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The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India.

The study employs questionnaire‐survey approach to obtain the perceptions of patients and attendants. The instruments developed have been validated using tests for reliability, validity and uni‐dimensionality. Data collected have been analyzed by using statistical techniques such as bi‐variate correlation and multiple regression.

Patients and attendants treat the interpersonal aspect of care as the most important one, as they cannot fully evaluate the technical quality of healthcare services. The study also revealed that the hospital service providers have to understand the needs of both patients and attendants in order to gather a holistic view of their services.

Results of the study are dependent on the nature and number of respondents, i.e. the study has captured only the perceptions of service receivers – patients and attendants; and sample size of the study – 204 patients and 204 attendants – due to limited response rate and other operational constraints.

The present study allows the hospital administrators to benchmark their hospitals with those of their competitors by comparing the mean values of the dimensions of SQ. The study also allows a comparison of the performance of government and private hospitals in terms of the services offered.

The study conceptualizes hospital SQ as an eight‐dimensional framework. Further, it also presents the relationship between SQ and CS in Indian Government and private hospitals.

We identify the key social and political forces that brought about the Self Managed Attendant Service Direct Funding Pilot (SMAS-DFP). Attendant Services are services for people with physical disabilities (PWD) to assist with daily activities. Direct Funding means that individuals obtain funds through direct funding mechanisms and/or through third parties. Self-direction refers to consumers who know their attendant service needs and can instruct workers to meet these needs. Self-management refers to (PWD) who are employers under the law and are legally responsible for hiring, training, scheduling and paying their attendants. Our analysis of the success of the SMAS-DFP is based on pre-conditions and facilitating elements. The pre-conditions were the: (1) existence of social movements; (2) precedents to direct funding programs; (3) prior experience with the governance of attendant services; and (4) government health reform. Five elements facilitated the SMASD-FP: (1) a clear vision by the community; (2) a core group of leaders; (3) supporters of the SMAS-DFP came from inside and outside of the community; and (4) supporters provided key resources to be used and to deal with barriers. PWD successfully led the pilot (1994–1997) and continue to administer the expanded government program (began 1998).

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”).

Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality.

Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed.

This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors.

This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)‐perceived healthcare quality.

The purpose of this paper is to explore the terms used in the Macmillan Dictionary and the Oxford English Dictionary to identify the people who are paid to provide care to the elderly and check their presence in a corpus – professional home care (PHC) – of three UK-based specialised websites.

This study is based on the frameworks and methods of corpus-assisted Discourse Analysis (Baker, 2006). The terms were extracted from a corpus of British websites of companies providing PHC services.

This study highlights that in the PHC corpus, the words “caregiver” and “carer” are used as synonyms at the level of popular communication, whereas “care assistant” and “care worker” are used for intra-specialistic communication. The analysis also points out the variations in terminology observed in the corpora that are intended for different communication contexts, e.g. how professionals define themselves compared to how external actors identify them.

This paper provides insight into the terminological aspects of caregiving in the professional field through a corpus-based study on specialised terminology integrating lexicographic considerations. This methodological framework can capture the sociolinguistic attitudes of speakers.

In this chapter, we examine the unique and heightened negative impacts of the COVID-19 pandemic through tracing how the preexisting social conditions of exclusion and precarity in which many disabled people live, effected access to safe, affordable, and accessible housing in Canada. We then illustrate the reverberating impacts housing choices have on how people with disabilities lived, lived well, and how they faced barriers to living well during the COVID-19 pandemic.

Using an intersectional livelihoods approach, we analyzed semi-structured interviews and focus groups with 32 diverse people with disabilities, 12 key informant semi-structured interviews, as well as academic and community literature and a social media scan of key disability advocacy organizations in Canada.

Pandemic-related policies in Canada often excluded people with disabilities, either overlooking barriers to access and safety, which exacerbated the already precarious livelihoods of people with disabilities or over-emphasized the usefulness of social adaptions such as work from home. These exclusions had more profound consequences for people with disabilities from historically marginalized groups, as they often faced increased barriers to livelihoods pre-pandemic, and disability- or care-specific policies failed to consider intersectional experiences of discrimination. People with disabilities formed communities of care to meet their needs and those of their loved ones.

To achieve a responsive policy response that addresses the cascading impacts of risk and care, it is necessary for governments to engage, early and often, with people with disabilities, disability leaders and organizations in emergency planning and beyond.

Over 3 million intermittently employed and socially disadvantaged workers receive low wages and limited benefits in diverse long-term care settings and employment arrangements as they try to become a positively valued unified occupation: “direct care workers.” Before this occurs, these workers must overcome negative definitions imposed by three powerful institutions: professional guilds, employers, and states. Care workers’ legitimacy is challenged as nursing labels them “unlicensed, assistive personnel,” defining them in terms of their task relationship to nurses rather than their social relationship to clients. Care workers’ identity is obscured as corporate rationalization nullifies their unique contributions with task unbundling, part-time work, short staffing, and turnover undermining bonding with colleagues and clients. State regulation impedes care workers’ integration, segmenting similar workers under different regulatory regimes, defining workers negatively rather than by their educational attainments and competencies. Overcoming this triple negation will require not just cultural change, but also real structural changes, and can occur only through concerted actions involving coalitions. Labor market intermediaries, public authorities, labor unions, workforce investment boards, philanthropic organizations, and government interagency groups are among those supporting direct care workers’ advancement by strategically coordinating licensing, purchasing, and developing the workforce. Recent federal policy changes and health reform legislation have enhanced recognition of this occupation and are providing new resources for its development.

The purpose of this paper is to explore career identity within the aged care sector.

The research employs a descriptive interpretive methodology using 32 in-depth, semi-structured interviews.

This paper shows that social processes and occupational and professional status issues shape career identity in an aged care context. Individuals seek positive career identities through emphasising job fit in relation to their personal experience and values in order to counteract the impact of “taint”.

This study was based in one organisation. Future research could explore its findings in the context of multiple organisations, and include the concept of career identity in other low status, “tainted” occupations, such as childcare, in order to develop a more complete understanding of identity construction processes.

The findings suggest that aged care providers could employ a values-driven approach to recruitment, complementary to pay and career development, to enhance recruitment and retention of aged care employees. Universities and professional bodies could consider more active use of aged care student placements to highlight the opportunities that aged care offer to new graduates in allied health professions.

This paper extends our understanding of career identity in relation to “taint” and “dirty work” in the context of two occupational groups in the understudied sector of aged care.

The paper describes the size, nature and trends in home care, including telemedicine and hospital at home, emphasising the independent sector's contribution and highlighting the importance of home care to health and social care. It identifies a funding and capacity crisis, outlines the likely impact of any further reduction and explores contributory recruitment, training and commissioning practice issues.

This qualitative narrative review aims to identify and evaluate the potential, challenges and pitfalls of pay-for-performance (P4P) schemes for the home care of adults with a disability. Due to a limited experimentation with P4P schemes in the context of the home and disability care sectors, the authors conducted a narrative review focusing on related areas of care, primarily nursing home care, to better understand the effectiveness of P4P schemes as a care intervention and evaluate the challenges associated with the introduction of these schemes.

The authors employed a narrative review approach to examine the effectiveness of P4P schemes as a care intervention. The approach included a manual content analysis of the relevant academic and grey literature, focusing on the potential, challenges and pitfalls of P4P for care funders and providers.

There is some, albeit limited, evidence from other related areas of care to support the effectiveness of P4P to improve the quality of care or the efficiency of its delivery for the home care sector. The results of prior studies are, however, often mixed and inconclusive, due to flaws with the design of schemes, including the nature of the incentives. Limited duration and poor-quality evaluations have further hampered the ability of studies to demonstrate the effectiveness of P4P schemes, which diminishes the credibility of these care interventions. When undertaken systematically, there seems to be some evidence that P4P can work; however, it requires careful design, implementation, measurement and evaluation.

Based on the challenges associated with the successful implementation of P4P schemes, the authors identified lessons for the design, implementation, measurement and evaluation of P4P schemes for care funders and policymakers.

This study critically evaluates the potential of P4P as a care intervention for the home care and disability sectors. By evaluating the potential, challenges and pitfalls associated with P4P in related areas of care, the study provides guidance to home care funders, providers and policymakers in care settings.

The purpose of the current study is to assess the efforts to control fraud in the home health care industry in the USA by examining the problems that criminal justice officials confronted in their attempts to control home health care fraud and abuse.

Attention is given to the history of the home health care industry in the USA, the types of fraud found in the health care field in general, and the officials who are given the duty of controlling health care fraud.

The results of this study suggest that the problems fraud control officials face in their response to home health care offenders are similar to those confronted in the response to white‐collar offending, but also similar to those confronted in the response to many conventional offenses.

Highlights the problems in controlling fraud and abuse in the US home care health field.