The document discusses patient satisfaction with emergency services at Aliman Hospital in Saudi Arabia. It aims to investigate waiting times, the relationship between communication skills and satisfaction levels, and challenges facing patients. A mixed methodology was used involving questionnaires and interviews to collect both qualitative and quantitative data. The literature review discusses challenges in emergency departments and how patient satisfaction is important for healthcare quality improvement. Improving the patient experience is possible through organizational and behavioral changes.
TitlePATIENTS SAISFACTION ABOUT PATIENTS REFER.docxjuliennehar
Title
PATIENTS SAISFACTION ABOUT PATIENTS REFERRAL PROCESS TO RIYADH SPECIALIZED DENTAL CENTER
My friend, I wrote all my notices need to be corrected inside this file for each part ,,, I need you to using same layout here include 12 font size (time new roman) ,,,space 1.5 between lines,,,,thank you
Data Collection
I wrote the result of data after I collected from questioner so I put the answer for each question beside the choices as number,,,,also my friend I needed a spelling and grammar check for this questionnaire in this part ,,,thank you
The result beside every question
All sample was 400 participants
Please Select Gender:
· MALE 220
· FEMALE 180
Please Select Correct Age Range of Yours:
· >18 years old 343
· 12-18 years old 29
· <12 years old 28
Please Select Applicable Educational Attainment At the Moment:
· More than University/College edition (MS) 63
· University/College Graduate 201
· High School or less 136
Part Two:
Was the referral done by paper forms or automation?
· Paper (paper referral forum) 103
· Automatic forum) 239
· Not Sure 58
Was the referral out of own choice or choice by doctor?
· Doctor’s suggestion . 299
· My suggestion . 101
In the case a doctor explains about your sickness, do you have any idea what the referral is for:
· YES 338
· NO 62
Did the dentist in te primary healthcare center provide any dental treatment before referral?
❏ YES 203
❏ NOT 176
❏ NOT SURE 21
Staff that responsible about referral did he give you any communication methods in case issues arise?
❏ YES 141
❏ NO 202
❏ NOT SURE 57
Did you feel any uncomfortable feeling when conducting the experiment how does to fell thick?
❏ Easy procedures. 172
❏ Acceptable procedures 168
❏ Difficult, hard to follow 68
My friend, you need to read the introduction, literature review , objectives, material and methods before start doing the results to understand the topics and the date and information be Consistent, thank you
INTRODUCTION
In evaluating the performance of healthcare services, customer satisfaction is an important measure. Nevertheless, it is influenced not only by performance of the healthcare ...
Service Quality, Patient Satisfaction, Word Of Mouth, and Revisit Intention i...YogeshIJTSRD
This study investigates the relationship between service quality, patient satisfaction, word of mouth WOM , and revisit intention among dental patients in a clinic, Thailand. The research employed a quantitative approach in data collection for statistical analysis. Quota sampling equally among four age groups was used, and 352 completed copies of self administered questionnaires were returned. The proposed theoretical framework was identified the model adopting PLS SEM. Findings reveal that patient satisfaction is a mediator between service quality and its outcomes of WOM and revisit intention. Referring to elements of service quality, empathy is the highest factor influencing patient satisfaction Beta=0.411, p 0.001 , followed by reliability Beta=0.183, p 0.05 , tangibles Beta=0.119, p 0.05 , assurance Beta=0.077, p 0.05 , and responsiveness, Beta=0.053, p 0.05 at R square 0.556. Revisit intention can be predicted by patient satisfaction by 53.4 percent Beta=0.731, p 0.001,R2=0.534 , and WOM can be explained by patient satisfaction by about 42.9 percent Beta=0.655, p 0.001, R2=0.429 . The study was limited to private dental practice a dental clinic . Thus, the extension to clinics around this area should be considered. Moreover, the researcher suggested comprehensive coverage of other predictors in further research. The implications are managers would emphasize healthcare service quality management to satisfy their patients because it creates positive word of mouth and a revisit intention among dental clinic’s patients. Supaprawat Siripipatthanakul "Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43943.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43943/service-quality-patient-satisfaction-wordofmouth-and-revisit-intention-in-a-dental-clinic-thailand/supaprawat-siripipatthanakul
The document discusses a study assessing patient satisfaction with outpatient services at a tertiary care teaching hospital in Lucknow, India. It outlines the study objectives to evaluate availability and utilization of services, information sources, waiting times, and reasons for (dis)satisfaction among internal and external patients. The methodology section describes a prospective descriptive study using interviews and record reviews involving 701 patients across departments from January to March 2013. Preliminary findings show most patients were female, from Uttar Pradesh, and utilization increasing over 2008-2012 for both internal and external patients.
This study investigated the influence of hospital safety climate on patient satisfaction and nursing care quality. Data was collected from nurses and patients at an Egyptian emergency hospital using questionnaires on safety climate, patient satisfaction, and quality of nursing care. The results found that 50% of respondents reported a low safety climate score and only 29.5% of patients were highly satisfied. Nurses reported that the quality of care was low for 69% of patients. A significant relationship was found between safety climate and both patient satisfaction and nursing care quality. The study concluded that improving the hospital safety climate can positively influence patient outcomes like satisfaction and quality of care.
This document discusses a quality improvement project aimed at reducing emergency room wait times. A team of 3 nurses will lead the project. They plan to research current best practices for minimizing wait times and improving the patient experience in the ER. Options may include adjustments to staffing, facility layout, or patient flow. The team will evaluate several proposals before testing a new approach. Their goals are to enhance patient satisfaction, safety, and hospital reimbursement by addressing long wait times in the ER.
The Impact of Quality on Satisfaction: Case Study of Mongolia Private Hospitalsijtsrd
Quality of service is the most important indicator of patient satisfaction. The purpose of this study was to examine the impact of service quality on overall patient satisfaction in private hospitals in Ulaanbaatar, Mongolia. The study sample consisted of 69 patients who were selected from eight private general hospitals in Ulaanbaatar, Mongolia, using a sequential sample. Data analysis was performed using a t test, ANOVA and multivariate regression. This study found a close relationship between quality of service and patient satisfaction. About 45 of the differences in overall satisfaction are due to four aspects of quality of service. In terms of process quality, the waiting time for visits, receptions and operations should be reduced, and services should be provided as soon as possible. The need to strengthen the interpersonal aspects of care and communication skills of service providers should be emphasized. Uugantsetseg Davaadorj | Otgontsetseg Galindev "The Impact of Quality on Satisfaction: Case Study of Mongolia Private Hospitals" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29711.pdf Paper URL: https://www.ijtsrd.com/management/research-method/29711/the-impact-of-quality-on-satisfaction-case-study-of-mongolia-private-hospitals/uugantsetseg-davaadorj
A dissertation report on analysis of patient satisfaction max polyclinic by ...Mohammed Yaser Hussain
Hospitals are increasingly becoming sensitive to the needs of the patients as will the community. It is no longer the sellers [providers] market. Except for the totally free service provided by the Government run hospitals and a few hospitals run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care, even on element of health status itself” and that “information about patient satisfaction should be as indispensable to assessment of quality as to the design and management of health care system.
During the recent years the use of patient satisfaction surveys has increased in health care industry due in part to the belief that perception of quality is an important factor in demand for services and that survey result may have significant effect on provider behaviour. According to Ware “patient satisfaction is a determinant of a healthcare provider or system. Use of services complaints and malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has become extensive in almost all western countries. Most hospital have a system of obtaining routine feedback from all the discharge patients. The quality improvement task force of the joint commission of accreditation of the health care organization in USA is also encouraging hospitals to mandate surveys are conducted in private hospitals.
Private Hospitals’ Service Quality Dimensions: The impact of Service Quality ...AI Publications
In today's world, most industries use service quality in a variety of fields. The five service quality characteristics are tangible, assurance, reliability, responsiveness, and empathy, and they are being implemented across all industries. The primary goal of this study is to look into the quality of service provided by hospitals in Erbil and how that affects patients satisfaction. Furthermore, to determine which service quality factor has a greater impact than the others. The association between each service quality factor and visitor satisfaction was measured using a quantitative research method by the researcher. Patients in Erbil's hospitals were given a questionnaire that had been developed and circulated. In Erbil, 111 questionnaires were completed and received from hospitals patients. The findings revealed that the highest value was assigned to responsiveness as a service dimension, while the lowest value was assigned to assurance as a service dimension.
TitlePATIENTS SAISFACTION ABOUT PATIENTS REFER.docxjuliennehar
Title
PATIENTS SAISFACTION ABOUT PATIENTS REFERRAL PROCESS TO RIYADH SPECIALIZED DENTAL CENTER
My friend, I wrote all my notices need to be corrected inside this file for each part ,,, I need you to using same layout here include 12 font size (time new roman) ,,,space 1.5 between lines,,,,thank you
Data Collection
I wrote the result of data after I collected from questioner so I put the answer for each question beside the choices as number,,,,also my friend I needed a spelling and grammar check for this questionnaire in this part ,,,thank you
The result beside every question
All sample was 400 participants
Please Select Gender:
· MALE 220
· FEMALE 180
Please Select Correct Age Range of Yours:
· >18 years old 343
· 12-18 years old 29
· <12 years old 28
Please Select Applicable Educational Attainment At the Moment:
· More than University/College edition (MS) 63
· University/College Graduate 201
· High School or less 136
Part Two:
Was the referral done by paper forms or automation?
· Paper (paper referral forum) 103
· Automatic forum) 239
· Not Sure 58
Was the referral out of own choice or choice by doctor?
· Doctor’s suggestion . 299
· My suggestion . 101
In the case a doctor explains about your sickness, do you have any idea what the referral is for:
· YES 338
· NO 62
Did the dentist in te primary healthcare center provide any dental treatment before referral?
❏ YES 203
❏ NOT 176
❏ NOT SURE 21
Staff that responsible about referral did he give you any communication methods in case issues arise?
❏ YES 141
❏ NO 202
❏ NOT SURE 57
Did you feel any uncomfortable feeling when conducting the experiment how does to fell thick?
❏ Easy procedures. 172
❏ Acceptable procedures 168
❏ Difficult, hard to follow 68
My friend, you need to read the introduction, literature review , objectives, material and methods before start doing the results to understand the topics and the date and information be Consistent, thank you
INTRODUCTION
In evaluating the performance of healthcare services, customer satisfaction is an important measure. Nevertheless, it is influenced not only by performance of the healthcare ...
Service Quality, Patient Satisfaction, Word Of Mouth, and Revisit Intention i...YogeshIJTSRD
This study investigates the relationship between service quality, patient satisfaction, word of mouth WOM , and revisit intention among dental patients in a clinic, Thailand. The research employed a quantitative approach in data collection for statistical analysis. Quota sampling equally among four age groups was used, and 352 completed copies of self administered questionnaires were returned. The proposed theoretical framework was identified the model adopting PLS SEM. Findings reveal that patient satisfaction is a mediator between service quality and its outcomes of WOM and revisit intention. Referring to elements of service quality, empathy is the highest factor influencing patient satisfaction Beta=0.411, p 0.001 , followed by reliability Beta=0.183, p 0.05 , tangibles Beta=0.119, p 0.05 , assurance Beta=0.077, p 0.05 , and responsiveness, Beta=0.053, p 0.05 at R square 0.556. Revisit intention can be predicted by patient satisfaction by 53.4 percent Beta=0.731, p 0.001,R2=0.534 , and WOM can be explained by patient satisfaction by about 42.9 percent Beta=0.655, p 0.001, R2=0.429 . The study was limited to private dental practice a dental clinic . Thus, the extension to clinics around this area should be considered. Moreover, the researcher suggested comprehensive coverage of other predictors in further research. The implications are managers would emphasize healthcare service quality management to satisfy their patients because it creates positive word of mouth and a revisit intention among dental clinic’s patients. Supaprawat Siripipatthanakul "Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43943.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43943/service-quality-patient-satisfaction-wordofmouth-and-revisit-intention-in-a-dental-clinic-thailand/supaprawat-siripipatthanakul
The document discusses a study assessing patient satisfaction with outpatient services at a tertiary care teaching hospital in Lucknow, India. It outlines the study objectives to evaluate availability and utilization of services, information sources, waiting times, and reasons for (dis)satisfaction among internal and external patients. The methodology section describes a prospective descriptive study using interviews and record reviews involving 701 patients across departments from January to March 2013. Preliminary findings show most patients were female, from Uttar Pradesh, and utilization increasing over 2008-2012 for both internal and external patients.
This study investigated the influence of hospital safety climate on patient satisfaction and nursing care quality. Data was collected from nurses and patients at an Egyptian emergency hospital using questionnaires on safety climate, patient satisfaction, and quality of nursing care. The results found that 50% of respondents reported a low safety climate score and only 29.5% of patients were highly satisfied. Nurses reported that the quality of care was low for 69% of patients. A significant relationship was found between safety climate and both patient satisfaction and nursing care quality. The study concluded that improving the hospital safety climate can positively influence patient outcomes like satisfaction and quality of care.
This document discusses a quality improvement project aimed at reducing emergency room wait times. A team of 3 nurses will lead the project. They plan to research current best practices for minimizing wait times and improving the patient experience in the ER. Options may include adjustments to staffing, facility layout, or patient flow. The team will evaluate several proposals before testing a new approach. Their goals are to enhance patient satisfaction, safety, and hospital reimbursement by addressing long wait times in the ER.
The Impact of Quality on Satisfaction: Case Study of Mongolia Private Hospitalsijtsrd
Quality of service is the most important indicator of patient satisfaction. The purpose of this study was to examine the impact of service quality on overall patient satisfaction in private hospitals in Ulaanbaatar, Mongolia. The study sample consisted of 69 patients who were selected from eight private general hospitals in Ulaanbaatar, Mongolia, using a sequential sample. Data analysis was performed using a t test, ANOVA and multivariate regression. This study found a close relationship between quality of service and patient satisfaction. About 45 of the differences in overall satisfaction are due to four aspects of quality of service. In terms of process quality, the waiting time for visits, receptions and operations should be reduced, and services should be provided as soon as possible. The need to strengthen the interpersonal aspects of care and communication skills of service providers should be emphasized. Uugantsetseg Davaadorj | Otgontsetseg Galindev "The Impact of Quality on Satisfaction: Case Study of Mongolia Private Hospitals" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29711.pdf Paper URL: https://www.ijtsrd.com/management/research-method/29711/the-impact-of-quality-on-satisfaction-case-study-of-mongolia-private-hospitals/uugantsetseg-davaadorj
A dissertation report on analysis of patient satisfaction max polyclinic by ...Mohammed Yaser Hussain
Hospitals are increasingly becoming sensitive to the needs of the patients as will the community. It is no longer the sellers [providers] market. Except for the totally free service provided by the Government run hospitals and a few hospitals run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care, even on element of health status itself” and that “information about patient satisfaction should be as indispensable to assessment of quality as to the design and management of health care system.
During the recent years the use of patient satisfaction surveys has increased in health care industry due in part to the belief that perception of quality is an important factor in demand for services and that survey result may have significant effect on provider behaviour. According to Ware “patient satisfaction is a determinant of a healthcare provider or system. Use of services complaints and malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has become extensive in almost all western countries. Most hospital have a system of obtaining routine feedback from all the discharge patients. The quality improvement task force of the joint commission of accreditation of the health care organization in USA is also encouraging hospitals to mandate surveys are conducted in private hospitals.
Private Hospitals’ Service Quality Dimensions: The impact of Service Quality ...AI Publications
In today's world, most industries use service quality in a variety of fields. The five service quality characteristics are tangible, assurance, reliability, responsiveness, and empathy, and they are being implemented across all industries. The primary goal of this study is to look into the quality of service provided by hospitals in Erbil and how that affects patients satisfaction. Furthermore, to determine which service quality factor has a greater impact than the others. The association between each service quality factor and visitor satisfaction was measured using a quantitative research method by the researcher. Patients in Erbil's hospitals were given a questionnaire that had been developed and circulated. In Erbil, 111 questionnaires were completed and received from hospitals patients. The findings revealed that the highest value was assigned to responsiveness as a service dimension, while the lowest value was assigned to assurance as a service dimension.
An Overview of Patient Satisfaction and Perceived Care of Qualityijtsrd
This paper aims to audit the patient satisfaction literature, precisely survey methods used, which fundamentally analyses its hypothesis and use at that point to introduce proof for perceived service quality as a discrete and further advanced construct. Findings Patient satisfaction has been widely reviewed and significant efforts have gone into creating survey instruments to estimate it. Although, most surveys have been critical of its utilization, since there is seldomly any hypothetical or calculated development of the patient satisfaction theory. The construct has little normalization, low accuracy and undetermined validity. It keeps on being utilized interchangeably with, and as an intermediary for, perceived health service quality, which is a conceptually extraordinary and predominant construct. Practical Implications The persistent utilization of patient satisfaction to assess the patients perception of the quality of a healthcare service is truly flawed. The way to settling this dilemma might be for the healthcare division to concentrate on perceived healthcare service quality by considering the particular theories and models that can be found in the administrations advertising literature. This literature offers further developed consumer theories which are preferred differentiated and tried over existing healthcare satisfaction models. Conclusion This paper brings up that there is a critical requirement for differentiation and normalization of patient satisfaction and healthcare service quality definitions and constructs, and argues for examination to concentrate on estimating perceived healthcare service quality. Shubham Chaurasia | Shivani Dadwal Salaria | Rakhi Ahuja | Amit Sharma "An Overview of Patient Satisfaction and Perceived Care of Quality" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31548.pdf Paper Url :https://www.ijtsrd.com/management/public-sector-management/31548/an-overview-of-patient-satisfaction-and-perceived-care-of-quality/shubham-chaurasia
A study on patient satisfaction with special reference to government hospital...Tapasya123
In this study researchers analyse the satisfaction level of patients regard to facilities
available in government hospitals. A sample of 100 patients is taken from Pandit Brij
Sundar Shama Government General Hospital (GGH) at Bundi District in the state
of Rajasthan in India. Four dimensions of perceived quality were identified—Admission
Procedure, Diagnostic Services, Behaviour of the staff, Cleanliness. The developed
scale is used to evaluate perceived quality at a range of various types of facilities
for patients. Perceived quality at public facilities is only marginally favourable, leaving
much scope for improvement. Better staff and physician relations, interpersonal skills,
good diagnostic and cleanliness service can improve the level of satisfaction among
employees.
Keywords:
Exploratory factor analysis identified six key challenge dimensions of implementing hospital accreditation in Iran:
1) Implementation challenges, 2) Evaluation challenges, 3) Challenges related to accreditation content, 4) Structural challenges, 5) Psychological challenges, and 6) Managerial challenges. These six dimensions accounted for over 63.2% of the total variance among challenges. The scale used to assess challenges showed strong validity and reliability. Addressing these implementation challenges will be important for the successful deployment of hospital accreditation in Iran.
Reliability Analysis Of Refined Model With 25 Items And 5...Jessica Myers
This study examines the psychological factors that motivate different expressions of prejudice in modern society. The researchers analyzed both covert and overt manifestations of bias using a scale to measure the motivation to express prejudice. Through four survey studies, the researchers aimed to distinguish between deliberate and subconscious prejudice by assessing the influence of social norms as well as internal and external forces. The results indicated that prejudice is not solely dictated by social norms, but also other psychological factors, helping to explain prejudice at both the conscious and unconscious levels.
Designing and Psychometric Evaluation of Stretching Exercise Influencing Scal...Health Educators Inc
Objective: The Lack of reliable and valid tools for assessing the influencing factors which influence on stretching exercises among Iranian office employees is obvious. This study aimed to design and evaluate psychometric properties of this instrument.
Design: Cross-sectional study- Psychometric properties
Setting: Data were gathered from May to September 2017.
Participants: Participants were 420 office employees who were working in 10 health centres affiliated to Shahid Beheshti University of Medical Sciences (SBUMS) in Tehran, Iran. Primary outcome measures: The instrument was designed on the basis of the constructs of the Health Promotion Model (HPM) and extant literature. Exploratory Factor Analysis, Cronbach’s alpha and Intraclass Correlation Coefficient (ICC) were employed to check the scale’s psychometric properties.
Results: In total, 420 questionnaires were completed. The mean age of the office employees was 37.1±8.03 years. Among the 86 items, 77 items had significant item-to-total correlations (P <0.05). The results showed good internal consistency and reliability for the whole questionnaire and each domain.EFA results confirmed 53.32% of the total variance of the items yielded in eleven subscales. The (ICC) was acceptable [0.78, 95% CI (0.70, 0.88)].
Conclusions: The SEIS can be a reliable and valid instrument for measuring the influencing factors on stretching exercise among office employees.
This document summarizes a study that evaluated quality assurance in the emergency department of a tertiary care hospital in India. The study collected data through questionnaires from 80 patients and 20 healthcare professionals. It found that while most patients were satisfied overall, many reported dissatisfaction with physical facilities like drinking water. Healthcare professionals also expressed dissatisfaction with physical facilities. The highest rated quality area was documentation procedures. The study aims to identify areas of improvement to further enhance emergency care quality and patient satisfaction.
Business research report proposal customer delight in bankingGagan Dharwal
This research proposal examines factors influencing customer satisfaction in the banking industry. The objectives are to examine customer needs, factors influencing satisfaction, loyalty levels, satisfaction with service quality, and safety perceptions. The problem statement identifies issues like poorly trained staff, inadequate facilities, and long response times. Research questions address customer needs, satisfaction drivers, loyalty, and satisfaction/safety perceptions. A literature review covers satisfaction definitions and key studies. The methodology will use a survey design with systematic random sampling to collect quantitative data via questionnaires, which will be analyzed using SPSS to assess relationships between service quality, satisfaction, and loyalty via correlation and regression. Expected outcomes are conclusions about the relationship between service quality and customer retention, and recommendations for banks to improve service quality and
Analysis Factors of Hospital Services Quality and User Satisfactioninventionjournals
This study aims to identify the factors of service quality and user satisfaction Hospital type B in East Java and constraints the government's efforts in improving the quality of hospital services. Technique of the analysis of data in this study using descriptive analysis and factor analysis and also obtained by interview to director of hospitals. The results showed that hospital users are women with the quality of hospital services is good, but there is still an effort to improve and based on that service quality established by 5 factors; clarity of procedures, employee competence, professionalism, effectiveness and competence. While user satisfaction built by 3 factors are tangible, reliability and empathy. Constraints faced by the government in improving service quality is the limited medical and paramedical personnel, facilities and infrastructure, including the availability of medical equipment, low public awareness of service and the poor public image of hospital services.
The document discusses implementing medical scribes in a mental health center to help psychiatrists and other providers with documentation tasks. A pilot program was started where scribes would record medical encounters. Provider and patient feedback found the scribe program helped providers listen better, focus more on the patient, and feel less stress. Next steps include evaluating documentation quality and determining if scribes can increase provider capacity to offset costs.
Satisfaction of patient’s in the dental clinics of Riyadh Dental College, Riy...iosrjce
IOSR Journal of Dental and Medical Sciences is one of the speciality Journal in Dental Science and Medical Science published by International Organization of Scientific Research (IOSR). The Journal publishes papers of the highest scientific merit and widest possible scope work in all areas related to medical and dental science. The Journal welcome review articles, leading medical and clinical research articles, technical notes, case reports and others.
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
A SURVEY ON FACTORS INFLUENCING QUALITY MANAGEMENT WITH REFERENCE TO NURSING ...IAEME Publication
This document summarizes a research study on factors influencing quality management in nursing services. The study used a descriptive research design and collected primary data through questionnaires from 150 nursing respondents. The study found that institutional profiles like adequate funding and facilities impacted quality. Challenges to quality included safety, workload, and lack of leadership. Factors influencing quality included supportive management, policies, and communication. The study also assessed hospital resources, staff development activities, and their impact on nursing quality.
Running Head Quality Improvement Project1QUALITY IMPROVEMEN.docxtoltonkendal
Running Head: Quality Improvement Project 1
QUALITY IMPROVEMENT PROJECT 7
Quality Improvement Project
Jerome Phillips
Kaplan University
HS460
Professor Sexton-Tosh
September 22, 2017
The topic on continuous quality improvement for my final project that I selected is Patient Administration. There are many health care sectors that are involved with patient administration.
Some of those heath care sectors consist of:
1. Hospital Management Firms
2. Health Maintenance Organizations
3. Health Information Technology
4. Long Term Care Facilities
5. Public Health
6. Healthcare Network
While CQI implementation is slowing down in some health care sectors after the impact of early adopters may have worn off, other sectors of health care, such as public health (see Chapter 16) and nursing (see Chapter 17), are embracing and expanding CQI concepts and methods. (Sollecito 70)
There are many disciplines involved with patient administration.
1. Public Health
2. Physical Therapy
3. Pharmacy
4. Nursing
This process is real. Patient Administration is an area that Continuous Quality Improvement can make a difference in how patient’s view the healthcare they receive. Healthcare will always be needed, because not many are willing to try the alternative of not getting healthcare.
References:
Sollecito, William A. McLaughlin and Kaluzny's Continuous Quality Improvement In Health Care, 4th Edition. Jones & Bartlett Learning, 20110929. VitalBook file.
As an individual, you have our own wants needs and desires you want to pursue and achieve. Even though you are an individual, you are simultaneously also part of a larger society. Being part of a larger society includes the understanding that our society also has needs it must achieve and maintain if it is going to operate in an orderly manner that is beneficial to the greatest majority of society.
For this assignment, you will write a 1-2 page essay that identifies the key social issues contributing to the need for Criminal Justice practitioners. In your paper, identify and define three key social issues. Also, discuss how the issues impact your role as a criminal justice professional. Provide 2-3 illustrative examples to support your position.
Format your paper with an introductory paragraph, an explanation of the three key social issues, and then a concluding paragraph.
View the Unit 2 Assignment Checklist
NOTE: This assignment will require outside research (at least two outside resources). You may consult the Kaplan Online Library, the internet, the textbook and other course material, and any other outside resources in supporting your task.
Keep in mind that college students are expected to have strong writing skills, and you should put forth your best writing effort for this assignment. You may not be at a point where you have strong writing skills, but you will have every opportunity to develop them as you continue through your program of study. Be sure to use the resources available to you t ...
A STUDY ON PATIENT SATISFACTION TOWARDS THE QUALITY OF SERVICES OFFERED IN GO...IAEME Publication
According to the hospital industry, service quality and patient satisfaction are crucial concepts. The majority of people in India, particularly the poor, struggle to find high-quality healthcare at a price they can afford and a location they can go to. In order to comprehend the effects of individual dimensions and the degree to which people are satisfied with the services provided by government hospitals in the Madurai district, this study has been done. The entire nation is undergoing a demographic and environmental shift that is increasing the burden of disease. The medical equipment and services offered by government hospitals are essential. Patients who have visited government hospitals in the Madurai district provided the data that was used. A study was conducted to gauge patient happiness, and the results show that there is still much room for improvement in the service quality. The study found that responsiveness, along with empathy and reliability, is the most crucial quality component.
A Qualitative Research Factors Affecting Patient Satisfaction and Loyalty A C...YogeshIJTSRD
This study aims to identify factors affecting patient satisfaction and loyalty in private dental practice using Smile Family Dental Clinic as a case study Convenience Sampling . The researcher identified the factors dental practice related factors which affect patient satisfaction and loyalty regarding their efforts to increase dental practice quality to respond to patients demands and needs, influencing patient satisfaction and loyalty. The literature review indicated that previous studies in the healthcare sector confirmed the relationship mainly are from the quantitative design. Still, few support the dental care services private dental practice sector in the qualitative approach. The researcher developed the theoretical framework from high valid sources of previous research and the consumer behavior model of Kotler and Keller 2016 . The elements of dental practice related factors include Prices, Facilities, Dentist Services, and Staff Services, whic based on Kim et al. 2012 , patient satisfaction and patient loyalty were based on previous research. Purposive Sampling in a total of 10 respondents from 3,689 cases of the clinics population was in a data collection process through online Semi structured interviews and content analysis adopting NVivo software. The results showed that patients perceptions of dentist services are essentially the most, followed by staff services, prices, and facilities. Satisfaction on factors effect on patient loyalty Revisit and Recommendation Intention . Recommendation from peers or relatives influencing them to choose a clinic. A dentists reputation is the most recommendation. Patients are satisfied with dentist and staff services responding to their needs and expectations. The reasonable price and the costs are not high, influencing their satisfaction. Facilities are the least important factor. Further research may help the decision manager develop a marketing plan and strategies in the private dental healthcare sector. The results could be applied to improve quality management and increasing customer satisfaction and loyalty in any company services sector. Supaprawat Siripipatthanakul | Dr. Mamata Bhandar "A Qualitative Research Factors Affecting Patient Satisfaction and Loyalty: A Case Study of Smile Family Dental Clinic" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd44975.pdf Paper URL: https://www.ijtsrd.com/management/marketing/44975/a-qualitative-research-factors-affecting-patient-satisfaction-and-loyalty-a-case-study-of-smile-family-dental-clinic/supaprawat-siripipatthanakul
RESEARCH ARTICLE Open AccessImproving patient safety cultu.docxrgladys1
RESEARCH ARTICLE Open Access
Improving patient safety culture in Saudi
Arabia (2012–2015): trending, improvement
and benchmarking
Khalid Alswat1, Rawia Ahmad Mustafa Abdalla2, Maher Abdelraheim Titi1, Maram Bakash1, Faiza Mehmood1,
Beena Zubairi1, Diana Jamal2 and Fadi El-Jardali2,3*
Abstract
Background: Measuring patient safety culture can provide insight into areas for improvement and help monitor
changes over time. This study details the findings of a re-assessment of patient safety culture in a multi-site Medical
City in Riyadh, Kingdom of Saudi Arabia (KSA). Results were compared to an earlier assessment conducted in 2012
and benchmarked with regional and international studies. Such assessments can provide hospital leadership with
insight on how their hospital is performing on patient safety culture composites as a result of quality improvement
plans. This paper also explored the association between patient safety culture predictors and patient safety grade,
perception of patient safety, frequency of events reported and number of events reported.
Methods: We utilized a customized version of the patient safety culture survey developed by the Agency for
Healthcare Research and Quality. The Medical City is a tertiary care teaching facility composed of two sites (total
capacity of 904 beds). Data was analyzed using SPSS 24 at a significance level of 0.05. A t-Test was used to compare
results from the 2012 survey to that conducted in 2015. Two adopted Generalized Estimating Equations in addition
to two linear models were used to assess the association between composites and patient safety culture outcomes.
Results were also benchmarked against similar initiatives in Lebanon, Palestine and USA.
Results: Areas of strength in 2015 included Teamwork within units, and Organizational Learning—Continuous
Improvement; areas requiring improvement included Non-Punitive Response to Error, and Staffing. Comparing
results to the 2012 survey revealed improvement on some areas but non-punitive response to error and Staffing
remained the lowest scoring composites in 2015. Regression highlighted significant association between managerial
support, organizational learning and feedback and improved survey outcomes. Comparison to international benchmarks
revealed that the hospital is performing at or better than benchmark on several composites.
Conclusion: The Medical City has made significant progress on several of the patient safety culture composites despite
still having areas requiring additional improvement. Patient safety culture outcomes are evidently linked to better
performance on specific composites. While results are comparable with regional and international benchmarks, findings
confirm that regular assessment can allow hospitals to better understand and visualize changes in their performance
and identify additional areas for improvement.
Keywords: Patient safety culture, Riyadh, Trending, Benchmarking
* Correspondence: [email protected]
2Depa.
This study aimed to develop and validate a questionnaire called the Stretching Exercise Influencing Scale (SEIS) to measure factors influencing stretching exercises among Iranian office employees. The researchers designed an initial 86-item questionnaire based on constructs from the health promotion model and literature on musculoskeletal disorders and inactivity among computer users. After administering the questionnaire to 420 office employees and conducting psychometric analyses including exploratory factor analysis, the final SEIS consisted of 77 items within 11 subscales. The internal consistency and test-retest reliability of the scale were found to be good. The SEIS shows potential as a valid and reliable tool for assessing factors influencing stretching exercises among Iranian office workers.
Running head Patient Safety and Risk Management in Dental Pra.docxtodd581
Running head: Patient Safety and Risk Management in Dental Practice: Are There Enough
Guidelines? An Evaluative Study on The Existing System in a Dental College of Riyadh 1
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh
Introduction
While it is essential to the practice of healthcare professionals to concern about patient
safety, it is relatively current that it has been transformed into a specific body of knowledge and
therefore patient safety may be considered as a relatively ‘innovative’ discipline. Its core ideas
are to prevent the occurrence of avoidable adverse events (errors, complications and accidents)
accompanying the practice of healthcare and to reduce the impact of unavoidable adverse events.
This is a simple definition for the multifaceted, complexed nature and many key elements in the
practice of patient safety. There are economic, financial, social, cultural and organizational
matters of a patient safety environment that makes it unpractical to simply define it as the
practicing safe health care or protecting patients from harm by health care professionals. It is
essential for all health care professionals and health care organizations to become more
acquainted with the overall framework of patient safety, to dynamically contribute in hard work
to apply patient safety procedures in everyday practice and to create a culture of patient safety
culture (Yamalik & Perea Pérez, 2012).
There is a constant concern and interest in dentistry for matters related to patients and
practicing safe and quality care in the everyday dental practice. Yet, like other health
professions, more attention is given to patient related matters and safety-related matters
(Yamalik & Dijk, 2013).
Furthermore, there is an emerging professional consideration of risk management, patient
safety and handling errors. Rather than hiding them, errors are now understood as learning
material and by that, the number of publications on dental errors are increasing. As an example,
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh 2
prescribing errors in dental practice is a potential ground for development in the medication
management process and patient safety (Yamalik & Dijk, 2013).
An empirical data on the attitudes of dental professionals and dental auxiliaries about the
reporting of medical errors was collected in Riyadh, Saudi Arabia by Al-Nomay et al., (2017),
most respondents (94.4% of them) expressed that medical errors should be reported. Yet, insights
of the norm, personal preferences and existing practices regarding which type of error should be
reported were inconsistent. Only 17.9% of respondents perceived that reporting errors that results
in.
Running head Patient Safety and Risk Management in Dental Pra.docxglendar3
Running head: Patient Safety and Risk Management in Dental Practice: Are There Enough
Guidelines? An Evaluative Study on The Existing System in a Dental College of Riyadh 1
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh
Introduction
While it is essential to the practice of healthcare professionals to concern about patient
safety, it is relatively current that it has been transformed into a specific body of knowledge and
therefore patient safety may be considered as a relatively ‘innovative’ discipline. Its core ideas
are to prevent the occurrence of avoidable adverse events (errors, complications and accidents)
accompanying the practice of healthcare and to reduce the impact of unavoidable adverse events.
This is a simple definition for the multifaceted, complexed nature and many key elements in the
practice of patient safety. There are economic, financial, social, cultural and organizational
matters of a patient safety environment that makes it unpractical to simply define it as the
practicing safe health care or protecting patients from harm by health care professionals. It is
essential for all health care professionals and health care organizations to become more
acquainted with the overall framework of patient safety, to dynamically contribute in hard work
to apply patient safety procedures in everyday practice and to create a culture of patient safety
culture (Yamalik & Perea Pérez, 2012).
There is a constant concern and interest in dentistry for matters related to patients and
practicing safe and quality care in the everyday dental practice. Yet, like other health
professions, more attention is given to patient related matters and safety-related matters
(Yamalik & Dijk, 2013).
Furthermore, there is an emerging professional consideration of risk management, patient
safety and handling errors. Rather than hiding them, errors are now understood as learning
material and by that, the number of publications on dental errors are increasing. As an example,
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh 2
prescribing errors in dental practice is a potential ground for development in the medication
management process and patient safety (Yamalik & Dijk, 2013).
An empirical data on the attitudes of dental professionals and dental auxiliaries about the
reporting of medical errors was collected in Riyadh, Saudi Arabia by Al-Nomay et al., (2017),
most respondents (94.4% of them) expressed that medical errors should be reported. Yet, insights
of the norm, personal preferences and existing practices regarding which type of error should be
reported were inconsistent. Only 17.9% of respondents perceived that reporting errors that results
in.
Problem 1
Problem 2 (two screen shots)
Problem 3 (two screen shots)
Problem 4 (three screen shots)
Problem 5 (one screen shot)
Problem 6 (six screenshots plus a data table)
.
Problem 20-1A Production cost flow and measurement; journal entrie.docxChantellPantoja184
Problem 20-1A Production cost flow and measurement; journal entries L.O. P1, P2, P3, P4
[The following information applies to the questions displayed below.]
Edison Company manufactures wool blankets and accounts for product costs using process costing. The following information is available regarding its May inventories.
Beginning
Inventory
Ending
Inventory
Raw materials inventory
$
60,000
$
41,000
Goods in process inventory
449,000
521,500
Finished goods inventory
610,000
342,001
The following additional information describes the company's production activities for May.
Raw materials purchases (on credit)
$
250,000
Factory payroll cost (paid in cash)
1,850,300
Other overhead cost (Other Accounts credited)
82,000
Materials used
Direct
$
200,500
Indirect
50,000
Labor used
Direct
$
1,060,300
Indirect
790,000
Overhead rate as a percent of direct labor
115
%
Sales (on credit)
$
3,000,000
The predetermined overhead rate was computed at the beginning of the year as 115% of direct labor cost.
\\\\\
rev: 11_02_2011
references
1.
value:
2.00 points
Problem 20-1A Part 1
Required:
1(a)
Compute the cost of products transferred from production to finished goods. (Omit the "$" sign in your response.)
Cost of products transferred
$
1(b)
Compute the cost of goods sold. (Omit the "$" sign in your response.)
Cost of goods sold
$
rev: 10_31_2011
check my workeBook Links (4)references
2.
value:
5.00 points
Problem 20-1A Part 2
2(a)
Prepare journal entry dated May 31 to record the raw materials purchases. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(b)
Prepare journal entry dated May 31 to record the direct materials usage. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(c)
Prepare journal entry dated May 31 to record the indirect materials usage. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(d)
Prepare journal entry dated May 31 to record the payroll costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(e)
Prepare journal entry dated May 31 to record the direct labor costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(f)
Prepare journal entry dated May 31 to record the indirect labor costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(g)
Prepare journal entry dated May 31 to record the other overhead costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(h)
Prepare journal entry dated May 31 to record the overhead applied. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(i)
Prepare journal entry dated May 31 to record the goods transferred from production to finished goods.(Omit the "$" sign in yo.
An Overview of Patient Satisfaction and Perceived Care of Qualityijtsrd
This paper aims to audit the patient satisfaction literature, precisely survey methods used, which fundamentally analyses its hypothesis and use at that point to introduce proof for perceived service quality as a discrete and further advanced construct. Findings Patient satisfaction has been widely reviewed and significant efforts have gone into creating survey instruments to estimate it. Although, most surveys have been critical of its utilization, since there is seldomly any hypothetical or calculated development of the patient satisfaction theory. The construct has little normalization, low accuracy and undetermined validity. It keeps on being utilized interchangeably with, and as an intermediary for, perceived health service quality, which is a conceptually extraordinary and predominant construct. Practical Implications The persistent utilization of patient satisfaction to assess the patients perception of the quality of a healthcare service is truly flawed. The way to settling this dilemma might be for the healthcare division to concentrate on perceived healthcare service quality by considering the particular theories and models that can be found in the administrations advertising literature. This literature offers further developed consumer theories which are preferred differentiated and tried over existing healthcare satisfaction models. Conclusion This paper brings up that there is a critical requirement for differentiation and normalization of patient satisfaction and healthcare service quality definitions and constructs, and argues for examination to concentrate on estimating perceived healthcare service quality. Shubham Chaurasia | Shivani Dadwal Salaria | Rakhi Ahuja | Amit Sharma "An Overview of Patient Satisfaction and Perceived Care of Quality" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31548.pdf Paper Url :https://www.ijtsrd.com/management/public-sector-management/31548/an-overview-of-patient-satisfaction-and-perceived-care-of-quality/shubham-chaurasia
A study on patient satisfaction with special reference to government hospital...Tapasya123
In this study researchers analyse the satisfaction level of patients regard to facilities
available in government hospitals. A sample of 100 patients is taken from Pandit Brij
Sundar Shama Government General Hospital (GGH) at Bundi District in the state
of Rajasthan in India. Four dimensions of perceived quality were identified—Admission
Procedure, Diagnostic Services, Behaviour of the staff, Cleanliness. The developed
scale is used to evaluate perceived quality at a range of various types of facilities
for patients. Perceived quality at public facilities is only marginally favourable, leaving
much scope for improvement. Better staff and physician relations, interpersonal skills,
good diagnostic and cleanliness service can improve the level of satisfaction among
employees.
Keywords:
Exploratory factor analysis identified six key challenge dimensions of implementing hospital accreditation in Iran:
1) Implementation challenges, 2) Evaluation challenges, 3) Challenges related to accreditation content, 4) Structural challenges, 5) Psychological challenges, and 6) Managerial challenges. These six dimensions accounted for over 63.2% of the total variance among challenges. The scale used to assess challenges showed strong validity and reliability. Addressing these implementation challenges will be important for the successful deployment of hospital accreditation in Iran.
Reliability Analysis Of Refined Model With 25 Items And 5...Jessica Myers
This study examines the psychological factors that motivate different expressions of prejudice in modern society. The researchers analyzed both covert and overt manifestations of bias using a scale to measure the motivation to express prejudice. Through four survey studies, the researchers aimed to distinguish between deliberate and subconscious prejudice by assessing the influence of social norms as well as internal and external forces. The results indicated that prejudice is not solely dictated by social norms, but also other psychological factors, helping to explain prejudice at both the conscious and unconscious levels.
Designing and Psychometric Evaluation of Stretching Exercise Influencing Scal...Health Educators Inc
Objective: The Lack of reliable and valid tools for assessing the influencing factors which influence on stretching exercises among Iranian office employees is obvious. This study aimed to design and evaluate psychometric properties of this instrument.
Design: Cross-sectional study- Psychometric properties
Setting: Data were gathered from May to September 2017.
Participants: Participants were 420 office employees who were working in 10 health centres affiliated to Shahid Beheshti University of Medical Sciences (SBUMS) in Tehran, Iran. Primary outcome measures: The instrument was designed on the basis of the constructs of the Health Promotion Model (HPM) and extant literature. Exploratory Factor Analysis, Cronbach’s alpha and Intraclass Correlation Coefficient (ICC) were employed to check the scale’s psychometric properties.
Results: In total, 420 questionnaires were completed. The mean age of the office employees was 37.1±8.03 years. Among the 86 items, 77 items had significant item-to-total correlations (P <0.05). The results showed good internal consistency and reliability for the whole questionnaire and each domain.EFA results confirmed 53.32% of the total variance of the items yielded in eleven subscales. The (ICC) was acceptable [0.78, 95% CI (0.70, 0.88)].
Conclusions: The SEIS can be a reliable and valid instrument for measuring the influencing factors on stretching exercise among office employees.
This document summarizes a study that evaluated quality assurance in the emergency department of a tertiary care hospital in India. The study collected data through questionnaires from 80 patients and 20 healthcare professionals. It found that while most patients were satisfied overall, many reported dissatisfaction with physical facilities like drinking water. Healthcare professionals also expressed dissatisfaction with physical facilities. The highest rated quality area was documentation procedures. The study aims to identify areas of improvement to further enhance emergency care quality and patient satisfaction.
Business research report proposal customer delight in bankingGagan Dharwal
This research proposal examines factors influencing customer satisfaction in the banking industry. The objectives are to examine customer needs, factors influencing satisfaction, loyalty levels, satisfaction with service quality, and safety perceptions. The problem statement identifies issues like poorly trained staff, inadequate facilities, and long response times. Research questions address customer needs, satisfaction drivers, loyalty, and satisfaction/safety perceptions. A literature review covers satisfaction definitions and key studies. The methodology will use a survey design with systematic random sampling to collect quantitative data via questionnaires, which will be analyzed using SPSS to assess relationships between service quality, satisfaction, and loyalty via correlation and regression. Expected outcomes are conclusions about the relationship between service quality and customer retention, and recommendations for banks to improve service quality and
Analysis Factors of Hospital Services Quality and User Satisfactioninventionjournals
This study aims to identify the factors of service quality and user satisfaction Hospital type B in East Java and constraints the government's efforts in improving the quality of hospital services. Technique of the analysis of data in this study using descriptive analysis and factor analysis and also obtained by interview to director of hospitals. The results showed that hospital users are women with the quality of hospital services is good, but there is still an effort to improve and based on that service quality established by 5 factors; clarity of procedures, employee competence, professionalism, effectiveness and competence. While user satisfaction built by 3 factors are tangible, reliability and empathy. Constraints faced by the government in improving service quality is the limited medical and paramedical personnel, facilities and infrastructure, including the availability of medical equipment, low public awareness of service and the poor public image of hospital services.
The document discusses implementing medical scribes in a mental health center to help psychiatrists and other providers with documentation tasks. A pilot program was started where scribes would record medical encounters. Provider and patient feedback found the scribe program helped providers listen better, focus more on the patient, and feel less stress. Next steps include evaluating documentation quality and determining if scribes can increase provider capacity to offset costs.
Satisfaction of patient’s in the dental clinics of Riyadh Dental College, Riy...iosrjce
IOSR Journal of Dental and Medical Sciences is one of the speciality Journal in Dental Science and Medical Science published by International Organization of Scientific Research (IOSR). The Journal publishes papers of the highest scientific merit and widest possible scope work in all areas related to medical and dental science. The Journal welcome review articles, leading medical and clinical research articles, technical notes, case reports and others.
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
A SURVEY ON FACTORS INFLUENCING QUALITY MANAGEMENT WITH REFERENCE TO NURSING ...IAEME Publication
This document summarizes a research study on factors influencing quality management in nursing services. The study used a descriptive research design and collected primary data through questionnaires from 150 nursing respondents. The study found that institutional profiles like adequate funding and facilities impacted quality. Challenges to quality included safety, workload, and lack of leadership. Factors influencing quality included supportive management, policies, and communication. The study also assessed hospital resources, staff development activities, and their impact on nursing quality.
Running Head Quality Improvement Project1QUALITY IMPROVEMEN.docxtoltonkendal
Running Head: Quality Improvement Project 1
QUALITY IMPROVEMENT PROJECT 7
Quality Improvement Project
Jerome Phillips
Kaplan University
HS460
Professor Sexton-Tosh
September 22, 2017
The topic on continuous quality improvement for my final project that I selected is Patient Administration. There are many health care sectors that are involved with patient administration.
Some of those heath care sectors consist of:
1. Hospital Management Firms
2. Health Maintenance Organizations
3. Health Information Technology
4. Long Term Care Facilities
5. Public Health
6. Healthcare Network
While CQI implementation is slowing down in some health care sectors after the impact of early adopters may have worn off, other sectors of health care, such as public health (see Chapter 16) and nursing (see Chapter 17), are embracing and expanding CQI concepts and methods. (Sollecito 70)
There are many disciplines involved with patient administration.
1. Public Health
2. Physical Therapy
3. Pharmacy
4. Nursing
This process is real. Patient Administration is an area that Continuous Quality Improvement can make a difference in how patient’s view the healthcare they receive. Healthcare will always be needed, because not many are willing to try the alternative of not getting healthcare.
References:
Sollecito, William A. McLaughlin and Kaluzny's Continuous Quality Improvement In Health Care, 4th Edition. Jones & Bartlett Learning, 20110929. VitalBook file.
As an individual, you have our own wants needs and desires you want to pursue and achieve. Even though you are an individual, you are simultaneously also part of a larger society. Being part of a larger society includes the understanding that our society also has needs it must achieve and maintain if it is going to operate in an orderly manner that is beneficial to the greatest majority of society.
For this assignment, you will write a 1-2 page essay that identifies the key social issues contributing to the need for Criminal Justice practitioners. In your paper, identify and define three key social issues. Also, discuss how the issues impact your role as a criminal justice professional. Provide 2-3 illustrative examples to support your position.
Format your paper with an introductory paragraph, an explanation of the three key social issues, and then a concluding paragraph.
View the Unit 2 Assignment Checklist
NOTE: This assignment will require outside research (at least two outside resources). You may consult the Kaplan Online Library, the internet, the textbook and other course material, and any other outside resources in supporting your task.
Keep in mind that college students are expected to have strong writing skills, and you should put forth your best writing effort for this assignment. You may not be at a point where you have strong writing skills, but you will have every opportunity to develop them as you continue through your program of study. Be sure to use the resources available to you t ...
A STUDY ON PATIENT SATISFACTION TOWARDS THE QUALITY OF SERVICES OFFERED IN GO...IAEME Publication
According to the hospital industry, service quality and patient satisfaction are crucial concepts. The majority of people in India, particularly the poor, struggle to find high-quality healthcare at a price they can afford and a location they can go to. In order to comprehend the effects of individual dimensions and the degree to which people are satisfied with the services provided by government hospitals in the Madurai district, this study has been done. The entire nation is undergoing a demographic and environmental shift that is increasing the burden of disease. The medical equipment and services offered by government hospitals are essential. Patients who have visited government hospitals in the Madurai district provided the data that was used. A study was conducted to gauge patient happiness, and the results show that there is still much room for improvement in the service quality. The study found that responsiveness, along with empathy and reliability, is the most crucial quality component.
A Qualitative Research Factors Affecting Patient Satisfaction and Loyalty A C...YogeshIJTSRD
This study aims to identify factors affecting patient satisfaction and loyalty in private dental practice using Smile Family Dental Clinic as a case study Convenience Sampling . The researcher identified the factors dental practice related factors which affect patient satisfaction and loyalty regarding their efforts to increase dental practice quality to respond to patients demands and needs, influencing patient satisfaction and loyalty. The literature review indicated that previous studies in the healthcare sector confirmed the relationship mainly are from the quantitative design. Still, few support the dental care services private dental practice sector in the qualitative approach. The researcher developed the theoretical framework from high valid sources of previous research and the consumer behavior model of Kotler and Keller 2016 . The elements of dental practice related factors include Prices, Facilities, Dentist Services, and Staff Services, whic based on Kim et al. 2012 , patient satisfaction and patient loyalty were based on previous research. Purposive Sampling in a total of 10 respondents from 3,689 cases of the clinics population was in a data collection process through online Semi structured interviews and content analysis adopting NVivo software. The results showed that patients perceptions of dentist services are essentially the most, followed by staff services, prices, and facilities. Satisfaction on factors effect on patient loyalty Revisit and Recommendation Intention . Recommendation from peers or relatives influencing them to choose a clinic. A dentists reputation is the most recommendation. Patients are satisfied with dentist and staff services responding to their needs and expectations. The reasonable price and the costs are not high, influencing their satisfaction. Facilities are the least important factor. Further research may help the decision manager develop a marketing plan and strategies in the private dental healthcare sector. The results could be applied to improve quality management and increasing customer satisfaction and loyalty in any company services sector. Supaprawat Siripipatthanakul | Dr. Mamata Bhandar "A Qualitative Research Factors Affecting Patient Satisfaction and Loyalty: A Case Study of Smile Family Dental Clinic" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd44975.pdf Paper URL: https://www.ijtsrd.com/management/marketing/44975/a-qualitative-research-factors-affecting-patient-satisfaction-and-loyalty-a-case-study-of-smile-family-dental-clinic/supaprawat-siripipatthanakul
RESEARCH ARTICLE Open AccessImproving patient safety cultu.docxrgladys1
RESEARCH ARTICLE Open Access
Improving patient safety culture in Saudi
Arabia (2012–2015): trending, improvement
and benchmarking
Khalid Alswat1, Rawia Ahmad Mustafa Abdalla2, Maher Abdelraheim Titi1, Maram Bakash1, Faiza Mehmood1,
Beena Zubairi1, Diana Jamal2 and Fadi El-Jardali2,3*
Abstract
Background: Measuring patient safety culture can provide insight into areas for improvement and help monitor
changes over time. This study details the findings of a re-assessment of patient safety culture in a multi-site Medical
City in Riyadh, Kingdom of Saudi Arabia (KSA). Results were compared to an earlier assessment conducted in 2012
and benchmarked with regional and international studies. Such assessments can provide hospital leadership with
insight on how their hospital is performing on patient safety culture composites as a result of quality improvement
plans. This paper also explored the association between patient safety culture predictors and patient safety grade,
perception of patient safety, frequency of events reported and number of events reported.
Methods: We utilized a customized version of the patient safety culture survey developed by the Agency for
Healthcare Research and Quality. The Medical City is a tertiary care teaching facility composed of two sites (total
capacity of 904 beds). Data was analyzed using SPSS 24 at a significance level of 0.05. A t-Test was used to compare
results from the 2012 survey to that conducted in 2015. Two adopted Generalized Estimating Equations in addition
to two linear models were used to assess the association between composites and patient safety culture outcomes.
Results were also benchmarked against similar initiatives in Lebanon, Palestine and USA.
Results: Areas of strength in 2015 included Teamwork within units, and Organizational Learning—Continuous
Improvement; areas requiring improvement included Non-Punitive Response to Error, and Staffing. Comparing
results to the 2012 survey revealed improvement on some areas but non-punitive response to error and Staffing
remained the lowest scoring composites in 2015. Regression highlighted significant association between managerial
support, organizational learning and feedback and improved survey outcomes. Comparison to international benchmarks
revealed that the hospital is performing at or better than benchmark on several composites.
Conclusion: The Medical City has made significant progress on several of the patient safety culture composites despite
still having areas requiring additional improvement. Patient safety culture outcomes are evidently linked to better
performance on specific composites. While results are comparable with regional and international benchmarks, findings
confirm that regular assessment can allow hospitals to better understand and visualize changes in their performance
and identify additional areas for improvement.
Keywords: Patient safety culture, Riyadh, Trending, Benchmarking
* Correspondence: [email protected]
2Depa.
This study aimed to develop and validate a questionnaire called the Stretching Exercise Influencing Scale (SEIS) to measure factors influencing stretching exercises among Iranian office employees. The researchers designed an initial 86-item questionnaire based on constructs from the health promotion model and literature on musculoskeletal disorders and inactivity among computer users. After administering the questionnaire to 420 office employees and conducting psychometric analyses including exploratory factor analysis, the final SEIS consisted of 77 items within 11 subscales. The internal consistency and test-retest reliability of the scale were found to be good. The SEIS shows potential as a valid and reliable tool for assessing factors influencing stretching exercises among Iranian office workers.
Running head Patient Safety and Risk Management in Dental Pra.docxtodd581
Running head: Patient Safety and Risk Management in Dental Practice: Are There Enough
Guidelines? An Evaluative Study on The Existing System in a Dental College of Riyadh 1
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh
Introduction
While it is essential to the practice of healthcare professionals to concern about patient
safety, it is relatively current that it has been transformed into a specific body of knowledge and
therefore patient safety may be considered as a relatively ‘innovative’ discipline. Its core ideas
are to prevent the occurrence of avoidable adverse events (errors, complications and accidents)
accompanying the practice of healthcare and to reduce the impact of unavoidable adverse events.
This is a simple definition for the multifaceted, complexed nature and many key elements in the
practice of patient safety. There are economic, financial, social, cultural and organizational
matters of a patient safety environment that makes it unpractical to simply define it as the
practicing safe health care or protecting patients from harm by health care professionals. It is
essential for all health care professionals and health care organizations to become more
acquainted with the overall framework of patient safety, to dynamically contribute in hard work
to apply patient safety procedures in everyday practice and to create a culture of patient safety
culture (Yamalik & Perea Pérez, 2012).
There is a constant concern and interest in dentistry for matters related to patients and
practicing safe and quality care in the everyday dental practice. Yet, like other health
professions, more attention is given to patient related matters and safety-related matters
(Yamalik & Dijk, 2013).
Furthermore, there is an emerging professional consideration of risk management, patient
safety and handling errors. Rather than hiding them, errors are now understood as learning
material and by that, the number of publications on dental errors are increasing. As an example,
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh 2
prescribing errors in dental practice is a potential ground for development in the medication
management process and patient safety (Yamalik & Dijk, 2013).
An empirical data on the attitudes of dental professionals and dental auxiliaries about the
reporting of medical errors was collected in Riyadh, Saudi Arabia by Al-Nomay et al., (2017),
most respondents (94.4% of them) expressed that medical errors should be reported. Yet, insights
of the norm, personal preferences and existing practices regarding which type of error should be
reported were inconsistent. Only 17.9% of respondents perceived that reporting errors that results
in.
Running head Patient Safety and Risk Management in Dental Pra.docxglendar3
Running head: Patient Safety and Risk Management in Dental Practice: Are There Enough
Guidelines? An Evaluative Study on The Existing System in a Dental College of Riyadh 1
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh
Introduction
While it is essential to the practice of healthcare professionals to concern about patient
safety, it is relatively current that it has been transformed into a specific body of knowledge and
therefore patient safety may be considered as a relatively ‘innovative’ discipline. Its core ideas
are to prevent the occurrence of avoidable adverse events (errors, complications and accidents)
accompanying the practice of healthcare and to reduce the impact of unavoidable adverse events.
This is a simple definition for the multifaceted, complexed nature and many key elements in the
practice of patient safety. There are economic, financial, social, cultural and organizational
matters of a patient safety environment that makes it unpractical to simply define it as the
practicing safe health care or protecting patients from harm by health care professionals. It is
essential for all health care professionals and health care organizations to become more
acquainted with the overall framework of patient safety, to dynamically contribute in hard work
to apply patient safety procedures in everyday practice and to create a culture of patient safety
culture (Yamalik & Perea Pérez, 2012).
There is a constant concern and interest in dentistry for matters related to patients and
practicing safe and quality care in the everyday dental practice. Yet, like other health
professions, more attention is given to patient related matters and safety-related matters
(Yamalik & Dijk, 2013).
Furthermore, there is an emerging professional consideration of risk management, patient
safety and handling errors. Rather than hiding them, errors are now understood as learning
material and by that, the number of publications on dental errors are increasing. As an example,
Patient Safety and Risk Management in Dental Practice: Are There Enough Guidelines? An
Evaluative Study on The Existing System in a Dental College of Riyadh 2
prescribing errors in dental practice is a potential ground for development in the medication
management process and patient safety (Yamalik & Dijk, 2013).
An empirical data on the attitudes of dental professionals and dental auxiliaries about the
reporting of medical errors was collected in Riyadh, Saudi Arabia by Al-Nomay et al., (2017),
most respondents (94.4% of them) expressed that medical errors should be reported. Yet, insights
of the norm, personal preferences and existing practices regarding which type of error should be
reported were inconsistent. Only 17.9% of respondents perceived that reporting errors that results
in.
Similar to 12342Word Count 5363 Plagiarism Per (20)
Problem 1
Problem 2 (two screen shots)
Problem 3 (two screen shots)
Problem 4 (three screen shots)
Problem 5 (one screen shot)
Problem 6 (six screenshots plus a data table)
.
Problem 20-1A Production cost flow and measurement; journal entrie.docxChantellPantoja184
Problem 20-1A Production cost flow and measurement; journal entries L.O. P1, P2, P3, P4
[The following information applies to the questions displayed below.]
Edison Company manufactures wool blankets and accounts for product costs using process costing. The following information is available regarding its May inventories.
Beginning
Inventory
Ending
Inventory
Raw materials inventory
$
60,000
$
41,000
Goods in process inventory
449,000
521,500
Finished goods inventory
610,000
342,001
The following additional information describes the company's production activities for May.
Raw materials purchases (on credit)
$
250,000
Factory payroll cost (paid in cash)
1,850,300
Other overhead cost (Other Accounts credited)
82,000
Materials used
Direct
$
200,500
Indirect
50,000
Labor used
Direct
$
1,060,300
Indirect
790,000
Overhead rate as a percent of direct labor
115
%
Sales (on credit)
$
3,000,000
The predetermined overhead rate was computed at the beginning of the year as 115% of direct labor cost.
\\\\\
rev: 11_02_2011
references
1.
value:
2.00 points
Problem 20-1A Part 1
Required:
1(a)
Compute the cost of products transferred from production to finished goods. (Omit the "$" sign in your response.)
Cost of products transferred
$
1(b)
Compute the cost of goods sold. (Omit the "$" sign in your response.)
Cost of goods sold
$
rev: 10_31_2011
check my workeBook Links (4)references
2.
value:
5.00 points
Problem 20-1A Part 2
2(a)
Prepare journal entry dated May 31 to record the raw materials purchases. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(b)
Prepare journal entry dated May 31 to record the direct materials usage. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(c)
Prepare journal entry dated May 31 to record the indirect materials usage. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(d)
Prepare journal entry dated May 31 to record the payroll costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(e)
Prepare journal entry dated May 31 to record the direct labor costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(f)
Prepare journal entry dated May 31 to record the indirect labor costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(g)
Prepare journal entry dated May 31 to record the other overhead costs. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(h)
Prepare journal entry dated May 31 to record the overhead applied. (Omit the "$" sign in your response.)
Date
General Journal
Debit
Credit
May 31
2(i)
Prepare journal entry dated May 31 to record the goods transferred from production to finished goods.(Omit the "$" sign in yo.
Problem 2 Obtain Io.Let x be the current through j2, ..docxChantellPantoja184
Problem 2: Obtain Io.
Let x be the current through j2, .
Let .
.
.
.
………..1.
…………2.
.
.
…………3.
……………….4.
Solving these 4 equations we can get .
.
Problem 1:Find currents I1, I2, and I3
Problem 2: Obtain Io
Problem 3:Obtain io
.
Problem 1On April 1, 20X4, Rojas purchased land by giving $100,000.docxChantellPantoja184
Problem 1On April 1, 20X4, Rojas purchased land by giving $100,000 in cash and executing a $400,000 note payable to the former owner. The note bears interest at 10% per annum, with interest being payable annually on March 31 of each year. Rojas is also required to make a $100,000 payment toward the note's principal on every March 31.(a)Prepare the appropriate journal entry to record the land purchase on April 1, 20X4.(b)Prepare the appropriate journal entry to record the year-end interest accrual on December 31, 20X4.(c)Prepare the appropriate journal entry to record the payment of interest and principal on March 31, 20X5.(d)Prepare the appropriate journal entry to record the year-end interest accrual on December 31, 20X5.(e)Prepare the appropriate journal entry to record the payment of interest and principal on March 31, 20X6.
&R&"Myriad Web Pro,Bold"&20B-13.01
B-13.01
Worksheet 1(a), (b), (c), (d), (e)GENERAL JOURNALDateAccountsDebitCredit04-01-X412-31-X403-31-X512-31-X503-31-X6
&L&"Myriad Web Pro,Bold"&12Name:
Date: Section: &R&"Myriad Web Pro,Bold"&20B-13.01
B-13.01
Problem 2Ace Brick company issued $100,000 of 5-year bonds. The bonds were issued at par on January 1, 20X1, and bear interest at a rate of 8% per annum, payable semiannually.(a)Prepare the journal entry to record the bond issue on January, 20X1.(b)Prepare the journal entry that Ace would record on each interest date.(c)Prepare the journal entry that Ace would record at maturity of the bonds.
&R&"Myriad Web Pro,Bold"&20B-13.06
B-13.06
Worksheet 2(a)(b)(c)GENERAL JOURNAL DateAccountsDebitCreditIssueInterestMaturity
&L&"Myriad Web Pro,Bold"&12Name:
Date: Section: &R&"Myriad Web Pro,Bold"&20B-13.06
B-13.06
Problem 3Erik Food Supply Company issued $100,000 of face amount of 4-year bonds on January 1, 20X1. The bonds were issued at 98, and bear interest at a stated rate of 8% per annum, payable semiannually. The discount is amortized by the straight-line method.(a)Prepare the journal entry to record the initial issuance on January, 20X1.(b)Prepare the journal entry that Erik would record on each interest date.(c)Prepare the journal entry that Erik would record at maturity of the bonds.
&R&"Myriad Web Pro,Bold"&20B-13.08
B-13.08
Worksheet 3(a)(b)(c)GENERAL JOURNAL DateAccountsDebitCreditIssueInterestMaturity
&L&"Myriad Web Pro,Bold"&12Name:
Date: Section: &R&"Myriad Web Pro,Bold"&20B-13.08
B-13.08
Problem 4Horton Micro Chip Company issued $100,000 of face amount of 6-year bonds on January 1, 20X1. The bonds were issed at 103, and bear interest at a stated rate of 8% per annum, payable semiannually. The premium is amortized by the straight-line method.(a)Prepare the journal entry to record the initial issue on January, 20X1.(b)Prepare the journal entry that Horton would record on each interest date.(c)Prepare the journal entry that Horton would record at maturity of the bonds.
&R&"Myriad We.
Problem 17-1 Dividends and Taxes [LO2]Dark Day, Inc., has declar.docxChantellPantoja184
Problem 17-1 Dividends and Taxes [LO2]
Dark Day, Inc., has declared a $5.60 per share dividend. Suppose capital gains are not taxed, but dividends are taxed at 15 percent. New IRS regulations require that taxes be withheld at the time the dividend is paid. Dark Day sells for $94.10 per share, and the stock is about to go ex-dividend.
What do you think the ex-dividend price will be? (Round your answer to 2 decimal places. (e.g., 32.16))
Ex-dividend price
$
Problem 17-2 Stock Dividends [LO3]
The owners’ equity accounts for Alexander International are shown here:
Common stock ($0.60 par value)
$
45,000
Capital surplus
340,000
Retained earnings
748,120
Total owners’ equity
$
1,133,120
a-1
If Alexander stock currently sells for $30 per share and a 10 percent stock dividend is declared, how many new shares will be distributed?
New shares issued
a-2
Show how the equity accounts would change.
Common stock
$
Capital surplus
Retained earnings
Total owners’ equity
$
b-1
If instead Alexander declared a 20 percent stock dividend, how many new shares will be distributed?
New shares issued
b-2
Show how the equity accounts would change. (Negative amount should be indicated by a minus sign.)
Common stock
$
Capital surplus
Retained earnings
Total owners’ equity
$
Problem 17-3 Stock Splits [LO3]
The owners' equity accounts for Alexander International are shown here.
Common stock ($0.50 par value)
$
35,000
Capital surplus
320,000
Retained earnings
708,120
Total owners’ equity
$
1,063,120
a-1
If Alexander declares a five-for-one stock split, how many shares are outstanding now?
New shares outstanding
a-2
What is the new par value per share? (Round your answer to 3 decimal places. (e.g., 32.161))
New par value
$ per share
b-1
If Alexander declares a one-for-seven reverse stock split, how many shares are outstanding now?
New shares outstanding
b-2
What is the new par value per share? (Round your answer to 2 decimal places. (e.g., 32.16))
New par value
$ per share
Problem 17-4 Stock Splits and Stock Dividends [LO3]
Red Rocks Corporation (RRC) currently has 485,000 shares of stock outstanding that sell for $40 per share. Assuming no market imperfections or tax effects exist, what will the share price be after:
a.
RRC has a four-for-three stock split? (Round your answer to 2 decimal places. (e.g., 32.16))
New share price
$
b.
RRC has a 15 percent stock dividend? (Round your answer to 2 decimal places. (e.g., 32.16))
New share price
$
c.
RRC has a 54.5 percent stock dividend? (Round your answer to 2 decimal places. (e.g., 32.16))
New share price
$
d.
RRC has a two-for-seven reverse stock split? (Round your answer to 2 decimal places. (e.g., 32.16))
New share price
$
Determine the new number of shares outstanding in parts (a) through (d).
a.
New shares outstanding
b.
New shares o.
Problem 1Problem 1 - Constant-Growth Common StockWhat is the value.docxChantellPantoja184
Problem 1Problem 1 - Constant-Growth Common StockWhat is the value of a common stock if the firm's earnings and dividends are growing annually at 10%, the current dividend is $1.32,and investors require a 15% return on investment?What is the stock's rate of return if the market price of the stock is $35?
Problem 2Problem 2 - Preferred Stock Price and ReturnA firm has preferred stock outstanding with a $1,000 par value and a $40 annual dividend with no maturity. If the required rate of return is 9%, what is the price of the preferred stock?The market price of a firm's preferred stock is $24 and pays an annual dividend of $2.50. If the stock's par value is $1,000 and it has no maturity, what is the return on the preferred stock?
Problem 3Problem 3 - Bond Valuation and YieldA bond has a par value of $1,000, pays $50 semiannually and has a maturity of 10 years.If the bond earns 12% per year, what is the price of the bond?RateNperPMTFVTypePVWhat is the yield to maturity for the bond?NperPMTPVFVTypeRateWhat would be the bond's price if the rate earned declined to 8% per year?RateNperPMTFVTypePVIf the maturity period is reduced to 5 years and the required rate of return is 8%, what would be the price of the bond?RateNperPMTFVTypePVWhat is the yield to maturity for the bond when the maturity is 5 years and the required rate of return is 8%?NperPMTPVFVTypeRateWhat generalizations about bond prices, interest rates and maturity periods can be made based on the calculations made above?
Problem 4Problem 4 - Callable BondsThe following bonds have a par value of $1,000 and the required rate of return is 10%.Bond XY: 5¼ percent coupon, with interest paid annually for 20 yearsBond AB: 14 percent coupon, with interest paid annually for 20 yearsWhat is each bond's current market price?Bond XYBond ABRateNperPMTFVTypePVIf current interest rates are 9%, which bond would you expect to be called? Explain.
Exercise 10-5
During the month of March, Olinger Company’s employees earned wages of $69,500. Withholdings related to these wages were $5,317 for Social Security (FICA), $8,145 for federal income tax, $3,366 for state income tax, and $434 for union dues. The company incurred no cost related to these earnings for federal unemployment tax but incurred $760 for state unemployment tax.
Prepare the necessary March 31 journal entry to record salaries and wages expense and salaries and wages payable. Assume that wages earned during March will be paid during April. (Credit account titles are automatically indented when amount is entered. Do not indent manually.)
Date
Account Titles and Explanation
Debit
Credit
Mar. 31
SHOW LIST OF ACCOUNTS
LINK TO TEXT
Prepare the entry to record the company’s payroll tax expense. (Credit account titles are automatically indented when amount is entered. Do not indent manually.)
Date
Account Titles and Explanation
Debit
Credit
Mar. 31
===========================================
E.
Problem 1Prescott, Inc., manufactures bookcases and uses an activi.docxChantellPantoja184
Problem 1Prescott, Inc., manufactures bookcases and uses an activity-based costing system. Prescott's activity areas and related data follows:ActivityBudgeted Cost
of ActivityAllocation BaseCost Allocation
RateMaterials handling$230,000Number of parts$0.50Assembly3,200,000Direct labor hours16.00Finishing180,000Number of finished
units4.50Prescott produced two styles of bookcases in October: the standard bookcase and an unfinished bookcase, which has fewer parts and requires no finishing. The totals for quantities, direct
materials costs, and other data follow:ProductTotal Units
ProducedTotal Direct
Materials CostsTotal Direct
Labor CostsTotal Number
of PartsTotal Assembling
Direct Labor HoursStandard bookcase3,000$36,000$45,0009,0004,500Unfinished bookcase3,50035,00035,0007,0003,500Requirements:1. Compute the manufacturing product cost per unit of each type of bookcase.2. Suppose that pre-manufacturing activities, such as product design, were assigned to the standard bookcases at $7 each, and to the unfinished bookcases at $2 each. Similar analyses
were conducted of post-manufacturing activities such as distribution, marketing, and customer service. The post-manufacturing costs were $22 per standard bookcase and $14 per
unfinished bookcase. Compute the full product costs per unit.3. Which product costs are reported in the external financial statements? Which costs are used for management decision making? Explain the difference.4. What price should Prescott's managers set for unfinished bookcases to earn $15 per bookcase?
Problem 2Corbertt Pharmaceuticals manufactures an over-the-counter allergy medication. The company sells both large commercial containers of 1,000 capsules to health-care facilities
and travel packs of 20 capsules to shops in airports, train stations, and hotels. The following information has been developed to determine if an activity-based costing system
would be beneficial:ActivityEstimated Indirect Activity
CostsAllocation BaseEstimated Quantity of
Allocation BaseMaterials handling$95,000Kilos19,000 kilosPackaging219,000Machine hours5,475 hoursQuality assurance124,500Samples2,075 samplesTotal indirect costs$438,500Other production information includes the following:Commercial ContainersTravel PacksUnits produced3,500 containers57,000 packsWeight in kilos14,0005,700Machine hours2,625570Number of samples700855Requirements:1. Compute the cost allocation rate for each activity.2. Use the activity-based cost allocation rates to compute the activity costs per unit of the commercial containers and the travel packs. (Hint: First compute the total activity
cost allocated to each product line, and then compute the cost per unit.)3. Corbertt's original single-allocation-base costing system allocated indirect costs to produce at $157 per machine hour. Compute the total indirect costs allocated to the
commercial containers and to the travel packs under the original system. Then compute the indirect cost per unit for ea.
Problem 1Preston Recliners manufactures leather recliners and uses.docxChantellPantoja184
Problem 1Preston Recliners manufactures leather recliners and uses flexible budgeting and a standard cost system. Preston allocates overhead based on yards of direct materials. The company's performance report includes the following selected data:Static Budget
(1,000 recliners)Actual Results
(980 recliners)Sales (1,000 recliners X $495)$495,000 (980 recliners X $475)$465,500Variable manufacturing costs: Direct materials (6,000 yds @ $8.80/yard)52,800 (6,150 yds @ $8.60/yard)52,890 Direct labor (10,000 hrs @ $9.20/hour)92,000 (9,600 hrs @ $9.30/hour)89,280Variable overhead (6,000 yds @ $5.00/yard)30,000 (6,510 yds @ $6.40/yard)39,360Fixed manufacturing costs: Fixed overhead60,00062,000Total cost of goods sold$234,800$243,530Gross profit$260,200$221,970Requirements:1. Prepare a flexible budget based on the actual number of recliners sold.2. Compute the price variance and the efficiency variance for direct materials and for direct labor. For manufacturing overhead, compute the variable overhead spending, variable overhead efficiency, fixed overhead spending, and fixed overhead volume variances.3. Have Preston's managers done a good job or a poor job controlling materials, labor, and overhead costs? Why?4. Describe how Preston's managers can benefit from the standard costing system.
Problem 2AllTalk Technologies manufactures capacitors for cellular base stations and other communications applications. The company's January 2012 flexible budget income statement shows output levels of 6,500, 8,000, and 10,000 units. The static budget was based on expected sales of 8,000 units.ALLTALK TECHNOLOGIES
Flexible Budget Income Statement
Month Ended January 31, 2012Per UnitBy Units (Capacitors)6,5008,00010,000Sales revenue$24$156,000$192,000$240,000Variable expenses$1065,00080,000100,000Contribution margin$91,000$112,000$140,000Fixed expenses53,00053,00053,000Operating income$38,000$59,000$87,000The company sold 10,000 units during January, and its actual operating income was as follows:ALLTALK TECHNOLOGIES
Income Statement
Month Ended January 31, 2012Sales revenue$246,000Variable expenses104,500Contribution margin$141,500Fixed expenses54,000Operating income$87,500Requirements:1. Prepare an income statement performance report for January.2. What was the effect on AllTalk's operating income of selling 2,000 units more than the static budget level of sales?3. What is AllTalk's static budget variance? Explain why the income statement performance report provides more useful information to AllTalk's managers than the simple static budget variance. What insights can AllTalk's managers draw from this performance report?
Problem 3Java manufacturers coffee mugs that it sells to other companies for customizing with their own logos. Java prepares flexible budgets and uses a standard cost system to control manufacturing costs. The standard unit.
Problem 1Pro Forma Income Statement and Balance SheetBelow is the .docxChantellPantoja184
Problem 1Pro Forma Income Statement and Balance SheetBelow is the income statement and balance sheet for Blue Bill Corporation for 2013. Based on the historical statements and theadditional information provided, construct the firm's pro forma income statement and balance sheet for 2014.Blue Bill CorporationIncome StatementFor the year ended 2013Projected201220132014Revenue$60,000$63,000Cost of goods sold42,00044,100Gross margin18,00018,900SG&A expense6,0006,300Depreciation expense1,8002,000Earnings Before Interest and Taxes (EBIT)10,20010,600Interest expense1,5001,800Taxable income8,7008,800Income Tax Expense3,0453,080Net income5,6555,720Dividends750800To retained earnings$4,905$4,920Additional income statement information:Sales will increase by 5% in 2014 from 2013 levels.COGS and SG&A will be the average percent of sales for the last 2 years.Depreciation expense will increase to $2,200.Interest expense will be $1,900.The tax rate is 35%.Dividend payout will increase to $850.Blue Bill CorporationBalance SheetDecember 31, 2013Projected20132014Current assetsCash$8,000Accounts receivable3,150Inventory9,450Total current assets20,600Property, plant, and equipment (PP&E)28,500Accumulated depreciation16,400Net PP&E12,100Total assets$32,700Current liabilitesAccounts payable$3,780Bank loan (10%)3,200Other current liabilities1,250Total current liabilities8,230Long-term debt (12%)4,800Common stock1,250Retained earnings18,420Total liabilities and equity$32,700Additional balance sheet information:The minimum cash balance is 12% of sales.Working capital accounts (accounts receivable, accounts payable, and inventory) will be the same percent of sales in 2014 as they were in 2013.$8,350 of new PP&E will be purchased in 2014.Other current liabilities will be 3% of sales in 2014.There will be no changes in the common stock or long-term debt accounts.The plug figure (the last number entered that makes the balance sheet balance) is bank loan.
1
Rough Draft
Rough Draft
Rasmussen College
Metro Dental Care is a dental office that provides affordable, convenient, and high quality of care to patients. As a patient at Metro, I personally believe that Metro Dental Care is one of the best dental clinics around, and that’s why I have chosen this company. Metro Dental Care measures their results by recording patient satisfaction.
Managing financial reports, and the quality of service they provide to their customers. Furthermore, the dentists and staff at Metro Dental Care know how important your smile is. Their mission statement states “We pride ourselves in making your smile look great so you not only look good, but feel confident with your smile.”
Metro Dental Care offers convenience for their patients with more than 40 offices throughout the Minneapolis and St. Paul metro area offering flexible hours including early morning, evening and Saturday appointments. Whether you work or live Metro Dental Care has a location near you. Metro Dental .
Problem 2-1PROBLEM 2-1Solution Legend= Value given in problemGiven.docxChantellPantoja184
This document provides a solution to Problem 2-1. It begins by listing the values given in the problem statement. The document then likely shows the step-by-step work and calculations to arrive at the solution for Problem 2-1, ending with the final answer.
PROBLEM 14-6AProblem 14-6A Norwoods Borrowings1. Total amount of .docxChantellPantoja184
PROBLEM 14-6AProblem 14-6A: Norwoods Borrowings1. Total amount of each installment payment.Present value of an ordinary annuity$200,000Interest per period(i)0.08Number of periods(n)5Total amount of each installment payment($50,091.29)Therefore the total amount of each installment payment is $ 50,091.292.Norwoods Amortization TablePeriod Ending DateBeginning balance Interest expenseNotes PayableCash paymentEnding Balance10/31/15$200,000.00$16,000.00$34,091.29$50,091.29$165,908.7110/31/16$165,909.00$13,272.72$36,818.57$50,091.29$129,090.4310/31/17$129,090.43$10,327.23$39,764.06$50,091.29$89,326.3710/31/18$89,326.37$7,146.11$42,945.18$50,091.29$46,381.1910/31/19$46,381.19$3,710.50$46,380.79$50,091.29$0.403.a) Accrued interest as December 31st 2015Accrued interest expense = $200,000*8%*2/12= $2,666.67. Thus the journal entry is as shown below:DescriptionDr($)Cr($)interest expense $2,666.67 Interest payable $2,666.67b) The first annual payment on the note.Ten more months of interest has accrued $200,000*8%*10/12 =$13,333.33 accrued interest .Therefore the journal entry is as shown below:DescriptionDr($)Cr($)Notes payable$34,091.29interest expense$13,333.33interest payable$2,666.67 Cash$50,091.29
PROBLEM 14-7AProblem 14-7AQuestion 1a) Debt to equity ratiosPulaski CompanyScott Company Total liabilities$360,000.00$240,000.00Total Equity$500,000.00$200,000.00Debt-Equity Ratio0.721.2Question 2The debt to equity ratio measures the amount of debt a company uses has to finance its business for every dollar of equity it has. A higher debt to equity ratio implies that a company uses more debt than equity for financing. In this case, the debt to equity ratio for Pulaski Company is 0.72 which is less than 1 implying that the stockholder's equity exceeds the amount of debt borrowed. Thus Pulaski Company may not likely suffer from risks brought about by huge amount of debts in the capital structure. On the other hand, the debt to equity ratio of Scott Company is 1.2 which is greater than 1 implying that the debt exceeds the totalamount stockholders equity. Huge debts is associated with a lot of risks. First, there is the risk of defaulting whereby the company may be unable to repay its debt and therefore leading to bankruptcy. Second, a company may find it difficult to obtain additional funding from creditors.This is because the creditors prefer companies with low debt to equity ratio. Finally, there is the risks of violating the debt covenants. A covenant is an agreement that requires a company to maintain adequate financial ratio levels. Too much borrowings may violate this covenant. Since ScottCompany has a higher debt to equity ratio, it may experience these risks which may eventually lead to the company being declared bankrupt .
PROBLEM 14-6BProblem 14-6B: Gordon Enterprises Borrowings1. Total amount of each installment payment.Present value of an ordi.
Problem 13-3AThe stockholders’ equity accounts of Ashley Corpo.docxChantellPantoja184
Problem 13-3A
The stockholders’ equity accounts of Ashley Corporation on January 1, 2012, were as follows.
Preferred Stock (8%, $49 par, cumulative, 10,200 shares authorized)
$ 387,100
Common Stock ($1 stated value, 1,937,100 shares authorized)
1,408,700
Paid-in Capital in Excess of Par—Preferred Stock
123,200
Paid-in Capital in Excess of Stated Value—Common Stock
1,496,800
Retained Earnings
1,814,400
Treasury Stock (10,300 common shares)
51,500
During 2012, the corporation had the following transactions and events pertaining to its stockholders’ equity.
Feb. 1
Issued 24,100 shares of common stock for $123,900.
Apr. 14
Sold 6,000 shares of treasury stock—common for $33,800.
Sept. 3
Issued 5,100 shares of common stock for a patent valued at $35,700.
Nov. 10
Purchased 1,100 shares of common stock for the treasury at a cost of $5,700.
Dec. 31
Determined that net income for the year was $456,600.
No dividends were declared during the year.
(a)
Journalize the transactions and the closing entry for net income. (Credit account titles are automatically indented when amount is entered. Do not indent manually.)
Date
Account Titles and Explanation
Debit
Credit
Feb. 1
Apr. 14
Sept. 3
Nov. 10
Dec. 31
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Problem 12-9AYour answer is partially correct. Try again..docxChantellPantoja184
Problem 12-9A
Your answer is partially correct. Try again.
Condensed financial data of Odgers Inc. follow.
ODGERS INC.Comparative Balance Sheets
December 31
Assets
2014
2013
Cash
$ 131,704
$ 78,892
Accounts receivable
143,114
61,940
Inventory
183,375
167,646
Prepaid expenses
46,292
42,380
Long-term investments
224,940
177,670
Plant assets
464,550
395,275
Accumulated depreciation
(81,500
)
(84,760
)
Total
$1,112,475
$839,043
Liabilities and Stockholders’ Equity
Accounts payable
$ 166,260
$ 109,699
Accrued expenses payable
26,895
34,230
Bonds payable
179,300
237,980
Common stock
358,600
285,250
Retained earnings
381,420
171,884
Total
$1,112,475
$839,043
ODGERS INC.Income Statement Data
For the Year Ended December 31, 2014
Sales revenue
$633,190
Less:
Cost of goods sold
$220,800
Operating expenses, excluding depreciation
20,228
Depreciation expense
75,795
Income tax expense
44,466
Interest expense
7,710
Loss on disposal of plant assets
12,225
381,224
Net income
$ 251,966
Additional information:
1.
New plant assets costing $163,000 were purchased for cash during the year.
2.
Old plant assets having an original cost of $93,725 and accumulated depreciation of $79,055 were sold for $2,445 cash.
3.
Bonds payable matured and were paid off at face value for cash.
4.
A cash dividend of $42,430 was declared and paid during the year.
Prepare a statement of cash flows using the indirect method. (Show amounts that decrease cash flow with either a - sign e.g. -15,000 or in parenthesis e.g. (15,000).)
ODGERS INC.Statement of Cash Flows
For the Year Ended December 31, 2014
$
Adjustments to reconcile net income to
$
$
Problem 12-10A
Condensed financial data of Odgers Inc. follow.
ODGERS INC.Comparative Balance Sheets
December 31
Assets
2014
2013
Cash
$ 151,904
$ 90,992
Accounts receivable
165,064
71,440
Inventory
211,500
193,358
Prepaid expenses
53,392
48,880
Long-term investments
259,440
204,920
Plant assets
535,800
455,900
Accumulated depreciation
(94,000
)
(97,760
)
Total
$1,283,100
$967,730
Liabilities and Stockholders’ Equity
Accounts payable
$ 191,760
$ 126,524
Accrued expenses payable
31,020
39,480
Bonds payable
206,800
274,480
Common stock
413,600
329,000
Retained earnings
439,920
198,246
Total
$1,283,100
$967,730
ODGERS INC.Income Statement Data
For the Year Ended December 31, 2014
Sales revenue
$730,305
Less:
Cost of goods sold
$254,665
Operating expenses, excluding depreciation
23,331
Depreciation expense
87,420
Income taxes
51,286
Interest expense
8,892
Loss on disposal of plant assets
14,100
439,694
Net income
$ 290,611
Additional information:
1.
New plant assets costing $188,000 were purchased for c.
Problem 1123456Xf122437455763715813910106Name DateTopic.docxChantellPantoja184
Problem 1123456Xf122437455763715813910106
Name: Date:
Topic One: Mean, Variance, and Standard Deviation
Please type your answer in the cell beside the question.
5. The following is the heart rate for 10 randomly selected patients on the unit. Find the mean, variance, and standard deviation of the data using the descriptive statistics option in the data analysis toolpak.
75, 80, 62, 97, 107, 59, 76, 83, 84, 69
6. The following is a frequency distribution fo the number of times patience use the call light in a days time. X is the number of times the call light is used and f is the frequency (meaning the number of patients). Create a histogram of the data.
Sheet2
Sheet3
EXERCISE 11 USING STATISTICS TO DESCRIBE A STUDY SAMPLE
STATISTICAL TECHNIQUE IN REVIEW
Most studies describe the subjects that comprise the study sample. This description of the sample is called the sample characteristics which may be presented in a table or the narrative of the article. The sample characteristics are often presented for each of the groups in a study (i.e. experimental and control groups). Descriptive statistics are used to generate sample characteristics, and the type of statistic used depends on the level of measurement of the demographic variables included in a study (Burns & Grove, 2007). For example, measuring gender produces nominal level data that can be described using frequencies, percentages, and mode. Measuring educational level usually produces ordinal data that can be described using frequencies, percentages, mode, median, and range. Obtaining each subject's specific age is an example of ratio data that can be described using mean, range, and standard deviation. Interval and ratio data are analyzed with the same type of statistics and are usually referred to as interval/ratio level data in this text.
RESEARCH ARTICLE
Source: Troy, N. W., & Dalgas-Pelish, P. (2003). The effectiveness of a self-care intervention for the management of postpartum fatigue. Applied Nursing Research, 16 (1), 38–45.
Introduction
Troy and Dalgas-Pelish (2003) conducted a quasi-experimental study to determine the effectiveness of a self-care intervention (Tiredness Management Guide [TMG]) on postpartum fatigue. The study subjects included 68 primiparous mothers, who were randomly assigned to either the experimental group (32 subjects) or the control group (36 subjects) using a computer program. The results of the study indicated that the TMG was effective in reducing levels of morning postpartum fatigue from the 2nd to 4th weeks postpartum. These researchers recommend that “mothers need to be informed that they will probably experience postpartum fatigue and be taught to assess and manage this phenomenon” (Troy & Dalgas-Pelish, 2003, pp. 44-5).
Relevant Study Results
“A total of 80 women were initially enrolled [in the study] … twelve of these women dropped out of the study resulting in a final sample of 68.” (Troy & Dalgas-Pelish, 2003, p. 39). The researchers presen.
Problem 1. For the truss and loading shown below, calculate th.docxChantellPantoja184
Problem 1. For the truss and loading shown below, calculate the horizontal
displacement of point "D" using the method of virtual work. Show ALL your work!
HW No. 8 - Part 1
Solution
HW FA15 2 Page 1
Problem 1 Continued
Member L (in.) N (lb) N (in) NnL
HW No. 8 - Part 1
.
Problem 1 (30 marks)Review enough information about .docxChantellPantoja184
Problem 1 (30 marks)
Review enough information about Trinidad Drilling Ltd. to propose a vision and strategic objectives for the company. Develop a balanced scorecard that will help the company achieve this vision and monitor how well it is accomplishing its strategic objectives. Include a strategy map in table format that shows objectives and performance measures, with arrows illustrating hypothesized cause-and -effect relationships. Provide rationale for your strategy map. The body of your report should not exceed 1,000 words. Cite material you used to prepare the response and provide references in an appendix.
Problem 2 (20 marks)
Ajax Auto Upholstery Ltd. manufactures upholstered products for automobiles, vans, and trucks. Among the various Ajax plants around Canada is the Owlseye plant located in rural Alberta.
The chief financial officer has just received a report indicating that Ajax could purchase the entire annual output of the Owlseye plant from a foreign supplier for $37 million per year.
The budgeted operating costs (in thousands) for the Owlseye plant’s for the coming year is as follows:
Materials $15,000
Labor
Direct $12,000
Supervision 4,000
Indirect plant 5,000 19,000
Overhead
Depreciation – plant 6,000
Utilities, property tax, maintenance 2,000
Pension expense 4,500
Plant manager and staff 2,500
Corporate headquarters overhead allocation 3,000 18,000
Total budgeted costs $52,000
If material purchase orders are cancelled as a consequence of the plant closing, termination charges would amount to 10 percent of the annual cost of direct materials in the first year (zero thereafter).
A clause in the Ajax union contract requires the company to provide employment assistance to its former employees for 12 months after a plant closes. The estimated cost to administer this service if the Owlseye plant closes would be $2 million. $3.6 million of next year’s pension expense would continue indefinitely whether or not the plant remains open. About $900,000 of labour would still be required in the first year after closure to decommission the plant. After that, the plant would be sold for an estimated $1 million. Utilities, property taxes, and maintenance costs would remain unchanged in the first year after closure, but disappear when the plant is sold.
The plant manager and her staff would be somewhat affected by the closing of the Owlseye plant. Some managers would still be responsible for managing three other plants. As a result, total management salaries would be about 50% of the current level, starting at closure and remaining into the future.
Required:
Assume you are the company’s chief financial officer. Perform a five-year financial analysis and make a recommendation whether to close the Owlseye plant on this basis. Provide support for and cautions about your recommendation with organized, clearly-labeled data. Use bullet points where appropriate.
Problem 3 (16 marks)
Br.
Problem 1 (10 points) Note that an eigenvector cannot be zero.docxChantellPantoja184
Problem 1 (10 points): Note that an eigenvector cannot be zero, but an eigenvalue can
be 0. Suppose that 0 is an eigenvalue of A. What does it say about A? (Hint: One of the
most important properties of a matrix is whether or not it is invertible. Think about the
Invertible Matrix Theorem and all the ‘good things’ of dealing with invertible matrices)
Problem 5: (20 points): The figure below shows a network of one-way streets with
traffic flowing in the directions indicated. The flow rate along the streets are measured
as the average number of vehicles per hour.
a) Set up a mathematical model whose solution provides the unknown flow rates
b) Solve the model for the unknown flow rates
c) If the flow rates along the road A to B must be reduced for construction, what is
the minimum flow that is required to keep traffic flowing on all roads?
Problem 6 (20 points): Problem 7 (9 points): Prove that if A and B are matrices of the same
size, then tr(A+B)=tr(A)+tr(B)
Given:
Goal:
Proof:
Problem 7 (20 points)*: In the 1990, the northern spotted owl became the center of a
nationwide controversy over the use and misuse of the majestic forests in the Pacific
Northwest. Environmentalists convinced the federal government that the owl was
threatened with extinction if logging continued in the old-growth forests (with trees over
200 years old), where the owls prefer to live. The timber industry, anticipating the loss of
30,000 to 100,000 jobs as a result of new government restrictions on logging, argued that
the owl should not be classified as a “threatened species” and cited a number of published
scientific reports to support its case.
Caught in the crossfire of the two lobbying groups, mathematical ecologists
intensified their drive to understand the population dynamics of the spotted owl. The life
cycle of a spotted owl divides naturally into three stages: juvenile (up to 1 year old),
subadult (1 to 2 years), and adult (over 2 years). The owls mate for life during the subadult
and adult stages, begin to breed as adults, and live for up to 20 years. Each owl pair
requires about 1,000 hectares (4 square miles) for its own home territory. A critical time in
the life cycle is when the juveniles leave the nest. To survive and become a subadult, a
juvenile must successfully find a new home range (and usually a mate).
A first step in studying the population dynamics is to model the population at yearly
intervals, at times denoted by 𝑘𝑘 = 0,1,2, …. Usually, one assumes that there is a 1:1 ratio of
males to females in each life stage and counts only the females. The population at year 𝑘𝑘
can be described by a vector 𝒙𝒙𝒌𝒌 = (𝑗𝑗𝑘𝑘 , 𝑠𝑠𝑘𝑘 , 𝑎𝑎𝑘𝑘 ), where 𝑗𝑗𝑘𝑘 , 𝑠𝑠𝑘𝑘 , and 𝑎𝑎𝑘𝑘 are the numbers of
females in the juvenile, subadult, and adult stages, respectively. Using actual field data from
demographic studies, a rese
Probation and Parole 3Running head Probation and Parole.docxChantellPantoja184
Probation and Parole 3
Running head: Probation and Parole
Probation and Parole
Student Name
Allied American University
Author Note
This paper was prepared for Probation and Parole, Module 8 Check Your Understanding taught by [INSERT INSTRUCTOR’S NAME].
Directions: Respond to the following questions using complete sentences. Your answer should be at least 1 paragraph in length, which must be composed of three to five sentences.
1. What is meant by intermediate punishments and what programs are included in this category?
2. How do intermediate punishments serve to keep down prison populations?
3. Why has electronic monitoring proven so popular?
4. What is meant by shock probation/parole?
5. What are the essential features of the boot camp program?
6. Why has intensive supervision been a public relations success?
7. What are the criticisms of boot camp programs?
8. What has research revealed with respect to intensive supervision?
9. What are the criticisms of electronic monitoring in probation and parole?
10. What are the criticisms leveled at intensive supervision?
11. What are the purposes of and services offered by a day reporting center?
12. Why would heroin addicts who have no intention of giving up drug use voluntarily enter a drug treatment program? What are the advantages of using methadone to treat heroin addicts?
13. Why is behavior modification difficult to use in treating drug abusers?
14. What are the characteristics of chemical dependency (CD) programs?
15. What are the primary characteristics of the therapeutic community (TC) approach for treating drug abusers?
16. What are criticisms of the Alcoholics Anonymous approach?
17. What are the problems inherent in drug testing?
18. What are the typical characteristics of sex offenders? How have sex offender laws affected P/P supervision?
19. What are the pros and cons of restitution and charging offenders fees in probation or parole?
20. What are the problems encountered in using the interstate compact?
.
Problem 1(a) Complete the following ANOVA table based on 20 obs.docxChantellPantoja184
Problem 1:
(a) Complete the following ANOVA table based on 20 observations for the regression equation
(a) Is the overall regression significant? Fill in the missing values in the table.
Source DF SS MS F
Regression ___ 350 ____ ____
Error ___ _____
Total 500
(b) Suppose that you have computed the following sequential sums of squares due to regression:
Regressor Variables in Model SS Regression
………………………………………. 300
……………………………………… 250
…………………………………….. 340
……………………………………. 325
Fill in the missing values in the following “computer output”:
Source DF Partial SS F-value Pr>F
……………………………………………………………………………………….. 0.1245
………………………………………………………………………………………. 0.3841
………………………………………………………………………………………. 0.0042
………………………………………………………………………………………. 0.0401
Problem 2:
The time required for a merchandise to stock a grocery store shelf with a soft drink product as well as the number of cases of product stocked are given below. Consider a linear regression of delivery time against number of cases.
X=number of cases
Y=delivery time
Delivery time number of cases Hat diagonals
1.41 4 0.5077
2.96 6 0.3907
6.04 14 0.2013
7.57 19 0.3092
9.38 24 0.5912
Observations used L.S. Model
4,6,14,19,24
6,14,19,24
4,14,19,24
4,14,19,24
4,6,14,24
4,6,14,19
(a)
Calculate the PRESS statistic for the model .
(b) Calculate the regular residual for the model above. Then, compare these residuals with the PRESS residuals for this model.
Exercises from the Text
Use SAS whenever possible to do these exercises:
# 3.4 on p 122
# 3.5
# 3.8
# 3.15
# 3.21
# 3.27
# 3.28
# 3.31
# 3.38
# 3.39
Example with SAS on Sequential and Partial Sum of Squares
Data Weather;
Title 'Lows and Highs from N&O Jan 28,29,30 1992';
Title2 'using actual numbers (yesterday values)';
input city $ hi2 lo2 yhi ylo thi tlo;
* Mon Tues Wed ;
cards;
seattle 51 44 52 44 59 47
.
.
.
;
proc reg; model thi = yhi hi2 tlo ylo lo2/ss1 ss2;
test tlo=0, ylo=0, lo2=0;
/*-----------------------------------------------
| Showing sequential and partial sums of squares|
| Note t**2 = F relationship for partial F. By |
| hand, construct F to leave out .
Probe 140 SPrecipitation in inchesTemperature in F.docxChantellPantoja184
Probe 1
40 S
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 26.8
Precip 27.1
MAT(F) 59.8
Probe 2
6 S
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 69.2
Precip 124.6
MAT(F) 77.9
Probe 3
57 S
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 21.5
Precip 38.7
MAT(F) 43.5
Probe 4
38 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 30.3
Precip 16.5
MAT(F) 53.6
Probe 5
55 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 21.3
Precip 28.1
MAT(F) 40.6
Probe 6
43 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 25.4
Precip 14.4
MAT(F) 47.2
Probe 7
42 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 17.3
Precip 31.2
MAT(F) 26.0
Probe 8
42 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 29.6
Precip 38.8
MAT(F) 51.6
Probe 9
18 S
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 66.1
Precip 74.8
MAT(F) 77.7
Probe 10
58 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 16.5
Precip 24.8
MAT(F) 36.9
Probe 11
26 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 47.6
Precip 3.8
MAT(F) 70.1
Probe 12
29 N
Precipitation in inches
Temperature in F
J F M A M J J A S O N D
2
4
6
8
10
12
0
10
20
30
40
50
60
70
80
90
POTET 44.0
Precip 47.3
MAT(F) 63.2
Probe 4
Probe 2
Probe 10
Probe 5
Probe 6
Probe 7
Probe 11
Probe 12
Probe 8
Probe 9
Probe 3
Probe 1
Map 1
20 N
40 N
60 N
80 N
0
20 S
40 S
60 S
0
1000
miles
Geography 204
Koppen Climate Classification Guidelines
If POTET exceeds Precip then B
BW = POTET more than 2x Precip
(desert)
h = mean annual temp > 18 C (64.4 F)
k = mean annual temp < 18 C (64.4 F)
BS = POTET less than 2x Precip
(steppe)
h = mean annual t.
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
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Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
How to Make a Field Mandatory in Odoo 17Celine George
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ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
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Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
12342Word Count 5363 Plagiarism Per
1. 1
2
3
4
2
Word Count: 5363
Plagiarism Percentage
6%
sources:
5% match (publications)
Hassan Soleimanpour. "Emergency department patient
satisfaction survey in Imam Reza
Hospital, Tabriz, Iran", International Journal of Emergency
Medicine, 2011
< 1% match (Internet from 09-Dec-2012)
http://www.bignerds.com/tag/the-mega-church/79/
< 1% match (Internet from 06-Mar-2014)
http://publications.theseus.fi/bitstream/handle/10024/20401/jam
k_1209461503_7.pdf?
2. sequence=1
< 1% match (Internet from 13-Feb-2015)
http://w1219.cenbank.org/Out/2013/RSD/CBN%20Occasional%
20Paper%2041%20Inner.pdf
paper text:
Running head: PATIENT SATISFACTION IN SAUDI ARABIA
Patient satisfaction with emergency services
in Aliman Hospital in Saudi Arabia Author’s name Institutional
affiliation Contents Patient satisfaction with
emergency services in Aliman hospital in Saudi
Arabia......................... 3 1.0
Introduction............................................................................
...................................................
3 1.1 Research
objectives................................................................................
................................... 4 1.2
Research
questions.................................................................................
...................................
4 1.3 Research design
...............................................................................................
......................... 4
3.0 Literature
review.....................................................................................
.................................. 5 3.1 Some
of the challenges in the Emergency service
department................................................. 7 3.2 Reason why
4. 1
1
4.0 Research
methodology............................................................................
................................
10 5.0 Results and
findings..................................................................................
.............................. 12
6.0
Discussion...............................................................................
................................................
14 7.0 Limitations of the study
...............................................................................................
........... 18 8.0
Conclusion
...............................................................................................
............................... 19
References..............................................................................
....................................................... 20 Patient
satisfaction with emergency services in Aliman hospital in
Saudi Arabia 1.0 Introduction Patient satisfaction
is a very significant issue when it comes to healthcare in the
5. modern era. Additionally, the Emergency
Service
Department (ED) is believed to act as one of
the primary gatekeepers of patient’s treatment. In this case, it
is acknowledged that EDs should establish a
way of achieving
customer satisfaction by offering quality services (Shelton,
2000).
Moreover, according to available statistics, the number of ED
patients is
increasing steadily. In other words, this is a clear indicator of
the significance of
establishing quality services’ plan based on
the patients’ needs and demands. To realize successful
planning, comprehending the needs, views and the
requirements of customers is an essential step. Moreover, the
most commonly employed tool for improving
the quality of services in the Emergency Service Department is
performing a client satisfaction survey so as
to explore the variables that may be affecting the clients’ levels
of satisfaction and the common causes of
dissatisfaction among patients and customers (Shelton, 2007).
In simple terms, it is believed that the
satisfaction level of customers
is a primary component in choosing an Emergency Service
Department for
receiving services or even making recommendations to others.
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1
1
is very impossible to make all the clients satisfied,
it is acknowledged that customer satisfaction can be achieved
through
working on related satisfaction indicators and trying
as much as possible to improve them. Studies obtained
8. from other global countries indicate that employing the findings
and results
from previous satisfaction surveys can
help in enhancing the quality of the emergency services
(Shelton, 2007). Therefore, in this research work,
the level of satisfaction of patients presented to the Emergency
Service Department of Aliman hospital. The
facility was one of the renowned Emerge ncy Department
centers in Saudi Arabia with over 30,000
admissions per year will be examined and analyzed to establish
possible ways of improving the quality of
care services so as to increase the level of patient satisfaction.
1.1 Research Objectives ? To investigate
the waiting time by patients before being examined ? To
determine the relationship between communication
skills of and the satisfaction levels among patients ? To explore
the challenges and problems facing
patients and clients of Aliman hospital ins Saudi Arabia as far
as patient satisfaction is concerned ? To
examine the educational background and the literacy levels of
the participants 1.2 Research questions ?
What are the educational background and the literacy status of
the respondents? ? What is the experience
of the patients with the Emergency Service Department? ?
What is the relationship that exists between
communication skills and the satisfaction levels of the
patients? ? What are some of the factors that
determine the effectiveness of service emergency department?
1.3 Research design In this joint cross-
sectional research work, the methodology that was adopted
encompassed both qualitative and quantitative
research methodology. In this case, qualitative research
methodology involves a subjective technique that
covers the identification of new ideas and knowledge,
9. fieldwork participation and the employment of the
person doing the research as the primary information and data
source. In this case, the researcher has the
responsibility of realizing the meaning of the phenomenon
involved in the research and the nature of reality.
In other words, the research personnel does not concentrate
much on the outcome of the study, but their
primary focus is on the research process. The questionnaires
that were employed in this research had
additional questions that enabled the respondents to provide
their personal perception of the influence of
the healthcare provider’s communication skills in improving
the patient satisfaction. Interviews were also
employed in this research work to help in establishing a trusted
environment between the researcher and
the interviewee making it easy to clarify and validate data and
information that is collected. The mixed
approach technique in this research aided in combining
research methodologies in collecting the same
information and data. In so doing, it helps in reducing errors
and the possibility of biases when it comes to
data collection. In this case, the employment of both secondary
and primary data collection methods which
in one way or the other ensured that the information that was
collected was more credible. Additionally, the
mixed research approach allowed for cross-checking and
clarification as far as any ambiguity in the
collection of data is concerned. Moreover, the questionnaires
were administered in a manner that permitted
participants to take approximately 24 hours in answering the
questions. In so doing, it gave the respondents
enough time and the privacy needed to respond to the questions
appropriately. Besides, the interviews that
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were conducted consisted of structured questions that made it
possible for the researchers to collect the
desired information in the most efficient manner. In summary,
each research interview was allocated a
maximum of thirty minutes to ensure that both the researcher
and the interviewee utilized the time that they
were allocated in the most efficient way. 3.0 Literature review
It is universally acknowledged that the
Emergency Service Department is a unique context that in one
way or the other, presents some challenges
whenever there are attempts to improve the quality and the
experience of care (Shelton, 2000). However, it
11. is known that it is not fundamentally impossible to improve and
make the healthcare experience more
positive and in the process, generate a high level of patient
satisfaction (Dave, 2001). If taken seriously, so
many scholars believe that high level of patient satisfaction
will be the backbone of many healthcare
services including the ESD (Shelton, 2007). Additionally, it is
believed that research work findings and
results, suggestion and opinions are open to modifications and
if taken with the seriousness they deserve,
they are one of the crucial elements in improving the quality of
the Emergency Service Department. In this
case, some issues and challenges affecting the healthcare
department should be divided among teams to
identify and discuss organizational and behavioral changes that
would help the hospital improve the level of
client satisfaction. It is believed that most of the patient
satisfaction factors revolve around managing the
perceptions of the patients. However, the physical setting of
the healthcare facility and the hospital budget
as well; play a crucial role in impacting the level of patient
satisfaction when it comes to Emergency Service
Department though more attention is on the management of the
patient’s behavior and perceptions
(Shelton, 2007). Additionally, new and cheerful emergency
facilities, having an efficient and high-quality
radiology unit in the ED, which helps in speeding up the
diagnosis and increased staffing, are also important
in improving the satisfaction level of patients. However, not all
hospitals can accommodate or afford to have
all these improvements. Nevertheless, all institutions are in a
position to implement organizational and
behavioral changes that will help in enhancing the experience
and the quality of care without necessarily
incurring higher budgets (Shelton, 2000). In other words,
regardless of how new the healthcare facilities
12. are, the physicians technical competence, or the number of
nurses and physicians. It is acknowledged that
patients are difficult to get satisfied with the delivery of the
Emergency Service Department. If they find it
hard to perceive that the doctors, nurses, and the overall
healthcare staff care a lot about their discomfort,
confusion, embarrassment, anxiety and delays they experience
while in the ESD (Dave, 2001). Moreover,
the healthcare staff also encompasses the physicians which
mean that, if they are in one way or the other
not fully committed, involved, and accountable for the
healthcare’s patient satisfaction, then the hospital
stands no chance of improving in this area. 3.1 Some of the
challenges in the Emergency service
department It is believed that, in any healthcare environment,
patients not only need just treatment, but they
also want care. By definition, care is acknowledged as the total
patient experience of both technical
elements which includes treatment, diagnosis, prescriptions,
tests, and personal elements which
encompass things like interaction, attitudes, empathy, and
explanation. In other words, the emergency
environment offers many challenges for staffs responsible for
managing the care experience (Shelton,
2000). Some of the problems include first, stressful
environment such that, regardless of the quality and
glitzy of the healthcare facility, the patients always find the ED
very stressful. In this case, they are strange
to the machinery used in the ED, the rituals employed, the lack
of privacy and most of the patients always
compete for the attention of the healthcare providers (Shelton,
2007). Second, there is an issue of divergent
views such that, the patients and the staff may possess different
opinions and views about the severity of
the complaint at hand. In such case, those employees that are
busy always find it very abusive when they
13. are presented with minor and petty complaints from patients
while simultaneously, patients who are
perceiving that the healthcare providers are not considering
their proposal, may feel disdained or rejected
(Glick, 2008. Third, there is an issue of conflicting therapy
opinions. In this case, the patients and staffs may
differ from the best and appropriate technique for treating the
health problem at hand. For instance, patients
postulate their medical beliefs norms, systems, and treatment
habits in the Emergency Service Department.
In other words, this behaviors and beliefs class with significant
scientific medical practices and knowledge
are resulting in communication breakdown and trust between
the staff and the patients (Georgopoulos &
Cooke, 1980). 3.2 Reason why patient satisfaction is essential
It is argued that patient satisfaction cannot
be managed if the healthcare staff is not part of the team.
However, not all personnel will be directly
committed to this initiative unless they are made to
comprehend the significance of the patient’s personal
experience with the healthcare facility to departmental,
individual and the institutional goals (Mayer & Cates,
2014). In other words, all Emergency Service Department’s
staff must become familiar with the benefits of
having highly satisfied patients. In so doing, the healthcare
facility should see to it that their entire staff
realizes that patient satisfaction is not only basically a
measurable care outcome but also a very necessary
care component (Shelton, 2000). For instance, treatment forms
part of the patient care, therefore, staff must
be able to convince, confront the patient, identify themselves,
and explain what is going to happen to the
patient. In simple terms, the process and the manner in which
14. all these procedures are conducted as well
as the interaction that exists between the healthcare
professional and the patient clearly explain the care
aspect of the patient treatment which plays a very crucial part
in patient satisfaction (Mayer & Cates, 2014).
The bottom line is that, whenever emergency patients well care
for, they are satisfied and in the process,
both the staff and the patient benefit. First, patient’s level of
stress is reduced such that they are calmer,
staff demand decreases, the likeliness of complications is also
diminished, and the Emergency
Department’s visits are easier and shorter to manage (Mayer &
Cates, 2014). Second the level of patients
trust towards the healthcare increases such that, those patients
who put their confidence in the healthcare
staff are likely to be more tolerant and cooperative when it
comes to scary and uncomfortable procedures
(Shelton, 2000). Furthermore, the patient’s chances of
complying with discharge instructions are high which
means minimal returns to the Emergency Department and better
care outcomes. Finally, a positive patient
experience with the Emergency Department helps in protecting
the image and the brand of the hospital. In
this case, satisfied clients are more than willing to recommend
and use the hospital facility again and again
for other purposes gender (Dave, 2001). It is believed that the
Emergency Service Department of any
healthcare facility represents the brand and image of the
hospital and an individual’s first encounter with it,
represents the client’s perception and opinion of that brand. In
other words, if the patients were less
impressed by the services at the hospital, the chances of using
the hospital again shortly is minimal.
Apparently, this can affect the image of the hospital in a
negative way as far as their budget, the staff’s
salary and jobs are concerned (Shelton, 2000). 3.3 Strategies
15. for improving the clients experience It is
universally known that most clients are unaware of the
technicalities involves in treatment such as the
proper antibiotics needed and the appropriate tests, the correct
sutures gauges (Olson & Simerson, 2015).
However, most patients recognize the level of care they are
afforded which in most cases, encompass the
treatment and the level of emotional context in which the
aspect of treatment is delivered (Georgopoulos &
Cooke, 1980). In other words, lower satisfaction levels of
patients clearly indicate that there is lower-quality
care regardless of how glitzy the technical capabilities of the
treatment are. During the initial or early stages
of service delivery, the level of patient satisfaction involves
how effective the healthcare facility can manage
the patient perception (Olson & Simerson, 2015). In other
words, the fact that the perception of the patients
is subjective does not necessarily mean that its impact is less
objective or less concrete (Shelton, 2000). In
simple terms, the moment that the patients enter the Emergency
Service Department room, the sights, the
events, sounds, and their interactions help in building their
experience. Addionnaly, how patients respond to
this situations plays a very crucial part on how their level of
stress, cooperation, trust, patience and
tolerance is impacted. In other words, the satisfaction level of
patients is hence categorized as a care
component of the healthcare facility and not just a healthcare
outcome (Mayer & Cates, 2014). 4.0
Research Methodology This is a cross-sectional study
employing a mixed research design that
1
16. 1
1
1
encompasses precise and descriptive aims. The participants of
this research work were mainly clients of
the Emergency Service Department. Additionally, this study
took into consideration the fact that; work busy
hours, personnel, shifts, type of client, the
day of the week, different providers and client complaints have
an implication
on the level
of patient satisfaction. In this case, therefore, the sample of the
study was selected factoring of the above
factors. Moreover, the sample distribution of 300 Emergency
Service Department’s clients was conducted
using quota random sampling. During the work research period,
the customer’s number was 1230 in a
week. During the morning shifts, the client’s number was 378,
in the evening the clients population was 431
and in the night clients were approximately 421. Furthermore,
because 300 emergency service department
patients were chosen randomly from the sample population, the
representation of the quota was 25.2 %,
37.5%, and 35.5 % respectively. Moreover, the technique was
used in selecting people in different shifts
was by assigning random numbers to the individuals. Besides,
the questionnaires were given to the clients
and patients after agreeing to complete them. In this case, there
was no clear
17. evidence of unwillingness and all patients consented to
cooperate. The
patient’s satisfaction questionnaire
designed and used by the Press Ganey Institute employed in
most hospitals in America with beds
amounting to over 100 was implemented in this research work.
According to some already established
literature, it is also evident that 49 Emergence Service
Departments have also used this Press Ganey
institute’s survey. Additionally; the investigation of this
institute has indicated the status of the satisfaction
levels of patients visiting the service emergency department
annually for the year 2004 using data and
information collected from 50 American states. However, in
this study, this questionnaire survey was
employed with minor modification because Saudi Arabia’s
visit, admission and the process of discharge are
unique and different from those witnessed in the United States.
The following were some of the research
elements that were added to the questionnaire: ? The
educational background and the literacy status of the
respondents ? Satisfaction levels of the respondents with
Emergence Service Department’s security guards
behavior and courtesy The validity of the
Press Ganey questionnaire was proven by distributing it to some
ESD
specialists as well as academic research members to confirm its
effectiveness in the study. In this study, a highly reliable and
valid questionnaire consisting of approximately
thirty standard questions were subdivided and organized into
four sections ? Physician care ? Waiting and
18. identification time ? Physical comfort, registration process, and
nursing care ? Overall patient
satisfaction with Emergency Department Interviews were also
conducted by the team members of the research. Additionally,
the language
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that was employed during this research work was Arabic, which
is the national language of Saudi Arabia.
Moreover, those individuals responsible for interviewing the
respondents did not put on any form of
uniforms or badges. In other words, the interviews commenced
immediately the patients were made aware
of the objectives of the research and in the process, expressed
their willingness to participate. The subjects
or rather the respondents were interviewed whenever they
exited the ESD including those who are being
20. discharged and the ones who were hospitalized in a ward.
Patient’s waiting time before being attended to
for the first examination was also measured during this study.
In this case, the specific patient’s arrival time
was recorded in their medical reports immediately they arrived
as well as the time they attended their first
examination by the physician. In other words, as per the
recorded waiting time records and reports, the
minutes the client spent waiting to be attended to by the
physician was also determined. Moreover, to deal
with interview biases, all the individuals responsible for
interviewing were oriented by academic members in
a session as far as unifying their communication, as well as the
patients' interviewing process, are
concerned. Furthermore, the data that was collected was
analyzed through the employment of
SPSS version 13. Both ordinal and nominal scale data were
presented in the study as
relative frequency and absolute, whereas normally distributed
data were
classified and given in the form of means standard deviations.
In other words, to determine the uniqueness
of groups, the data, and information that was collected was
analyzed and evaluated using Chi-Square test.
In this case, the odds ratio, as well as 95 percent confidence
interval, was analyzed to determine the
relationship that exists between all the variables that were
examined during the study. In other words, P <
0.05 value was categorized as being statistically significant.
5.0 Results and findings From data analysis, it
is clear that 300 patients out of the total patient’s referred to
the Emergency Service Department were
21. willing to participate in this research work. In this case, their
demographic characteristics were presented in
the form of a table as shown below. Additionally,
a small percentage of the data was reported as missing because
some of the
questionnaires were partly answered. Demographic
characteristics Gender Percentage (%) female 40 male
60 Educational level diploma 30 technician 20 degree 35 Under
diploma 15
Time of visit Morning 35 Evening 40 Night 25
The data clearly indicate that 10 percent of those who
participated in the research were patients, 88 % were
the patient relatives, and 2 % did not respond to the
questionnaires completely. It was also found out that,
only 35 %, 40%,
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and 25% of the participants were admitted to the hospital during
the
morning hours, evening hours, and night
hours respectively. Those who were using the Emergency
Service Department for the first time were only
37% of the participants. AS far as the association analysis
between the satisfaction levels and waiting time
is concerned, P=0.003 represents the dissatisfaction of those
with longer waiting times. In this case, items
that boasted of a higher standard of satisfaction were; the
courtesy and behavior of the physicians which
attained 87% votes, followed by the courtesy of security guards
at 82% and finally, the courtesy and
23. behavior of nurses obtained 81%. On the other hand, items that
recorded higher levels of dissatisfaction
include the efforts of caregivers in trying to make
the patients get involved in decision making of their treatment
(26%).
This is followed by
waiting time taken for the first visit
patients 25% and finally, neatness and cleanness which
represented 22% of the total votes. The average
waiting time for a patient to be attended to by a specialist was
approximately 21 minutes which ranged between 30 minutes
representing the maximum time taken and
three minutes as the minimum waiting time. From the
information, it was certain that the living area either
rural or urban showed no any relationship to the participant’s
satisfaction levels. As far as work shifts were
concerned, it was clear that most participants were satisfied
with evening shifts (65%). Followed by night
shifts which boasted of 63% and finally, the morning shifts
which boasted of 62%. When it comes to
educational level, it was clear that those individuals who had
higher educational levels background
represented P=0.05, which means that they were more satisfied.
Additionally, whenever the respondents
were asked whether they could use Aliman Hospital’s ED again
or would refer others to it, 65 percent of the
participants indicated that they would use and apply it to others
while 18 percent indicated that they would
not recommend and refer it to it again. 6.0 Discussion
Satisfaction among patients is primarily one of the
24. most significant quality indicators when it comes to Emergency
Service Department (Olson & Simerson,
2015). Additionally, measurement of the satisfaction levels of
patients is very crucial in playing an
increasingly important role in the ever expanding need for
accountability when it comes to health care.
Moreover, considering the report postulated by Press Graney
Associates in the year 2009, the ESD is one
of the gatekeepers that is now accounting for approximately
half of Saudi Arabia’s admissions in hospitals.
In so doing it has placed a significant strain on many hospital
facilities because of the increasing service
demand which in most cases, is inappropriate when it comes to
delivery of healthcare service (Olson &
Simerson, 2015). As a result, it leads to unprecedented long
waiting times, ambulance diversions, crowded
conditions and highly variable outcomes and care. Because
Emergency Service Department is a particular
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department as far as medical services are concerned,
comprehension of the elements affecting the level of
satisfaction among patients is very essential (Olson &
Simerson, 2015). According to this study, it is clear
that there is a high degree of satisfaction among clients
although there are also so many unmet demands
and needs. For instance, according to this research work, 34 %
of the ED clients indicated very high overall
satisfaction as far as the performance of the Emergency Service
Department is concerned. Furthermore, by
analyzing the data further, it was found that 13% of the clients
have low satisfaction. In other words, in total,
26. the findings of the study indicated that 86% of the clients
believed the level of satisfaction is above average.
However, although it is challenging to keep all ED customers
satisfied, it is acknowledged that any
healthcare can realize this objective by trying to identify
potential indicators and working towards improving
them. The findings of this research work
also indicated that there is an existing association between
satisfaction
and educational level, being the relative of the patient,
residential area, and time of admission. On the other hand,
further evaluation and analysis acknowledge
that, apart from the interviewees themselves and their
backgrounds of education as their other two factors,
there is no interrelationship or meaningful association that
exists between satisfaction and other factors. In
this case, no relationship existed between the satisfaction level
of the relatives of the patients as compared
to the patient’s themselves. Moreover, the satisfaction
standards of the patients were much
lower in those patients with the higher educational background.
Gender
difference, time of admission and
residential area, possessed
no meaningful association with satisfaction level. For instance,
in
this study, those clients who were served between 2.00 pm and
8.00 pm recorded high satisfaction levels
27. as compared to those who were served between night hours and
morning hours. Nevertheless, there was
no significant statistical difference between the operational
hours of the day. For example,
in the Press Ganey report, the highest level of satisfaction was
realized in
the
morning hours and yet the influence of race, gender residential
place, and educational level on the degree
of patient’s satisfaction was not included in the assessment of
the report (Olson & Simerson, 2015).
Besides, Patient volume, staffing patterns as well as, the
severity of the condition of the patient, may impact
a large junk of these notable differences in the levels of
satisfaction. In simple terms, during night shifts,
waiting time may increase tremendously because, during the
day, the patient volumes may have been on
the rise. The study that was conducted
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by Hall and Press in the year 1996 indicated that variables such
as gender
and age do not have a profound influence on
the levels of patient satisfaction (Olson & Simerson, 2015).
Additionally, according to this study, it was also
clear that an association exists with the respect and courtesy
expressed by the physicians during waiting
29. times and the level of satisfaction. Another research work
acknowledged as Aragon’s study, also produced
similar results in the sense that, the general patients
satisfaction was the same irrespective of the clients
gender (Dave, 2001). Therefore, consistent with other previous
research work, the findings and the results
of this research work also indicated that the gender of the
client does not influence the level of satisfaction
among the ESD patients in Aliman hospital in Saudi Arabia.
Moreover, in another study that was conducted
in the year 2004 in New Jersey at Cooper Hospital, the level of
satisfaction was high in those patients with
emergency needs or severe illness. In other words, this study
also indicates that the less waiting time taken,
by patients in Aliman Hospital, the more satisfied a patient
was. Therefore, as compared with similar
research works, the findings of this research work indicated
that the waiting time was not much, but it was
ranked as a second dissatisfaction element. Apparently, those
items that reported high levels of patient’s
satisfaction revolved around the respect and the courtesy of the
physicians towards patients, the respect of
the security guards and the courtesy and the behavior of the
nurses towards patients. The findings and the
results of this study reveal that a high level of client
satisfaction can be realized through respect and
courtesy shown to patients and customers by the healthcare
staff. Additionally, effective communication
also seems to be a significant factor in the management of the
Emergency Service Department and may at
the same time improve the satisfaction levels of the patients.
To strengthen this assertion, a Hong Kong
study suggested that, a workshop on effective communication
can help in improving the abilities of
physicians when it comes to Emergency Services and in the
process, increasing the levels of patient’s
30. satisfaction and reduction in the complaints of the patients. The
findings of this study also postulate that
16% of the sample population was dissatisfied with the
interventions of the students during their
examination and treatment process. Thus, it is understood, for
healthcare department to improve the
satisfaction level of its clients, EDs need to ensure that their
processes are well defined most especially
those related to treatment and diagnosis, sorting emergency
patients, discharge, and admission. However,
Emergency Service Departments that cannot help in reduci ng
waiting time may as well assist in improving
client satisfaction levels by enhancing the comfort of the
patients in the clients’ waiting room (Shelton,
2007). Moreover, Emergency healthcare Departments can
improve the comfort level by listening and acting
on the comments of their client’s. For instance, simple things
like replacing worn out chairs and repairing air
conditioners may improve the perception of the patients as far
as ED is concerned. To clarify further, an
Australian study; Tailors study, suggests that it is clear that the
orientation of the staff through an
educational film on how to improve their communication skills
improves the satisfaction levels of the
patients (Shelton, 2007). In simple terms, although the respect,
friendliness and the ability of the health care
provider are a significant attribute
in patient’ s satisfaction, much effort should focus on improving
the
perceptions of the clients about ED and reducing the waiting
time. Additionally, as much as the frustration of
the patients were evident because of longer waiting times, there
was no tangible evidence on whether the
difference that was noted during waiting times reflected a clear
31. picture or rather a representation of the
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actual differences when it comes to clinical quality (Olson &
Simerson, 2015). 7.0 Limitations of the study
There were some confounding factors in this study.
32. Additionally, it was evident
that evidence-based interventions can be employed based on the
findings
of such research surveys. On the
other hand, the survey results cannot be taken to represent the
whole population because of the differences
that exist in different regions. In this case, the time spent in the
Emergency Service Department was not
measured right from the arrival of the patients until
disposition. In simple terms, this factor is also a
noticeable element that can be influential to the level of patient
satisfaction. In other words, satisfaction
different rates may also be realized with various presentations
of the patients
and the severity of patient cases may also influence
the rate of appreciation (Shelton, 2007). Furthermore,
variation in measurement satisfaction tools prevents making
satisfaction a
particular element of the quality equation.
In other words, it is acknowledged that data as far as patient
satisfaction is concerned are being collected
using different types of questionnaires most especiall y by using
the Press Ganey Institute questionnaire and
Picker Institute which concentrates on the care process of
patients and can also be employed in related
studies. In simple terms, by applying one of this questionnaires
means that the research work will be more
restricted to what had already been done. However, this
33. research designed tried to curb this challenge by
adding some modifying elements in the Press Ganey Institute.
8.0 Conclusion Results and findings of this
research work indicated that for the Emergency Service
Department of Aliman hospital in Saudi Arabia to
improve on the patient’s level of
satisfaction. Research-based interventions are paramount in
areas such
as nursing services, treatment of patients, staff behavior,
waiting for time, physical environment, and clinical care
processes. In other words, this improvement can
only be achieved by institutionalizing the quality of
management in healthcare services and employing the
complaints, and the feedback obtained from this interventions
in a systematic way. In so doing they can
help in influencing patient satisfaction and the efficiency of the
Emergency Service Department. Although
some patients indicated a notable degree of satisfaction with
Aliman hospital’s ED, it was evident that some
demands of the patients were unmet. Therefore, the healthcare
hospital should establish a way of
incorporating patient satisfaction as one of the core values of
the hospital. References Dave, P. K. (2001).
Emergency medical services and disaster management: A
holistic approach. New Delhi: Jaypee.
Georgopoulos, B. S., & Cooke, R. A. (1980). A comparative
study of the organization and performance of
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hospital emergency services: Selected descriptive findings and
the research instruments. Ann Arbor, Mich:
Organisational Behavior Program, Survey Research Center,
Institute for Social Research, University of
Michigan. Glick, R. L. (2008). Emergency psychiatry:
35. Principles and practice. Philadelphia: Wolters Kluwer
Health/Lippincott Williams & Wilkins. Mayer, T. A., & Cates,
R. J. (2014). Leadership for great customer
service: Satisfied employees, satisfied patients. Chicago.
Illinois: Health Administration Press Olson, A. K.,
& Simerson, B. K. (2015). Leading with strategic thinking:
Four ways effective leaders gain insight, drive
change, and get results. Hoboken: Wiley Shelton, P. J. (2000).
Measuring and improving patient
satisfaction. Gaithersburg, Md: Aspen Publishers. Shelton, P. J.
(2007). Measuring and improving patient
satisfaction. Gaithersburg, Md: Aspen Publishers 1 PATIENT
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FNSACC505A – Final Assessment task 2015
Using this template
36. Before you complete this business plan template and start using
it, consider the following:
1. Do your research. You will need to make quite a few
decisions about your business including structure, marketing
strategies and finances before you can complete the template.
By having the right information to hand you also can be more
accurate in your forecasts and analysis.
2. Determine who the plan is for. Does it have more than one
purpose? Will it be used internally or will third parties be
involved? Deciding the purpose of the plan can help you target
your answers. If third parties are involved, what are they
interested in? Although don’t assume they are just interested in
the finance part of your business. They will be looking for the
whole package.
3. Do not attempt to fill in the template from start to finish.
First decide which sections are relevant for your business and
set aside the sections that don’t apply. You can always go back
to the other sections later.
4. Use the [italicised text]. The italicised text is there to help
guide you by providing some more detailed questions you may
like to answer when preparing your response. Please note: If a
question does not apply to your circumstances it can be ignored.
5. Download the Business Plan Guide. The business plan guide
contains general advice on business planning, a complete
overview of the business plan template and a glossary
explaining the main terms used throughout this template.
6. Get some help. If you aren’t confident in completing the plan
yourself, you can enlist the help of a professional (i.e.
Enterprise Connect Centre, Business Enterprise Centre, business
adviser, or accountant) to look through your plan and provide
you with advice.
37. 7. Actual vs. expected figures. Existing businesses can include
actual figures in the plan, but if your business is just starting
out and you are using expected figures for turnover and finances
you will need to clearly show that these are expected figures or
estimates.
8. Review. Review. Review. Your business plan is there to make
a good impression. Errors will only detract from your
professional image. So ask a number of impartial people to
proofread your final plan.
For advice and examples on how to complete this template,
please download the business.gov.au Business Plan guide from
www.business.gov.au/businessplan.
Scan to watch our business planning video:
[Your Name]
[Student number]
[Business Name]
[Main Business Address]
ABN: [Made up]
[Signature]
[Kelly’s Accountant]
Business Plan
Prepared: [Date of submission]
Table of Contents
38. 3The Business
3Business details
3Registration details
3Business premises
4Organisation chart
4Management & ownership
4Key personnel
5Products/services
6Insurance
6Risk management
6Legal considerations
7Operations
8The Market
8Market research
8Market targets
8Environmental/industry analysis
8Your customers
9S.W.O.T. analysis
10Your competitors
11Advertising & sales
12The Future
12Vision statement
12Mission statement
12Goals/objectives
12Action plan
13The Finances
13Key objectives & financial review
13Assumptions
14Start-up costs for [YEAR]
15Profit and loss forecast
16Expected cash flow
The Business
Business details
Products/services: [What products/services are you selling?
39. What is the anticipated demand for your products/services?]
Registration details
Business name:
Kelly's Accountant
Business premises
Business location: [Describe the location and space
occupied/required. What is the size of the space you
occupy/require? Which city or town? Where in relation to
landmarks/main areas? If you have a retail business, where are
you in relation to other shops? What is the retail traffic like?]
Location in Melbourne Australia
Organisation chart
[Outline your business structure in the chart below.]
Management & ownership
Names of owners: Kelly
Key personnel
Current staff
[List your current staff in the table below.]
Job Title
Name
Expected staff turnover
Skills or strengths
[e.g. Marketing/ Sales Manager]
[Mr Chris Brantley]
[12-18 months]
[Relevant qualifications in Sales/Marketing. At least 5 years
40. experience in the industry. Award in marketing excellence.]
Products/services
Product/Service
Description
Price
[Product/service name]
[Brief product/service description]
[Price including GST]
Market position: [Where do your products/services fit in the
market? Are they high-end, competitive or budget? How does
this compare to your competitors?]
Insurance
Workers compensation: [Provide details if you have workers
compensation insurance? This is mandatory if you have
41. employees.]
Risk management
[List the potential risks (in order of likelihood) that could
impact your business.]
Risk
Likelihood
Impact
Strategy
[Description of the risk and the potential impact to your
business.]
[Highly Unlikely, Unlikely,
Likely,
Highly Likely]
[High,
Medium,
Low]
[What actions will you take to minimise/mitiga te the potential
risk to your business?]
42. Legal considerations
[List the legislation which will have some impact on the
running of your business. For example: consumer law, business
law, or specific legislation to your industry.]
Operations
Suppliers
[Who are your main suppliers? What do they supply to your
business?How will you maintain a good relationship with
them?]
Plant & equipment
[List your current plant and equipment purchases. These can
include vehicles, computer equipment, phones and fax
machines.]
Equipment
Purchase date
Purchase price
Running cost
Computer
Pinter
The Market
Market research
43. [What statistical research have you completed to help you
analyse your market? Did you use a survey/questionnaire? If so,
you may like to attach a copy of your survey/questionnaire to
the back of this plan.]
Your customers
Key customers
[Identify your key customers. (These can be large consumers of
your products or individuals whose satisfaction is key to the
success of your business.) How will you target your
products/service to them?]
S.W.O.T. analysis
[List each of your businesses strengths, weaknesses,
opportunities or threats in the table below and then outline how
you plan to address each of the weaknesses/threats.]
Strengths
Weaknesses
Opportunities
Threats
Your competitors
[How do you rate against your competitors? How can your
business improve on what they offer?]
Competitor details
[List at least 5 competitors in the table below.]
Competitor
44. Established date
Size
Market share (%)
Value to customers
Strengths
Weaknesses
[Competitor name]
[When were they established?]
[Number of staff and/or turnover]
[Estimated percentage of market share]
[Unique value to customers. E.g. convenience, quality, price or
service?]
[What are your competitor's main strengths?]
[What are your competitor's main weaknesses?]
45. Advertising & sales
Advertising & promotional strategy
[What strategies do you have for promoting and advertising
your products/services in the next 12 months?]
Planned promotion /advertising type
Expected business improvement
Cost ($)
Target date
[Print media advertising, online advertising, mail-out,
giveaway, media release, social media campaign or event.]
[How do you expect it will improve your business success?]
[$]
[Month/Year]
The Future
46. Vision statement
[What is your business' vision statement? It should briefly
outline your future plan for the business and include your
overall goals.]
Mission statement
[What is your business' mission statement? I.e. how will you
achieve your vision?]
Goals/objectives
[What are your short & long term goals? What activities will
you undertake to meet them?]
Action plan
Please note: This table does not include sustainability
milestones as they are listed in the sustainability section above.
Milestone
Date of expected completion
Person responsible
[What are the business milestones that you need to complete
starting from today?]
[When do you expect to complete them?]
[Who is responsible for delivering this milestone?]
The Finances
47. Key objectives & financial review
Financial objectives
[List your key financial objectives. These can be in the form of
sales or profit targets. You could also list your main financial
management goals such as cost reduction targets.]
Finance required
[How much money up-front do you need? Where will you obtain
the funds? What portion will you be seeking from loans,
investors, business partners, friends or relatives, venture capital
or government funding? How much of your own money are you
contributing towards the business?]
Assumptions
The financial tables on the subsequent pages are based on
the assumptions listed below:
· [List your financial assumptions. These can include seasonal
adjustments, drought or interest rates etc.]
Chart of Accounts
· Considering the tables below prepare a simple, number based
chart of accounts. This may be in any format you like and may
be completed separately and attached as an appendix.
Documentation
· Include a brief list of the financial documentation you will be
required to keep in your business. Also indicate the length of
time you would need to keep it
Security
· You have decided to use an MYOB system to run your
business. Please provide a detailed analysis of the security
requirements you will use to protect both the MYOB data, other
48. data and physical records that you hold in your business.
Start-up costs for [YEAR]
[Double-click the table below to enter your details or attach
your own start up costing sheet at the back of this business
plan.]
START-UP COSTSCost ($)EQUIPMENT/CAPITAL
COSTSCost ($)
Registrations Business purchase price
Business nameFranchise fees
LicencesStart-up capital
PermitsPlant & equipment
Domain namesVehicles
Trade marks/designs/ patentsComputer equipment
Vehicle registrationComputer software
More…Phones
Membership feesFax machine
Accountant feesMore…
Solicitor feesSecurity system
Rental lease cost (Rent advance/deposit)Office equipment
Utility connections & bonds (Electricity, gas, water)Furniture
Phone connectionShop fitout
Internet connectionMore…
Computer software
Training
Wages
Stock/raw materials
Insurance
Building & contents
Vehicle
Public liability
Professional indemnity
Product liability
Workers compensation
49. Business assets
Business revenue
Printing
Stationery & office supplies
Marketing & advertising
More…
Total start-up costs$0Total equipment/capital costs$0
Profit and loss forecast
[Double-click the table below to enter your details or attach
your own profit & loss sheet at the back of this business plan]
PROFIT & LOSS FORECAST[Year 1][Year 2][Year 3]
Sales
less cost of goods sold
More…
Gross profit/net sales$0$0$0
Expenses
Accountant fees
Advertising & marketing
Bank fees & charges
Bank interest
Credit card fees
Utilities (electricity, gas, water)
Telephone
Lease/loan payments
Rent & rates
Motor vehicle expenses
Repairs & maintenance
Stationery & printing
Insurance
Superannuation
Income tax
Wages (including PAYG)
More…
50. Total expenses$0$0$0
NET PROFIT$0$0$0
Expected cash flow
[Double-click the table below to enter your details or attach
your own expected cash flow sheet at the back of this business
plan]
EXPECTED CASHFLOW
[YEAR]
JanFebMarAprMayJunJulAugSepOctNovDec
OPENING BALANCE$0$0$0$0$0$0$0$0$0$0$0$0
Cash incoming
Sales
Asset sales
Debtor receipts
Other income
Total incoming$0$0$0$0$0$0$0$0$0$0$0$0
Cash outgoing
Purchases (Stock etc)
Accountant fees
Solicitor fees
Advertising & marketing
Bank fees & charges
Interest paid
Credit card fees
Utilities (electricity, gas,
water)
Telephone
Lease/loan payments
Rent & rates
Motor vehicle expenses
Repairs & maintenance
Stationery & printing
Membership & affiliation fees
51. Licensing
Insurance
Superannuation
Income tax
Wages (including PAYG)
More…
Total outgoing$0$0$0$0$0$0$0$0$0$0$0$0
Monthly cash balance$0$0$0$0$0$0$0$0$0$0$0$0
CLOSING BALANCE$0$0$0$0$0$0$0$0$0$0$0$0
Kelly
Owner
[Mr Jo Stevens
Operations]
[Mr Chris Brantley
Marketing Manager]
[Mrs Cherie Laws
53. (including PAYG)More…Total
outgoing$0$0$0$0$0$0$0$0$0$0$0$0Monthly cash
balance$0$0$0$0$0$0$0$0$0$0$0$0CLOSING
BALANCE$0$0$0$0$0$0$0$0$0$0$0$0
_1371288685.xls
Sheet1PROFIT & LOSS FORECAST[Year 1][Year 2][Year
3]Salesless cost of goods soldMore…Gross profit/net
sales$0$0$0ExpensesAccountant feesAdvertising &
marketingBank fees & chargesBank interestCredit card
feesUtilities (electricity, gas, water)TelephoneLease/loan
paymentsRent & ratesMotor vehicle expensesRepairs &
maintenanceStationery &
printingInsuranceSuperannuationIncome taxWages (including
PAYG)More…Total expenses$0$0$0NET PROFIT$0$0$0
Running head: PATIENT SATISFACTION IN SAUDI ARABIA
1
PATIENT SATISFACTION SAUDI ARABIA
4
Patient satisfaction with emergency services in Aliman Hospital
in Saudi Arabia
Author’s name
Institutional affiliation
54. Contents
Patient satisfaction with emergency services in Aliman hospital
in Saudi Arabia3
1.0 Introduction3
1.1 Research objectives4
1.2 Research questions4
1.3 Research design5
3.0 Literature review6
3.1 Some of the challenges in the Emergency service
department7
3.2 Reason why patient satisfaction is important8
3.3 Strategies for improving the clients experience10
4.0 Research methodology10
5.0 Results and findings13
6.0 Discussion15
7.0 Limitations of the study19
8.0 Conclusion20
References21
Patient satisfaction with emergency services in Aliman hospital
in Saudi Arabia
1.0 Introduction
55. Patient satisfaction is a very significant issue when it
comes to healthcare in the modern era. Additionally, the
Emergency Service Department (ED) is believed to act as one of
the primary gatekeepers of patient’s treatment. In this case, it is
acknowledged that EDs should establish a way of achieving
customer satisfaction by offering quality services (Shelton,
2000). Moreover, according to available statistics, the number
of ED patients is increasing steadily. In other words, this is a
clear indicator of the significance of establishing quality
services’ plan based on the patients’ needs and demands. To
realize successful planning, comprehending the needs, views
and the requirements of customers is an essential step.
Moreover, the most commonly employed tool for improving the
quality of services in the Emergency Service Department is
performing a client satisfaction survey so as to explore the
variables that may be affecting the clients’ levels of satisfaction
and the common causes of dissatisfaction among patients and
customers (Shelton, 2007). In simple terms, it is believed that
the satisfaction level of customers is a primary component in
choosing an Emergency Service Department for receiving
services or even making recommendations to others.
Although it is very impossible to make all the clients
satisfied, it is acknowledged that customer satisfaction can be
achieved through working on related satisfaction indicators and
trying as much as possible to improve them. Studies obtained
from other global countries indicate that employing the findings
and results from previous satisfaction surveys can help in
enhancing the quality of the emergency services (Shelton,
2007). Therefore, in this research work, the level of satisfaction
of patients presented to the Emergency Service Department of
Aliman hospital. The facility was one of the renowned
Emergency Department centers in Saudi Arabia with over
30,000 admissions per year will be examined and analyzed to
establish possible ways of improving the quality of care
services so as to increase the level of patient satisfaction.
1.1 Research Objectives
56. · To investigate the waiting time by patients before being
examined
· To determine the relationship between communication skills of
and the satisfaction levels among patients
· To explore the challenges and problems facing patients and
clients of Aliman hospital ins Saudi Arabia as far as patient
satisfaction is concerned
· To examine the educational background and the literacy levels
of the participants
1.2 Research questions
· What are the educational background and the literacy status of
the respondents?
· What is the experience of the patients with the Emergency
Service Department?
· What is the relationship that exists between communication
skills and the satisfaction levels of the patients?
· What are some of the factors that determine the effectiveness
of service emergency department?
1.3 Research design
In this joint cross-sectional research work, the
methodology that was adopted encompassed both qualitative
and quantitative research methodology. In this case, qualitative
research methodology involves a subjective technique that
covers the identification of new ideas and knowledge, fieldwork
participation and the employment of the person doing the
research as the primary information and data source. In this
case, the researcher has the responsibility of realizing the
meaning of the phenomenon involved in the research and the
nature of reality. In other words, the research personnel does
not concentrate much on the outcome of the study, but their
primary focus is on the research process. The questionnaires
that were employed in this research had additional questions
that enabled the respondents to provide their personal
perception of the influence of the healthcare provider’s
communication skills in improving the patient satisfaction.
Interviews were also employed in this research work to help in
57. establishing a trusted environment between the researcher and
the interviewee making it easy to clarify and validate data and
information that is collected.
The mixed approach technique in this research aided in
combining research methodologies in collecting the same
information and data. In so doing, it helps in reducing errors
and the possibility of biases when it comes to data collection. In
this case, the employment of both secondary and primary data
collection methods which in one way or the other ensured that
the information that was collected was more credible.
Additionally, the mixed research approach allowed for cross -
checking and clarification as far as any ambiguity in the
collection of data is concerned. Moreover, the questionnaires
were administered in a manner that permitted participants to
take approximately 24 hours in answering the questions. In so
doing, it gave the respondents enough time and the privacy
needed to respond to the questions appropriately. Besides, the
interviews that were conducted consisted of structured questions
that made it possible for the researchers to collect the desired
information in the most efficient manner. In summary, each
research interview was allocated a maximum of thirty minutes
to ensure that both the researcher and the interviewee utilized
the time that they were allocated in the most efficient way.
3.0 Literature review
It is universally acknowledged that the Emergency Service
Department is a unique context that in one way or the other,
presents some challenges whenever there are attempts to
improve the quality and the experience of care (Shelton, 2000).
However, it is known that it is not fundamentally impossible to
improve and make the healthcare experience more positive and
in the process, generate a high level of patient satisfaction
(Dave, 2001). If taken seriously, so many scholars believe that
high level of patient satisfaction will be the backbone of many
healthcare services including the ESD (Shelton, 2007).
Additionally, it is believed that research work findings and
results, suggestion and opinions are open to modifications and
58. if taken with the seriousness they deserve, they are one of the
crucial elements in improving the quality of the Emergency
Service Department. In this case, some issues and challenges
affecting the healthcare department should be divided among
teams to identify and discuss organizational and behavioral
changes that would help the hospital improve the level of client
satisfaction.
It is believed that most of the patient satisfaction factors
revolve around managing the perceptions of the patients.
However, the physical setting of the healthcare facility and the
hospital budget as well; play a crucial role in impacting the
level of patient satisfaction when it comes to Emergency
Service Department though more attention is on the
management of the patient’s behavior and perceptions (Shelton,
2007). Additionally, new and cheerful emergency facilities,
having an efficient and high-quality radiology unit in the ED,
which helps in speeding up the diagnosis and increased staffing,
are also important in improving the satisfaction level of
patients. However, not all hospitals can accommodate or afford
to have all these improvements. Nevertheless, all institutions
are in a position to implement organizational and behavioral
changes that will help in enhancing the experience and the
quality of care without necessarily incurring higher budgets
(Shelton, 2000). In other words, regardless of how new the
healthcare facilities are, the physicians technical competence, or
the number of nurses and physicians. It is acknowledged that
patients are difficult to get satisfied with the delivery of the
Emergency Service Department. If they find it hard to perceive
that the doctors, nurses, and the overall healthcare staff care a
lot about their discomfort, confusion, embarrassment, anxiety
and delays they experience while in the ESD (Dave, 2001).
Moreover, the healthcare staff also encompasses the physicians
which mean that, if they are in one way or the other not fully
committed, involved, and accountable for the healthcare’s
patient satisfaction, then the hospital stands no chance of
improving in this area.
59. 3.1 Some of the challenges in the Emergency service department
It is believed that, in any healthcare environment, patients
not only need just treatment, but they also want care. By
definition, care is acknowledged as the total patient experience
of both technical elements which includes treatment, diagnosis,
prescriptions, tests, and personal elements which encompass
things like interaction, attitudes, empathy, and explanation. In
other words, the emergency environment offers many challenges
for staffs responsible for managing the care experience
(Shelton, 2000). Some of the problems include first, stressful
environment such that, regardless of the quality and glitzy of
the healthcare facility, the patients always find the ED very
stressful. In this case, they are strange to the machinery used in
the ED, the rituals employed, the lack of privacy and most of
the patients always compete for the attention of the healthcare
providers (Shelton, 2007). Second, there is an issue of divergent
views such that, the patients and the staff may possess different
opinions and views about the severity of the complaint at hand.
In such case, those employees that are busy always find it very
abusive when they are presented with minor and petty
complaints from patients while simultaneously, patients who are
perceiving that the healthcare providers are not considering
their proposal, may feel disdained or rejected (Glick, 2008.
Third, there is an issue of conflicting therapy opinions. In this
case, the patients and staffs may differ from the best and
appropriate technique for treating the health problem at hand.
For instance, patients postulate their medical beliefs norms,
systems, and treatment habits in the Emergency Service
Department. In other words, this behaviors and beliefs class
with significant scientific medical practices and knowledge are
resulting in communication breakdown and trust between the
staff and the patients (Georgopoulos & Cooke, 1980).
3.2 Reason why patient satisfaction is essential
It is argued that patient satisfaction cannot be managed if
the healthcare staff is not part of the team. However, not all
personnel will be directly committed to this initiative unless
60. they are made to comprehend the significance of the patient’s
personal experience with the healthcare facility to departmental,
individual and the institutional goals (Mayer & Cates, 2014). In
other words, all Emergency Service Department’s staff must
become familiar with the benefits of having highly satisfied
patients. In so doing, the healthcare facility should see to it that
their entire staff realizes that patient satisfaction is not only
basically a measurable care outcome but also a very necessary
care component (Shelton, 2000). For instance, treatment forms
part of the patient care, therefore, staff must be able to
convince, confront the patient, identify themselves, and explain
what is going to happen to the patient. In simple terms, the
process and the manner in which all these procedures are
conducted as well as the interaction that exists between the
healthcare professional and the patient clearly explain the care
aspect of the patient treatment which plays a very crucial part in
patient satisfaction (Mayer & Cates, 2014).
The bottom line is that, whenever emergency patients well
care for, they are satisfied and in the process, both the staff and
the patient benefit. First, patient’s level of stress is reduced
such that they are calmer, staff demand decreases, the likeliness
of complications is also diminished, and the Emergency
Department’s visits are easier and shorter to manage (Mayer &
Cates, 2014). Second the level of patients trust towards the
healthcare increases such that, those patients who put their
confidence in the healthcare staff are likely to be more tolerant
and cooperative when it comes to scary and uncomfortable
procedures (Shelton, 2000). Furthermore, the patient’s chances
of complying with discharge instructions are high which means
minimal returns to the Emergency Department and better care
outcomes. Finally, a positive patient experience with the
Emergency Department helps in protecting the image and the
brand of the hospital. In this case, satisfied clients are more
than willing to recommend and use the hospital facility again
and again for other purposes gender (Dave, 2001). It is believed
that the Emergency Service Department of any healthcare
61. facility represents the brand and image of the hospital and an
individual’s first encounter with it, represents the client’s
perception and opinion of that brand. In other words, if the
patients were less impressed by the services at the hospital, the
chances of using the hospital again shortly is minimal.
Apparently, this can affect the image of the hospital in a
negative way as far as their budget, the staff’s salary and jobs
are concerned (Shelton, 2000).
3.3 Strategies for improving the clients experience
It is universally known that most clients are unaware of the
technicalities involves in treatment such as the proper
antibiotics needed and the appropriate tests, the correct sutures
gauges (Olson & Simerson, 2015). However, most patients
recognize the level of care they are afforded which in most
cases, encompass the treatment and the level of emotional
context in which the aspect of treatment is delivered
(Georgopoulos & Cooke, 1980). In other words, lower
satisfaction levels of patients clearly indicate that there is
lower-quality care regardless of how glitzy the technical
capabilities of the treatment are.
During the initial or early stages of service delivery, the
level of patient satisfaction involves how effective the
healthcare facility can manage the patient perception (Olson &
Simerson, 2015). In other words, the fact that the perception of
the patients is subjective does not necessarily mean that its
impact is less objective or less concrete (Shelton, 2000). In
simple terms, the moment that the patients enter the Emergency
Service Department room, the sights, the events, sounds, and
their interactions help in building their experience. Addionnaly,
how patients respond to this situations plays a very crucial part
on how their level of stress, cooperation, trust, patience and
tolerance is impacted. In other words, the satisfaction level of
patients is hence categorized as a care component of the
healthcare facility and not just a healthcare outcome (Mayer &
Cates, 2014).
4.0 Research Methodology
62. This is a cross-sectional study employing a mixed research
design that encompasses precise and descriptive aims. The
participants of this research work were mainly clients of the
Emergency Service Department. Additionally, this study took
into consideration the fact that; work busy hours, personnel,
shifts, type of client, the day of the week, different providers
and client complaints have an implication on the level of patient
satisfaction. In this case, therefore, the sample of the study was
selected factoring of the above factors. Moreover, the sample
distribution of 300 Emergency Service Department’s clients was
conducted using quota random sampling. During the work
research period, the customer’s number was 1230 in a week.
During the morning shifts, the client’s number was 378, in the
evening the clients population was 431 and in the night clients
were approximately 421. Furthermore, because 300 emergency
service department patients were chosen randomly from the
sample population, the representation of the quota was 25.2 %,
37.5%, and 35.5 % respectively. Moreover, the technique was
used in selecting people in different shifts was by assigning
random numbers to the individuals. Besides, the questionnaires
were given to the clients and patients after agreeing to complete
them. In this case, there was no clear evidence of unwillingness
and all patients consented to cooperate.
The patient’s satisfaction questionnaire designed and used
by the Press Ganey Institute employed in most hospitals in
America with beds amounting to over 100 was implemented in
this research work. According to some already established
literature, it is also evident that 49 Emergence Service
Departments have also used this Press Ganey institute’s survey.
Additionally; the investigation of this institute has indicated the
status of the satisfaction levels of patients visiting the service
emergency department annually for the year 2004 using data
and information collected from 50 American states. However, in
this study, this questionnaire survey was employed with minor
modification because Saudi Arabia’s visit, admission and the
process of discharge are unique and different from those
63. witnessed in the United States. The following were some of the
research elements that were added to the questionnaire:
· The educational background and the literacy status of the
respondents
· Satisfaction levels of the respondents with Emergence Service
Department’s security guards behavior and courtesy
The validity of the Press Ganey questionnaire was proven
by distributing it to some ESD specialists as well as academic
research members to confirm its effectiveness in the study. In
this study, a highly reliable and valid questionnaire consisting
of approximately thirty standard questions were subdivided and
organized into four sections
· Physician care
· Waiting and identification time
· Physical comfort, registration process, and nursing care
· Overall patient satisfaction with Emergency Department
Interviews were also conducted by the team members of
the research. Additionally, the language that was employed
during this research work was Arabic, which is the national
language of Saudi Arabia. Moreover, those individuals
responsible for interviewing the respondents did not put on any
form of uniforms or badges. In other words, the interviews
commenced immediately the patients were made aware of the
objectives of the research and in the process, expressed their
willingness to participate. The subjects or rather the
respondents were interviewed whenever they exited the ESD
including those who are being discharged and the ones who
were hospitalized in a ward.
Patient’s waiting time before being attended to for the first
examination was also measured during this study. In this case,
the specific patient’s arrival time was recorded in their medical
reports immediately they arrived as well as the time they
attended their first examination by the physician. In other
words, as per the recorded waiting time records and reports, the
minutes the client spent waiting to be attended to by the
physician was also determined. Moreover, to deal with
64. interview biases, all the individuals responsible for interviewing
were oriented by academic members in a session as far as
unifying their communication, as well as the patients'
interviewing process, are concerned. Furthermore, the data that
was collected was analyzed through the employment of SPSS
version 13. Both ordinal and nominal scale data were presented
in the study as relative frequency and absolute, whereas
normally distributed data were classified and given in the form
of means standard deviations. In other words, to determine the
uniqueness of groups, the data, and information that was
collected was analyzed and evaluated using Chi-Square test. In
this case, the odds ratio, as well as 95 percent confidence
interval, was analyzed to determine the relationship that exists
between all the variables that were examined during the study.
In other words, P < 0.05 value was categorized as being
statistically significant.
5.0 Results and findings
From data analysis, it is clear that 300 patients out of the
total patient’s referred to the Emergency Service Department
were willing to participate in this research work. In this case,
their demographic characteristics were presented in the form of
a table as shown below. Additionally, a small percentage of the
data was reported as missing because some of the questionnaires
were partly answered.
Demographic characteristics
Gender
Percentage (%)
female
40
male
60
Educational level
diploma
30
65. technician
20
degree
35
Under diploma
15
Time of visit
Morning
35
Evening
40
Night
25
The data clearly indicate that 10 percent of those who
participated in the research were patients, 88 % were the patient
relatives, and 2 % did not respond to the questionnaires
completely. It was also found out that, only 35 %, 40%, and
25% of the participants were admitted to the hospital during the
morning hours, evening hours, and night hours respectively.
Those who were using the Emergency Service Department for
the first time were only 37% of the participants.
AS far as the association analysis between the satisfaction
levels and waiting time is concerned, P=0.003 represents the
dissatisfaction of those with longer waiting times. In this case,
items that boasted of a higher standard of satisfaction were; the
courtesy and behavior of the physicians which attained 87%
votes, followed by the courtesy of security guards at 82% and
finally, the courtesy and behavior of nurses obtained 81%. On
the other hand, items that recorded higher levels of
dissatisfaction include the efforts of caregivers in trying to
make the patients get involved in decision making of their
treatment (26%). This is followed by waiting time taken for the
first visit patients 25% and finally, neatness and cleanness
66. which represented 22% of the total votes.
The average waiting time for a patient to be attended to by
a specialist was approximately 21 minutes which ranged
between 30 minutes representing the maximum time taken and
three minutes as the minimum waiting time. From the
information, it was certain that the living area either rural or
urban showed no any relationship to the participant’s
satisfaction levels. As far as work shifts were concerned, it was
clear that most participants were satisfied with evening shifts
(65%). Followed by night shifts which boasted of 63% and
finally, the morning shifts which boasted of 62%. When it
comes to educational level, it was clear that those individuals
who had higher educational levels background represented
P=0.05, which means that they were more satisfied.
Additionally, whenever the respondents were asked whether
they could use Aliman Hospital’s ED again or would refer
others to it, 65 percent of the participants indicated that they
would use and apply it to others while 18 percent indicated that
they would not recommend and refer it to it again.
6.0 Discussion
Satisfaction among patients is primarily one of the most
significant quality indicators when it comes to Emergency
Service Department (Olson & Simerson, 2015). Additionally,
measurement of the satisfaction levels of patients is very crucial
in playing an increasingly important role in the ever expanding
need for accountability when it comes to health care. Moreover,
considering the report postulated by Press Graney Associates in
the year 2009, the ESD is one of the gatekeepers that is now
accounting for approximately half of Saudi Arabia’s admissions
in hospitals. In so doing it has placed a significant strain on
many hospital facilities because of the increasing service
demand which in most cases, is inappropriate when it comes to
delivery of healthcare service (Olson & Simerson, 2015). As a
result, it leads to unprecedented long waiting times, ambulance
diversions, crowded conditions and highly variable outcomes
and care. Because Emergency Service Department is a particular
67. department as far as medical services are concerned,
comprehension of the elements affecting the level of
satisfaction among patients is very essential (Olson & Simerson,
2015).
According to this study, it is clear that there is a high
degree of satisfaction among clients although there are also so
many unmet demands and needs. For instance, according to this
research work, 34 % of the ED clients indicated very high
overall satisfaction as far as the performance of the Emergency
Service Department is concerned. Furthermore, by analyzing the
data further, it was found that 13% of the clients have low
satisfaction. In other words, in total, the findings of the study
indicated that 86% of the clients believed the level of
satisfaction is above average. However, although it is
challenging to keep all ED customers satisfied, it is
acknowledged that any healthcare can realize this objective by
trying to identify potential indicators and working towards
improving them. The findings of this research work also
indicated that there is an existing association between
satisfaction and educational level, being the relative of the
patient, residential area, and time of admission. On the other
hand, further evaluation and analysis acknowledge that, apart
from the interviewees themselves and their backgrounds of
education as their other two factors, there is no interrelationship
or meaningful association that exists between satisfaction and
other factors. In this case, no relationship existed between the
satisfaction level of the relatives of the patients as compared to
the patient’s themselves. Moreover, the satisfaction standards of
the patients were much lower in those patients with the higher
educational background. Gender difference, time of admission
and residential area, possessed no meaningful association with
satisfaction level. For instance, in this study, those clients who
were served between 2.00 pm and 8.00 pm recorded high
satisfaction levels as compared to those who were served
between night hours and morning hours. Nevertheless, there was
no significant statistical difference between the operational
68. hours of the day. For example, in the Press Ganey report, the
highest level of satisfaction was realized in the morning hours
and yet the influence of race, gender residential place, and
educational level on the degree of patient’s satisfaction was not
included in the assessment of the report (Olson & Simerson,
2015). Besides, Patient volume, staffing patterns as well as, the
severity of the condition of the patient, may impact a large junk
of these notable differences in the levels of satisfaction. In
simple terms, during night shifts, waiting time may increase
tremendously because, during the day, the patient volumes may
have been on the rise.
The study that was conducted by Hall and Press in the year
1996 indicated that variables such as gender and age do not
have a profound influence on the levels of patient satisfaction
(Olson & Simerson, 2015). Additionally, according to this
study, it was also clear that an association exists with the
respect and courtesy expressed by the physicians during waiting
times and the level of satisfaction. Another research work
acknowledged as Aragon’s study, also produced similar results
in the sense that, the general patients satisfaction was the same
irrespective of the clients gender (Dave, 2001). Therefore,
consistent with other previous research work, the findings and
the results of this research work also indicated that the gender
of the client does not influence the level of satisfaction among
the ESD patients in Aliman hospital in Saudi Arabia. Moreover,
in another study that was conducted in the year 2004 in New
Jersey at Cooper Hospital, the level of satisfaction was high in
those patients with emergency needs or severe illness. In other
words, this study also indicates that the less waiting time taken,
by patients in Aliman Hospital, the more satisfied a patient was.
Therefore, as compared with similar research works, the
findings of this research work indicated that the waiting time
was not much, but it was ranked as a second dissatisfaction
element. Apparently, those items that reported high levels of
patient’s satisfaction revolved around the respect and the
courtesy of the physicians towards patients, the respect of the
69. security guards and the courtesy and the behavior of the nurses
towards patients.
The findings and the results of this study reveal that a high
level of client satisfaction can be realized through respect and
courtesy shown to patients and customers by the healthcare
staff. Additionally, effective communication also seems to be a
significant factor in the management of the Emergency Service
Department and may at the same time improve the satisfaction
levels of the patients. To strengthen this assertion, a Hong Kong
study suggested that, a workshop on effective communication
can help in improving the abilities of physicians when it comes
to Emergency Services and in the process, increasing the levels
of patient’s satisfaction and reduction in the complaints of the
patients.
The findings of this study also postulate that 16% of the
sample population was dissatisfied with the interventions of the
students during their examination and treatment process. Thus,
it is understood, for healthcare department to improve the
satisfaction level of its clients, EDs need to ensure that their
processes are well defined most especially those related to
treatment and diagnosis, sorting emergency patients, discharge,
and admission. However, Emergency Service Departments that
cannot help in reducing waiting time may as well assist in
improving client satisfaction levels by enhancing the comfort of
the patients in the clients’ waiting room (Shelton, 2007).
Moreover, Emergency healthcare Departments can improve the
comfort level by listening and acting on the comments of their
client’s. For instance, simple things like replacing worn out
chairs and repairing air conditioners may improve the
perception of the patients as far as ED is concerned. To clarify
further, an Australian study; Tailors study, suggests that it is
clear that the orientation of the staff through an educational
film on how to improve their communication skills improves the
satisfaction levels of the patients (Shelton, 2007).
In simple terms, although the respect, friendliness and the
ability of the health care provider are a significant attribute in
70. patient’s satisfaction, much effort should focus on improving
the perceptions of the clients about ED and reducing the waiting
time. Additionally, as much as the frustration of the patients
were evident because of longer waiting times, there was no
tangible evidence on whether the difference that was noted
during waiting times reflected a clear picture or rather a
representation of the actual differences when it comes to
clinical quality (Olson & Simerson, 2015).
7.0 Limitations of the study
There were some confounding factors in this study.
Additionally, it was evident that evidence-based interventions
can be employed based on the findings of such research surveys.
On the other hand, the survey results cannot be taken to
represent the whole population because of the differences that
exist in different regions. In this case, the time spent in the
Emergency Service Department was not measured right from the
arrival of the patients until disposition. In simple terms, this
factor is also a noticeable element that can be influential to the
level of patient satisfaction. In other words, satisfaction
different rates may also be realized with various presentations
of the patients and the severity of patient cases may also
influence the rate of appreciation (Shelton, 2007). Furthermore,
variation in measurement satisfaction tools prevents making
satisfaction a particular element of the quality equation. In
other words, it is acknowledged that data as far as patient
satisfaction is concerned are being collected using different
types of questionnaires most especially by using the Press
Ganey Institute questionnaire and Picker Institute which
concentrates on the care process of patients and can also be
employed in related studies. In simple terms, by applying one of
this questionnaires means that the research work will be more
restricted to what had already been done. However, this
research designed tried to curb this challenge by adding some
modifying elements in the Press Ganey Institute.
8.0 Conclusion
Results and findings of this research work indicated that
71. for the Emergency Service Department of Aliman hospital in
Saudi Arabia to improve on the patient’s level of satisfaction.
Research-based interventions are paramount in areas such as
nursing services, treatment of patients, staff behavior, waiting
for time, physical environment, and clinical care processes. In
other words, this improvement can only be achieved by
institutionalizing the quality of management in healthcare
services and employing the complaints, and the feedback
obtained from this interventions in a systematic way. In so
doing they can help in influencing patient satisfaction and the
efficiency of the Emergency Service Department. Although
some patients indicated a notable degree of satisfaction with
Aliman hospital’s ED, it was evident that some demands of the
patients were unmet. Therefore, the healthcare hospital should
establish a way of incorporating patient satisfaction as one of
the core values of the hospital.
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