Suwaree Charoenmukayananta, Jiruth Sriratanaban, Sarunya Hengpraprom and Chanvit Trarathep
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Customer oriented approach is at present the most important principle in quality management. It becomes particularly significant in the context of offering the society high standard health care services. The aim of the research presented in the paper is to diagnose the functioning of customer oriented approach in Polish hospitals, and in particular actions in respect of meeting customer requirements at the stage of developing and improving health care services. Additional the paper attempts to identify the barriers preventing the inclusion of customer requirements in the process of improvement of health care services. The first paper of the paper presents the essence of customer orientation and defines basic concepts in the context of health care services. Next selected concepts in quality oriented approaches directed at customers are analyzed. The subsequent chapter includes the results of empirical research concerning the application of solutions oriented on the improvement of health care services in the sphere of increasing customer satisfaction in hospital in the Lubuskie Province. In summary, the results of the research are discussed and directions for further research identified.
Until now, the assessment of health care services provided by psychiatric institutions in Latvia has not been carried out and questionnaires to provide assessment from the patient’s perspective have not been adapted. For this study, a questionnaire that has been validated and successfully employed for several years in Norway was chosen to assess patients’ experience and in a psychiatric inpatient setting. The aim of the study was to determine patients’ satisfaction with the quality of mental health care services in Latvia in the subacute inpatient psychiatric ward in Rīga, adapting during this process the PIPEQ-OS (Psychiatric Inpatient Patient Experience Questionnaire) tool in Latvia. The pilot quantitative study was conducted from June 2016 till February 2017. In the study, an anonymous patient self-assessment questionnaire PIPEQ-OS containing 21 questions was used. During the adaptation process, the questionnaire was translated from English into Latvian and Russian and backwards. The quality and compliance of the translation was subsequently tested in cognitive interviews. During the study, 297 patients were discharged from the unit, and 231 of them completed the questionnaire. 12% of the completed questionnaires were not included in data processing due to being incorrectly filled in. Cognitive interviews with 20 patients were carried out; the average length of an interview was 15 minutes. Overall, the translation of the questionnaire proved to be relevant to the research theme. The subsequent factor analysis revealed three significant factors that reached the Cronbach’s alpha index of 0.7. Further studies using socio-demographic data and based on various inpatient units as well as the comparison of satisfaction indicators across different diagnostic groups are needed.
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Burkey M.L., Bhadury J., Eiselt H.A., 2012. A location-based comparison of healthcareservices in four U.S. states with efficiency and equity. Socio-Econnomic Planning Sciences 46(2): 157-163.
This article presents the quality, safety and assessment system as the important tools to supervise the health care organization. Quality is the sum of the properties and characteristics of a product, process or service that is appropriate to meet the complex requirements. In the case of health care is difficult to valuate quality, the universal indicators become useful tool. The development of quality indicators requires collecting of data and their proper processing. The high quality of medical services requires continuous improvement and adaptation to patients’ needs. The quality indicators, for example, refer directly to the effects of therapy and are used to measure the success or failure of the applied therapeutic methods. Measuring the results of activities indicates only the level of quality of the services provided. The data helps to analyze information and improve the quality and safety of health care services.
careservices. Flexible Services and Manufacturing Journal, 10.1007/s10696-016-9252-8 . Fikar C. Hirsch P. 2016 Evaluation of trip and car sharing concepts for home healthcareservices Flexible Services and Manufacturing Journal 10.1007/s10696-016-9252-8
Fikar, C., Juan, A.A., Martinez, E. and P. Hirsch (2016): A discrete-event driven metaheuristic for dynamic home service routing with synchronised trip sharing. European Journal of Industrial Engineering 10, 323–340. 10.1504/EJIE.2016.076382 Fikar C. Juan A.A. Martinez E. Hirsch P. 2016 A discrete-event driven
Background: Today, social media seems to be a common forum for sharing information, discuss ideas and knowledge. The number of social media users are at increasing trend even in developing countries. The importance of using social media, especially in delivering healthcare services information, include the creation of awareness and firsthand information of health and health-related issues (effect of adverse drug reactions, reporting, among others). Purpose: The main objective of this work is to outline and discuss the opportunities and challenges of using social media in the health area. Specifically, the objectives of this paper are to compare the role of health professionals and consumers with special reference to social media; detect the validity of the information available in social media, and understand how to deal with incorrect/false information, and to analyze the main characteristics of the publications on the subject social media in healthcare.
Methods: This article is a narrative review, also a descriptive quantitative research, using the techniques of bibliometrics and sociometry in order to obtain information relevant to the subject in question. Results: The results presented the countries, researchers and universities that produced the most on the subject, and demonstrated the efficiency of bibliometrics and sociometry techniques for health research, going beyond a narrative review.
Conclusion: It is concluded that social media is a competitive differential in the provision of health services. To this end, institutions should empower their employees, encourage them to seek and convey reliable and accurate information, monitor routines, and evaluate results through user feedback. Suggestion: To this end, institutions should empower their employees, encourage them to seek and convey reliable and accurate information, monitor routines, and evaluate results through user feedback.
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Aiyegbajeje, F.O., 2016: Mobile Telephone Usage and Physical Accessibility to Tertiary HealthCareServices in Lagos Metropolis Nigeria. An Unpublished PhD Thesis Submitted to the Department of Geography
Paweł Węgłowski, Iwona Mazur, Joanna A. Jończyk, Michał Czapla and Piotr Karniej
quality perception by hospital patients - a preliminary report. Hygeia Public Health, 48(3), 352-354.
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Vesna Leskošek, Miha Lučovnik, Lucija Pavše, Tanja Premru Sršen, Megie Krajnc, Ivan Verdenik and Vislava Globevnik Velikonja
fear affect women’s attitude towards various public services, and few women are willing to speak about violence. Women who have experienced violence seek health care due to physical injuries, but often they do not disclose the associated abuse or violence. ‘A health-care provider is likely to be the first professional contact for survivors of intimate partner violence or sexual assault. Statistics show that abused women use health-careservices more than non-abused women do. […] Health professionals can provide assistance by facilitating disclosure; offering support