OKE-LZ methode voor kwaliteitonderzoek / cliënttevredenheid in de zorg voor mensen met (verstandelijke) beperkingen.
Kennismarkt 2011 Bussum
Onderzoek KwaliteitsErvaringen in de Langdurende Zorg (OKE-LZ)
Gastvrijheid zit in alles..........en iedereenJohn Hokkeling
Gastvrijheid staat momenteel volop in de belangstelling binnen zorgorgani-saties in Nederland en dus ook binnen de GGZ. Vrijwel alle organisaties ver-melden het begrip in hun bedrijfsmissie. Dat het nodig is om de zorg gastvrijer te maken zal niemand ontkennen. Maar, wat is nou gastvrijheid en hoe werkt dat?
eZ Publish Opensource open standards conference talkTony Wood
- eZ Systems is a commercial open source software company founded in 1999 that provides the eZ Publish content management platform. It has over 350 partners and 15,000 customers in 120 countries.
- The Autonomous Province of Trento in Italy implemented eZ Publish to enable citizens to report issues and provide feedback, allow local organizations to communicate initiatives, and create a forum for citizen observations across 10 valley communities and 20 municipalities.
- The European Space Agency (ESA) implemented eZ Publish as its main CMS to unify its many websites and centrally manage over 1,300 videos, 10,500 images, and news/articles across 20 European countries in 11 search categories and 100+ sub-categories
The document discusses selecting a content management system for law firms. It notes that the landscape of options is complex, with systems ranging from over $500,000 to under $100,000 in licensing fees. Upper-range systems may be over-featured and have long implementation times over 12 months, while low-mid range systems have limited capabilities and integration. The document lists several enterprise, upper range, and mid-range content management system platforms and notes capabilities important for law firm sites include connected content, powerful search, events, workflows, and mobile functionality. It concludes by outlining initial steps for selecting a system like identifying needs, budgets, and content modeling.
We, Bharat Hydraulic, are a manufacturer, retailer, trader and exporter of a superlative array of Industrial Machinery, Tile Molds and High Pressure Machine. These products are appreciated for their sturdy construction and low maintenance.
OKE-LZ methode voor kwaliteitonderzoek / cliënttevredenheid in de zorg voor mensen met (verstandelijke) beperkingen.
Kennismarkt 2011 Bussum
Onderzoek KwaliteitsErvaringen in de Langdurende Zorg (OKE-LZ)
Gastvrijheid zit in alles..........en iedereenJohn Hokkeling
Gastvrijheid staat momenteel volop in de belangstelling binnen zorgorgani-saties in Nederland en dus ook binnen de GGZ. Vrijwel alle organisaties ver-melden het begrip in hun bedrijfsmissie. Dat het nodig is om de zorg gastvrijer te maken zal niemand ontkennen. Maar, wat is nou gastvrijheid en hoe werkt dat?
eZ Publish Opensource open standards conference talkTony Wood
- eZ Systems is a commercial open source software company founded in 1999 that provides the eZ Publish content management platform. It has over 350 partners and 15,000 customers in 120 countries.
- The Autonomous Province of Trento in Italy implemented eZ Publish to enable citizens to report issues and provide feedback, allow local organizations to communicate initiatives, and create a forum for citizen observations across 10 valley communities and 20 municipalities.
- The European Space Agency (ESA) implemented eZ Publish as its main CMS to unify its many websites and centrally manage over 1,300 videos, 10,500 images, and news/articles across 20 European countries in 11 search categories and 100+ sub-categories
The document discusses selecting a content management system for law firms. It notes that the landscape of options is complex, with systems ranging from over $500,000 to under $100,000 in licensing fees. Upper-range systems may be over-featured and have long implementation times over 12 months, while low-mid range systems have limited capabilities and integration. The document lists several enterprise, upper range, and mid-range content management system platforms and notes capabilities important for law firm sites include connected content, powerful search, events, workflows, and mobile functionality. It concludes by outlining initial steps for selecting a system like identifying needs, budgets, and content modeling.
We, Bharat Hydraulic, are a manufacturer, retailer, trader and exporter of a superlative array of Industrial Machinery, Tile Molds and High Pressure Machine. These products are appreciated for their sturdy construction and low maintenance.
This document outlines 5 steps to develop your personality: 1) Accept yourself and take responsibility for your decisions; 2) Visualize your goals and dreams to focus on achieving them; 3) Learn from both your own mistakes and others' to gain success; 4) Challenge yourself daily to learn something new; 5) Maintain a positive mindset filled with positive thoughts and no room for negativity. Following these 5 steps can help change your life.
This document appears to be an employment contract between Asia Precision Public Company Limited and an individual named Shrinivas R. Some key details:
- It offers Shrinivas R a two-year contract as a CNC Programmer & Machinist.
- The initial monthly salary is 28,000 Baht, increasing to 30,000 Baht after a successful 4-month probation period.
- It outlines terms regarding work permits, duties, termination, leave, benefits, and compliance with company rules and safety regulations.
- Shrinivas R signs to accept the terms, with his signature and the date at the bottom.
This document discusses using message brokers like RabbitMQ to introduce queues for processing document conversions. It describes how using a queue allows processing to be distributed across multiple consumers for better reliability and scalability compared to a single process approach. Specifically, it outlines how the Kaliop QueueingBundle for Symfony provides an easy way to integrate queues and supports multiple broker protocols with a common API.
This chapter introduces key concepts about communication processes and mass media. It discusses the elements of communication including sources, encoding, messages, channels, decoding, receivers, feedback and noise. It describes three main communication settings - interpersonal, machine-assisted interpersonal, and mass communication. It also explains how technological, economic and social forces are transforming traditional mass media and discusses models of mass communication including trends like audience segmentation, convergence, user-generated content and social media.
Power politics arises from the anarchic nature of international relations, where states seek to balance power out of security interests. There are alternatives like world government or collective security, but both face significant challenges in implementation. Collective security aims to replace national power with collective defense, but identifying aggressors is difficult and status quo bias limits peaceful change. While anarchy leads to power politics if states assume it must, the consequences are not automatic as security communities show states can coexist without violence given different experiences. Overall the viability of alternatives to power politics is limited by what levels of change are feasible.
StartupWeekend Amman @ZAINJO business model innovation and secrets of succesf...Rami Al-Karmi
The document discusses topics related to starting a business and entrepreneurship including lean startup principles, business model innovation, secrets of successful startups, mentorship opportunities, outdated tools taught in business schools, stages of venture development, typical startup failure rates, and the importance of having a clear business model and product when seeking funding. It encourages getting out of the building and determining how long financial runway remains.
This document outlines the course for Islamic Ethics. It begins with definitions of ethics and discusses the differences between ethics and morality. It then covers the scope and importance of Islamic ethics as well as its sources which include the Quran, hadith, theology, philosophy, jurisprudence, and mysticism. It also discusses the relationship between ethics and religion, comparing religious morality to secular morality. Finally, it examines contemporary approaches to ethics and the relationship between ethics, law, and basic human versus Islamic morals.
Bangladesh All Mobile operators query short code.PRAN-RFL Group
This document lists the short codes used by different mobile operators in Bangladesh to check account balances, SIM numbers, data packages, minutes, SMS, and MMS usage. It also provides short codes for services like call me back, mobile internet settings requests, call alerts, and customer service numbers.
Al-Farabi was an influential 10th century philosopher born in Transoxania who studied many subjects including philosophy, logic, politics, and mathematics. He proposed theories on human nature, the ideal ruler, and the formation and varieties of states. He described four types of cities - virtuous, ignorance, immoral, and erring - based on their adherence to attaining true happiness for citizens. His political philosophy aimed to advance human societies using some of Plato's approaches while balancing reason and revelation.
The document discusses the importance of exercise for health and well-being. Regular physical activity can help control weight, reduce the risk of cardiovascular disease, diabetes and some cancers. Exercising for at least 30 minutes each day can provide significant health benefits.
Microservices Architecture for Content Management Systems using AWS Lambda an...Mitoc Group
Content Management Systems are by nature resource intensive, expensive to customize, and difficult to manage at scale. What if we can change this perception and help PHP / Drupal developers architect a content platform that is high performance and low cost, high security and low maintenance? This talk will focus on 3 key topics: 1) serverless environment, 2) microservices architecture and 3) hands-on demos. We will describe a serverless solution and propose a scalable architecture that will help Drupal community to adopt cloud-native approach without huge efforts or expensive resources allocation.
This document outlines 5 steps to develop your personality: 1) Accept yourself and take responsibility for your decisions; 2) Visualize your goals and dreams to focus on achieving them; 3) Learn from both your own mistakes and others' to gain success; 4) Challenge yourself daily to learn something new; 5) Maintain a positive mindset filled with positive thoughts and no room for negativity. Following these 5 steps can help change your life.
This document appears to be an employment contract between Asia Precision Public Company Limited and an individual named Shrinivas R. Some key details:
- It offers Shrinivas R a two-year contract as a CNC Programmer & Machinist.
- The initial monthly salary is 28,000 Baht, increasing to 30,000 Baht after a successful 4-month probation period.
- It outlines terms regarding work permits, duties, termination, leave, benefits, and compliance with company rules and safety regulations.
- Shrinivas R signs to accept the terms, with his signature and the date at the bottom.
This document discusses using message brokers like RabbitMQ to introduce queues for processing document conversions. It describes how using a queue allows processing to be distributed across multiple consumers for better reliability and scalability compared to a single process approach. Specifically, it outlines how the Kaliop QueueingBundle for Symfony provides an easy way to integrate queues and supports multiple broker protocols with a common API.
This chapter introduces key concepts about communication processes and mass media. It discusses the elements of communication including sources, encoding, messages, channels, decoding, receivers, feedback and noise. It describes three main communication settings - interpersonal, machine-assisted interpersonal, and mass communication. It also explains how technological, economic and social forces are transforming traditional mass media and discusses models of mass communication including trends like audience segmentation, convergence, user-generated content and social media.
Power politics arises from the anarchic nature of international relations, where states seek to balance power out of security interests. There are alternatives like world government or collective security, but both face significant challenges in implementation. Collective security aims to replace national power with collective defense, but identifying aggressors is difficult and status quo bias limits peaceful change. While anarchy leads to power politics if states assume it must, the consequences are not automatic as security communities show states can coexist without violence given different experiences. Overall the viability of alternatives to power politics is limited by what levels of change are feasible.
StartupWeekend Amman @ZAINJO business model innovation and secrets of succesf...Rami Al-Karmi
The document discusses topics related to starting a business and entrepreneurship including lean startup principles, business model innovation, secrets of successful startups, mentorship opportunities, outdated tools taught in business schools, stages of venture development, typical startup failure rates, and the importance of having a clear business model and product when seeking funding. It encourages getting out of the building and determining how long financial runway remains.
This document outlines the course for Islamic Ethics. It begins with definitions of ethics and discusses the differences between ethics and morality. It then covers the scope and importance of Islamic ethics as well as its sources which include the Quran, hadith, theology, philosophy, jurisprudence, and mysticism. It also discusses the relationship between ethics and religion, comparing religious morality to secular morality. Finally, it examines contemporary approaches to ethics and the relationship between ethics, law, and basic human versus Islamic morals.
Bangladesh All Mobile operators query short code.PRAN-RFL Group
This document lists the short codes used by different mobile operators in Bangladesh to check account balances, SIM numbers, data packages, minutes, SMS, and MMS usage. It also provides short codes for services like call me back, mobile internet settings requests, call alerts, and customer service numbers.
Al-Farabi was an influential 10th century philosopher born in Transoxania who studied many subjects including philosophy, logic, politics, and mathematics. He proposed theories on human nature, the ideal ruler, and the formation and varieties of states. He described four types of cities - virtuous, ignorance, immoral, and erring - based on their adherence to attaining true happiness for citizens. His political philosophy aimed to advance human societies using some of Plato's approaches while balancing reason and revelation.
The document discusses the importance of exercise for health and well-being. Regular physical activity can help control weight, reduce the risk of cardiovascular disease, diabetes and some cancers. Exercising for at least 30 minutes each day can provide significant health benefits.
Microservices Architecture for Content Management Systems using AWS Lambda an...Mitoc Group
Content Management Systems are by nature resource intensive, expensive to customize, and difficult to manage at scale. What if we can change this perception and help PHP / Drupal developers architect a content platform that is high performance and low cost, high security and low maintenance? This talk will focus on 3 key topics: 1) serverless environment, 2) microservices architecture and 3) hands-on demos. We will describe a serverless solution and propose a scalable architecture that will help Drupal community to adopt cloud-native approach without huge efforts or expensive resources allocation.
This document provides information about Perfect World Principle (PWP), a company that helps businesses change the world and reinvent themselves. PWP was founded in 2011 by David Smith and Jenny Elissen. They believe businesses can change the world by shifting to a new reality of progress. PWP helps identify limiting beliefs that prevent innovation and breakthrough dilemmas through a creative process. They work with businesses on redefining strategies, branding, and communication. The document outlines 4 healthcare dilemmas around making care smarter/simpler, engaging communities, involving patients, and preventing disease. It summarizes an activity where participants discussed limiting beliefs and ways to overcome them to shift from treating to preventing disease through new business models.
Ralph Van Disseldorp MMC Zorgmarketingfestival 230611
ZMF12 Hoe te komen tot WOW?
1. Hoe te komen tot WOW?
Hostmanship in de publieke sector: ZIEKENHUIZEN
Petra Kramer – Research Consultant Healthcare, TNS NIPO
2. Waarom hostmanship?
Tegenwoordig is er veel aandacht voor de technische kwaliteit en
veiligheid in ziekenhuizen:
- normen van verzekeraars
- normen voor verantwoorde zorg (zizo)
- CQI
- VMS
- JCI
- protocollen
Natuurlijk belangrijk, maar:
- de patiënt mist de menselijkheid
- de zorgprofessional ook!
3. Hostmanship
De kunst iemand het gevoel te geven welkom te zijn
Jan Gunnarsson
“Hostmanship is a practical philosophy that
´Creating a welcoming world´
aims to develop an attitude toward being a
host in all relations”
“The philosophy is that most of the ideas come from
the employees themselves. It has only to be
facilitated”
De medewerker staat centraal, de patiënt profiteert!
4. 6 meetbare pijlers
van Hostmanship
Dienstbaar zijn
Verantwoordelijkheid
Dialoog
Kennis
Consideratie
Het geheel zien
5. Wat hebben we gedaan?
Online onderzoek onder patiënten van de 20 grootste ziekenhuizen
- daarnaast ook 20 grootste gemeenten, 15 uitvoeringsorganisaties
en 4 zorg- en welzijnsorganisaties
In het onderzoek:
- Soort contact: aanleiding, belang, intensiteit, frequentie
- Tevredenheid: totaaloordeel, moeite, gevoel welkom te zijn.
Hostmanship-aspecten, instrumentele aspecten
- Kanalen: gebruikt, waardering, online
6. 6 pijlers van Hostmanship
geoperationaliseerd
DIENEN DIALOOG
Wil graag helpen Oppakken van signalen
Aangenaam verrassen Klachten/ideeën serieus nemen
Op de hoogte houden
VERANTWOORDELIJKHEID Open voor kritiek
Verantwoordelijkheid nemen Klant zelf invloed uitoefenen op
voor oplossing oplossing/ behandeling
Afspraken nakomen
Probleem in één keer oplossen KENNIS
Deskundige medewerker
HET GEHEEL ZIEN
Niet te snel doorverwijzen CONSIDERATIE
Gehele organisatie Oprechte aandacht
vertegenwoordigen Inleven in vraag of probleem
7. Verder onderzocht
INSTRUMENTELE ASPECTEN EINDRESULTAAT
‘Ik kreeg wat ik wilde’
Vertrouwelijk behandelen van
persoonlijke informatie
KOSTEN
Persoonlijke gegevens maar 1x
hoeven doorgeven ‘Acceptabele kosten’
Bereikbaarheid v/d organisatie
Vindbare informatie
Duidelijke informatie
Acceptabele doorlooptijd
8. Hostmanshipscore (1-10)
Hostmanshipscore is het gemiddelde van de score op de 15 Hostmanshipstellingen
7,7
7,0
6,8
6,4
Uitvoering en Gemeenten Welzijn & zorg Ziekenhuizen
overheid
9. Het verbetermodel
Correlatie met het totaaloordeel
hoog
STERKTE
STERKTE
RANDVOORWAARDE
COMMUNICEREN
TEVREDENHEID
HANDHAVEN
ZWAKTE ZWAKTE
GEEN PRIORITEIT VERBETEREN!
laag BELANG hoog
10. Wat bepaalt tevredenheid? (ziekenhuizen)
Tevredenheid kan verhoogd worden door Hostmanship beter in te vullen
INSTRUMENTELE
EINDRESULTAAT
ASPECTEN hoog ‘Ik kreeg wat ik nodig
= Randvoorwaarden
had’
Vertrouwelijkheid
Eenmalige uitvraag Eind-
TEVREDENHEID
resultaat
Duidelijkheid en HOSTMANSHIP
vindbaarheid
Dienen
informatie
Verantwoordelijkheid
Bereikbaarheid
Kosten nemen
Doorlooptijd
Consideratie
Dialoog
laag hoog
BELANG Het geheel zien
KOSTEN
Acceptabele kosten Kennis
11. Instrumentele aspecten (ziekenhuizen)
Sterkte Sterkte
hoog
RANDVOORWAARDEN COMMUNICEREN!
Vertrouwelijke behandeling
Pers. gegevens 1x doorgeven
Goed Duidelijke
bereikbaar informatie Ik kreeg
wat ik
TEVREDENHEID
nodig had
Vindbare informatie
Acceptabele
doorlooptijd
Accep-
tabele
kosten
Zwakte Zwakte / kans
GEEN PRIORITEIT VERBETEREN!
laag BELANG hoog
12. HOSTMANSHIP onderverdeeld in 6 pijlers
(ziekenhuizen)
hoog Sterkte
COMMUNICEREN!
Consideratie
TEVREDENHEID
Het
geheel
zien
Zwakte / kans
VERBETEREN!
laag
BELANG hoog
13. Hostmanship / VERANTWOORDELIJKHEID
(ziekenhuizen)
hoog Sterkte
COMMUNICEREN!
Probleem in één
keer oplossen
Afspraken nakomen
Verantwoor-
TEVREDENHEID
delijkheid nemen voor
oplossing / probleem
Zwakte / kans
VERBETEREN!
laag
BELANG hoog
14. Hostmanship / HET GEHEEL ZIEN (ziekenhuizen)
hoog
Niet te snel
TEVREDENHEID
doorverwijzen
Het
geheel
zien De gehele organisatie
vertegenwoordigen
Zwakte / kans
VERBETEREN!
laag
BELANG hoog
15. Hostmanship / DIALOOG (ziekenhuizen)
hoog Sterkte
COMMUNICEREN!
Neem klachten of
ideeën serieus
TEVREDENHEID
Pak signalen op
Houd patiënt op de hoogte
Laat patiënt zelf
invloed uitoefenen Sta open voor kritiek Zwakte / kans
op behandeling VERBETEREN!
laag
BELANG hoog
17. En wat levert het nu eigenlijk op?
1.Blije patiënten
2.Meer concurrentiekracht
3.Geld- en tijdswinst
4.Vergroot werkplezier van de medewerker
18. Meer informatie?
www.tns-nipo.com/zmf
Neem contact op met:
Petra Kramer Peter Kanne
Research Consultant Healthcare Senior onderzoeker
020 5225 413 020 5225 924
petra.kramer@tns-nipo.com peter.kanne@tns-nipo.com
20. Corine Jansen
• Chief Listening Officer Radboud
Universitair Medisch Centrum
• Speaker en teamliaison
TEDxMaastricht 2011 en 2012:
The Future of Health
• Communitymanager Adults and
Young Adolescence with cancer :
AYA
• @corinejansen
30. Communicatie met de patiënt
Neem tijd voor de patient
Stel de juiste vragen aan de patiënt
Wordt er actief geluisterd naar wat de patiënt vraagt?
Wordt dan ook echt iets gedaan met de vraag van de patiënt?
En krijgt de patiënt ook wat er is gevraagd?
Wordt de patiënt ook gevraagd of hij blij is met wat er wordt geleverd?
31. Hoe concretiseer je de vraag van de
patiënt?
In overleg met de behandelend arts (bij staaroperatie is een breedbeeldtv
geen optie, met parkinson is gebruik van een e-reader lastig)
Moet onderdeel zijn van de missie van het ziekenhuis (iedereen moet dit
vanzelfsprekend uitdragen)
Individuele benadering, probeer het maximaal haalbare te realiseren (geef
elke patiënt het gevoel dat hij uniek is)
Als de vraag niet uitgevoerd kan worden, breng deze boodschap dan op een
positieve manier waarbij er teleurstelling maar ook begrip zal zijn
32. Hoe belangrijk is het welbevinden van de patiënt?
Belangrijk is dat de patiënt alle aandacht krijgt die mogelijk is tijdens het steeds
korter wordende verblijf in het ziekenhuis, waarbij er een juiste balans moet zijn
tussen zorg en persoonlijke aandacht
Het gevoel geven van veiligheid
Kan invloed hebben op het verloop van het herstel
De patiënt zal terugkomen als het verblijf aangenaam is geweest (de niet-medische
factoren)
Positieve uitstraling van een tevreden patiënt kan een aanbeveling voor anderen zijn
in de keuze voor het desbetreffende ziekenhuis