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Article
Publication date: 1 June 1996

Keith Hurst

Discusses five elements of patient‐focused care (PFC). Clarifies issues surrounding the first element ‐ aggregating patients ‐ and debates the strengths and weaknesses of…

Abstract

Discusses five elements of patient‐focused care (PFC). Clarifies issues surrounding the first element ‐ aggregating patients ‐ and debates the strengths and weaknesses of the second element ‐ centralizing services in PFC units. Explores arguments for and against the third element ‐ multiskilling and cross‐training ‐ including staff activity in conventional hospitals and PFC units, in depth. Discusses the structure of PFC teams and their management. Describes the main components of the fourth PFC element ‐ integrated carepaths ‐ and explores their role in clinical audit, computerization and seamless care. Examines the costs of PFC by comparing actual with expected costs. Makes managerial, clinical, educational and research implications throughout for staff working in or with PFC units.

Details

Journal of Management in Medicine, vol. 10 no. 3
Type: Research Article
ISSN: 0268-9235

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Article
Publication date: 5 August 2014

Bodil Wilde-Larsson, Marianne Inde, Annika Carlson, Gun Nordström, Gerry Larsson and Ingrid Rystedt

– The purpose of this paper is to evaluate an organizationally oriented, patient-focused care (PFC) model's effects on care quality and work climate.

Abstract

Purpose

The purpose of this paper is to evaluate an organizationally oriented, patient-focused care (PFC) model's effects on care quality and work climate.

Design/methodology/approach

The study has a before-after (PFC implementation) design. The sample included 1,474 patients and 458 healthcare providers in six participating wards before and after PFC implementation, plus five additional randomly chosen wards, which only featured in the post-assessment.

Findings

No pre-post differences were found regarding care perceptions or provider work climate evaluations. Statistically significant improvements were noted among provider care evaluations. Using aggregate-level ward data, multiple regression analyses showed that high adherence to PFC principles and a positive work climate contributed significantly to variance among care quality ratings.

Research limitations/implications

Among healthcare providers, questions related to specific PFC aspects during evenings, nights and weekends had to be dropped owing to a low response rate.

Practical implications

An important requirement for both practice and research is to tailor PFC to various health and social care contexts.

Originality/value

The study is large-scale before-after PFC model review, where patient and provider data were collected using well-established measurements.

Details

International Journal of Health Care Quality Assurance, vol. 27 no. 7
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 11 April 2016

Jennifer L. Welbourne, Ashwini Gangadharan and Celina A. Esparza

The purpose of this paper is to examine whether emotion- and problem-focussed employee coping styles affect the relationship between workplace incivility and job attitudes…

Abstract

Purpose

The purpose of this paper is to examine whether emotion- and problem-focussed employee coping styles affect the relationship between workplace incivility and job attitudes (job satisfaction, sense of community), and whether these effects vary by gender.

Design/methodology/approach

Survey methodology was used to obtain self-report data from a sample of 314 working adults (90 percent Hispanic, 62 percent female) enrolled in courses at a public university.

Findings

Targets of workplace incivility experienced lower job satisfaction and sense of community at work. Employees who typically used problem-focussed coping (PFC) to respond to work stressors experienced greater negative outcomes associated with incivility. Mixed results were found for employees who typically engaged in emotion-focussed coping (EFC) at work: frequent use of avoidant coping and religious coping buffered against the impact of incivility, however, support seeking coping styles strengthened the negative outcomes associated with incivility. These effects varied by gender.

Practical implications

The results highlight the benefits of two EFC styles (religious coping, avoidance coping) in the context of workplace incivility. The findings also indicate limitations of PFC and support seeking coping in the context of incivility. Accordingly, the authors make suggestions for managers to facilitate employees to overcome problems of incivility.

Originality/value

Few studies have investigated qualities that enable employees to effectively manage incivility. Further, the role of coping styles in relation to incivility is relatively unexplored. To address these gaps, the authors examined the extent to which PFC and EFC styles impact the relationship between incivility and work attitudes.

Details

Journal of Managerial Psychology, vol. 31 no. 3
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 1 December 1997

Keith Hurst

Multi‐skilling has been the most enduring element of patient‐focused care in the UK. A recent report from the Manchester University Health Service Management Unit (HSMU…

Abstract

Multi‐skilling has been the most enduring element of patient‐focused care in the UK. A recent report from the Manchester University Health Service Management Unit (HSMU) extended the multi‐skilling debate and offered a framework for changing National Health Service workforce policy along multi‐skilling lines. Examines the main HSMU issues in the light of broader empirical and other evidence. Assesses the strengths, weaknesses, opportunities and threats to multi‐skilling. Concludes that multi‐skilling protagonists still face a number of challenges.

Details

Health Manpower Management, vol. 23 no. 6
Type: Research Article
ISSN: 0955-2065

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Article
Publication date: 26 April 2011

Jing Zhang and Josée Bloemer

Value congruence (VC) (the similarity between personal and object‐relevant values (such as a product or service)) rarely appears in studies of services, despite its…

Abstract

Purpose

Value congruence (VC) (the similarity between personal and object‐relevant values (such as a product or service)) rarely appears in studies of services, despite its importance for affective commitment. Existing research also neglects moderator variables. The purpose of this paper is to explore the impact of VC on affective commitment to service brands and examine the moderating effects of selected psychological, situational, and demographic characteristics in two services contexts.

Design/methodology/approach

Four retail clothing brands and four major bank brands provide input for the empirical research. In total, 1,037 respondents completed an online questionnaire with items pertaining to VC, affective commitment, preference for consistency (PFC), switching costs (SC) and demographics.

Findings

The positive impact of VC on affective commitment is stronger when the levels of PFC and SC are higher. Demographic characteristics of consumers, including gender, age, and education, do not moderate the effect of VC on affective commitment.

Practical implications

Increasing VC for all consumers may not be sufficient to secure consumer affective commitment. Instead, service providers should focus on consumers with high levels of PFC or create situations with high SC.

Originality/value

The paper demonstrates how PFC, SC and demographics moderate the relationship between VC and affective commitment.

Details

Journal of Service Management, vol. 22 no. 2
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 1 March 2004

Dwayne D. Tannant and Caigen Wang

Simple discrete element models using PFC2D models with bonded assemblies of particles were used to numerically simulate direct tension and block punching tests on thin…

Abstract

Simple discrete element models using PFC2D models with bonded assemblies of particles were used to numerically simulate direct tension and block punching tests on thin spray‐on tunnel liner materials to gain insight about the liner support mechanisms. PFC2D input parameters were calibrated such that the rupture load and elongation at rupture were similar to the laboratory test data. The calibrated model of the liner material was then used to simulate a liner around a highly stressed tunnel in rock where stresses caused extensive fracturing near the top of the tunnel. The effect of the liner was analysed by modelling the tunnel with and without the liner and showed that the liner had minimal impact on fracture propagation in the rock because of the liner's highly deformable nature. However, the liner was able to retain the fractured rock in place.

Details

Engineering Computations, vol. 21 no. 2/3/4
Type: Research Article
ISSN: 0264-4401

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Article
Publication date: 1 December 1997

Karin Newman

Drawing on the author’s personal experience within the UK National Health Service, outlines at the macro level what information is needed, and why, in facilities…

Abstract

Drawing on the author’s personal experience within the UK National Health Service, outlines at the macro level what information is needed, and why, in facilities management. Suggests that top‐level data gathering is a priority, describes the processes required, and finally considers the advantages of sharing information with competitors and others.

Details

Journal of Management in Medicine, vol. 11 no. 6
Type: Research Article
ISSN: 0268-9235

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Article
Publication date: 11 April 2016

Annie H. Liu, Richa Chugh and Albert Noel Gould

The purpose of this paper is to examine how the cognitive appraisals, coping choices and behavioral responses by business-to-business (B2B) sales professionals confronting…

Abstract

Purpose

The purpose of this paper is to examine how the cognitive appraisals, coping choices and behavioral responses by business-to-business (B2B) sales professionals confronting the acutely stressful experience of losing a customer, and their pursuit of justice in the win-back process, influences reacquisition outcomes. The paper further examines the role of sales experience as a moderator between coping choices and successful win back.

Design/methodology/approach

In all, 98 critical incidents were reported by sales professionals from B2B firms across various industries. NVivo 9, content analysis and logistic regression were used to analyze the data.

Findings

The results show that problem-focused coping (PFC) and pro-active responses positively affect win-back outcome. By contrast, emotion-focused coping (EFC) and re-active responses have a negative association with customer reacquisition. The findings also show that sales experience moderates the relationship between levels of EFC and win-back outcomes. Specifically, for sales professionals with low levels of EFC, sales experience helps improve chances of winning back lost customers. But for sales professionals using higher levels of EFC, more sales experience decreases win-back probability. Additionally, the findings show that procedural, interactional and distributive justice all contribute to successful customer reacquisition.

Research limitations/implications

The few published studies of how B2B sales professionals deal with customer defections reveal a mixture of bereavement and drivenness in striving for new accounts. The authors’ focus and findings on the use of PFC and EFC strategies, justice mechanisms and the uneven role of experience in responding to this stressful context suggests that there is much to be gained from additional research. Specifically, probes into how sales professionals may be inadvertently skewed to EFC behaviors by either overly simplistic training systems, learning- versus performance-based incentives or their experience with prior customer defections.

Practical implications

The findings highlight the importance of PFC strategies and the delivery of procedural, interactional and distributive justice strategies to productively adapt to customer defections, activate switch back behavior and win back lost customers. Sales force training systems need to address the increased churning in B2B markets and integrate win-back procedures in sales training programs so that sales professionals do not default to EFC and/or strive for new accounts when facing the stress of customer defection.

Originality/value

The findings contribute to customer defection management and sales literature by integrating coping and justice theories in exploring sales professionals’ cognitive appraisals and coping responses to the acute stress of losing a current customer.

Details

European Journal of Marketing, vol. 50 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 December 1998

Waleed M. Al‐Shakhaa and Mohammed Zairi

The success ofIn recent years, there has been significant interest in the application of continuous quality improvement (CQI) and total quality management (TQM), and…

Abstract

The success ofIn recent years, there has been significant interest in the application of continuous quality improvement (CQI) and total quality management (TQM), and patient‐focused care (PFC) in health care organisations around the globe. The hospital industry has substantially embraced the concepts of CQI and TQM with the belief that these concepts and programmes will lead to an improvement in both the quality and efficiency with which health services are delivered. The objective of this article is to achieve better outcomes in health care services with fewer resources by studying the implementation of patient‐focused care in the health care provision context and particularly in the area of pharmaceutical care management as an integrated process in the delivery of health care in a hospital setting. The changes in health care provision have in many instances meant that the provision of pharmaceutical services needed re‐assessing.

Details

Health Manpower Management, vol. 24 no. 6
Type: Research Article
ISSN: 0955-2065

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Article
Publication date: 11 September 2017

Muhammad Ali, Syed Ali Raza and Chin-Hong Puah

This paper aims to investigate the factors affecting intentions to select Islamic credit cards in Pakistan by using the theory of reasoned action (TRA) model. In general…

Abstract

Purpose

This paper aims to investigate the factors affecting intentions to select Islamic credit cards in Pakistan by using the theory of reasoned action (TRA) model. In general, bank customers are aware of credit card facility, but the leading factors to select Islamic credit cards are particularly unexplored. Due to this fact, the study examined the effect of subjective norm (SN) and attitude (ATT) with the inclusion of new construct, namely, perceived financial cost (PFC) to predict the intention of customers about the Islamic credit card in Pakistan.

Design/methodology/approach

Sample data were conveniently drawn from the bank customers with the help of a self-administered survey based questionnaire, which was consisted over five-point Likert scale. The study uses a sample of 492 bank customers located in the biggest city of Pakistan. Out of these responses, only 466 responses were used in the analysis, while the remaining responses were ignored due to missing data and incomplete responses. The data were analyzed through factor and regression analysis.

Findings

Findings from regression analysis suggest that SN and ATT show positive and significant impact on intentions to select an Islamic credit card, while PFC has a negative impact on intentions to select Islamic credit cards. Moreover, SN was found to be the most influential factor to predict the selection of Islamic credit card.

Research implications

This study has some practical implications for the academicians and Islamic bank managers. Through this research, bank managers can educate their customers about Islamic credit and financial products. Not only this, they should develop a strategy for the awareness of Islamic banking products through social networking and other marketing modes. On the other side, this study laid a foundation for future researchers to explore additional predictors of Islamic credit card. Their empirical work will provide a help to benefit and understand customers’ financial knowledge.

Originality/value

Islamic credit facility is entirely new in Pakistan and lacking with empirical support. Therefore, this investigation contributes to the existing body of knowledge by providing a comprehensive explanation on the Islamic credit card service in Pakistan.

Details

Journal of Islamic Marketing, vol. 8 no. 3
Type: Research Article
ISSN: 1759-0833

Keywords

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