quality dimensions: clinical quality, infrastructural quality, relationship and managerial quality and propose a model named CIRMQUAL.

After exploring all available models in the domain of healthcare, this research presents the best possible areas to enhance the quality of healthcare services. It also enhances the research insights for academicians and working professionals by developing and proposing a comprehensive model for measuring healthcare service quality. The proposed model covers almost all of the service quality dimensions used by other researchers and will make the choice of dimensions/model easy for the future researchers/practitioners interested in measuring and improving the quality of services offered by their healthcare units. Such a comprehensive model has not been developed by any researcher thus far.

The purpose of this paper is to understand the components of a high-quality prison healthcare system and the impact, ten-years on, of the transfer of accountability in England, from a justice ministry to a health ministry.

A rapid evidence review was undertaken, which included a review of 82 papers and qualitative interviews with key informants. The concepts and themes identified were summarised and analysed through a framework analysis, designed to improve population outcomes and address health inequalities. The use of a rapid evidence assessment, rather than a systematic review methodology, the use of abstracts (rather than full-text articles) to extract the data, and limiting the search strategy to articles published in the English language only might mean that some relevant research papers and themes were not identified. The need for the evidence to be produced within a limited time frame and with limited resources determined these pragmatic approaches.

The review found that English prison healthcare has undergone “transformation” during this period, leading to increased quality of care through organisational engagement, professionalisation of the healthcare workforce, transparency, use of evidence-based guidance and responsiveness of services. The review also highlighted that there is still room for improvement, for example, relating to the prison regime and the lack of focus on early/preventive interventions, as well as specific challenges from limited resources.

Time and resource constraints meant a rapid evidence review of papers in the English language was undertaken, rather than a systematic review. This might mean relevant papers have been missed. The review also only covered a small number of countries, which may limit the transferability of findings. The lack of quantitative data necessitated the use of qualitative data gathered from key informants. However, this enabled a good understanding of current practice.

The review findings support the World Health Organisation position on the value of integrated prison and public health systems in improving quality of healthcare. It also recommends future policy needs to take account of the “whole prison approach” recognising that healthcare in prisons cannot operate in isolation from the prison regime or the community.

This is unique research which has great value in supporting prison reform in England. It will also be of interest internationally due to the paucity of data in the published peer-reviewed literature on the impact of commissioning models on healthcare or health outcomes.

The purpose of this paper is to investigate connections and overlaps between health lean management (HLM) and clinical risk management (CRM) understanding whether and how these two approaches can be combined together to pursue efficiency and patient safety improvements simultaneously.

A systematic literature review has been carried out. Searching in academic databases, papers that focus not only on HLM, but also on clinical errors and risk reduction, were included. The general characteristics of the selected papers were analysed and a content analysis was conducted.

In most of the papers, pursing objectives of HLM and CRM and adopting tools and practices of both approaches, results of quality and, particularly, of safety improvements were obtained. A two-way arrow between HLM and CRM emerged but so far, none of the studies has been focused on the relationship between HLM and CRM.

Results highlight an emerging research stream, with many useful theoretical and practical implications and opportunities for further research.

The study aimed to develop a reliable and valid instrument that could be used to assess the age-friendly Public Health Center Satisfaction (APHCS) among older people.

A cross-sectional study was performed to assess the psychometric properties of the scale. The study was conducted in Manado City, Indonesia, from August to November of 2019 using stratified random sampling. A review of the literature and content analysis identified subscales and items to be included in the instrument. The 268 participants aged = 60 years were completed for psychometric evaluation with a response rate of 83.8%. Data were analyzed with descriptive statistics, Exploratory Factor Analysis (EFA), Cronbach's Alpha, t-test, one-way ANOVA, and Person/Spearmen correlations.

The final scale consists of a three-factor structure with 16 items, which were accounted for 68.99% of the total variation in response. The Cronbach's alpha of the total APHCS was 0.88, which indicated the high reliability and acceptance of the instrument. Also, the concurrent validity was demonstrated by the significant differences in mean and associations among the APHCS scale, the age-friendly Public Health Center (PHCC) utilization, and individual variables, with r ranging from −0.13 to 0.30 (p < 0.05).

Older people are more likely to use PHCCs than others, and they have higher expectations about health services. This study has highlighted the need for action on the quality of healthcare by providers and national authorities. High-quality primary healthcare that sees clients as partners, considering the needs and capacities of elderly clients should be provided as standard. The APHCS scale can enhance our understanding of elderly satisfaction toward the age-friendly PHCC program. Also, the instrument can be used for monitoring and measuring institutions, which is a basis for policymakers to improve and develop the age-friendly PHCC program.

The APHCS scale is a valid and reliable instrument for getting information about the satisfaction of the elderly toward the age-friendly PHCC program.

The article seeks to contribute to a better understanding of older people's situation in the labour market in three Baltic countries – Estonia, Latvia and Lithuania. Three Nordic countries are taken as a reference point to compare the countries in order to better understand the situation from a comparative point of view. The article asks the questions: Does a longer working life for older people contribute to their better economic situation? How satisfied are they with a longer working life and their working conditions? Do they experience any discrimination in the labour market because of their age?

In order to understand the situation of older people in the labour market, the authors employ welfare state models and the Active Ageing Index. The welfare state models help us to understand the context in which the working life of older people is taking place. The Active Ageing Index helps to gain a better understanding of the employment domain of active ageing. The analysis is based on several Europe-wide data sources: statistics on earnings from Eurostat database, information on income, job prospects, occupational safety and health, training, working life perspectives from the European Working Conditions Survey as well as a special survey, conducted by the authors, of Lithuanian, Latvian and Estonian residents aged 50 years and older.

Analysis conducted reveals that in the Baltic countries older employees, although actively participating in the labour market, face unfavourable material, physical and psychological situation in the labour market more frequently than their younger colleagues. The findings show that the most important factors influencing older employees' decision to stay longer in the labour market in the Baltic countries are linked mostly to welfare state-related issues, i.e. financial benefits, healthcare, possibility to reconcile work and family obligations. These welfare state-related issues are even more important for those who are going to stay longer in the labour market after reaching the retirement age.

This article contributes to a better understanding of older (50+) people's situation in the labour market. It suggests that, while the increasing employment of older people increases the Active Ageing Index and is generally viewed positively, in some countries with less developed welfare states high employment rates of older employees, although providing them with an additional means of livelihood, do not ensure a higher quality of life and, on the contrary, act as a factor reducing the quality of work and, at the same time, the quality of life.

Pharmaceutical pricing has always been a contentious issue around the world. Recently, the Government of Malaysia has proposed for drug price control. This proposal has received backlash from pharmaceutical industry. Therefore in this study, the authors would like to examine the position of various stakeholders on this issue.

The authors used Policy Maker software to identify and evaluate the position of the stakeholders, their interest and their power. Next, the authors contextualize the factors that might contribute to the success or failure of the policy using Kingdon's multiple stream analysis.

The authors found that the drug price control regulation received mixed reactions from the stakeholders, with the public sector mainly supporting the proposal whereas the private sectors opposing it. The findings indicate that the drug price control proposal have a high chance of success due to strong political will from both the government and the opposition and also strong support from the public and the consumer groups.

1. The drug price control proposal received strong political will and strong public support. Thus, it has a high chance of success. 2. The government should be careful in managing concentrated powerful groups. The government should strategically engage with the stakeholders to move them to more positive attitude. 3. The government should avoid backtracking on policies as this will portray critical weakness to other stakeholders.

The public sector provides strong support for the regulation. However, this support must be maintained and remain as their top priority. Their opinions are important in shaping health policies. The public's feedback will provide transparency and accountability in the policy-making process.

The findings indicate that the drug price control proposal have a high chance of success due to strong political will from both the government and the opposition and also strong support from the public and the consumer groups.

This paper aims to highlight the importance of leadership development for all physicians within a competency-based medical education (CBME) framework. It describes the importance of timely international collaboration as a key strategy in promoting physician leadership development.

The paper explores published and Grey literature around physician leadership development and proposes that international collaboration will meet the expanding call for development of leadership competencies in postgraduate medical learners. Two grounding frameworks were used: complexity science supports adding physician leadership training to the current momentum of CBME adoption, and relational cultural theory supports the engagement of diverse stakeholders in multiple jurisdictions around the world to ensure inclusivity in leadership education development.

An international collaborative identified key insights regarding the need to frame physician leadership education within a competency-based model.

International collaboration can be a vehicle for developing a globally relevant, generalizable physician leadership curriculum. This model can be expanded to encourage innovation, scholarship and program evaluation.

A competency-based leadership development curriculum is being designed by an international collaborative. The curriculum is based on established leadership and education frameworks. The international collaboration model provides opportunities for ongoing sharing, networking and diversification.

This paper aims to describe the evolution of Sanokondu, highlighting the rationale, achievements and lessons learnt from this initiative. Sanokondu is a multinational community of practice dedicated to fostering health-care leadership education worldwide. This platform for health-care leadership education was conceived in 2014 at the first Toronto International Summit on Leadership Education for Physicians (TISLEP) and evolved into a formal network of collaborators in 2016.

This paper is a case study of a multinational collaboration of health-care leaders, educators, learners and other stakeholders. It describes Sanokondu’s development and contribution to global health-care leadership education. One of the major strategies has been establishing partnerships with other educational organizations involved in clinical leadership and health systems improvement.

A major flagship of Sanokondu has been its annual TISLEP meetings, which brings various health-care leaders, educators, learners and patients together. The meetings provide opportunities for dialog and knowledge exchange on leadership education. The work of Sanokondu has resulted in an open access knowledge bank for health-care leadership education, which in addition to the individual expertise of its members, is readily available for consultation. Sanokondu continues to contribute to scholarship in health-care leadership through ongoing research, education and dissemination in the scholarly literature.

Sanokondu embodies the achievements of a multinational collaboration of health-care stakeholders invested in leadership education. The interactions culminating from this platform have resulted in new insights, innovative ideas and best practices on health-care leadership education.