Active consumer participation in the health delivery system: an evaluation of patient satisfaction.
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Attitude to Health↗
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Results for “Management Service Organizations”
Search indexed PubMed citations on genomics, clinical trials, systematic reviews and public health. Explore titles, authors and supplied subject terms, then open the PubMed record.
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The strategy, cost, and progress of primary health care.
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China↗
Primary Health Care--concept, strategy and plan of operations.
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India↗
Managing teenage pregnancies: success and failure in two U.S. communities.
Can APHA's policies effectively help U.S. communities reduce excess fertility rates among their sexually active teenagers? A study of two communities reveals to what extent APHA's policies are being adopted and whether they are successful.
Adolescent↗
Quality improvement: analysis and modeling based on survey results.
This paper describes the results of the survey conducted in the manufacturing, distribution, and service organizations regarding total quality management (TQM) implementation. These results proved that an effective TQM program should contain consistent training of all employees and managers in TQM issues, significant improvement in communication methods between departments implementing TQM, development of the standards to measure and control the cost of quality, and reliable information about the results of TQM implementation. Based on the survey results, the quantitative relationships between quality improvement characteristics and different internal factors are presented. Statistical models described in the paper revealed leading predictors of a successful TQM implementation.
Humans↗
Diversity leadership and organizational transformation: performance indicators for health services organizations.
Health services organizations can follow a five-part process to reposition themselves through diversity leadership. The first part of the process, discovery, refers to the emerging awareness of racial and ethnic diversity as a significant strategic issue; the second part, assessment, refers to systematic review of the organization's racial and ethnic diversity climate; the third part, exploration, denotes systematic training initiatives to improve the health services organization's ability to effectively manage diversity; the fourth part, transformation, refers to fundamental changes in organizational practices that result in a culture in which racial and ethnic diversity is valued; and the final part, revitalization, refers to renewal and expansion of racial and ethnic diversity initiatives to reward change agents and to include additional identity groups among the health services organization's diversity initiatives. This article presents a series of behaviorally based performance indicators for each of the five parts of the diversity leadership process. Healthcare executives are encouraged to assess their organization's strategic positioning against best demonstrated practices, as represented by the performance indicators. A method for analyzing organizational performance against the diversity leadership indicators is outlined as are suggestions for future research.
Benchmarking↗
Private-pay case management. Let the seller beware.
Selling case management to adult children and older persons as a discrete service is neither as simple nor as lucrative as many people believe. This article addresses some issues related to private-pay case management: What is case management? What agencies and organizations provide this service? What opportunities exist for a home care agency to become involved? Is there really a need for case management?
Adult↗
[Problems in optimizing the management of the territorial organs in medical support for the troops].
In improvement of the management of the medical service the reserves are available, enabling considerably to improve system and organization of medical maintenance as a whole. They are differentiation of administrative and operative management, creation of authorities of territorial management of the medical service at three levels (in the garrison, in the zone of responsibility, in the district), endowed with the appropriate rights and powers, introduction in the daily practice of the modern means of automation and communication.
Military Medicine↗
Customer orientation among employees in public administration: a transnational, longitudinal study.
The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducing new public management (NPM) in public-service organizations is to increase customer orientation among employees who are at the forefront of service providing. In this study, we developed a short scale to measure perceived customer orientation. In two separate longitudinal studies carried out in Austria and the US, we analyzed changes in customer orientation resulting from the introduction of NPM. In both organizations, we observed a significant increase in customer orientation. Perceived customer orientation was related to job characteristics, organizational characteristics and employee quality of working life. Creating positive influences on these characteristics within the framework of an organizational change process has positive effects on employee customer orientation.
Austria↗
From many into one: addressing the crisis of quality in managed behavioral health care at the millennium.
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Child↗
Physician urges providers to use report cards to compare performance of health plans.
Turning the tables on managed care organizations. Health systems are devising increasingly sophisticated report cards for physicians that examine a range of indicators. But when it comes to comparing health systems and plans, physicians are practically in the dark. One prominent managed care physician proposes the creation of a standardized report card for providers to rate managed care organizations.
Benchmarking↗
The role of complaint management in the service recovery process.
BACKGROUND: Patient satisfaction and retention can be influenced by the development of an effective service recovery program that can identify complaints and remedy failure points in the service system. Patient complaints provide organizations with an opportunity to resolve unsatisfactory situations and to track complaint data for quality improvement purposes. SERVICE RECOVERY: Service recovery is an important and effective customer retention tool. One way an organization can ensure repeat business is by developing a strong customer service program that includes service recovery as an essential component. The concept of service recovery involves the service provider taking responsive action to "recover" lost or dissatisfied customers and convert them into satisfied customers. Service recovery has proven to be cost-effective in other service industries. THE COMPLAINT MANAGEMENT PROCESS: The complaint management process involves six steps that organizations can use to influence effective service recovery: (1) encourage complaints as a quality improvement tool; (2) establish a team of representatives to handle complaints; (3) resolve customer problems quickly and effectively; (4) develop a complaint database; (5) commit to identifying failure points in the service system; and (6) track trends and use information to improve service processes. SUMMARY AND CONCLUSIONS: Customer retention is enhanced when an organization can reclaim disgruntled patients through the development of effective service recovery programs. Health care organizations can become more customer oriented by taking advantage of the information provided by patient complaints, increasing patient satisfaction and retention in the process.
Cost-Benefit Analysis↗
[Sustainable management for farmland shelterbelts].
The spatio-temporal pattern of shelterbelt regeneration is an important issue which determintes whether shelterbelt network produces protective effects sustainably. This article developed a new method of imitating "normal forest" to manage shelterbelts. Based on an administrative village as an organized management unit, each shelterbelt in the organized management unit will be individually regenerated and regulated, until the number of the shelterbelts in each age-class from young to mature ones will be equal, and the shelterbelts in each age-class will be spatially distributed uniformly in the shelterbelt network of an organized management unit. Consequently, this method might temporally ensure sustainable and stable ecological services which are provided by the shelterbelts in an organized management unit.
Agriculture↗
How patients with heart failure are managed in Portugal.
The prevalence of heart failure is increasing all over the world. It is a common and growing public health problem in Portugal as in many other European countries. This article provides a review of health service organization and current heart failure management in Portugal, discusses primary care and ward practices in different hospitals and reports on the use of proven standard therapies for the treatment of heart failure in the community. Despite major advances in diagnosis and treatment, heart failure is only satisfactorily managed. Furthermore efforts are necessary before the beneficial effects observed in trials have a real impact in clinical practice. A broader view and priority for the management of this syndrome on a national level are needed to improve the quality of heart failure care in Portugal.
Cardiotonic Agents↗
Developing a quality improvement program in materiel management.
Materiel management frequently considers itself a service organization but infrequently considers the service provided as contributing to quality patient care. Quality patient care can only be delivered if every department is delivering quality service. Materiel management's ultimate customer is the patient waiting for the supply that is to be delivered by central stores or the prosthetic device to be obtained through purchasing. Quality service is the key to success, and materiel management must be proactive and deliver quality services.
Cost Control↗
[Situation analysis and proposals for improving primary care nursing in Mallorca: study with focal groups].
BACKGROUND: The primary care reform (PCR) has give rise to some major changes in the nursing profession. The objectives of this study are to analyze the achievements made by the nurses, to identify the problems they currently have in primary care and to suggest some lines along which work can be done for the future. METHOD: Qualitative research (focal group method). Eight groups were made segmented by occupational category and the position held. Scope of the analysis: the role of nurses, services supply and organization, participation and management, marketing and training. RESULTS: In the opinion of those surveyed, the PCR has entailed a broadening of the nurses' skills, although their role is still well-defined. The nurses are of the opinion that there is no listing of services inherent to nursing despite the leading role they obviously play in home care and health education. The need has been identified of assess the existing health programs in terms of results. Concerning to health services organization, main problems were related to the lack of adapting staffing in keeping with the rise in population and difficulties of internal communications within the health professional teams and the very small degree to which nursing services are disseminated. The need is felt of broadening pre-diploma training with regard to some subjects (health education) and skills (teamwork). CONCLUSIONS: Although the PCR has meant improvements for the nurses, solutions have as yet to have been provided to some aspects (including defining a listing of services, adapting staffing, internal communications, marketing, training) and given the opportunity the transferring of authorities over health care entail, further progress must be made toward innovative proposals to improve the health services.
Focus Groups↗
HMO outsources technology services.
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Health Maintenance Organizations↗