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The purpose of this paper is to explore an identified medication error using a root cause analysis and a clinical case study.

In this paper the authors explore a medication error through the completion of a root cause analysis and case study in an aged care facility.

Research indicates that medication errors are highly prevalent in aged care and 40 per cent of nursing home patients are regularly receiving at least one potentially inappropriate medicine (Hamilton, 2009; Raban et al., 2014; Shehab et al., 2016). Insufficient patient information, delays in continuing medications, poor communication, the absence of an up-to-date medication chart and missed or significantly delayed doses are all linked to medication errors (Dwyer et al., 2014). Strategies to improve medication management across hospitalisation to medication administration include utilisation of a computerised medication prescription and management system, pharmacist review, direct communication of discharge medication documentation to community pharmacists and staff education and support (Dolanski et al., 2013).

Discussion of the factors impacting on medication errors within aged care facilities may explain why they are prevalent and serve as a basis for strategies to improve medication management and facilitate further research on this topic.

The purpose of this paper is to show how firms can enhance their service quality to increase customer satisfaction and thus financial performance? In answer to this question, four factors (i.e. employees, perceived service quality, customers, and financial performance) are critical to the success of service firms. The purpose of this research is to provide a research framework that examines relationships among employees, perceived service quality, customers, and financial performance.

This research develops valid and reliable instruments to measure employee training, a shared understanding, perceived service quality, customer satisfaction, and financial performance. Structural equation modelling is employed to test hypotheses following the research framework.

Drawing on a sample of 129 hotels, the results of this research show that employee training has an influence on perceived service quality. A shared understanding among employees plays a critical role in enhancing perceived service quality. In addition, customer satisfaction mediates between perceived service quality and financial performance.

This research illustrates that management may keep the consistency and reliability of perceived service quality by increasing the capability of employees through training and a shared understanding. In the literature, the relationship between perceived service quality and financial performance has shown a mixed picture; both positive and negative influences. This research provides empirical evidence that customer satisfaction mediates between perceived service quality and financial performance. This research may help service firms understand how the important elements (i.e. employees, customers, perceived service quality, and financial performance) interact to influence the overall performance.