Before January 2009, inpatient discharges were done through central discharges system at the ground floor of finance department. Effective January 2010 a new decentralise inpatient discharges system at wad level was implemented . Before the implementation of the new system, data were collected from July 2009 to December 2009 on the total number of feedback form received, number of complaint on hassle of discharge and complaint of long waiting time. After the implementation of the new system, the same data were collected from January to June 2010. The two set of data were compared to see the impact of the new discharge system. Further monitoring was done by collecting data for the first six month of 2011 and the first six month of 2012.Based on the data collected it was found that for a period of July to December 2009, 295 complaints on hassle of discharges and 46 complaints on long waiting time. For the period from January to June 2010, there was no complaint on the hassle of discharges but 38 complaints on the long waiting time. Further monitoring was done from January to June 2011 and it was found that there was no complaint on the hassle of discharges but complaints on the long waiting time had reduced to 8 cases. For the period from January to June 2012, there was no complaint about the hassle but only 6 cases on the long waiting time. Revenue of the hospital grows by 35% from year 2009 to 2012 and PBT grows by 250% from year 2009 to 2012.
Background: Safe, timely and accessible essential surgery and anesthesia is now integral to universal health coverage with the passage of World Health Organization Resolution
68/15. In the past, hospital-based surgical assessment surveys and indices were critical for advocacy, illustrating real infrastructure deficits and needs. The Lancet
Commissions on Global Surgery goals for 2030 and its indicators, targeting anesthesia, obstetrics and surgery in low-income countries, indicated the creation of a new global surgery index.
Methods: Indicator thresholds and data were identified and collected from World Health Organization public data sets and available literature. Quintile categories were used to assign points and descriptive statistics were used generated indices of low-income countries, as well as illustrating data collection needs.
Results: A Lancet Commissions on Global Surgery indicator-based index was generated.
The Democratic People's Republic of Korea had the lowest surgical capacity index at
9.09%; Ethiopia and Sierra Leone had the highest at 81.81%. The average equaled
60.41%. 6 out of 17 indicators had no reported data; while only cesarean section rate had reported data from all LICs.
Conclusion: This Lancet Commissions on Global Surgery indicator-based index can be used in real-time surgical system capacity-building (such as infrastructure planning and assessment for expanding best practices in low-income countries) to achieve safe, timely and accessible global essential surgery and anesthesia by 2030. Despite the WHA
Resolution, data collection gaps may slow the pace of attaining that vision. Thus, stakeholders can use this tool to aid in assuring surgical access, quality improvement, and stronger data collection.
The State of Consumer Healthcare: A Study of Patient ExperienceProphet
There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.
This presentation explains findings from the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.
View the webinar here: http://bit.ly/1RLgTFX
Predicting Patient Adherence: Why and HowCognizant
To contain costs and improve healthcare outcomes, players across the value chain must apply advanced analytics to measure and understand patients’ failure to follow treatment therapies, and to then determine effective remedial action. This white paper lays out a framework for enabling patient adherence management and some general prescriptions on how to convert lofty concepts to meaningful action.
The Effect of Service Quality on Patient Loyalty (A Study on Inpatients of Re...IJAEMSJORNAL
This study aims at examining whether service quality influences customer loyalty, in this case, hospital’s inpatient. Service quality is represented in the form of five independent variables, which are tangibles, reliability, responsiveness, assurance, and empathy. This study is conducted at some regional hospitals in Jakarta, Indonesia, and the respondents are inpatients of the concerned hospitals. The data are analyzed by employing a multiple linear regression method. The research shows that the five independent variables simultaneously, significantly influence patient loyalty. Partially, almost all of the independent variables significantly influence it except the reliability variable.
Background: Safe, timely and accessible essential surgery and anesthesia is now integral to universal health coverage with the passage of World Health Organization Resolution
68/15. In the past, hospital-based surgical assessment surveys and indices were critical for advocacy, illustrating real infrastructure deficits and needs. The Lancet
Commissions on Global Surgery goals for 2030 and its indicators, targeting anesthesia, obstetrics and surgery in low-income countries, indicated the creation of a new global surgery index.
Methods: Indicator thresholds and data were identified and collected from World Health Organization public data sets and available literature. Quintile categories were used to assign points and descriptive statistics were used generated indices of low-income countries, as well as illustrating data collection needs.
Results: A Lancet Commissions on Global Surgery indicator-based index was generated.
The Democratic People's Republic of Korea had the lowest surgical capacity index at
9.09%; Ethiopia and Sierra Leone had the highest at 81.81%. The average equaled
60.41%. 6 out of 17 indicators had no reported data; while only cesarean section rate had reported data from all LICs.
Conclusion: This Lancet Commissions on Global Surgery indicator-based index can be used in real-time surgical system capacity-building (such as infrastructure planning and assessment for expanding best practices in low-income countries) to achieve safe, timely and accessible global essential surgery and anesthesia by 2030. Despite the WHA
Resolution, data collection gaps may slow the pace of attaining that vision. Thus, stakeholders can use this tool to aid in assuring surgical access, quality improvement, and stronger data collection.
The State of Consumer Healthcare: A Study of Patient ExperienceProphet
There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.
This presentation explains findings from the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.
View the webinar here: http://bit.ly/1RLgTFX
Predicting Patient Adherence: Why and HowCognizant
To contain costs and improve healthcare outcomes, players across the value chain must apply advanced analytics to measure and understand patients’ failure to follow treatment therapies, and to then determine effective remedial action. This white paper lays out a framework for enabling patient adherence management and some general prescriptions on how to convert lofty concepts to meaningful action.
The Effect of Service Quality on Patient Loyalty (A Study on Inpatients of Re...IJAEMSJORNAL
This study aims at examining whether service quality influences customer loyalty, in this case, hospital’s inpatient. Service quality is represented in the form of five independent variables, which are tangibles, reliability, responsiveness, assurance, and empathy. This study is conducted at some regional hospitals in Jakarta, Indonesia, and the respondents are inpatients of the concerned hospitals. The data are analyzed by employing a multiple linear regression method. The research shows that the five independent variables simultaneously, significantly influence patient loyalty. Partially, almost all of the independent variables significantly influence it except the reliability variable.
Analysis of The Influence Patient Safety, Service Quality, Marketing Mix, Tow...inventionjournals
This research includes studies explanation (explanatory research) is causality that explains a relationship between variables by testing the hypothesis that there is. The population of reseach was patients who had received inpatient health services with the unit of analysis is a private hospitals in Surabaya. This reseach use a sampling technique with accidential sampling method. Patient safety variable were measured through indicators of patient identification, effective communication, drug safety, assurance procedures, the risk of infection, the risk of patient falls. Marketing mix variable were measured through indicators of product, price, promotion, place, participant, process, physical evidence. Service quality variable were measured through indicators reliability, assurance, tangible, empathy, responsiveness. Patient satisfaction variable were measured through indicators, namely; suitability of hope, fulfillment, fulfillment of desires. Patient loyalty variable were measured through indicators repeat purchase, retention, referalls, Results of this reseach: 1) Patient safety have a significant effect on patient satisfaction for inpatient of private hospitals in Surabaya. 2) Marketing mix have a significant effect on patient satisfaction for inpatient of private hospital in Surabaya. 3) Service quality does not have a significant effect on patient satisfaction for inpatient of private hospitals in Surabaya. 4) Patient safety does not have a significant effect on patient loyalty for inpatient of private hospitals in Surabaya. 5) Servive quality have a significant effect on patient loyalty for inpatient of private hospitals in Surabaya. 6) Marketing mix have a significant effect on pateint loyalty for inpatient of private hospitals in Surabaya. 7) Patient satisfaction have a significant effect on patient loyalty for inpatient of private hospitals in Surabaya. 8) Patient safety have a significant effect on the service quality for inpatient of private hospitals in Surabaya
A definition of the term “smart hospitals” may thus be: “A smart hospital is a hospital that relies on optimised and automated processes built on an ICT environment of interconnected assets, particularly based on Internet of things (IoT), to improve existing patient care procedures and introduce new capabilities”.
Pharmacy's Emerging Role in Accountable Care Organizations (ACO)Parata Systems
Your pharmacy is an excellent partner for accountable care organizations. ACOs are formed by doctors, hospitals and other healthcare providers to improve health outcomes and lower overall medical expenses for a targeted patient population. Reimbursements are tied to patient outcomes.
ACOs’ highest-risk and highest-cost patients are those managing chronic illnesses and taking multiple medications a day. When your pharmacy can improve and track adherence – a key driver of readmission prevention and overall health – you are a valuable partner to help ACOs prevent unnecessary medical care.
Jamie Hale serves as the Chief Pharmacy Officer for Cornerstone Health Care where he is responsible for the development and integration of pharmaceutical care services in the Accountable Care Organization. He transitioned to Cornerstone in December 2012 after a 15 year career at Wake Forest Baptist Health, where he last served as Director of Pharmacy.
Download the full audio webinar at http://bit.ly/pharmacyACO.
Service Marketing Mix 7Ps and Patient Satisfaction in Clinics A Review ArticleYogeshIJTSRD
This study aims to review the healthcare marketing mix and patient satisfaction in clinics. The findings indicate that the healthcare marketing mix 7Ps in clinics7Ps comprises people, product services , process, physical evidence, price, place, and process. The proposed theoretical framework is shown the relationship between the service marketing mix in clinics and patient satisfaction. Managers may adopt the 7Ps of this review article to achieve patient satisfaction and intended performance levels. The researcher recommended further study to clarify the relationship in this sector. Supaprawat Siripipatthanakul | Pattanapong Chana "Service Marketing Mix (7Ps) and Patient Satisfaction in Clinics: A Review Article" 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/ijtsrd43944.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43944/service-marketing-mix-7ps-and-patient-satisfaction-in-clinics-a-review-article/supaprawat-siripipatthanakul
Rising Importance of Health Economics & Outcomes ResearchCitiusTech
Health Economics & Outcomes Research (HE&OR) guides stakeholders to make informed decisions regarding patient access to drugs and services. This document highlights specific use cases for healthcare information technology that add value to HE&OR.
Case Study on Analysis of Efficiency Level of Casualty Management at BGS Glob...Rijo Stephen Cletus
Submitted in partial fulfillment of the requirement for the award of the
Post Graduate Diploma
In
HOSPITAL AND HEALTHCARE MANAGEMENT
To
Visvesvaraya Technological University, Belgaum,
By
Rijo Stephen Cletus
To deliver better quality services at a lower cost, the Government of Botswana has been pursuing a strategy of outsourcing nonclinical hospital services ‒ such as laundry, cleaning, and security ‒ to private vendors since 2011. In theory, outsourcing these services should save hospitals money – money that could then be used to buy more medical supplies, and to pay nurses and doctors. But hospital managers have been signing outsourcing contracts without knowing whether outsourcing really offers them a better deal than their current systems.
USAID, through the HFG project, recently conducted a study at five government hospitals to determine the “benchmark” costs of providing nonclinical services in-house. HFG also completed a case study of the costs and benefits of outsourcing cleaning services at one of the hospitals, the Mahalapye Hospital in the Central District. The findings should help hospital managers make more informed decisions regarding whether or not to outsource services.
Learn how to explain MTM and its importance
Learn the differences in the Mirixa and OutcomesMTM platforms
Learn how to create a system of policy and procedures for the pharmacy
Learn options for creating organizational systems
Learn best practices for documentation and making recommendations
Identify resources for clinical guideline recommendations and continuing education
An introduction to medication therapy managementKabito Kiwanuka
Pharmacists: An Untapped Resource: Pharmacists receive more training on the safe, effective and appropriate use of medications than any other healthcare professional
Opioid Epidemic - Causes, Impact and FutureCitiusTech
In 2017, everyday, more than 130 people died in the US after overdosing on opioids. This document talks about America's worst drug crisis ever and shares how technology can play a role to cope up with this epidemic.
Innovation and Sustainable Development: The Question of Energy EfficiencyIOSR Journals
This article aims to examine the conditions in which technological innovation can foster and promote sustainable development. It takes into account all forms of technological innovation potential for sustainable development: process innovations, product innovations, organizational innovations, market innovations. It is also interested in the whole chain of innovation and pays particular attention to the plurality of devices innovation. This Research continues scientific representations which are guided by operational concerns. This paper will attempt to discern the relationship between innovation and energy efficiency. Thus, we will describe the technology and process innovation for sustainable development and where energy consumption is minimized for a service rendered identical. We will put the findings into perspective in relation to the Tunisian context
Parametric Variation Based Analysis AND Effective Design of Rectangular Patch...IOSR Journals
Abstract : This paperdevelops an understanding of creating and improving the design of microstripantenna by the performance analysis of resultsfromitsvarious configurationsrelating to rectangular patch microstripantenna. Furthermore, itaccommodates a simulated patch antennawith effective results for bluetooth applicationsatafrequency of 2.4GHz. The proposed antenna is not only designed on the formulated calculations but also analyzed on different sizes, positions and orientations of substrate, feeding point and slots respectively. Propagation parameters are greatly improved by amendments suggested by the analysis of the variation based studies provided by this paper. The initial resultsobtained using formulae based designs are compared with the ameliorated results to illustrate the effects of such variations on antenna parameters. The final antenna show significantly improved return losses of -46.7dB, VSWR of 1.0093, Bandwidth of 180MHz and a far field radiation pattern with a gain of 2.2782dB. The Antenna designed is optimized and interpreted with Ansoft HFSS 13.0 simulator. Keywords: Bluetooth, rectangular patch antenna, feedpoint, trial and error method, slot orientation, wide bandwidth
Analysis of The Influence Patient Safety, Service Quality, Marketing Mix, Tow...inventionjournals
This research includes studies explanation (explanatory research) is causality that explains a relationship between variables by testing the hypothesis that there is. The population of reseach was patients who had received inpatient health services with the unit of analysis is a private hospitals in Surabaya. This reseach use a sampling technique with accidential sampling method. Patient safety variable were measured through indicators of patient identification, effective communication, drug safety, assurance procedures, the risk of infection, the risk of patient falls. Marketing mix variable were measured through indicators of product, price, promotion, place, participant, process, physical evidence. Service quality variable were measured through indicators reliability, assurance, tangible, empathy, responsiveness. Patient satisfaction variable were measured through indicators, namely; suitability of hope, fulfillment, fulfillment of desires. Patient loyalty variable were measured through indicators repeat purchase, retention, referalls, Results of this reseach: 1) Patient safety have a significant effect on patient satisfaction for inpatient of private hospitals in Surabaya. 2) Marketing mix have a significant effect on patient satisfaction for inpatient of private hospital in Surabaya. 3) Service quality does not have a significant effect on patient satisfaction for inpatient of private hospitals in Surabaya. 4) Patient safety does not have a significant effect on patient loyalty for inpatient of private hospitals in Surabaya. 5) Servive quality have a significant effect on patient loyalty for inpatient of private hospitals in Surabaya. 6) Marketing mix have a significant effect on pateint loyalty for inpatient of private hospitals in Surabaya. 7) Patient satisfaction have a significant effect on patient loyalty for inpatient of private hospitals in Surabaya. 8) Patient safety have a significant effect on the service quality for inpatient of private hospitals in Surabaya
A definition of the term “smart hospitals” may thus be: “A smart hospital is a hospital that relies on optimised and automated processes built on an ICT environment of interconnected assets, particularly based on Internet of things (IoT), to improve existing patient care procedures and introduce new capabilities”.
Pharmacy's Emerging Role in Accountable Care Organizations (ACO)Parata Systems
Your pharmacy is an excellent partner for accountable care organizations. ACOs are formed by doctors, hospitals and other healthcare providers to improve health outcomes and lower overall medical expenses for a targeted patient population. Reimbursements are tied to patient outcomes.
ACOs’ highest-risk and highest-cost patients are those managing chronic illnesses and taking multiple medications a day. When your pharmacy can improve and track adherence – a key driver of readmission prevention and overall health – you are a valuable partner to help ACOs prevent unnecessary medical care.
Jamie Hale serves as the Chief Pharmacy Officer for Cornerstone Health Care where he is responsible for the development and integration of pharmaceutical care services in the Accountable Care Organization. He transitioned to Cornerstone in December 2012 after a 15 year career at Wake Forest Baptist Health, where he last served as Director of Pharmacy.
Download the full audio webinar at http://bit.ly/pharmacyACO.
Service Marketing Mix 7Ps and Patient Satisfaction in Clinics A Review ArticleYogeshIJTSRD
This study aims to review the healthcare marketing mix and patient satisfaction in clinics. The findings indicate that the healthcare marketing mix 7Ps in clinics7Ps comprises people, product services , process, physical evidence, price, place, and process. The proposed theoretical framework is shown the relationship between the service marketing mix in clinics and patient satisfaction. Managers may adopt the 7Ps of this review article to achieve patient satisfaction and intended performance levels. The researcher recommended further study to clarify the relationship in this sector. Supaprawat Siripipatthanakul | Pattanapong Chana "Service Marketing Mix (7Ps) and Patient Satisfaction in Clinics: A Review Article" 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/ijtsrd43944.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43944/service-marketing-mix-7ps-and-patient-satisfaction-in-clinics-a-review-article/supaprawat-siripipatthanakul
Rising Importance of Health Economics & Outcomes ResearchCitiusTech
Health Economics & Outcomes Research (HE&OR) guides stakeholders to make informed decisions regarding patient access to drugs and services. This document highlights specific use cases for healthcare information technology that add value to HE&OR.
Case Study on Analysis of Efficiency Level of Casualty Management at BGS Glob...Rijo Stephen Cletus
Submitted in partial fulfillment of the requirement for the award of the
Post Graduate Diploma
In
HOSPITAL AND HEALTHCARE MANAGEMENT
To
Visvesvaraya Technological University, Belgaum,
By
Rijo Stephen Cletus
To deliver better quality services at a lower cost, the Government of Botswana has been pursuing a strategy of outsourcing nonclinical hospital services ‒ such as laundry, cleaning, and security ‒ to private vendors since 2011. In theory, outsourcing these services should save hospitals money – money that could then be used to buy more medical supplies, and to pay nurses and doctors. But hospital managers have been signing outsourcing contracts without knowing whether outsourcing really offers them a better deal than their current systems.
USAID, through the HFG project, recently conducted a study at five government hospitals to determine the “benchmark” costs of providing nonclinical services in-house. HFG also completed a case study of the costs and benefits of outsourcing cleaning services at one of the hospitals, the Mahalapye Hospital in the Central District. The findings should help hospital managers make more informed decisions regarding whether or not to outsource services.
Learn how to explain MTM and its importance
Learn the differences in the Mirixa and OutcomesMTM platforms
Learn how to create a system of policy and procedures for the pharmacy
Learn options for creating organizational systems
Learn best practices for documentation and making recommendations
Identify resources for clinical guideline recommendations and continuing education
An introduction to medication therapy managementKabito Kiwanuka
Pharmacists: An Untapped Resource: Pharmacists receive more training on the safe, effective and appropriate use of medications than any other healthcare professional
Opioid Epidemic - Causes, Impact and FutureCitiusTech
In 2017, everyday, more than 130 people died in the US after overdosing on opioids. This document talks about America's worst drug crisis ever and shares how technology can play a role to cope up with this epidemic.
Innovation and Sustainable Development: The Question of Energy EfficiencyIOSR Journals
This article aims to examine the conditions in which technological innovation can foster and promote sustainable development. It takes into account all forms of technological innovation potential for sustainable development: process innovations, product innovations, organizational innovations, market innovations. It is also interested in the whole chain of innovation and pays particular attention to the plurality of devices innovation. This Research continues scientific representations which are guided by operational concerns. This paper will attempt to discern the relationship between innovation and energy efficiency. Thus, we will describe the technology and process innovation for sustainable development and where energy consumption is minimized for a service rendered identical. We will put the findings into perspective in relation to the Tunisian context
Parametric Variation Based Analysis AND Effective Design of Rectangular Patch...IOSR Journals
Abstract : This paperdevelops an understanding of creating and improving the design of microstripantenna by the performance analysis of resultsfromitsvarious configurationsrelating to rectangular patch microstripantenna. Furthermore, itaccommodates a simulated patch antennawith effective results for bluetooth applicationsatafrequency of 2.4GHz. The proposed antenna is not only designed on the formulated calculations but also analyzed on different sizes, positions and orientations of substrate, feeding point and slots respectively. Propagation parameters are greatly improved by amendments suggested by the analysis of the variation based studies provided by this paper. The initial resultsobtained using formulae based designs are compared with the ameliorated results to illustrate the effects of such variations on antenna parameters. The final antenna show significantly improved return losses of -46.7dB, VSWR of 1.0093, Bandwidth of 180MHz and a far field radiation pattern with a gain of 2.2782dB. The Antenna designed is optimized and interpreted with Ansoft HFSS 13.0 simulator. Keywords: Bluetooth, rectangular patch antenna, feedpoint, trial and error method, slot orientation, wide bandwidth
Javanese Traditional Market Cultural Value in Accounting WorldIOSR Journals
This study explores the accounting values of Javanese traditional market and the potential extinction of those values that now are being marginalized by modern accounting. Modern accounting notions that only focus on economic value have lack meaning to a society whose need not only economic but also non economic value. This study uses grounded theory method to explore the Javanese traditional market values. This study found that tolerance which is consisted of hesitate and trust among traders in Javanese traditional market are the values that can be used in accounting as a concept to challenge the marginalization and domination of modern accounting notions.
Evaluations of the Effect of Workshop/Laboratory Accidents and Precautionary ...IOSR Journals
Abstract: A good number of scientist, engineers, laboratory or workshop users have lost their lives and the
lives of others due to accidents in the workshop caused by ignorance, neglect or carelessness. This paper focus
on the incident and prevalence rate of workshop and laboratory accidents in twenty (20) schools within Cross
River State, Nigeria. The investigation took place between January 2008 and December 2012 (a period of five
years). A total of 66 departments were investigated. The data was source with the help of the technologist and
head of Department of each of the schools. Based on these data, using descriptive analysis, multiple bar chart
and Trend analysis (Analysis of variance-SPSS) to show the growth and decline of laboratory or workshop
accidents across various departments over the years of study. The result revealed that the average number of
accidents occurred most in chemistry department; UNICAL and CRUTECH at 25 and 18 respectively, (table 1
and 2). And that of 18 secondary schools indicated that Bekwara Local Government Area was the highest
numbers of accidents (20.0) table 3, while Biase Local Government Area had the least (10.2), physics and
biology had recorded less accidents (table 3). In the two universities, computer/Maths statistic Department had
less laboratory accident due to not being exposed to heavy chemical. Hence, from this result, 40 workshop
safety and precautionary steps are release to avoid or minimize accidents in the laboratory or workshop towards
a healthy carrier.
Key Word: workshop accidents, Technology, Scientist, Engineers, Safety and precautions
Comparison Between Clustering Algorithms for Microarray Data AnalysisIOSR Journals
Currently, there are two techniques used for large-scale gene-expression profiling; microarray and
RNA-Sequence (RNA-Seq).This paper is intended to study and compare different clustering algorithms that used
in microarray data analysis. Microarray is a DNA molecules array which allows multiple hybridization
experiments to be carried out simultaneously and trace expression levels of thousands of genes. It is a highthroughput
technology for gene expression analysis and becomes an effective tool for biomedical research.
Microarray analysis aims to interpret the data produced from experiments on DNA, RNA, and protein
microarrays, which enable researchers to investigate the expression state of a large number of genes. Data
clustering represents the first and main process in microarray data analysis. The k-means, fuzzy c-mean, selforganizing
map, and hierarchical clustering algorithms are under investigation in this paper. These algorithms
are compared based on their clustering model.
The comprehensive development of information and communication technology in the recent decades has made human face wonderfulevolution in all aspects of his life. Indeed, this evolution has had undeniable effects on economy general structure and social and cultural parts at the international level. Also, this evolution includes financial and banking services of the current century economy. They are so efficient that they have created some innovations on the kind, quality and quantity of the presented services. Technological revolutions creating high speed and low cost systems of electronic exchanges have seriously evolved financial and banking market structure. Thus this research considers e-banking fulfillmen.
Performance Analysis of OFDM in Combating Multipath FadingIOSR Journals
Abstract: Mobile Communication system has been on high rampage for high data transmission over wireless medium with various challenges caused by the transmission Channel. OFDM is been discovered in recent years to deal with this problems because of its ability to elegantly cope with multipath interference. This paper investigates the performance of different modulation schemes using M-ary Phase Shift Keying (M-PSK) and M-ary Quadrature Amplitude Modulation (M-QAM) in information transmission with OFDM technique over Ideal channel AWGN and worst channel Rayleigh Fading channel in terms of Bits Error Rate (BER). Analysis was made for different types of modulation schemes BPSK, QPSK, 4-QAM and 16-QAM gray coded bit mapping. Also, a feasibility of OFDM been used to combat multipath fading was analyzed with comparison between a single carrier technique and OFDM multicarrier technique. Variation between SNR results with respect to BER is plotted to show the trade off differences between the modulation schemes with the result showing that OFDM allows data transmission with minimal error over fading channel than a Single Carrier. Keywords: OFDM, Single Carrier, AWGN, Rayleigh fading, BER, M-ary PSK, M-ary QAM
Integrating ICT in Re-Branding Nigerian Youths for Constructive Empowerment a...IOSR Journals
Today, there is need to reposition our youths mental reasoning and economically empower them in order to certify the demands of the modern world. Rebranding Nigerian is one of the veritable tools to achieve this objective. Unless rebranding directs the power and energy of Nigerian youths towards academic and productive goals, the country keeps on experiencing social vices,moral and academic degradation. Gladly enough, Nigeria has joined the rest of the world in deploying ICT to ensure easy and quick enlightenment and empowerment of its populace. Obviously, ICT has grossly engaged most of the Nigerian teenagers and youths in performing educational, social, economical, governmental or religious activities in different dimensions nowadays. Therefore, this paper highlights the impact and areas where ICT has yielded positive change in rebranding Nigerian youths in achieving better mental capacity building.
An EOQ Model for Weibull Deteriorating Items With Price Dependent DemandIOSR Journals
In the present paper we developed an economic order quantity model for Weibull deteriorating items with price dependent demand rate together with a replenishment policy for profit maximization. The demand rate is a continuous and differentiable function of price. The variable items deteriorate with time shortages are allowed and completely back-ordered. Further it is illustrated with the help of numerical examples.
Evaluating Perceived Quality of B-School WebsitesIOSR Journals
Websites are a window for the world for looking in most of the Information and a gateway for many activities. Websites are not only a necessity but also mandatory for B-Schools. A B-School Website serves as portal to all stakeholders in addition to being an information placeholder. The Websites serves from being an administrative tool to a Learning Management system. The utility and the effectiveness of website depend on the quality of the service it provides to the surfer. A study was undertaken to survey the various features of a B-School Website that could serve as a Quality Function Deployment (QFD) touchstones. In addition, the influence of perceived quality on the user satisfaction was also studied. A focus group of B-School Students evaluated the Websites and scored a checklist cum questionnaire. The results highlight the most frequently found features and the least found features of a B-School Website. The factors that are important for creating a quality website are also found. This study will help the B-school administrators and the Website designers to create a quality and satisfying Websites.
Organizational citizenship Behavior as Attitude Integrity in Measurement of I...IOSR Journals
Quality of Human Resource represent one of the factor which to increase performance productivity an institution or organization. Therefore, needed Human Resource having high interest because interest or membership will be able to support the make-up of employees performance achievement. During the time at generally in governance institution not yet had officer with adequate interest, proved with still lower officer productivity and is difficult measure officer performance [in] governance institution scope. Performance Management System in a modern concept of human resource management is an objective and transparent performance measurement model of Organizational Citizenship Behavior in giving reward to individual’s sacrifice for organization. Three main elements of individual’s sacrifice performed in Organizational Citizenship Behavior (OCB) are compliance, loyality, and participation.The organization shoud appreciate these attitudes by giving clear job description and brief rewardsystemcriteriato encourage the individual’s job motivation. Combined with theindividual assessment of job description, job grading is used to compile a correct Key Performance Indexand a precise salary component. The aim of this action research is to give a comprehensive solution for Hospital X, in order to determine a Key Performance Indexsmodel, in response to some problems such as jobmotivation, work stress and performance. An interviews with hospital’s director and Human Resources section was conducted to compile the KPI. The results of this research can be recommended to the hospital to make a comprehensive performance assessment consist of the review of employee's job descriptions, Key Performance Indicator (KPI), job grading, specifying fundamental salary based on work,Bonus Scame and score summary
“Rover - Remote Operated Vehicle for Extraction and Reconnaissance”IOSR Journals
Inspired from differential drive mechanism of army tank and chain drive of tank for movement of rover. Try to deploy the concept of crane working in rover for extraction purpose. Use the camera for the security purpose and surveillance in rover for the reconnaissance purpose.
Use “pro-engineering software” for designing purpose of rover. It is prototype to explain the concept of differential drive mechanism and its use in robotics.
On Spaces of Entire Functions Having Slow Growth Represented By Dirichlet SeriesIOSR Journals
In this paper spaces of entire function represented by Dirichlet Series have been considered. A
norm has been introduced and a metric has been defined. Properties of this space and a characterization of
continuous linear functionals have been established.
Enhanced Mobile Node Tracking With Received Signal Strength in Wireless Senso...IOSR Journals
Abstract : Node localization is important parameter in WSN. Node localization is required to report origin of
events which makes it one of the important challenges in WSN. Received signal strength (RSS) is used to
calculate distance between mobile node and reference node. The position of the mobile node is calculated using
multilateration algorithm (MA). Extended Kalman filter (EKF) is utilized to estimate the actual position. In this
paper, the implementation and enhancement of a tracking system based on RSS indicator with the aid of an
Extended Kalman Filter (EKF) is described and an adaptive filter is derived.
Keywords - Extended Kalman filter (EKF), mobile node tracking, multilateration algorithm (MA), received
signal strength (RSS), Wireless sensor networks (WSN)
The Effect Of Planning And Control To Bureaucracy Behavior In The Improving S...IOSR Journals
The main problem in this study is the service quality in the Department of Population and Civil Registration Jakarta is considered optimal. Bureaucratic behavior, presumably as a result of poor planning and oversight that cannot be implemented properly. The purpose of this research is to gain any influence planning on the bureaucratic behavior, monitoring on bureaucratic behavior, and the influence of bureaucratic behavior on the service quality and to obtain a new concept for the development of science and useful and can be applied in the community, especially in the Department of Population and Civil Jakarta. The method used in this study is non-experimental survey method with sampling Stratified Random Sampling. Technical analysis is the data used path analysis. Test the validity of the instrument using the Pearson correlation test product moment and reliability of the instrument using Cronbach alpha The results showed that the positive effect the planning on the bureaucracy behavior, oversight positive effect controlling on the behavior of bureaucracy and positive effect bureaucratic behavior on service quality. The findings in this study are not routinely conducted surveillance dimension thus potentially deviant bureaucracy behavior is not optimal to improve the service quality. The implications of this research are bureaucratic behavior is important in improving Service quality.
An Empirical Study on Patient Delight and the Impact of Human and Non-Human F...IOSR Journals
Health, one of the Fundamental Human Rights has been accepted in the Indian Constitution. Today the healthcare industry has emerged as one of the most challenging sectors as well as one of the largest service sector industries in India. Patient perceived service quality become the prominent aspect to choose between hospitals. The purpose of this paper is to evaluate patient perceived service quality in Indian hospitals. Further the impact of the dimensions on patient satisfaction and patient delight is examined. A questionnaire was administered to the in-patients and multiple regression analysis has been used to examine the impact of the dimensions on patient satisfaction and patient delight. Findings emphasize eight distinct dimensions of patient perceived service quality and the impact on patient satisfaction and patient delight. A positive and significant relationship with patient satisfaction and patient delight has been found, except two dimensions. The results of this study are limited, as they are based on Indian hospitals. The contribution of this research paper, incorporate patient delight in health care sector. In addition, this paper highlights the importance of emotional attachment for patient satisfaction and patient delight in health care.
Analysis of the Demand for Eggs in City Of MalangIOSR Journals
This research was aimed at determining the factors that influence the demand for eggs in the City of Malang and knowing the elasticity of demand in relation to the changes in price of the eggs in the City of Malang. Data collection was conducted from November 2012 to December 2012 from the consumers who purchase eggs at the traditional markets in the City of Malang (Dinoyo market and Pasar Besar market). The research method being employed in this study was a survey method. Sampling was conducted through purposive sampling method. The data collected included the primary data from 200 respondents through direct observations and interviews and the secondary data that were obtained from certain relevant agencies. Data were then analyzed by using multiple linear regressions in logarithms. Regression analysis result showed that the independent variables together significantly affected (P < 0.01) the dependent variable with a value of R ² was 0.731. Partially that each of the prices of the eggs, household income, the family members, and education, affected the demand for eggs in the City of Malang. The price elasticity of demand for eggs is elastic with a value of -2.824. The value of the income elasticity of demand for eggs was 0.022 which was inelastic, which means that eggs are normal goods or commodity. The value of cross-price elasticity of demand for eggs to broiler meat was -4.451, which means that the broiler meat are not as substitutes (commodity) for eggs of egg-laying chickens.
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.
1) Write a paper of 900 words regarding the statistical significanc.docxlindorffgarrik
1) Write a paper of 900 words regarding the statistical significance of outcomes as presented in Messina's, et al. article "The Relationship between Patient Satisfaction and Inpatient Admissions Across Teaching and Nonteaching Hospitals."
2) Assess the appropriateness of the statistics used by referring to the chart presented in the Module 4 lecture and the resource "Statistical Assessment."
3) Discuss the value of statistical significance vs. pragmatic usefulness.
4) Prepare this assignment according to the APA guidelines found in the APA Style Guide located in the Student Success Center. An abstract is not required.
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EXECUTIVE SUMMARY
The need for healthcare executives to better understand the relationship between patient satisfaction and admission volume takes on greater importance in this age of rising patient expectations and declining reimbursement. Management of patient satisfaction has become a critical element in the day-to-day operations of healthcare organizations pursuing high performance.
This study is guided by two principal research questions. First, what is the nature of the relationship between patient satisfaction (as measured by scored instruments) and inpatient admissions in acute care hospitals? Second, does the relationship between patient satisfaction (as measured by scored instruments) and inpatient admissions differ between teaching hospitals and nonteaching hospitals? Although not suggestive of direct causation, the study findings revealed a statistically significant and positive correlation between patient satisfaction and admission volume in teaching hospitals only. In contrast, a nonsignificant, negative correlation was seen between patient satisfaction and admission in nonteaching hospitals. In the combined teaching and nonteaching sample, a statistically significant, negative correlation was found between patient satisfaction scores and admission volume.
With financial performance being driven in part by admission volume and with patient satisfaction affecting hospital patronage, the business case for a strategic focus on patient satisfaction in teaching hospitals is clearly evident. The article concludes with a set of recommendations for strengthening patient satisfaction and organizational performance.
In today's healthcare marketplace, providers increasingly compete against one another for business. In the late 1980s, healthcare executives were confronted with the realization that they could not just increase charges to generate revenue, but rather they had to contain costs as well. Providers now compete on business factors other than price, such as quality, service, reputation, and other nonmonetary attributes. Ettinger (1998) stressed that successful competition relies on the provider retaining awareness of who it wants to serve, what value it creates for the customer, and how it will create that value operationally. In the end, the provider needs to be strateg.
Behavioral Intention In Revisiting Hospital Under The Effect Of Expertise, Reputation And Service Quality. Trust comes from the belief of a party’s promise or sentence is reliable and the obligation that party need to be fulfilled in vice versa for relationship purpose (Schurr and Ozanne, 1985). Based on the trust, the interaction of a buyer’s perception future and service provider (seller) is anticipated (Doney and Cannon, 1997). It creates a long-term orientation of a relationship B2C in positive ways (Ganesan, 1994). The trust’s advantages which create strong relationship in business has been researched in the literature review of Morgan and Hunt in 1994. The individual experience is considered as the trustworthy source rather than the referral from relatives or friends which is explained as the second-hand trust referral or the popular.
The Effect of Service Quality on Loyalty with Mediation of Patient Satisfactioninventionjournals
Patient satisfaction was one of internal factors that need improvement for betterment of the health care organizations so that the doctors, nurses and administratives staff can produce maximum work productivity. Hospitals and other health care providers assumed an important role in service sector is growing rapidly. Hospitals must paid attention to the decline in the number of inpatients. In case that determined the quality of hospitals, among others: to minimize patient's complaints against service of doctors, nurses and administrators who were often late and less nimble. Hospital industry must achieved service quality parameters with accuracy and precision of the results of medical examination, courteous and friendly service. Patient satisfaction had an important role on several aspects of health care organizations. Service quality was considered as an important factor for developing patient loyalty. Balaraja Hospital made progress of safety patient to improve the service quality. Patients received such satisfaction will feel comfortable and form a positive perception of service quality. Service quality played a major role in achieving patient satisfaction. This condition then made hospital services deserve the number one position according to patient so that he becomes loyalty by not using the hospital services of competitors. The aim of this study was to determine the effect of service quality on loyalty with mediation of patient satisfaction. Respondents were used as many as 170 inpatients grade two and grade three in Hospital Balaraja. Data were analyzed using Structural Equation Model (SEM). The results showed that service quality has an influence on patient satisfaction, patient satisfaction has an influence on loyalty and service quality has an influence on loyalty
Patient Satisfaction Survey as a Tool Towards Quality Improvement by Dr.Mahbo...Healthcare consultant
A mixed bag of poorly evaluated methods leaves patients frustrated, and doctors little wiser.The best way to ensure that services are responsive to those they aim to serve is to elicit feedback on people’s experiences and encourage providers to deal with any problems thus identified. This has been axiomatic in health policy for many years, but have we got the balance right in primary care? Patients’ experiences have become central to assessing the performance of healthcare systems worldwide and are increasingly being used to inform quality improvement processes. This paper explores the relative value of surveys and detailed patient narratives in identifying priorities for improving breast cancer services as part of a quality improvement process.
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
4508 Final Quality Project Part 2 Clinical Quality Measur.docxblondellchancy
4508 Final Quality Project
Part 2: Clinical Quality Measures for Hospitals
Overview
This activity focuses on Quality Measures for Hospitals. The activity uses online resources from
the CMS website. The Clinical Quality Measures for Hospitals activity focuses on the Hospital
Value Based Purchasing (VBP) Program
Background
The National Quality Strategy (NQS) was first published in March 2011 as the National Strategy
for Quality Improvement in Health Care, and is led by the Agency for Healthcare Research and
Quality on behalf of the U.S. Department of Health and Human Services (HHS). Today, the NQS
serves as a guide for identifying and prioritizing quality improvement efforts, sharing lessons
learned, and measuring the collective success of Federal, State, and public‐ and private‐sector
healthcare stakeholders across the country.
The Aims of the NQS are threefold:
Better Care: Improve the overall quality by making health care more patient‐centered,
reliable, accessible, and safe.
Healthy People/Healthy Communities: Improve the health of the U.S. population by
supporting proven interventions to address behavioral, social, and environmental
determinants of health in addition to delivering higher‐quality care.
Affordable Care: Reduce the cost of quality health care for individuals, families,
employers, and government.
To align with this, CMS has set goals for their Quality Strategy. These include:
• Make care safer by reducing harm caused in the delivery of care
– Improve support for a culture of safety
– Reduce inappropriate and unnecessary care
– Prevent or minimize harm in all settings
• Strengthen person and family engagement as partners in their care
• Promote effective communication and coordination of care
• Promote effective prevention and treatment of chronic disease
• Work with communities to promote best practices of healthy living
• Make care affordable
CMS’s vision states that if we can find better ways to pay providers, deliver care, and distribute
information than patients can receive better care, health dollars are spent more wisely, and
there are healthier communities, a healthier economy, and a healthier county. It is with this in
mind that they have created multiple quality payment programs.
In January 2015, the Department of Health and Human Services made an announcement that
set in place measurable goals and a timeline to move the Medicare program towards paying
providers based on the quality of care rather than the quantity. This was the first time in the
history of the program that explicit goals were set. They invited private sector payers to match
or exceed these goals as well. These goals included:
1. Alternative Payment Models
a. 30% of Medicare payments tied to quality or value through Alternative Payment
models by the end of 2016 and 50% by the end of 2018
2. Linking Fee‐For‐Service payments to Quality/Value
a. 85% of all Medi ...
4508 Final Quality Project Part 2 Clinical Quality Measurromeliadoan
4508 Final Quality Project
Part 2: Clinical Quality Measures for Hospitals
Overview
This activity focuses on Quality Measures for Hospitals. The activity uses online resources from
the CMS website. The Clinical Quality Measures for Hospitals activity focuses on the Hospital
Value Based Purchasing (VBP) Program
Background
The National Quality Strategy (NQS) was first published in March 2011 as the National Strategy
for Quality Improvement in Health Care, and is led by the Agency for Healthcare Research and
Quality on behalf of the U.S. Department of Health and Human Services (HHS). Today, the NQS
serves as a guide for identifying and prioritizing quality improvement efforts, sharing lessons
learned, and measuring the collective success of Federal, State, and public‐ and private‐sector
healthcare stakeholders across the country.
The Aims of the NQS are threefold:
Better Care: Improve the overall quality by making health care more patient‐centered,
reliable, accessible, and safe.
Healthy People/Healthy Communities: Improve the health of the U.S. population by
supporting proven interventions to address behavioral, social, and environmental
determinants of health in addition to delivering higher‐quality care.
Affordable Care: Reduce the cost of quality health care for individuals, families,
employers, and government.
To align with this, CMS has set goals for their Quality Strategy. These include:
• Make care safer by reducing harm caused in the delivery of care
– Improve support for a culture of safety
– Reduce inappropriate and unnecessary care
– Prevent or minimize harm in all settings
• Strengthen person and family engagement as partners in their care
• Promote effective communication and coordination of care
• Promote effective prevention and treatment of chronic disease
• Work with communities to promote best practices of healthy living
• Make care affordable
CMS’s vision states that if we can find better ways to pay providers, deliver care, and distribute
information than patients can receive better care, health dollars are spent more wisely, and
there are healthier communities, a healthier economy, and a healthier county. It is with this in
mind that they have created multiple quality payment programs.
In January 2015, the Department of Health and Human Services made an announcement that
set in place measurable goals and a timeline to move the Medicare program towards paying
providers based on the quality of care rather than the quantity. This was the first time in the
history of the program that explicit goals were set. They invited private sector payers to match
or exceed these goals as well. These goals included:
1. Alternative Payment Models
a. 30% of Medicare payments tied to quality or value through Alternative Payment
models by the end of 2016 and 50% by the end of 2018
2. Linking Fee‐For‐Service payments to Quality/Value
a. 85% of all Medi ...
This study examines four variables, namely emotional branding, service quality, customer
satisfaction and loyalty. The purpose of this study is to analyze and explain the effect of emotional branding and
service quality on loyalty with customer satisfaction as a service strategy in hospitals. The research respondents
were all patients who were
Hospitals profitability can be increased by boosting patient satisfaction, reducing readmissions and understanding revenue cycle performance.
In this period of healthcare reform, numerous organizations continue to change their business practices so they can obtain more hospital profitability while also delivering quality care. Healthcare expenditures are expected to reach $4.4 trillion by 2022, and this high level of spending activity has hospitals currently under a lot of pressure to reduce costs.
Part 2Goals for Stevens District HospitalKevin HawkinsUn.docxdanhaley45372
Part 2
Goals for Stevens District Hospital
Kevin Hawkins
University of Phoenix
Financialor Economic Goal: Increasing the market share
Stevens District Hospital’s mission is providing high quality care, a wide range of services and exceptional care services. However, attaining this would need a provision of quality care and increasing the range of services so that the hospital can compete favorably with the contenders (Pronovost, & Vohr, 2010). Besides that, the hospital needs to provide exceptional services which would then make it a destination for all the physicians and patients seeking to receive top-notch treatment and optimum working environment respectively. With such objectives, increment of the market share is not only possible but also inevitable.
Measurement of the goal.
Growth in the market share is measured by the use of patient visit statistics. Stevens District Hospital’s visit stats shall be compared with industry data in order to get the percentage of visits to the hospitals out of the total visits. Besides that, the health insurance data shall be invaluable in assessing % change of visits to the hospital. In general, measurement of the market share shall be done by the use of patient visit data.
Milestones that need to be achieved for progress is increasing the use of EMR and a 5% growth in the number of patient visits to the new care center within a year.
In order to achieve the 5% growth in the market share, it is important to first attain an increased amount of visits of patients from 96103 zip code by 5% by the end of the year. This goal shall be measured by the use of the percentage change in the number of visits to the hospital quarterly. The term chosen for the measurement is three months in order to determine whether the goals are being met (Mills & Spencer, 2005). When the hospital has determined whether or not the goals are being met, it can then put in place control strategies to ensure that the plan is implemented in every bit.
Legal or Regulatory Goal: Accommodating Patient Scheduling Requests Due To Changes To The Affordable Care Act.
The changes in the affordable care act has increased the number of patients in the hospital with many of them seeking primary care physician’s services. Due to the shortage of physicians, Stevens District Hospital is unable to counter such a surge in the number of patients. This goal will be in line with Stevens District Hospital’s mission which is to provide exceptional care, provide comprehensive treatment as well as the provision of high quality care. Adjusting and increasing the number of physicians so as to adjust to the changes brought about by affordable care act amendment will also ensure that the physicians have a good working environment that would foster provision of quality care (Pronovost, & Vohr, 2010). It will definitely make Stevens District Hospital’s the destination for both the physicians and the patients.
This goal is going to be measured by the number.
The Relationship BetweenPatient Satisfaction and Inpatient.docxssusera34210
The Relationship Between
Patient Satisfaction and Inpatient
Imissions Across Teaching
Daniel J. Messina, PhD, FACHE, LNHA, senior vice president and chief operating
officer, CentraState Healthcare System, Freehold, New Jersey; Dennis J. Scotti, PhD,
FACHE, FHFMA, Alfred E. Driscoll Professor, Healthcare and Life Sciences
Management, Fairleigh Dickinson University, Teaneck, New Jersey; Rodney Caney,
PhD, founder. Press Caney Associates, South Bend, Indiana; and Cenevieve
Pinto Zipp, EdD, PT, chair and associate professor, Craduate Programs in Health
Sciences, Seton Hall University, South Orange, New Jersey
E X E C U T I V E S U M M A R Y
The need for healthcare executives to better understand the relationship between
patient satisfaction and admission volume takes on greater importance in this age
of rising patient expectations and declining reimbursement. Management of patient
satisfaction has become a critical element in the day-to-day operations of healthcare
organizations pursuing high performance.
This study is guided by two principal research questions. First, what is the nature
of the relationship between patient satisfaction (as measured by scored instruments)
and inpatient admissions in acute care hospitals? Second, does the relationship
between patient satisfaction (as measured by scored instruments) and inpatient
admissions differ between teaching hospitals and nonteaching hospitals? Although
not suggestive of direct causation, the study findings revealed a statistically significant
and positive correlation between patient satisfaction and admission volume in teach-
ing hospitals only. In contrast, a nonsignificant, negative correlation was seen be-
tween patient satisfaction and admission in nonteaching hospitals. In the combined
teaching and nonteaching sample, a statistically significant, negative correlation was
found between patient satisfaction scores and admission volume.
With financial performance being driven in part by admission volume and with
patient satisfaction affecting hospital patronage, the business case for a strategic focus
on patient satisfaction in teaching hospitals is clearly evident. The article concludes
with a set of recommendations for strengthening patient satisfaction and organiza-
tional performance.
For more information on the concepts in this article, please contact Dr. Messina
at [email protected]
177
JOURNAL OF HEALTHCARE MANAGEMENT 5 4 : 3 M A Y / J U N E 2 0 0 9
n n today's healthcare marketplace,
U providers increasingly compete against
one another for business. In the late
1980s, healthcare executives were
confronted with the realization that
they could not just increase charges to
generate revenue, but rather they had
to contain costs as well. Providers now
compete on business factors other than
price, such as quality, service, reputa-
tion, and other nonmonetary attributes.
Ettinger (1998) stressed that success-
ful competition relies on the provider
retaining awareness of who it wa ...
The Relationship BetweenPatient Satisfaction and Inpatient.docxoreo10
The Relationship Between
Patient Satisfaction and Inpatient
Imissions Across Teaching
Daniel J. Messina, PhD, FACHE, LNHA, senior vice president and chief operating
officer, CentraState Healthcare System, Freehold, New Jersey; Dennis J. Scotti, PhD,
FACHE, FHFMA, Alfred E. Driscoll Professor, Healthcare and Life Sciences
Management, Fairleigh Dickinson University, Teaneck, New Jersey; Rodney Caney,
PhD, founder. Press Caney Associates, South Bend, Indiana; and Cenevieve
Pinto Zipp, EdD, PT, chair and associate professor, Craduate Programs in Health
Sciences, Seton Hall University, South Orange, New Jersey
E X E C U T I V E S U M M A R Y
The need for healthcare executives to better understand the relationship between
patient satisfaction and admission volume takes on greater importance in this age
of rising patient expectations and declining reimbursement. Management of patient
satisfaction has become a critical element in the day-to-day operations of healthcare
organizations pursuing high performance.
This study is guided by two principal research questions. First, what is the nature
of the relationship between patient satisfaction (as measured by scored instruments)
and inpatient admissions in acute care hospitals? Second, does the relationship
between patient satisfaction (as measured by scored instruments) and inpatient
admissions differ between teaching hospitals and nonteaching hospitals? Although
not suggestive of direct causation, the study findings revealed a statistically significant
and positive correlation between patient satisfaction and admission volume in teach-
ing hospitals only. In contrast, a nonsignificant, negative correlation was seen be-
tween patient satisfaction and admission in nonteaching hospitals. In the combined
teaching and nonteaching sample, a statistically significant, negative correlation was
found between patient satisfaction scores and admission volume.
With financial performance being driven in part by admission volume and with
patient satisfaction affecting hospital patronage, the business case for a strategic focus
on patient satisfaction in teaching hospitals is clearly evident. The article concludes
with a set of recommendations for strengthening patient satisfaction and organiza-
tional performance.
For more information on the concepts in this article, please contact Dr. Messina
at [email protected]
177
JOURNAL OF HEALTHCARE MANAGEMENT 5 4 : 3 M A Y / J U N E 2 0 0 9
n n today's healthcare marketplace,
U providers increasingly compete against
one another for business. In the late
1980s, healthcare executives were
confronted with the realization that
they could not just increase charges to
generate revenue, but rather they had
to contain costs as well. Providers now
compete on business factors other than
price, such as quality, service, reputa-
tion, and other nonmonetary attributes.
Ettinger (1998) stressed that success-
ful competition relies on the provider
retaining awareness of who it wa ...
Similar to Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level (20)
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Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
1. IOSR Journal of Business and Management (IOSR-JBM)
e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 12, Issue 4 (Jul. - Aug. 2013), PP 51-55
www.iosrjournals.org
www.iosrjournals.org 51 | Page
Improving Customer Satisfaction: Implementing Decentralised
Inpatient Discharges At Ward Level
1
A R. Abdul Aziz, 2
M B.Nishazini , 3
N. A. Azizan
1,2
KPJ Seremban Specialist Hospital
3
University Malaysia Pahang
Abstract: Before January 2009, inpatient discharges were done through central discharges system at the
ground floor of finance department. Effective January 2010 a new decentralise inpatient discharges system at
wad level was implemented . Before the implementation of the new system, data were collected from July 2009
to December 2009 on the total number of feedback form received, number of complaint on hassle of discharge
and complaint of long waiting time. After the implementation of the new system, the same data were collected
from January to June 2010. The two set of data were compared to see the impact of the new discharge system.
Further monitoring was done by collecting data for the first six month of 2011 and the first six month of
2012.Based on the data collected it was found that for a period of July to December 2009, 295 complaints on
hassle of discharges and 46 complaints on long waiting time. For the period from January to June 2010, there
was no complaint on the hassle of discharges but 38 complaints on the long waiting time. Further monitoring
was done from January to June 2011 and it was found that there was no complaint on the hassle of discharges
but complaints on the long waiting time had reduced to 8 cases. For the period from January to June 2012,
there was no complaint about the hassle but only 6 cases on the long waiting time. Revenue of the hospital
grows by 35% from year 2009 to 2012 and PBT grows by 250% from year 2009 to 2012.
Key Words: hospital discharges, patient complaints, financial growth
I. Introduction
KPJ Seremban Specialist Hospital with 145 beds is a private hospital in Malaysia which belong to KPJ
Healthcare Berhad, the biggest change of private hospital in Malaysia. This hospital is a five storey building
which started business in November 2004 for Emergency services and January 2005 for inpatient and outpatient
services. This hospital was able to achieve breakeven in less than three years. Before end of 2009, patients’
discharges were done through central discharge counters located at the ground floor. All patients or relatives
have to go down to settle their bills upon discharges .Based on the patient’s feedback received, many complaints
on the hassle of going up and down during discharge and on long waiting time to settle the bills. Therefore in
order to improve patient’s experience, the hospital had implemented the new system of discharges by doing
discharges at ward’s level. The new system was implemented on 1st
January 2010. Patients or relatives can settle
their bills at the counter of every ward. For patients who can’t walk, the ward staff will go to their rooms to
process the bill.
Patient satisfaction may be an element of health status and is a highly desirable outcome of clinical
care in the hospital (Donabedian, 1998). The American Customer Satisfaction Index (fortune 1998) gave
hospitals an overall 67% satisfaction rating, ranking 27th out of 31 industries. This ranking placed hospitals 10
percentage points below the tobacco industry and just above the Internal Revenue Service. 80% of respondents
believe hospitals cut corners to save money, and 77% believe that these cuts have endangered patients as being
reported in a National Coalition on Health Care survey. Patients who had been admitted to academic health
centers and teaching hospitals generally reported more problems than those cared for in community hospitals.
To create a culture of customer service excellence in hospitals and achieve outstanding patient
satisfaction, it is necessary to understand the intangible aspects of perception and expectation that contribute to
patient satisfaction. The “First Law of Service” provides a useful, simple mathematical model of satisfaction
(Maister, 1984). The formula for this model is Satisfaction = Perception – Expectation. There will be a
corresponding degree of satisfaction if a patient’s perception of their hospital experience meets or exceeds the
expectation,. However there will be resulting dissatisfaction, if the perception does not meet the expectation.
Thus, patient satisfaction results from meeting or exceeding patients’ expectations. Patient perceptions of care
can be measured directly from patient satisfaction surveys, focus groups, and telephone surveys. A hospital’s
reputation and market share are indirect measurements of patient perceptions. There are 2 main directions in
which patient satisfaction can be influenced: by working on what the patient perceives and on what the patient
expects.
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Customers act like detectives in the manner in which they process and organize experience clues(Berry
, 2004). Consumers’ emotional feelings about a specific consumption experience is called satisfaction(Oliver
1997). The main beneficiary of a good health care system is clearly the patient which focus on health care
delivery system . The long term survival of hospitals depends on loyal patients which come back or recommend
the hospital to others. Patients have more choices now than they did in previous eras although the costs of
switching hospitals are quite high. Delivering patient satisfaction is important as a strategic variable and are
crucial in determinant of long term viability and success (Makoul et al. 1995; ).
From the management perspective, patient satisfaction with health care is important for several
reasons: First , satisfied patients are more likely to maintain a consistent relationship with a specific provider.
Second, satisfied patients are more likely to follow specific medical regimens and treatment plans.
Third, by identifying sources of patient dissatisfaction, an organization can address system weaknesses and
improve its risk management. Fourth, it adds important information on system performance which contribute to
the organization’s total quality management (Braunsberger 2002) .
Customer satisfaction is becoming a widely embraced measure of how well the enterprise is doing.
Customer satisfaction is a measure of how products and services supplied by a company meet or surpass
customer expectation; It focuses on measuring customer perception of how well the Organisation delivers on the
critical success factors and dimension of the business. These usually include factors such as service promptness,
quality of service, product offered, staff responsiveness and understanding customers problems and providing
solutions. Based on the study conducted by (Ngatia, 2013) , the challenges faced by NHIF customers were: long
queues during payment, offices are crowded and few in town, slow operations, some hospitals are not covered,
for instance, some private hospitals, children above 18 who are dependants are not covered by NHIF and also
that NHIF does not cater for outpatients. The study recommends that: NHIF should have many offices to cater
for the rising number of its customer and also come up with a system that ensures people do not queue for long
periods of time without being attended to; NHIF should come up with covers for people with more than One
spouse as well as for children over the age of 18 who are still under the care of their parents; among other
recommendations.
Hospitals in the developed world recognize the importance of delivering patient satisfaction as a
strategic variable and a crucial determinant of long term viability and success (Makoul ,1995) .Incorporating
patient views into quality assessment offers one way of making health services more responsive to people’s
needs.
The other side of the satisfaction-loyalty link is the link between dissatisfaction and loss of revenue due
to patients who switch providers or hospitals. Through the Healthcare Financial Management Association
(HFMA), Zimowski (2004) reports that for every one customer who complains, 20 dissatisfied customers do
not; of those dissatisfied customers who do not complain, 10% will return but 90% will not ;changing a poor
customer service image takes 10 years on average ;It costs 10 times as much to attract new customers as it does
to keep current ones ;about 10% of revenue is lost to poor customer service ;the average “wronged” customer
will tell 25 others about the bad experience.
Objectives:
1. To compare the outcome of the new process compared to the old process immediately after the
implementation of the new process
2. To compare the outcome of the new process for year 2011 and year 2012.
3. To see the impact of customer satisfaction on revenue growth
II. Methodology
A retrospective study was conducted from July 2009 to June 2010. Following the implementation of
the new system, further collection of data were done for year 2011 and year 2012 to see the outcome of the new
process. All patients admitted will be given a feedback form. Collection of the forms will be done on daily basis.
Feedback forms that had been collected will be tabulated accordingly based on the rating. The number
of complaints related to the hassle of discharge process and waiting time were collected and tabulated to get a
comparison between the old system and the new system. Data were collected from July 2009 to December 2009
(before the implementation of the new process) and from January 2010 to June 2010 (after the implementation
of the new process). Further monitoring of the data was done for the first six months of year 2011 and 2012.
3. Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
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III. Results
Data were collected based on the feedback forms received by customer service department.
July-Dec. 2009 Jan-June 2010 Jan-June 2011 Jan-June 2012
No. of feedback 5,060 5,657 8,232 9,315
Complaints on hassle
of discharge process
295 NIL NIL NIL
Complaints on long
waiting time
46 38 8 6
Note: Complaints on long waiting time came from patients using insurance medical card.
Revenue And Profit Before Tax(Pbt)
2009(RM) 2010(RM) 2011(RM) 2012(RM)
Revenue 84,445,232 96,651,977 104,380,122 114,315,468
Profit Before Tax(PBT) 4,591,035 10,816,684 11,761,115 14,250,479
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IV. Discussion
This hospital is a five storey building where wards are found at level two, level three and level four.
From year 2005 to year 2009, inpatient discharges are done at Ground level of the Finance department. All
patients or their relatives are required to go to the central discharge counters at the ground floor to settle their
bills when they are discharged. With this system patients found a lot of difficulties to go down from the wards to
the ground floor especially when patients are not able to walk or not accompanied by their relatives. Once they
had settle their bills they have to go back again to the wards to collect their belonging and their medications
because dispensing of medications are done by nurses at ward levels. Therefore the central discharge system at
the ground floor had created a lot of hassles to our customers and we had received quite substantial amount of
complaints from our clients.
After reviewing the system thoroughly, the management had decided to implement a new system of
inpatient discharges by decentralising the inpatient discharges. For the new system inpatient discharges are
done at wards’ level .Every ward will have a discharge counter. Therefore the management had built discharge
counters at ward Sri Menanti(maternity ward)at level two which cater patients from ICU/CCU and maternity
ward. Counters are also available at level three in ward Sri Selasih(medical ward) and ward Sri Delima(surgical
ward). At level four counters are available at ward Sri Angkasa(paediatric ward) and Sri Cempaka( surgical
ward).The decentralised system was implemented in January 2010.
Patients’ feedback were collected from July 2009 to December 2009(before the implementation of the
new system) and from January 2010 to June 2010(after the implementation of the new system).
From July 2009 to December 2009 , 5,060 feedback forms were collected. 295 patients complaint
about the hassle of discharge process and 46 patients complaint about the long waiting time for discharges.
From January to June 2010, 5,657 feedback forms were received . However there was no complaint
about the hassle of discharges and only 38 complaints about the long waiting time. The long waiting was mainly
due to the late respond by the insurance companies. In Malaysia, when patients are using Insurance medical
card, the hospital is required to fax the final bill to the insurance companies for verification of the final payment.
This process will normally take about two hours and nothing much the hospital can do to speed up the process.
Therefore in order to minimise the complaint patients will be informed by staff upon their admission to
the ward and re-informed by staff upon their discharges about the waiting time required to process the bill. With
the information given to patients we managed to reduce the number of complaints. However there are still a
small number of patients who still can’t accept the long waiting time. This can be seen from the data collected in
year 2011 and year 2012. From January to June 2011, 8,232 feedback forms were received with 8 patients
complaint about the long waiting time and all of them are using insurance medical card. 9,315 feedback forms
were collected from January to June 2012 with 6 complaints received from patients for a long waiting time . All
those patients are also using insurance medical card.
Improving customer satisfaction will facilitate the organization to achieve continuous business growth.
KPJ Seremban had enjoyed the financial growth with continuous customer support which is reflected in the
continuing growth of revenue and profit before tax. From the data we can see the continuous growth of the
revenue from RM 84,445,232 in year 2009 before the implementation of the new system to RM 96,651,977 in
year 2010 after the implementation of the new system. The revenue further grow to RM 114,315,468 in year
2012. The growth of revenue was followed by the growth of profit before tax (PBT) from RM 4,591,035 in year
2009 to RM 14,250,479 in year 2012.The grow of the revenue was 35.7% from year 2009 to year 2012 where as
the grow of PBT was 250% from year 2009 to year 2012.
The continuous growth enjoyed by KPJ Seremban is in line with studies done by researchers. In a study
done by (Harkey and Vraciu 1992) it was found that in 82 hospitals, a 1% standard deviation change in the
quality score resulted in a 2% increase in operating margin . Another study of 51 hospitals found that
approximately 30% of the variance in hospital profitability can be attributed to patient perceptions of the quality
of care (Nelson et al. 1992). Greater service utilization and risk management is link to Press Ganey measures
(Burroughs et al. 1999; Press 1983, 1984).Reputations are built over time as word of mouth spreads throughout
a community. When Press Ganey analyzed clients’ patient satisfaction in 1999, and then subsequent changes in
patient volume between 2000 and 2004, the results were stunning. Hospitals with patient satisfaction in the 90th
percentile experienced nearly a third increase in patient volume – or, on average, an additional 1,382 patients
per year. For hospitals with patient satisfaction in the bottom 10th percentile, the average volume decrease was
17% or 2,599 patients. In other words, hospitals with high Press Ganey scores were likely to see an increase in
volume. Hospitals with low scores were likely to see a drop. Positive experiences will promote a stronger
customer base and increased market share where as negative experiences will diminish your gains. For every
patient who voices a complaint about his or her care experience, there may be as many as 20 dissatisfied patients
(Zimowski 2004). After discharge, these 20 patients will talk to other potential patients.
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V. Conclusion
From the study it was found that the new system of decentralising the inpatient discharges at ward level
had reduced the number of complaints from customers. After the implementation there was no reported
complaints on the hassle of discharges except a small number of patients still complaint on the long waiting time
for discharges. Those complainants were using insurance medical card. In line with the better customer
satisfaction the hospital enjoyed continuous growth in term of financial performance which is in line with a few
studies done by researchers.
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