scholarly journals Healthcare improvement measures in risk management and patient satisfaction

2018 ◽  
Vol 30 (1) ◽  
pp. 1-1 ◽  
Author(s):  
Chih-Wei Huang ◽  
Usman Iqbal ◽  
Yu-Chuan (Jack) Li
Keyword(s):  
Risk Management ◽  
Patient Satisfaction ◽  
Healthcare Improvement ◽  
Improvement Measures

scholarly journals Aspek Penting Akreditasi Puskesmas dalam Mendukung Implementasi Jaminan Kesehatan Nasional

2018 ◽  
pp. 10-16
Author(s):  
Misnaniarti Misnaniarti ◽  
Putri Kemala Destari
Keyword(s):  
Risk Management ◽  
Quality Improvement ◽  
Patient Satisfaction ◽  
Health Services ◽  
Literature Review ◽  
Performance Improvement ◽  
Services Quality ◽  
Policy Study ◽  
Self Assessment

Abstrak Puskesmas memegang peran yang sangat penting dalam penyelenggaraan pelayanan kesehatan di Indonesia. Puskesmas dituntut untuk dapat menjamin perbaikan mutu, peningkatan kinerja dan penerapan manajemen risiko yang dilaksanakan secara berkesinambungan, sehingga perlu dilakukan penilaian melalui mekanisme akreditasi. Tujuan penulisan makalah ini adalah untuk mengkaji aspek penting penyelenggaraan akreditasi Puskesmas dalam mendukung implementasi Jaminan Kesehatan Nasional (JKN). Makalah ini merupakan studi kebijakan menggunakan literature review. Informasi diambil dari berbagai sumber terdiri dari kebijakan, pedoman dan hasil penelitian terkait akreditasi Puskesmas. Berdasarkan kajian diketahui bahwa Puskesmas wajib untuk diakreditasi secara berkala paling sedikit tiga tahun sekali, sebagai salah satu syarat fasilitas kesehatan tingkat pertama di JKN. Akreditasi dilakukan melalui tahap survei akreditasi dan penetapan akreditasi. Puskemas melakukan persiapan sebelumnya antara lain menyiapkan dokumen eksternal dan internal, termasuk melakukan studi banding untuk persiapan akreditasi. Persiapan lainnya adalah melakukan pendampingan dan Self Assessment. Pelaksanaan akreditasi di Puskesmas merupakan aspek penting dalam mendukung implementasi JKN sekaligus merupakan upaya meningkatkan kualitas layanan Puskesmas. Rekomendasi bagi Puskesmas untuk dapat melakukan persiapan secara konprehensif sebelum menyelenggarakan penilaian akreditasi. Pelayanan kesehatan yang dilakukan sesuai arah panduan akreditasi secara konsisten dan berkelanjutan, pada akhirnya dapat meningkatkan kualitas pelayanan dan kepuasan pasien secara berkesinambungan. Kata Kunci: Akreditasi, Kredensialing, Mutu, Puskesmas. Abstract Puskesmas have an important role in the implementation of health services in Indonesia. Puskesmas are required to guarantee the quality improvement, performance improvement and implementation of risk management are carried out sustainably, so it needs to be assessed through accreditation mechanism. The purpose of this paper is to review the important aspects of the implementation of Puskesmas accreditation in supporting the implementation of the National Health Insurance (JKN). This is a policy study using literature review. Information taken from various sources consists of policies, guidelines and research results related to Puskesmas accreditation. Based on this study known that Puskesmas are obliged to be accredited periodically at least every three years, requirements as First Level Health Facilities. Accreditation done through several stages such as accreditation survey and accreditation decision. Previously Puskemas do the preparation consist of preparing external and internal documents, including conducting comparative studies for preparation of accreditation. Other preparation are accompaniment and Self Assessment. Implementation of accreditation in Puskesmas are an important aspect in supporting the implementation of JKN as well as an effort to improve the services quality of Puskesmas. Recommendation for Puskesmas to do preparation comprehensively before implementation accreditation assessment. Health services that implementation based on the accreditation guidelines consistently and continuously, finally can improve the quality of service and patient satisfaction on sustainably. Keywords: neonatal, emergency, hospital, referal system

The Impact of Operating Room Detailed Nursing Based on Risk Management on Surgical Patient Satisfaction and Intraoperative Risk Control

2021 ◽  
Vol 7 (5) ◽  
pp. 1605-1612
Author(s):  
Caixia Li ◽  
Yubing Zhang ◽  
Xingliang Yang ◽  
Qibiao Ge
Keyword(s):  
Quality Of Life ◽  
Risk Management ◽  
Patient Satisfaction ◽  
Operating Room ◽  
Statistical Significance ◽  
Control Group ◽  
Observation Group ◽  
Room Nursing ◽  
Nursing Quality

Background The operating room has always been a key clinical inspection high-risk department. The “;Detailed Rules for the Implementation of Evaluation Standards for Tertiary General Hospitals” issued by the Ministry of Health in 2011 emphasized the establishment of operating room quality and safety indicators, which can be evaluated regularly, and continuous improvement is required. The nursing level of nurses in the room is directly related to the overall nursing quality of the hospital. Objective To observe the impact of detailed nursing in operating room based on risk management on surgical patient satisfaction and intraoperative risk control. Methods A retrospective selection of 130 patients who were treated in the operating room of our hospital from January 2018 to March 2020 was retrospectively selected. Among them, 65 patients used conventional operating room nursing procedures, and the other 65 patients used risk management-based operating room detailed nursing procedures. The intraoperative rescue, secondary intubation, incidence of > 3 h in room, nursing error rate, postoperative general situation (recovery time of bowel sounds, first exhaust time, ambulation time, postoperative complication rate) and satisfaction were compared between the two groups. Visual analogue scale (VAS) score was used to evaluate the degree of postoperative pain. Nursing quality score and health survey short form (SF-36) were used to evaluate nursing quality and quality of life. Results: Intraoperative rescue (0.00%), secondary intubation (0.00%), in-room> 3h incidence (1.54%) and nursing error rate (0.00%) in the observation group were compared with those in the control group, which were not statistically significant (P >0.05). The recovery time of bowel sounds in the observation group was (41.71 ±3.46) h, the time to first exhaust (59.47±5.23) h, and the time to get out of bed (54.36±4.78) d were shorter than those in the control group. The postoperative complication rate (3.08%) was lower than that of the control group, which had statistical significance (P<0.05). The VAS scores of the observation group at 6h, 12h, and 24h after surgery were lower than those of the control group, and the satisfaction level of the observation group (93.85%) was higher than that of the control group, which had statistical significance (P<0.05). Observation group’s nursing quality score (nursing skills, environmental management, nursing quality monitoring, disinfection and isolation, nursing document management), quality of life score (physical function, social support, pain, mental health, social function, mood, mental state, general health) All were higher than the control group, which had statistical significance (P<0.05). Conclusion: The application of operation room detail nursing based on risk management in surgery can reduce postoperative pain, promote the recovery of gastrointestinal function, improve patient satisfaction and quality of life, and effectively control intraoperative risks.

scholarly journals Data-Driven Services in Insurance: Potential Evolution and Impact in the Swiss Market

2021 ◽  
Vol 14 (5) ◽  
pp. 227
Author(s):  
Carlo Pugnetti ◽  
Mischa Seitz
Keyword(s):  
Risk Management ◽  
Real Time ◽  
Structural Changes ◽  
Insurance Industry ◽  
Data Driven ◽  
Insurance Companies ◽  
Customer Data ◽  
Improvement Measures

Using real-time customer data holds great potential for the insurance industry. The frequency and relevance of interactions can be improved to provide assistance in real time. Better prevention and risk management can significantly improve pricing and reduce losses. These changes, however, hold the potential for structural changes in the industry. This research aims at understanding the potential path of the development of services in insurance and the challenges faced by insurers. A panel of industry experts provided the industry’s view, which was then compared with the responses of 1542 Swiss retail customers. We find that customers have high trust in insurance companies and are open to purchasing additional services, particularly for prevention and assistance. Insurance companies, however, are currently focusing on cost improvement measures. Customers are open to sourcing services from other providers, suggesting that insurance companies need to evolve their approach to take advantage of the current market window.

Association of Patient Satisfaction with Complaints and Risk Management among Emergency Physicians

2011 ◽  
Vol 41 (4) ◽  
pp. 405-411 ◽  
Author(s):  
Rita K. Cydulka ◽  
Joshua Tamayo-Sarver ◽  
Anita Gage ◽  
Dominic Bagnoli
Keyword(s):  
Risk Management ◽  
Patient Satisfaction ◽  
Emergency Physicians

scholarly journals Influence of continuous quality improvement on patients’ satisfaction within hospitals in Nairobi, Kenya

2019 ◽  
Vol 8 (5) ◽  
pp. 143-155
Author(s):  
Pamleila Nkirote Ntwiga ◽  
Maina Muchara ◽  
Peter Kiriri
Keyword(s):  
Risk Management ◽  
Quality Improvement ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Information Sharing ◽  
Significant Influence ◽  
Continuous Quality Improvement ◽  
Random Sampling ◽  
Patients Satisfaction ◽  
Continuous Quality

The study examined the influence of implementation of continuous quality improvement (CQI) on patient satisfaction in hospitals within Nairobi. Literature from developed countries indicates that the application of continuous quality improvement has a significant influence on customer satisfaction. However, there is limited literature originating from developing countries. This study aimed at understanding the influence of continuous quality improvements such as Innovativeness, Quality Indicators, Information sharing and Risk management on customer (patient) satisfaction. To reinforce the study, theoretical and empirical review on the CQI and customer (patient) satisfaction was conducted from current and classical literature adopting the total quality management theory of profound knowledge, and the expectation confirmation theory. The mixed research design was used to target employees and patients of hospitals within Nairobi, from whom data was collected through a self-administered questionnaire. Simple random sampling was used to select hospital employees while stratified random sampling was used to select the patients. The questions were placed on a five-point Likert scale. The results of this study showed that innovativeness, information sharing, and risk management significantly influenced patients’ satisfaction, while quality indicators had no significant influence on patients’ satisfaction. This study, therefore, concluded that continuous quality improvement positively and significantly predicted patients’ satisfaction within the hospitals in Nairobi. The study findings guided the researcher to recommend among other things, leaders in the healthcare industry to draw customer satisfaction through the CQI application. Achieved through feedback from the patients and utilizing such information to improve the patient experiences. The researcher proposes that future studies be carried to cut across other industries that were not captured.

scholarly journals Evaluation of an Access-Risk-Knowledge (ARK) Platform for Governance of Risk and Change in Complex Socio-Technical Systems

2021 ◽  
Vol 18 (23) ◽  
pp. 12572
Author(s):  
Nick McDonald ◽  
Lucy McKenna ◽  
Rebecca Vining ◽  
Brian Doyle ◽  
Junli Liang ◽  
...  
Keyword(s):  
Risk Management ◽  
System Transformation ◽  
Knowledge Based ◽  
Healthcare Improvement ◽  
Starting Point ◽  
Healthcare Associated ◽  
Usability Feedback ◽  
And Control ◽  
Risk Knowledge

Three key challenges to a whole-system approach to process improvement in health systems are the complexity of socio-technical activity, the capacity to change purposefully, and the consequent capacity to proactively manage and govern the system. The literature on healthcare improvement demonstrates the persistence of these problems. In this project, the Access-Risk-Knowledge (ARK) Platform, which supports the implementation of improvement projects, was deployed across three healthcare organisations to address risk management for the prevention and control of healthcare-associated infections (HCAIs). In each organisation, quality and safety experts initiated an ARK project and participated in a follow-up survey and focus group. The platform was then evaluated against a set of fifteen needs related to complex system transformation. While the results highlighted concerns about the platform’s usability, feedback was generally positive regarding its effectiveness and potential value in supporting HCAI risk management. The ARK Platform addresses the majority of identified needs for system transformation; other needs were validated in the trial or are undergoing development. This trial provided a starting point for a knowledge-based solution to enhance organisational governance and develop shared knowledge through a Community of Practice that will contribute to sustaining and generalising that change.

Improving Communication Skills in Health Care

2013 ◽  
Vol 20 (3) ◽  
pp. 109-117
Author(s):  
Lynda Katz Wilner ◽  
Marjorie Feinstein-Whittaker
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Communication Skills ◽  
Health Care Professionals ◽  
Skills Training ◽  
International Medical Graduate ◽  
Medical Graduate ◽  
Health Care Environment ◽  
Medical Interpreters ◽  
Accent Modification

Hospital reimbursements are linked to patient satisfaction surveys, which are directly related to interpersonal communication between provider and patient. In today’s health care environment, interactions are challenged by diversity — Limited English proficient (LEP) patients, medical interpreters, International Medical Graduate (IMG) physicians, nurses, and support staff. Accent modification training for health care professionals can improve patient satisfaction and reduce adverse events. Surveys were conducted with medical interpreters and trainers of medical interpreting programs to determine the existence and support for communication skills training, particularly accent modification, for interpreters and non-native English speaking medical professionals. Results of preliminary surveys suggest the need for these comprehensive services. 60.8% believed a heavy accent, poor diction, or a different dialect contributed to medical errors or miscommunication by a moderate to significant degree. Communication programs should also include cultural competency training to optimize patient care outcomes. Examples of strategies for training are included.

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