Search results

Drawing upon the stimulus-organism-response model, this study aims to explore the impact of soft aspects of service quality on revisit intention through the mechanism of perceived empathy.

For the examination of the hypothesized relationships, the study adopts structural equation modelling to analyse the data of 562 respondents (i.e. 281 family members and 281 inpatients).

The empirical results suggest that service quality increased family member empathy perception, which, in turn, improved inpatients’ revisit intentions.

Past studies have focused on the roles of overall service quality. The authors have extended the literature by examining the specific but important aspect of service quality and its effects on emotional response. Importantly, the study explains that the affective reactions of a patient’s family, fastened with perceived empathy, have a central role in influencing the patients’ subsequent reactions. Moreover, the prior studies collected the data either from hospital employees or patients. However, in the present study, the authors used a unique sample (family members as well as patients) to have a deeper understanding. Thus, the study enhances the literature on the stimuli-response (i.e. service quality – revisit intentions) relationship in the context of service marketing in general and health care in specific. Important academic and managerial contributions and recommendations for future research are discussed.

Social prescribing is a model of integrated care, in which primary healthcare staff can link patients to the social care sector. However, social prescribing can occur in different forms. To better understand the concept of social prescribing, this literature review examines the role of the link workers, activities and target groups.

A literature review was conducted. Studies before May 2020 were considered. In total, 1,700 studies were identified using the databases Pubmed, PsycInfo, Cinahl, Web of Science and Cochrane Library. After eligibility checks, 16 studies were included in the final analysis.

A few studies warned of a deeper engagement of the link worker due to service dependency, but most studies encouraged an active and supportive role of the link worker. Participants engaged in social, physical and counseling activities. The majority of studies emphasized the importance of linking group activities with personal preferences and identity needs. The main target groups were composed of individuals with psychosocial needs, but some studies also included patients with physical or mental illnesses.

Social prescribing is widely advocated as an innovative model of integrated care. However, few studies have looked into the complex system of social prescribing. This study analyzes the linking processes, activities and target groups in extant social prescribing programs.

For leadership and management of Western health systems, good quality relationships are a fundamental cornerstone of organising health and social care (H&SC) delivery, delivering benefits across organisations and communities. The purpose of this paper is to explore the extant management, H&SC literature, grounded in older people care, reveal behaviours, processes and practices that if readily identified across a context will support healthy relationships across the “whole system” of stakeholders.

An academic/practitioner group designed and guided a scoping literature review of the H&SC and broader management literature to identify and extract important behaviours, processes and practices underlying the support of high-quality relationships. A search strategy was agreed and key health and management databases were interrogated and 51 papers selected for inclusion. Working with the practitioners, the selected papers were coded and then organised into emergent themes.

The paper outlines the relational behaviours, processes and practice elements that should be present within an older peoples care community, to support a healthy relational environment. These elements are presented under the five emergent literature themes of integrity, compassion, respect, fairness and trust. These five topics are examined in detail. A way forward for building statements using the review material, that may be applied to reveal relational patterns within older people care, is also explored and outlined.

All literature reviews are subject to practical decisions around time, budget, scope and depth restraints. Therefore potentially relevant papers may have been missed in the review process. The scoping review process adapted here does not seek to make any major considerations with regards to the weighting of evidence behind the primary research.

This paper contributes to a growing need for designers of health systems to more fully understand, measure and draw on the value of relationships to help bridge the gap between diminishing resources and the expanding demand on H&SC services.

Social prescribing (SP) is an emerging area of public health that has the potential to alleviate pressure on primary care by offering non-clinical solutions to health problems. Whilst there is an increasing body of literature exploring service design and impact, there is little research that focuses specifically on the SP workforce. The purpose of this paper is to explore routes into SP, worker’s experiences of the sector and potential career progression.

For this qualitative study, semi-structured interviews were conducted with eight members of the SP workforce with varying levels of responsibility from within six different organisations in an urban/suburban area of South West England. Interviews were analysed using thematic analysis.

Pathways into the sector were varied, and those without direct experience often brought transferable skills from other professions. Careers in SP were clearly rewarding, and some providers had established good support structures for staff. However, some participants were in need of additional training in areas such as collaborative working and staff management. Staff working at a more senior level – particularly in community-based organisations – seemed less well supported overall, with limited career progression. Staff in such organisations also reported working beyond contractual hours.

This study has revealed inconsistencies between the experiences of staff in some community organisations vs those associated with larger, more established services. It has also highlighted a need for further training and capacity building in some areas. These findings may be of interest to those commissioning or funding SP services in the future.

The purpose of this paper is to examine the effect of patient participation on patient satisfaction and the subsequent effect on patient behavior outcomes

The research employs self-administered survey method to test hypotheses. The convenience sampling approach is used to collected data from 410 patients in metropolitan cities of India. The data are analyzed using SmartPLS to test the proposed model.

The results shows patient participation is positively related to behaviour outcomes and patient confidence and satisfaction mediate the effect of patient participation on adherence.

The study was limited to a small sample which may somewhat limit generalization of the findings. However, the findings, based on primary data, are insightful. Second, the current study was cross-sectional in nature, whereas a longitudinal study could had measured changes in perceptions over an extended time period.

The results provide interesting insights about the significance of patient participation in positive behavior outcome. These insights will enable health care professionals and government to formulate a suitable policy through which to encourage patient participation in health treatment regimes.

The paper demonstrates the influence of patient participation on behavior. There has been little research on this aspect in the Indian context to date, so this study offers an important guideline to the health care industry in relation to introducing customer empowerment into health care regimes.

The purpose of this paper is to investigate the efficiency levels of the decision‐making units within the public hospital laboratories in using their supply chain towards meeting the satisfaction of doctors.

Data were collected from two senior laboratory administrators and 30 doctors of two hospital laboratories in Malaysia using two sets of structured questionnaires, which comprised of two dimensions, i.e. doctor satisfaction dimension (DSD) and supply chain inputs (SCI). The dimensions of DSD and SCI were developed and that SCI has been relabeled as hospital laboratory inputs (HLI) to suit the nature of current study. The resulting data were positioned on an importance‐performance matrix. By using the data envelopment analysis software, the efficient frontier for both hospital laboratories was calculated under different scenarios.

Results reveal that one of the laboratories satisfies doctors efficiently using the present levels of HLI for each scenario while the other failed.

The paper focuses only on two hospital laboratories.

The findings offer insights on the important dimensions of DSD and HLI that the hospital laboratories should concentrate on when measuring doctor satisfaction through the utilization of resources they possess. This will undoubtedly lead to better hospital‐doctor‐patient relationships.

Many prior supply chain studies have focused on patient satisfaction. This paper is probably one of the first attempts that comprehensively examines satisfaction from the perspective of doctors.

In Canada, integrated care pilot projects are often implemented as a local reform strategy to improve the quality of patient care and system efficiencies. In the qualitative study reported here, the authors explored the experiences of healthcare professionals when first implementing integrated care pilot projects, bringing together physical and mental health services, in a community hospital setting.

Engaging a qualitative descriptive study design, semi-structured interviews were conducted with 24 healthcare professionals who discussed their experiences with implementing three integrated care pilot projects one year following project launch. The thematic analysis captured early implementation issues and was informed by an institutional logics framework.

Three themes highlight disruptions to established logics reported by healthcare professionals during the early implementation phase: (1) integrated care practices increased workload and impacted clinical workflows; (2) integrating mental and physical health services altered patient and healthcare provider relationships; and (3) the introduction of integrated care practices disrupted healthcare team relations.

Study findings highlight the importance of considering existing logics in healthcare settings when planning integrated care initiatives. While integrated care pilot projects can contribute to organizational, team and individual practice changes, the priorities of healthcare stakeholders, relational work required and limited project resources can create significant implementation barriers.

Purpose – Academic campuses in India in recent years have witnessed an increase in the proportion of older people due to the rise in the age of superannuation of faculty and their cohabitation with older parents. However, such campuses continue to have a skewed program which favor the needs of the younger population. For the present study, a residential academic campus equipped with a health care facility was selected to understand the challenges of the family caregivers of older people residing in it.

Methodology/Approach – Exploratory in-depth interviews were conducted with 154 family caregivers. Secondary data were obtained from the campus hospital records.

Findings – Data revealed that family caregivers experienced various challenges in providing older care in the campus due to unavailability of paid supportive caregivers, lack of community support, and inadequate housing. Though the academic campus has a health care facility, the entitlement rights to it varies among the older people in campus. While the campus health facility was not congenial for family caregiving, it was utilized as a space for providing long-term care. This chapter suggests the need to extend a public heath model of family caregiving in campus.

Research limitations/implications – The study has implication for modifying similar academic campuses in India for facilitating family caregivers of older people.

Originality/Value of Paper – This is the first study of its kind which explored the challenges of family caregiving for older people in academic campuses in India.

Drawing on social identification theory, this research aims to explore an important mechanism – patients’ perceived empathy from a hospital, which is defined as caring, individualized attention provided by the hospital – that explains how service quality influences patients’ loyalty to the hospital.

This study adopts a structural equation modelling framework to estimate the mediation relationship between service quality and patient loyalty using two studies based on hospital employees and patients.

In Study 1, hospital staff survey data showed that service quality enhanced patients’ perceived empathy from the hospital. In Study 2, the authors confirmed and extended the findings of Study 1 by using patient survey data that suggested that patients’ empathy mediated the relationship between service quality and patients’ loyalty to the hospital.

The results of the two studies suggested that service quality increased patients’ empathy, which in turn improved patients’ loyalty to a hospital. The results extend the customer loyalty literature by exploring the critical antecedents and mechanisms of customer loyalty in the healthcare context. The studies interpret healthcare phenomena from the service aspect of fulfilling patients’ unique needs and providing a good hospital service experience. Moreover, the authors offer an insightful approach to explaining the service quality–patient loyalty linkage in the healthcare industry. Important theoretical and managerial contributions and suggestions for future research are discussed.

The purpose of this paper is to analyze the relationship between empathy and social responsibility (SR) practices in a university organization in Brazil during the COVID-19 pandemic in 2020.

The research was qualitative, using case study methodology. The case study was about the Brazilian organization Ânima Educação, which is the greatest among the five largest publicly traded education companies in Brazil. Secondary data collection and content analysis was carried out.

As emotional response toward the problems caused by the pandemic, the company's leadership adopted an empathic behavior, allowing traces of its empathic culture to emerge. Empathy was expressed through the implementation of SR practices aimed at workers (policy of not firing in the first two months of the pandemic), at students (provision of technological apparatus, online classes, physical/psychological assistance and negotiation of late fees) and at the society (assistance to the elderly).

It was concluded that empathy can be taken as the emotional motivator for companies to engage in SR practices, especially in extreme circumstances in society, as the economic and health challenges that the world is experiencing with the COVID-19 pandemic nowadays. SR practices, in turn, can foster even more empathy in organizations, mobilizing leaders and their respective groups in the creation and implementation of new practices, thus demonstrating that the relationship between empathy and SR practices is a “two-way street.”