Healthcare service quality in the USA has gained importance under value-based payment models. Providing feedback to front-line staff is a vital component of managing…
Healthcare service quality in the USA has gained importance under value-based payment models. Providing feedback to front-line staff is a vital component of managing service performance, but complex organizational dynamics can prevent effective communication. This work explored the performance management of appointment desk staff at Mayo Clinic Arizona, identified barriers to effective management and sought to standardize the process for monitoring service performance.
Multiple data sources, including qualitative inquiry with 31 employees from the primary care and surgery departments, were used. The research was conducted in two phases – facilitated roundtable discussions with supervisors and semi-structured interviews with supervisors and staff six months after implementation of service standards. Participants were probed for attitudes about the service standards and supervisor feedback after implementation.
While all staff indicated a positive work environment, there was an unexpected and pervasive negative stigma surrounding individual feedback from one’s supervisor. Half the participants indicated there had been no individual feedback regarding the service standards from the supervisor. Presenting service standards in a simple, one-page format, signed by both supervisor and the patient service representative (PSR), was well received.
Combining rapid-cycle quality improvement methodology with qualitative inquiry allowed efficient development of role-specific service standards and quick evaluation of their implementation. This unique approach for improving healthcare service quality and identifying barriers to providing individual feedback may be useful to organizations navigating a more value- and consumer-driven healthcare market.
Since the 80s of the last century in German Sociology, a discussion has taken place referring to the question of the persistence of class‐related social inequality or new…
Since the 80s of the last century in German Sociology, a discussion has taken place referring to the question of the persistence of class‐related social inequality or new socio‐cultural concepts, such as life‐style of social milieu, in order to describe and analyse different patterns of attitudes and behavior. However, it would be more fruitful to analyse fields where class or life‐style are more appropriate in describing the segmentation of the social world. In this article, we address the question whether different choices of holidays can better be predicted by a measure of social class or a life‐style typology, developed on the basis of different dimensions of everyday taste. As a result, it can be shown that the predictive power of life‐style in the field of holiday behavior is about three times as strong as social class.