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Improving patient satisfaction: the virtual breakthrough series collaborative
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 296-306, February 2019. Purpose The purpose of this paper is to improve the Siloam Hospitals ’ (SHs) patient satisfaction index (PSI) and overcome Indonesia’s geographical barriers. Design/methodology/approach The topic was selected for reasons guided by the Institute of Healthcare Improvement virtual breakthrough series collaborative (VBSC). Subject matter experts came from existing global quality development in collaboration with sales and marketing, and talent management agencies/departments. Patient satisfaction (PS) was measured usin...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Competencies required for healthcare improvement positions
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 281-295, February 2019. Purpose The purpose of this paper is to examine the competencies that US healthcare organizations require for quality and performance improvement positions. Design/methodology/approach A US healthcare improvement job posting content analysis was conducted using the HQ Essentials competency framework. Findings The HQ essentials competencies most desired for improvement positions include project management, training, data analysis and applied performance improvement methods. Competency requirements varied somewhat by jo...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Organisational culture: the hidden operand in clinical laboratories
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 273-280, February 2019. Purpose The purpose of this paper is to present organisational cultural determinants that can influence total quality management (TQM) in clinical laboratories. Design/methodology/approach This is a viewpoint paper using evidence provided by a literature research about cultural patterns using Competing Values Framework to explain the relationship between organisational culture and TQM. Findings Cultural aspects likely to enhance creativity and innovation are considered as incentives in promoting cultural transformatio...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Bedside vital parameters that indicate early deterioration
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 262-272, February 2019. Purpose The purpose of this paper is to determine associations between initially recorded deviations in individual bedside vital parameters that contribute to total Modified Early Warning Score (MEWS) levels 2 or 3 and further clinical deterioration (MEWS level=4). Design/methodology/approach This was a prospective study in which 27,504 vital parameter values, corresponding to a total MEWS level ⩾2, belonging to 1,315 adult medical and surgical inpatient patients admitted to a 90-bed study setting at a university hos...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Relationship between patient costs and patient pathways
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 246-261, February 2019. Purpose The purpose of this paper is to identify actual (as-is) patient pathway variation among breast cancer patients and to investigate the relationship between pathways and the cost incurred by patients. Design/methodology/approach Both quantitative and qualitative methods were employed to analyze data from four Swedish hospital groups. Quantitative methods include event-log data mining and statistical analyses on the related patient cost from the Swedish breast cancer quality registry and case-costing system. Quali...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Tactical capacity planning in hospital departments
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 233-245, February 2019. Purpose The purpose of this paper is to explore tactical planning potential within hospital departments. The study had two objectives: first, to develop a framework for tactical capacity planning in healthcare departments by identifying and structuring essential components for healthcare capacity management; and, second, to identify context-specific requirements and functionality demands on tactical planning processes within healthcare. Design/methodology/approach A framework for tactical capacity planning was develope...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Non-performance of urinalysis among pregnant women in Brazil
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 224-232, February 2019. Purpose The purpose of this paper is to measure the prevalence, evaluate the trend and identify the factors associated with the non-performance of qualitative urine test (QUT) among pregnant women living in the extreme south of Brazil between 2007 and 2016. Design/methodology/approach All births occurred in the local maternity wards from January 1 to December 31 of 2007, 2010, 2013 and 2016. Mothers were interviewed within 48h after delivery. The outcome was the non-performance of QUT during pregnancy. χ2 test was use...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Understanding and improving the care pathway for children with autism
This study is based on a mixed-methods approach using focus group discussions, creative writing workshops and visualisation using rich pictures. Findings The experiences of the care pathways differed significantly across the three groups. Health professionals described the most rigidly structured pathways, with clear entry points and outcomes. Education professionals and parents described more complex and confusing pathways, with parents assuming the responsibility of coordinating the health and education activity in a bid to link the two independent pathways. All three groups identified enablers, although these differed ...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Evaluating inputs of failure modes and effects analysis in identifying patient safety risks
This study was conducted in a newly established adult attention deficit hyperactivity disorder service at Cambridge and Peterborough Foundation Trust in the UK. Three stakeholders of the chosen service together with the facilitators conducted an FMEA exercise along with a particular system diagram that was initially found as the most useful SMA by eight stakeholders of the service. Findings In this study, it was found that the formal structure of FMEA adds value to the risk identification process through comprehensive system coverage with the help of the system diagram. However, results also indicates that the structured ...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Patients ’ perceptions of healthcare quality in Ghana
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 176-190, February 2019. Purpose The purpose of this paper is to investigate the role of service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) in Ghana ’s health sector and a comparative analysis of private and public hospital SQ. Design/methodology/approach A convenient sample of 1,236 respondents was generated from both private and public hospitals. The study utilises an asymptotic distribution free estimation technique in CB-SEM using LISREL to test the relationships, while Wilcoxon–Mann–Whitney test was used to d...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Greek gynecology healthcare professionals towards quality management systems
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 164-175, February 2019. Purpose Today, quality management systems (QMS) are a promising candidate for the improvement of healthcare services. The purpose of this paper is to investigate the opinions/attitudes of gynecology healthcare professionals toward quality and quality management in healthcare facilities (HFs) in Greece. Design/methodology/approach An anonymous self-administered questionnaire was distributed to healthcare professionals, asking for opinions on quality objectives associated with the everyday workflow in HFs (e.g. managemen...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Emergency department utilization among individuals with idiopathic intracranial hypertension
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 152-163, February 2019. Purpose Idiopathic intracranial hypertension (IIH) can be a debilitating disorder that is difficult to identify and treat. Failure to adequately manage IIH symptoms may force patients to present at emergency departments (EDs) seeking symptom relief. The purpose of this paper is to empirically characterize ED use by previously diagnosed IIH patients. Design/methodology/approach Patients diagnosed with IIH, and who registered with the Intracranial Hypertension Registry by 2014, were solicited for study inclusion. A surve...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Evaluating factors affecting patient satisfaction using the Kano model
This study emphasizes the importance of scale development and individual attention to each healthcare service unit in determining intricate patient needs. A cross-sectional study was conducted at the Student Health Services (SHS) of Missouri University of Science and Technology where the data were collected using the Kano survey. The respondents included undergraduate and graduate students that have utilized the healthcare services offered. A total of 138 patients were surveyed using a Kano model-based questionnaire that included demographics and treatment as well as service expectations. Findings Of the 21 quality attrib...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Role of a hospital accreditation program in developing a process management system
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 120-136, February 2019. Purpose The purpose of this paper is to clarify the effects of the Iranian Hospital Accreditation Program (IHAP) on hospital processes from the viewpoint of the staff charged with establishing the program. Design/methodology/approach This qualitative study is based on the data collected in semi-structured interviews conducted in 2016, which involved eight questions. Interviews were held with 70 staff members at 14 hospitals. Managerial staff were purposively interviewed based on their familiarity and involvement with t...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research

Quality of patient information in emergency department
International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 108-119, February 2019. Purpose Data comprise one of the key resources currently used in organizations. High-quality data are those that are appropriate for use by the customer. The quality of data is a key factor in determining the level of healthcare in hospitals, and its improvement leads to an improved quality of health and treatment and ultimately increases patient satisfaction. The purpose of this paper is to assess the quality of emergency patients ’ information in a hospital information system. Design/methodology/approach This cross...
Source: International Journal of Health Care Quality Assurance - March 11, 2019 Category: Health Management Source Type: research