scholarly journals Checklists in community care: reducing differences in care delivery between regular and relief staff to improve consistency and client experience

2020 ◽  
Vol 9 (2) ◽  
pp. e000809
Author(s):  
Swapnil Rege ◽  
Aisha Mian Malik ◽  
Marybeth Ward ◽  
Jing Hong
Keyword(s):  
Service Delivery ◽  
Client Satisfaction ◽  
Care Delivery ◽  
Exchange Process ◽  
Community Support ◽  
Healthcare Sector ◽  
Aviation Industry ◽  
Client Experience ◽  
Personal Support ◽  
Checklist Implementation

BackgroundToday, healthcare is more complex than just ensuring clients receive quality care; it also involves consistently delivering excellent client experience. A non-profit community support services agency conducted an extensive diagnostic journey to determine root causes of inconsistent care delivery between regular and relief frontline staff.Local problemClients and family caregivers noted lower satisfaction in care delivery when a relief staff (ie, internal staff or an external agency that is covering a shift) provided service in comparison with their regular staff. The diagnostic journey discovered that the shift exchange process—when outgoing staff transfers critical knowledge to incoming staff for continuing care—varied significantly between the 11 service locations, leading to a lack of consistent service delivery, thereby impacting client experience.MethodsA working group consisting of Supervisors of Client Services, Personal Support Workers (PSW) and management were tasked with process mapping the current state, highlighting gaps and outlining the ideal state of the shift exchange process.InterventionsUsing best practices from the aviation industry, a checklist was developed that encapsulated all the critical steps needed to be undertaken for a successful, consistent shift exchange. The theory was that the utilisation of the checklist would enable consistency and improve client satisfaction with care delivery, especially when care is delivered by a staff unfamiliar with clients.ResultsPrior to the checklist implementation, 74% of clients were satisfied or very satisfied with their relief staff, and post checklist implementation client satisfaction improved to 90%. Staff self-assessments also indicated that PSWs agreed that the checklist helped provide consistent care.ConclusionThe use of checklists can transform the way care is delivered in the community support sector and other service delivery agencies alike to bring greater standardisation of care between providers, thus significantly improving client experience across the healthcare sector.

scholarly journals Impact of IoT Adoption on Agility and Flexibility of Healthcare Organization

2019 ◽  
Vol 8 (11) ◽  
pp. 2673-2681 ◽  
Keyword(s):  
Service Delivery ◽  
Empirical Evidence ◽  
Structural Equation ◽  
Service Sector ◽  
Positive Impact ◽  
Care Delivery ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Success Factor ◽  
Healthcare Organizations

This study addresses one of the most critical advents and highly sought after the technological breakthrough of today’s service sector. Internet of things has been finding relevance in today’s service sector as a significant impetus to superior service delivery and advanced service proposition to customers. Healthcare sector is also no exception. This study taking data from the Indian healthcare sector attempts to check the relationship between IoT adoption and proposed service delivery gains experienced by healthcare organizations (if any). The study based on the theoretical premises of cybernetic control theory and technology adoption model by Davis, Hypothesized that IoT adoption must positively influence flexibility and agility and in turn, flexibility positively influence readiness. The empirical evidence supports these hypotheses, and all the findings validate the propositions that healthcare organizations and the players and actors involved in healthcare consider IoT adoption as pivotal. Because the survey outcomes establish path analysis linkages through Structural equation modeling (SEM). SEM results highlight the significant positive impact of IoT adoption on flexibility and agility and in turn, even stronger association and effects of flexibility on readiness in the services offered by healthcare organizations. This study outcomes are very vital for hospital managers and upcoming healthcare practitioners as it establishes empirical evidence supporting IoT adoption as a helpful step and prominent success factor for better flexible patient care delivery and agility.

Client satisfaction and Competency of Healthcare Providers with the services of BRAC Maternity Centres – A Cross Sectional Study

2020 ◽  
Author(s):  
Nusrat Khan ◽  
Saira Parveen Jolly ◽  
Tridib Roy Chowdhury ◽  
Ariful Alam ◽  
Mahfuzar Rahman ◽  
...  
Keyword(s):  
Service Delivery ◽  
Antenatal Care ◽  
Rural Areas ◽  
Client Satisfaction ◽  
Care Delivery ◽  
Healthcare Providers ◽  
Health Service Delivery ◽  
Service Utilisation ◽  
Cross Sectional ◽  
Normal Delivery

Abstract Background Client satisfaction and competency of the healthcare providers are key areas to ensure good health service delivery anywhere. The objective of this study was to understand the competency of the healthcare providers of BRAC maternity centres (BMC) in rural areas of Bangladesh and acceptance of their services at client level. Methods It was a cross-sectional exploratory mixed method study. For exploring client satisfaction and expected services of the clients, 2810 married women, aged 15-44 years with a delivery outcome within one year of interview, were included in the survey. In addition, 12 observations, and19 in-depth interviews of patients and their attendants were used for collecting information on competency of the midwives and Community Skilled Birth Attendants (CSBAs) from four upazillas in Bangladesh. The BMC in Mithapukur was functioning for two years preceding the survey, whilst rest of the three were established before two months of the survey. For this reason client satisfaction information was collected only from BMC in MIthapukur. On the other hand, information on competency of midwives and CSBAs were collect from all BMCs. Results Mean age of the respondents was around 24 years and more than 96% were housewives. All facilities were well equipped to provide maternity services. We found that more than 92%, 91% and 87.5% of the beneficiaries of BMC in Mithapukur were satisfied with the antenatal care (ANC) check-up, normal delivery and episiotomy services. For all other centres, most of the clients expected caesarean section facilities, availability of doctors and financial support from the centres. In terms of competency, the midwives and CSBAs were satisfactorily competent to provide all required services. Conclusion Overall, the results suggest the BMC holds competent workforce and similar service delivery strategies can be replicated in poor resource settings and BMCs to ensure quality care and trust in the patients for healthcare service utilisation. Keywords: Antenatal care, delivery care, postnatal care, neonatal care, competency, midwife, community skilled birth attendant, client satisfaction

COVID 19 and Special Care Dentistry: A Narrative Review

2020 ◽  
Vol 11 (SPL1) ◽  
pp. 1473-1476
Author(s):  
Ashwika Datey ◽  
Soumya Singhai ◽  
Gargi Nimbulkar ◽  
Kumar Gaurav Chhabra ◽  
Amit Reche
Keyword(s):  
Health Care ◽  
Oral Health ◽  
Health Services ◽  
Care Delivery ◽  
Special Care ◽  
World Health ◽  
Healthcare Sector ◽  
Health Care Needs ◽  
Oral Diseases ◽  
Care Needs

The COVID 19 outbreak has been declared a pandemic by the world health organisation. The healthcare sector was overburdened and overstretched with the number of patient increasing and requiring health services. The worst-hit population always are the people with special needs, whether it is children, pregnant females or the geriatric population. The need for the emergency kind of health services was so inflated that the other special population which required them equally as those patients with the COVID 19 suffered a lot. Dentistry was not an exception, and even that is also one of the important components of the health care delivery system and people requiring oral health care needs were also more. Those undergoing dental treatments would not have completed the treatment, and this would have resulted in various complications. In this situation, some dental emergency guidelines have been released by Centres for Disease Control (CDC) for the urgent dental care those requiring special care dentistry during the COVID 19 pandemic. Children with special care needs were considered more vulnerable to oral diseases; hence priority should have been given to them for dental treatments moreover in the future also more aggressive preventive measures should be taken in order to maintain oral hygiene and prevent many oral diseases. Guardians/caregivers should be made aware and motivated to maintain the oral health of children with special health care needs. This review mainly focuses on the prevention and management of oral diseases in children's with special care needs.

scholarly journals Delivery of Community Support Services for Older Adults in Social Housing

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 910-911
Author(s):  
Matthew Yau ◽  
Christine Sheppard ◽  
Jocelyn Charles ◽  
Andrea Austen ◽  
Sander Hitzig
Keyword(s):  
Older Adults ◽  
Service Delivery ◽  
Low Income ◽  
Support Services ◽  
Social Housing ◽  
Service Providers ◽  
Community Support ◽  
Community Agencies ◽  
Visible Minorities ◽  
Community Support Services

Abstract Community support services are an integral component of aging in place. In social housing, older adult tenants struggle to access these services due to the siloed nature of housing and health services. This study aims to describe the relationship between community support services and social housing for older adults and examine ways to optimize delivery. Data on government-funded community support services delivered to 74 seniors’ social housing buildings in Toronto, Ontario was analyzed. Neighbourhood profile data for each building was also collected, and correlational analyses were used to examine the link between neighbourhood characteristics and service delivery. Fifty-six community agencies provided 5,976 units of services across 17 service categories, most commonly mental health supports, case management and congregate dining. On average, each building was supported by nine agencies that provided 80 units of service across 10 service categories. Buildings in neighbourhoods with a higher proportion of low-income older adults had more agencies providing on-site services (r = .275, p < .05), while those in neighbourhoods with more immigrants (r = -.417, p < .01), non-English speakers (r = -.325, p < .01), and visible minorities (r = -.381, p < .01) received fewer services. Findings point to a lack of coordination between service providers, with multiple agencies offering duplicative services within the same building. Vulnerable seniors from equity-seeking groups, including those who do not speak English and recent immigrants, may be excluded from many services, and future service delivery for seniors should strive to address disparities in availability and access.

scholarly journals 412 - An Affect Education Model for Caregivers: Managing Behavioural and Psychological Symptoms of Dementia

2020 ◽  
Vol 32 (S1) ◽  
pp. 128-128
Author(s):  
Ken Schwartz ◽  
Robert Madan ◽  
Rosalind Sham ◽  
Sandra Gardner
Keyword(s):  
Focus Groups ◽  
Psychological Symptoms ◽  
Care Delivery ◽  
Care Providers ◽  
Term Care ◽  
Self Reflection ◽  
Personal Support ◽  
Behavioural And Psychological Symptoms ◽  
Education Model ◽  
The Impact

Introduction:Providing care for people with behavioural and psychological symptoms of dementia is stressful as these individuals are commonly labelled as aggressive or resistant to care. Few studies have evaluated the impact of providing support to professional caregivers working in long-term care. Our mixed methods pilot study evaluated the impact of the innovative Affect Education Model among health care providers from two Toronto nursing homes.Methods:The two-person centred Affect Educational Model through the use of seven questions that encourage self-reflection teaches that problematic behaviours are co-constructed between individuals with BPSD and caregivers. Study procedures included recruiting nursing staff and personal support workers and teaching them the model in five weekly 30-minute group sessions. Qualitative measures in the form of focus groups were obtained. Quantitative measures were obtained through the use of five questionnaires.Results:Qualitative findings from focus groups identified four themes: facilitators and barriers perceived in current care delivery, the impact of the model experience on staff care delivery, reflections on being taught the model, and future model implementation. Quantitative results were also collected and discussed.Conclusions:The use of both pharmacologic and nonpharmacologic treatment of individuals with BPSD may be greatly enhanced by an interpersonal two-person Affect Education Model that emphasizes the importance of calming down and self-reflection. Future directions include expanding the model to family caregivers through the use of multimedia resources.

scholarly journals HEALTHCARE PROVIDERS’ EXPERIENCES IN CARING FOR OLDER ADULTS WITH MULTIPLE CHRONIC CONDITIONS

2019 ◽  
Vol 3 (Supplement_1) ◽  
pp. S317-S318
Author(s):  
Jenny Ploeg ◽  
Marie-Lee Yous ◽  
Kimberly Fraser ◽  
Sinéad Dufour ◽  
Sharon Kaasalainen ◽  
...  
Keyword(s):  
Older Adults ◽  
Primary Care ◽  
Home Care ◽  
Family Caregivers ◽  
Chronic Conditions ◽  
Care Delivery ◽  
Healthcare Providers ◽  
Multiple Chronic Conditions ◽  
Team Approach ◽  
Personal Support

Abstract The management of multiple chronic conditions (MCC) in older adults living in the community is complex. Little is known about the experiences of interdisciplinary primary care and home providers who care for this vulnerable group. The aim of this study was to explore the experiences of healthcare providers in managing the care of community-living older adults with MCC and to highlight their recommendations for improving care delivery for this group. A qualitative interpretive description design was used. A total of 42 healthcare providers from two provinces in Canada participated in semi-structured interviews. Participants represented diverse disciplines (e.g., physicians, nurses, social workers, personal support workers) and settings (e.g., primary care and home care). Thematic analysis was used to analyze interview data. The experiences of healthcare providers managing care for older adults with MCC were organized into six major themes: (1) managing complexity associated with MCC, (2) implementing person-centred care, (3), involving and supporting family caregivers, (4) using a team approach for holistic care delivery, (5) encountering rewards and challenges in caring for older adults with MCC, and (6) recommending ways to address the challenges of the healthcare system. Healthcare providers highlighted the need for a more comprehensive integrated system of care to improve care management for older adults with MCC and their family caregivers. Specifically, they suggested increased care coordination, more comprehensive primary care visits with an interprofessional team, and increased home care support.

Understanding sickness absence in nurses and personal support workers: Insights from frontline staff and key informants in Northeastern Ontario

Work ◽  
2020 ◽  
Vol 66 (4) ◽  
pp. 755-766
Author(s):  
Basem Gohar ◽  
Michel Larivière ◽  
Nancy Lightfoot ◽  
Elizabeth Wenghofer ◽  
Céline Larivière ◽  
...  
Keyword(s):  
Focus Group ◽  
Sickness Absence ◽  
Well Being ◽  
Healthcare Sector ◽  
Sickness Absenteeism ◽  
Key Informants ◽  
Staff Shortage ◽  
Personal Support ◽  
Personal Support Workers ◽  
Group Sessions

BACKGROUND: Nurses and personal support workers (PSWs) have high sickness absence rates in Canada. Whilst the evidence-based literature helped to identify the variables related to sickness absenteeism, understanding “why” remains unknown. This information could benefit the healthcare sector in northeastern Ontario and in locations where healthcare is one of the largest employment sectors and where nursing staff have high absence and turnover rates. OBJECTIVE: To identify and understand the factors associated with sickness absence among nurses and PSWs through several experiences while investigating if there are northern-related reasons to explain the high rates of sickness absence. METHODS: In this descriptive qualitative study, focus group sessions took place with registered nurses (n = 6), registered practical nurses (n = 4), PSWs (n = 8), and key informants who specialize in occupational health and nursing unions (n = 5). Focus group sessions were transcribed verbatim followed by inductive thematic analysis. RESULTS: Four main themes emerged, which were occupational/organizational challenges, physical health, emotional toll on mental well-being, and northern-related challenges. Descriptions of why such factors lead to sickness absence were addressed with staff shortage serving as an underlying factor. CONCLUSION: Despite the complexity of the manifestations of sickness absence, work support and timely debriefing could reduce sickness absence and by extension, staff shortage.

scholarly journals A comparative analysis of the antecedents and consequences of employee satisfaction for urban and rural healthcare workers in KwaZulu-Natal province, South Africa

2019 ◽  
Vol 17 ◽  
Author(s):  
Brian Tawana ◽  
Nicolene E. Barkhuizen ◽  
Yvonne Du Plessis
Keyword(s):  
Job Satisfaction ◽  
Service Delivery ◽  
South African ◽  
Employee Satisfaction ◽  
Healthcare Workers ◽  
Healthcare Professionals ◽  
Healthcare Sector ◽  
Rural Healthcare ◽  
Kwazulu Natal ◽  
Antecedents And Consequences

Orientation: The South African healthcare industry is facing significant challenges to retain quality healthcare professionals to deliver services in rural areas.Research purpose: The main purpose of this study was to compare the antecedents and consequences of employee satisfaction for healthcare professionals in urban and rural areas to establish if there are distinguishing factors that can better inform human resource (HR) management to improve job satisfaction and service delivery. KwaZulu-Natal province was chosen because of its number and proximity of rural and urban healthcare facilities.Motivation for the study: A holistic perspective, focusing on both urban and rural South African settings, on how the healthcare sector can retain healthcare workers through employee satisfaction and service delivery is lacking.Research approach/design and method: The research design for the study is a mixed-method sequential design. A quantitative survey using a structured questionnaire inclusive of the constructs such as work environment, work satisfaction, job satisfaction, employee retention and service quality was administered to a sample of urban and rural healthcare professionals in KwaZulu-Natal (N = 405). In addition, the researchers conducted three focus group discussions (N = 28).Main findings: The quantitative results showed that urban and rural sample groups differed significantly in terms of their satisfaction with work duties, compensation, career development, service delivery and turnover intentions. Communalism was found to play a major role in retention and quality of service delivery of healthcare professionals in rural settings.Practical/managerial implications: The findings of this study require from management to understand the differential factors between urban and rural settings in service quality and staff retention. Human resource practitioners are encouraged to understand the differentiators of job satisfaction and service delivery in an urban and rural context and develop conducive work environments that allow healthcare workers to execute their tasks effectively.Contribution/value-add: This study provides a unique perspective of the antecedents and outcomes of employee satisfaction for both urban and rural healthcare sector workers and indicates that context is important.

Closing the delivery gap

2018 ◽  
Vol 31 (4) ◽  
pp. 327-336
Author(s):  
Kevin Peter Fiori ◽  
Jennifer Schechter ◽  
Sesso Christophe Gbeleou ◽  
Sandra Braganza ◽  
Joseph Rhatigan ◽  
...  
Keyword(s):  
Service Delivery ◽  
Value Chain ◽  
Design Methodology ◽  
Care Delivery ◽  
New Approach ◽  
Content Type ◽  
Continuous Quality ◽  
Practical Implications ◽  
Comprehensive Mapping ◽  
Hiv Aids

Purpose The purpose of this paper is to describe the authors’ experience operationalizing the care delivery value chain (CDVC) as a management and continuous quality improvement (QI) approach to strengthen HIV/AIDS services provided in Northern Togo through addressing gaps across a care continuum. Design/methodology/approach The authors led a series of discussions to develop a CDVC specific to existing HIV/AIDS services in Northern Togo. Using the CDVC framework, 28 specific gaps in service delivery were identified and integrated into a strategic QI plan. Findings At 12 months, 92 percent of delivery gaps had demonstrated improvement. The CDVC framework proved to be valuable in the following ways. First, it facilitated the first comprehensive mapping of HIV/AIDS services in the Kara region of Togo. Second, it enabled the identification of gaps or insufficiencies in the currently available services across the full continuum of care. Third, it catalyzed the creation of a strategic QI plan based on identified gaps. Research limitations/implications This case description is the authors’ experience in one setting and should not be considered comparative in nature. Furthermore, the approach described may not be applicable to all initiatives and/or organizations. As described, the lack of sophisticated and comprehensive data collection systems limited the authors’ ability to collect reliable data on some of the QI initiatives planned. Practical implications The operationalization of the CDVC framework is an effective approach to drive continuous QI. Originality/value Through the operationalization of the CDVC, the authors developed a new approach for assessing existing services, identifying gaps in service delivery and directing continuous QI initiatives in a strategic manner.

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

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