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1 – 10 of over 18000
Article
Publication date: 1 March 1988

E.M. Rooney and R.S.E. Wilson

The validity of an approach based on a quality system specification developed from BS5750 is considered, with reference to patient care activity in an out‐patient clinic at a…

Abstract

The validity of an approach based on a quality system specification developed from BS5750 is considered, with reference to patient care activity in an out‐patient clinic at a general hospital. The quality systems specification is presented and the application of this system to the clinic and service departments is demonstrated.

Details

International Journal of Health Care Quality Assurance, vol. 1 no. 3
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 6 December 2019

Serkan Altuntas and Semih Kansu

The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes…

1448

Abstract

Purpose

The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes and effects analysis (FMEA) for service quality improvement.

Design/methodology/approach

The SERVQUAL scale is used for service quality measurement, QFD is used for service design and FMEA is used to prevent possible failures during service delivery.

Findings

A case study in a public hospital in Turkey is performed to show how the proposed approach works in practice. The results of the study show that the proposed approach can be used effectively to assess service quality in practice.

Originality/value

Service quality has become an important issue for service enterprises facing a fiercely competitive environment to provide sustainability. This is the first study that applies an integrated methodology based on SERVQUAL scale, QFD and FMEA to service quality improvement.

Details

Kybernetes, vol. 49 no. 10
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 14 March 2016

Sandra Catherine Buttigieg, Prasanta Kumar Dey and Mary Rose Cassar

The purpose of this paper is to develop an integrated patient-focused analytical framework to improve quality of care in accident and emergency (A & E) unit of a Maltese…

1199

Abstract

Purpose

The purpose of this paper is to develop an integrated patient-focused analytical framework to improve quality of care in accident and emergency (A & E) unit of a Maltese hospital.

Design/methodology/approach

The study adopts a case study approach. First, a thorough literature review has been undertaken to study the various methods of healthcare quality management. Second, a healthcare quality management framework is developed using combined quality function deployment (QFD) and logical framework approach (LFA). Third, the proposed framework is applied to a Maltese hospital to demonstrate its effectiveness. The proposed framework has six steps, commencing with identifying patientsrequirements and concluding with implementing improvement projects. All the steps have been undertaken with the involvement of the concerned stakeholders in the A & E unit of the hospital.

Findings

The major and related problems being faced by the hospital under study were overcrowding at A & E and shortage of beds, respectively. The combined framework ensures better A & E services and patient flow. QFD identifies and analyses the issues and challenges of A & E and LFA helps develop project plans for healthcare quality improvement. The important outcomes of implementing the proposed quality improvement programme are fewer hospital admissions, faster patient flow, expert triage and shorter waiting times at the A & E unit. Increased emergency consultant cover and faster first significant medical encounter were required to start addressing the problems effectively. Overall, the combined QFD and LFA method is effective to address quality of care in A & E unit.

Practical/implications

The proposed framework can be easily integrated within any healthcare unit, as well as within entire healthcare systems, due to its flexible and user-friendly approach. It could be part of Six Sigma and other quality initiatives.

Originality/value

Although QFD has been extensively deployed in healthcare setup to improve quality of care, very little has been researched on combining QFD and LFA in order to identify issues, prioritise them, derive improvement measures and implement improvement projects. Additionally, there is no research on QFD application in A & E. This paper bridges these gaps. Moreover, very little has been written on the Maltese health care system. Therefore, this study contributes demonstration of quality of emergency care in Malta.

Article
Publication date: 30 March 2010

Bahareh Amirkalali, Saeed Hosseini, Fatemeh Ramezani, Sara Nejati, Neda Nayebi and Bagher Larijani

The purpose of this paper is first to examine whether standard hospital food met patients' requirements and second, to evaluate the effect of individualized dietary intervention…

279

Abstract

Purpose

The purpose of this paper is first to examine whether standard hospital food met patients' requirements and second, to evaluate the effect of individualized dietary intervention on weight, BMI and body composition of the patients.

Design/methodology/approach

In total, 69 patients (37 in the intervention group and 32 in the control group) were randomly selected. Weight, height and body composition measurements were performed in both groups within 24 h after admission and at discharge. In the intervention group, encouraging with eating and drinking, replacing missed meals with supplements or enteral nutrition were used as strategies to improve dietary intake. Frequency, chi‐square, Wilcoxon and paired t‐test were used to analyze data.

Findings

Before intervention daily energy and protein intake were significantly lower than required amounts in both groups. After intervention energy intake met requirements in the intervention group while it was still less than requirements in the control group. Protein intake met requirements in both groups. There were no significant changes in body weight, BMI and body composition in the intervention group during hospitalization but in the control group weight, BMI and body protein decreased significantly.

Originality/value

This paper shows the importance of individualized dietary intervention to prevent weight and body protein loss of patients during hospitalization.

Details

Nutrition & Food Science, vol. 40 no. 2
Type: Research Article
ISSN: 0034-6659

Keywords

Article
Publication date: 1 September 1999

Paul Gemmel and Roland Van Dierdonck

Admission scheduling is identified as an important strategy to match supply and demand in acute care hospitals. During the last decades, many different theoretical models of…

1603

Abstract

Admission scheduling is identified as an important strategy to match supply and demand in acute care hospitals. During the last decades, many different theoretical models of admission scheduling have been developed, but only a few of them have reached the stage of implementation. Several authors have given some indication that there may be a gap between theory and practice of admission scheduling. In this study we try to describe this gap using a two‐stage research methodology: an extensive literature review in order to determine the theoretical functional requirements for a system that supports the admission scheduling decision and a telephone survey in order to learn more about the admission scheduling practice in Belgian hospitals. The study finds a large gap between the theoretical requirements and the practical application of admission scheduling in hospitals. In summary, most hospitals have not worked out an admission scheduling policy indicating which resources are critical in the scheduling process and how information on the availability of these resources can be captured.

Details

International Journal of Operations & Production Management, vol. 19 no. 9
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 20 July 2010

Rosita Jamaluddin, Nurul Aqmaliza Abd Manan, Aina Mardiah Basri and Muhd Shahrim Ab Karim

The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes.

1660

Abstract

Purpose

The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes.

Design/methodology/approach

An interview‐based questionnaire was used to measure patients' satisfaction (n=70) with the hospital food services. Dietary intake of hospital food was determined through one‐day weighed food intake survey and a food record for non‐hospital food.

Findings

The majority of the patients (98.6 per cent) were satisfied and 1.4 per cent was very satisfied with the food service. Energy (kcal) and protein (g) intakes from hospital food were higher than that of outside food (p<0.05). However, most patients did not obtain their full energy and protein requirements from the hospital food provided. Four food service dimensions were found to be significantly correlated with patients' overall satisfaction (p<0.05).

Research limitations/implications

The questionnaire was adapted from the study by Capra et al. and modified to suit the local food service system, thus the application may be context‐specific. The instrument did not measure factors that influence hospital food consumption, nor did it differentiate between the acceptability of different kinds of food. Also a comparison of patients' acceptance between the plated and bulk trolley system was not conducted in this study.

Practical implications

The results of the study can be used as a basis for decision making and for future planning of the food service system. The findings prompt analytical comparison, between the bulk trolley, and plated systems, in determining patients' preference, and to increase food intake.

Originality/value

Patient satisfaction surveys are regularly conducted in the country but none had ever studied the effectiveness of the bulk trolley system in relation to patients' satisfaction. The findings are noteworthy and, compared with the past literature review, the difference in the way the system is carried out in the country may be the contributing factor regarding patients' satisfaction system.

Details

Leadership in Health Services, vol. 23 no. 3
Type: Research Article
ISSN: 1751-1879

Keywords

Article
Publication date: 17 August 2012

Hsiang Ru Chen and Bor‐Wen Cheng

The purpose of this paper is to integrate the ISO 9001:2008 and blueprints by using a process approach, to have systematic regulation in hospital quality management.

3394

Abstract

Purpose

The purpose of this paper is to integrate the ISO 9001:2008 and blueprints by using a process approach, to have systematic regulation in hospital quality management.

Design/methodology/approach

This study promotes a process approach when developing, implementing, and improving the effectiveness of hospital service quality to enhance patients’ satisfaction by meeting their requirements. This study completes the hospital’s blueprints with the process approach by using case study research methods such as in‐depth interviews with relevant personnel, on‐site observations, and experts’ advice.

Findings

The results of hospital blueprints described in this study comprise five‐plane lines to have systematic regulations. The ISO 9001:2008 process approach and service blueprint are not merely a technological application for medical healthcare services, but rather a fully patient‐driven, technologically integrated, and diligently implemented programme.

Practical limitations

Because of organisational financial confidentiality, this study does not consider the financial performance of the case hospital, and the results of blueprints may be revised afterward.

Originality/value

This paper promotes the adoption of a process approach when developing, implementing, and improving the effectiveness of a hospital outpatient service management system, to enhance outpatients’ satisfaction by meeting their requirements.

Article
Publication date: 10 May 2019

Shefali Srivastava and Gyan Prakash

The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic…

Abstract

Purpose

The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic conditions. Care coordination is defined as a process where physicians, nurses and allied professionals work together to clarify responsibilities, care objectives, treatment plans and discharge plans for delivery of unified care. Patient-centricity is defined as an approach of delivering quality care to patients that focuses on creating a positive experience for them.

Design/methodology/approach

A literature review was used to identify measures of care coordination and then partial least square structural equation modeling was used to assess interrelationship among patient-centricity, measures of care coordination and delivery of quality care.

Findings

Results reveal that care coordinated pathways consist of IT-enabled coordination, interprofessional teamwork, information sharing and facilitative infrastructure requirements and are influenced by patient-centricity. These are deliberate requisites for delivering of quality care. Results of this study present a validated model of care coordination for older people, which may be further explored to refine the concept of care coordination.

Practical implications

Based on these results, practitioners may develop an overarching strategy to deliver seamless care and to achieve better health outcomes. Measures of care coordination may be used as a performance benchmarking tool and will also help in the process mapping of hospitals.

Social implications

This paper highlights how patient-centricity may be achieved by focusing on coordinated care processes. This understanding may help in designing processes, which in turn deliver health as a social good in an effective manner.

Originality/value

Results of this study present such a validated model for care coordination, which can be used by researchers.

Details

Journal of Indian Business Research, vol. 11 no. 4
Type: Research Article
ISSN: 1755-4195

Keywords

Article
Publication date: 24 January 2020

Pradeep Kumar

This study aims to identify the dimensions of patient recovery flexibility in the public healthcare context and its impact on the service experience. The study also explores the…

Abstract

Purpose

This study aims to identify the dimensions of patient recovery flexibility in the public healthcare context and its impact on the service experience. The study also explores the strategies and contextual influences to attain patient recovery flexibility.

Design/methodology/approach

This paper uses a case study method based on a semi-structured interview with healthcare professionals, observations and informal discussions.

Findings

In the present study, several dimensions of patient recovery flexibility are reported. Different internal and external strategies to exhibit patient recovery flexibility, as well as two contextual influences, are identified. An integrative framework is developed to establish the relationship of patient recovery flexibility with service experience in public healthcare.

Research limitations/implications

The study was conducted in a public healthcare setting in India. The sample size for the semi-structured interview was limited to healthcare professionals, and the patient’s perspective is missing.

Originality/value

This paper contributes to the growing need for patient recovery flexibility as a strategy in the public healthcare delivery system. It offers new insights to address the gap in the literature regarding the linkage of patient recovery flexibility and service experience. The study provides an integrative framework of dimensions of patient recovery flexibility, strategies, contextual influences and the impact on the service experience. The framework and propositions presented in the study will guide future research that is needed in this area. This study provides an overview to shape and redesign the after-service support from a flexibility perspective in public healthcare for the improved service experience.

Details

Journal of Asia Business Studies, vol. 14 no. 2
Type: Research Article
ISSN: 1558-7894

Keywords

Open Access
Article
Publication date: 13 August 2021

Juliana Parise Baldauf, Carlos Torres Formoso and Patricia Tzortzopoulos

This paper proposes a method for managing client requirements with the use of Building Information Modelling (BIM). The development of healthcare projects demands a large amount…

2428

Abstract

Purpose

This paper proposes a method for managing client requirements with the use of Building Information Modelling (BIM). The development of healthcare projects demands a large amount of requirements information, in order to deal with a diversity of clients and frequents changes in healthcare services. The proposed method supports healthcare design by adopting a process-based approach for client requirements management, with the aim of improving value generation.

Design/methodology/approach

Design Science Research was the methodological approach adopted in this investigation. The main outcome of this study emerged from an empirical study carried out in a healthcare project in Brazil.

Findings

The proposed method involves three stages: (1) capturing and processing requirements; (2) product and requirements modelling, which involves the connection between requirements and the BIM 3-D model and (3) supporting design solution refinement, through the communication of requirements and the assessment of design in relation to updated client requirements information.

Originality/value

This study explores client requirements management from a process perspective, proposing activities and their interdependences and possible sources of data, including healthcare services information. The main theoretical contributions are related to the understanding of the nature and complexity of the information involved in client requirements management, and how this can be modelled.

Details

Engineering, Construction and Architectural Management, vol. 28 no. 8
Type: Research Article
ISSN: 0969-9988

Keywords

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