Search PubMed⌕ Search
Home/Archive/PubMed

PubMed · 10134592

Seamless service.

N Grinstead·R Timoney
View original source ↗Export metadata ↓

Abstract

Describes the process used by the Mater Infirmorum Hospital in Belfast in 1992 to achieve high quality care (seamless service), motivate staff to deliver and measure performance. Aims of the project included focusing the organization on the customer, improving teamwork and motivation. Opinions of staff, patients and GPs were examined and key issues for improvements were identified. Interface from every single interaction between Mater and customers was measured, taking into account customer perception of service, and staff perceptions of service. Data collection methods included taped interviews, video vox pops and questionnaires. Concludes that a mismatch was found between service offered and service required. Workshops launched ongoing activities and a small steering group designed a series of management forums to gain future support.

Explore related subjects

CommunicationConsumer BehaviorContinuity of Patient CareHospital Bed Capacity, 100 to 299Hospitals, GeneralNorthern IrelandOrganizational InnovationStaff DevelopmentTotal Quality ManagementJournal Article

Keep this discovery

Explore connections, maps & timelines

BibTeXRIS

N Grinstead, R Timoney. 1994. Seamless service.. https://doi.org/10.1108/09552069410053812

Cite the original work for its findings. Save a collection to share your selection of sources.

KEEP EXPLORING

Related citations

PubMed2007

Information-sharing among couples considering multifetal pregnancy reduction.

OBJECTIVE: To determine the information-sharing strategies of couples considering fetal reduction, and the impact of these strategies on the chances of encountering hostility in their social networks. DESIGN: Cross-sectional design of semistructured qualitative interviews, coded with respect to sharing strategies and level of personally directed hostility encountered. SETTING: Multiple Pregnancy Management Program, Comprehensive Genetics, New York, New York. PATIENT(S) AND INTERVENTION(S): Fifty women and their partners who were making a first visit to our maternal-fetal management facility, in order to consider the possibility of multifetal reduction as a pregnancy-management strategy. MAIN OUTCOME MEASURE(S): Development of information-sharing strategies, and the chances of encountering personally directed hostility regarding multifetal reduction associated with more and less selective strategies. RESULT(S): Four information-sharing strategies emerged from the analysis. Two of these strategies were relatively open (extended network, and both parents). Two other strategies were relatively selective (qualified family and friends, and defended relationship). The selective strategies were significantly less likely to encounter to encounter personally directed hostility (odds ratio, 3.88; 95% confidence intervals, 0.87-17.30). CONCLUSION(S): Selective sharing of information for couples considering multifetal prgnancy reduction is a potentially useful strategy for moderating potentially stressful relationships in their social networks. Clinics should find a way of integrating the discussion of selective sharing into their clinic's cultural repertoire of patient-support services.

Communication↗