Exploring the nonlinear impact of critical incidents on users’ satisfaction with healthcare services

2019 ◽  
Vol 32 (3) ◽  
pp. 621-634 ◽  
Author(s):  
Gerson Tontini ◽  
Elaine Vaz ◽  
Evelásio Vieira Neto ◽  
Julio Cesar Lopes de Souza ◽  
Leonardo Anésio da Silva ◽  
...  
Keyword(s):  
Critical Incidents ◽  
Healthcare Services ◽  
Three Dimensions ◽  
Content Type ◽  
General Evaluation ◽  
Health Performance ◽  
Contrast Analysis ◽  
Input Variables ◽  
The City ◽  
Satisfaction With Healthcare Services

Purpose The purpose of this paper is to evaluate the nonlinear impact of users’ memories on their general evaluation of outpatient healthcare services by the integration of two methodologies: critical incidents technique (CIT) and penalty-reward contrast analysis (PRCA). Design/methodology/approach The authors carried out a survey with 356 respondents, users of seven outpatient clinics located in the city of Blumenau/SC, Brazil, during 2016. The participants were asked about their perceptions of positive and negative aspects of the service; and, using CIT, the answers were categorized according to the following dimensions: empathy, communication, facilities, access, promptness, medicines availability, complementary services, safety/confidentiality and service performance. Then, the authors evaluated the nonlinear impact of critical incidents on users’ general evaluation of the service using the identified incidents as input variables in a PRCA. Findings The findings show that users of healthcare services tend to remember emotion and health aspects positively, while technical and formal aspects tend to be more negatively than positively remembered. On the other hand, PRCA identifies that incidents of three dimensions positively influence the overall perception of the service (empathy, complementary services and privacy) and five negatively (empathy, facilities, speed, drugs/pharmacy and health performance), explaining 26.3 percent of the variation in clients’ general satisfaction. Originality/value The present paper explores the integration of two methodologies, showing how we can use open listening to healthcare service users to identify the nonlinear impact of different incidents on their general evaluation of the service. The results show that what customers remember does not necessarily influence overall customer satisfaction. The present approach allows companies to improve the process of listening to customers. There are no other papers exploring this approach, particularly in relation to healthcare services.

Application of a hybrid selective inventory control technique in a hospital: a precursor for inventory reduction through lean thinking

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anand Gurumurthy ◽  
Vinoth Kumar Nair ◽  
S. Vinodh
Keyword(s):  
Inventory Control ◽  
Cost Savings ◽  
Healthcare Services ◽  
Inventory Systems ◽  
Three Dimensions ◽  
Control Technique ◽  
Lean Thinking ◽  
Deep Dive ◽  
Content Type ◽  
Medical Supplies

PurposeThe cost of providing healthcare is spiralling up in recent times. On the one hand, patients expect the highest quality of service, while on the other hand, the managers of the healthcare services want to minimise the total operating expenses. Hence, healthcare organisations implement lean thinking (LT) to achieve these twin objectives. LT reduces the eight wastes that are prevalent in the healthcare processes and functions. In particular, if the wasteful inventories related to expensive medical supplies are reduced, the resulting cost savings can help in providing affordable and accessible healthcare.Design/methodology/approachHence, in this paper, a case study of a hospital is presented where LT is implemented. One of the projects was related to inventory reduction in the store of the catheterisation laboratory (cath lab). A hybrid methodology called multi-unit selective inventory control (MUSIC) that combined these three dimensions (3D), namely, consumption value, criticality and lead time or ease of availability was used to classify the medical supplies into different categories.FindingsBased on the results obtained, various inventory systems and the associated tools and techniques of LT were proposed. For example, a deep dive into the A-class items revealed that some of the medical supplies fell under both vital and scarce categories. Hence, it was recommended that the case hospital should follow the economic order quantity (EOQ) with safety stock approach as these items were to be shipped from other states in India. Subsequently, the focus should be on developing a local supplier and attempts should be made to establish a kanban system with adequate information sharing.Practical implicationsThis study demonstrates the step-by-step methodology of MUSIC-3D which would guide the procurement managers to apply the same in their organisation. It also helps them in identifying appropriate elements of LT for inventory reduction before the actual deployment.Originality/valueNone of the papers has utilised the MUSIC-3D methodology as a precursor for inventory reduction, specifically within the domain of LT. Similarly, identifying and proposing different type of inventory systems and various LT practices based on this unique method is a novel attempt.

Age-friendly communities for older persons with intellectual disabilities

2019 ◽  
Vol 20 (4) ◽  
pp. 206-218 ◽  
Author(s):  
Caley Miskimmin ◽  
Shahin Shooshtari ◽  
Verena Menec ◽  
Karen A. Duncan ◽  
Toby Martin ◽  
...  
Keyword(s):  
Intellectual Disabilities ◽  
Social Participation ◽  
Older Persons ◽  
Social Inclusion ◽  
Community Support ◽  
Healthcare Services ◽  
Active Aging ◽  
Content Type ◽  
Aging Persons ◽  
The City

Purpose The life expectancy for persons with intellectual disabilities (ID) has increased significantly, resulting in an increasing number of aging persons with ID. To promote healthy and active aging of persons with ID, discussions on new initiatives to design age-friendly communities have begun at local and international levels. The purpose of this paper, a qualitative research study, is to identify features of an age-friendly community, and facilitators and barriers from the perspectives of older adults with mild ID and their caregivers who live in the city of Winnipeg in Canada. Design/methodology/approach Seven older persons with mild ID were interviewed, and 15 caregivers participated in focus group discussions. All participants were asked questions about features of community living and their experiences in eight broad topic areas (i.e. transportation, housing, social participation, respect and social inclusion, opportunities for community involvement, communication and information, community support and healthcare services, and outdoor spaces and buildings). Findings The results indicated that many of the current features of the city of Winnipeg do not adequately address the needs of aging persons with ID; specifically, participants revealed that issues related to accessibility, social participation, social disrespect and inclusion, and lack of resources were important barriers to independence. Originality/value The findings will increase awareness of the needs of aging persons with ID and inform programme planning, service delivery, coordination of community-based services and policies to support healthy and active aging for this vulnerable population.

Corporate social responsibility image and emotions for the competitiveness of tourism destinations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Paula Rodrigues ◽  
Ana Pinto Borges ◽  
Elvira Pacheco Vieira
Keyword(s):  
Factor Analysis ◽  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Structural Equation ◽  
Three Dimensions ◽  
Tourism Destination ◽  
Content Type ◽  
Tourism Destinations ◽  
Corporate Social ◽  
The City

Purpose The purpose of this paper is to evaluate the perception of tourists in relation to corporate social responsibility (CSR) practices in the city of Porto as a tourism destination in three main domains as follows: community, environment and customer’s perception on the effect of the creation of corporate social responsibility image (CSRI) and if this produces a direct effect in brand love (BL). At the same time, it evaluates the effect of tourist engagement in the BL destination. Design/methodology/approach A sample of 958 complete answers that were collected through a questionnaire, which was administered to tourists in the city of Porto is used. The exploratory factor analysis, the confirmatory factor analysis and the structural equation modelling are appliedto analyze the data. Findings Empirical results indicate that the city of Porto should invest to increase the CSR activities to develop a positive CSRI in the tourist’s perceptions, thus reinforcing their emotions and engagement. The feelings of BL and brand engagement (BE) are sensations characterized by a strong character that can increase the competitiveness of a tourism destination with favourable and unique associations. Practical implications This is the first time that this evaluation has been carried out for the city of Porto, providing useful information to design the destination’s brand identity so as to differentiate it from other competing destinations. Originality/value This research aims to fulfil the aforesaid gaps related to the effect of the three dimensions of CSR in the consumer perceptions of CSRI applied to tourism destinations and use the BE and the consumer perception of CSRI to establish a positive relationship, as a BL, with a city destination.

An empirical examination of firm financial performance along dimensions of supply chain resilience

2017 ◽  
Vol 40 (3) ◽  
pp. 254-269 ◽  
Author(s):  
Xun Li ◽  
Qun Wu ◽  
Clyde W. Holsapple ◽  
Thomas Goldsby
Keyword(s):  
Supply Chain ◽  
Financial Performance ◽  
Three Dimensions ◽  
Empirical Examination ◽  
Content Type ◽  
Supply Chain Resilience ◽  
Critical Dimensions ◽  
Firm Financial Performance ◽  
Supply Chain Agility ◽  
The Impact

Purpose This paper aims to investigate the impact of three critical dimensions of supply chain resilience, supply chain preparedness, supply chain alertness and supply chain agility, all aimed at increasing a firm’s financial outcomes. In a turbulent environment, firms require resilience in their supply chains to prepare for potential changes, detect changes and respond to actual changes, thus providing superior value. Design/methodology/approach Using survey data from 77 firms, this study develops scales for preparedness, alertness and agility. It then tests their hypothesized relationships with a firm’s financial performance. Findings The results reveal that the three dimensions of supply chain resilience (i.e. preparedness, alertness and agility) significantly impact a firm’s financial performance. It is also found that supply chain preparedness, as a proactive resilience capability, has a greater influence on a firm’s financial performance than the reactive capabilities including alertness and agility, suggesting that firms should pay more attention to proactive approaches for building supply chain resilience. Originality/value First, this study develops a comparatively comprehensive definition for supply chain resilience and explores its dimensionality. Second, this study provides empirically validated instruments for the dimensions of supply chain resilience. Third, this study is one of the first to provide empirical evidence for direct impact of supply chain resilience dimensions on a firm’s financial performance.

Toward A Framework for Assessing the Fair Distribution of Space in Urban Streets

2021 ◽  
pp. 036119812199519
Author(s):  
Gabriel Lefebvre-Ropars ◽  
Catherine Morency ◽  
Paula Negron-Poblete
Keyword(s):  
Green Infrastructure ◽  
Supply And Demand ◽  
Active Transportation ◽  
Three Dimensions ◽  
Urban Context ◽  
Urban Streets ◽  
Street Space ◽  
The World ◽  
Fair Distribution ◽  
The City

The increasing popularity of street redesigns highlights the intense competition for street space between their different users. More and more cities around the world mention in their planning documents their intention to rebalance streets in favor of active transportation, transit, and green infrastructure. However, few efforts have managed to formalize quantifiable measurements of the balance between the different users and usages of the street. This paper proposes a method to assess the balance between the three fundamental dimensions of the street—the link, the place, and the environment—as well as a method to assess the adequation between supply and demand for the link dimension at the corridor level. A series of open and government georeferenced datasets were integrated to determine the detailed allocation of street space for 11 boroughs of the city of Montréal, Canada. Travel survey data from the 2013 Origine-Destination survey was used to model different demand profiles on these streets. The three dimensions of the street were found to be most unbalanced in the central boroughs of the city, which are also the most dense and touristic neighborhoods. A discrepancy between supply and demand for transit users and cyclists was also observed across the study area. This highlights the potential of using a distributive justice framework to approach the question of the fair distribution of street space in an urban context.

scholarly journals A City Too Busy to Remember? Aging, Structural Violence, and the Politics of Forgetting in Atlanta’s Gentrification

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 393-393
Author(s):  
John Pothen ◽  
Keland Yip ◽  
Ellen Idler
Keyword(s):  
Older Adults ◽  
Structural Violence ◽  
Aging In Place ◽  
Healthcare Services ◽  
The Past ◽  
Critical Theories ◽  
Property Owners ◽  
Ongoing Development ◽  
The City ◽  
Depth Interviews

Abstract Can forgotten stories from the past inform a city’s future? As older adults continue to live longer and comprise more of the population than ever before, the suitability of gentrifying spaces for older adults aging in place is increasingly important. Critical theories of gentrification argue that remembering the experiences of older adults in this context - experiences of suffering, resilience, and structural violence - is essential to promote changes in support aging in place. In this study, we tell a story of individual experiences, structural violence, and aging in the ongoing gentrification of one neighborhood in southwest Atlanta. We construct this narrative through a qualitative analysis of 1,500 local newspaper articles from 1950 to the present day and 10 in-depth interviews with ex-residents of the neighborhood aged 65-87. Drawing on the theory of planetary rent gaps, we frame gentrification as a class struggle between property-owners and working class residents. We highlight the city government’s role as a facilitator for property-owners through projects including the Model City initiative, preparation for the 1996 Olympics, and ongoing development surrounding the Atlanta BeltLine. We show how these projects have affected the prospects for aging in place in general and, specifically, by affecting access to healthcare services. We share this story in an effort to combat the politics of forgetting and to inform a richer, more inclusive, and more equitable future for gentrifying spaces.

A biomimetic 3D airflow sensor made of an array of two piezoelectric metal-core fibers

Sensor Review ◽  
2017 ◽  
Vol 37 (3) ◽  
pp. 312-321 ◽  
Author(s):  
Yixiang Bian ◽  
Can He ◽  
Kaixuan Sun ◽  
Longchao Dai ◽  
Hui Shen ◽  
...  
Keyword(s):  
Design Methodology ◽  
Spherical Surface ◽  
Three Dimensional ◽  
Three Dimensions ◽  
Piezoceramic Cylinder ◽  
Metal Core ◽  
Content Type ◽  
3D Space ◽  
Highly Sensitive ◽  
Airflow Sensor

Purpose The purpose of this paper is to design and fabricate a three-dimensional (3D) bionic airflow sensing array made of two multi-electrode piezoelectric metal-core fibers (MPMFs), inspired by the structure of a cricket’s highly sensitive airflow receptor (consisting of two cerci). Design/methodology/approach A metal core was positioned at the center of an MPMF and surrounded by a hollow piezoceramic cylinder. Four thin metal films were spray-coated symmetrically on the surface of the fiber that could be used as two pairs of sensor electrodes. Findings In 3D space, four output signals of the two MPMFs arrays can form three “8”-shaped spheres. Similarly, the sensing signals for the same airflow are located on a spherical surface. Originality/value Two MPMF arrays are sufficient to detect the speed and direction of airflow in all three dimensions.

scholarly journals Interventions to reduce sickness absence among healthcare workers: a systematic review

2019 ◽  
Vol 8 (2) ◽  
pp. 147-162
Author(s):  
Laura Simmons ◽  
Arwel W. Jones ◽  
Niro Siriwardena ◽  
Christopher Bridle
Keyword(s):  
Systematic Review ◽  
Influenza Vaccination ◽  
Sickness Absence ◽  
Healthcare Workers ◽  
Healthcare Services ◽  
Primary Outcome Measure ◽  
Healthcare Sector ◽  
Intervention Programme ◽  
Content Type ◽  
Multicomponent Intervention

Purpose Sickness absence is a major concern for healthcare services and their employees with healthcare workers having higher sickness absence rates compared to the general population. The purpose of this paper is to systematically review randomised control trials (RCTs) that aimed to reduce sickness absence among healthcare workers. Design/methodology/approach A systematic review was conducted that aimed to include RCTs with study participants who were employed in any part of the healthcare sector. This review included any type of intervention with the primary outcome measure being sickness absence. Findings Seven studies were included in the review and consisted of one exercise-only intervention, three multicomponent intervention programmes, two influenza vaccination interventions and one process consultation. Three studies (exercise-only, one multicomponent intervention programme and one influenza vaccination intervention) were able to demonstrate a reduction in sickness absence compared to control. Research limitations/implications Due to the lack of high-quality evidence, this review identified that there are currently no interventions that healthcare organisations are able to use to effectively reduce sickness absence among their employees. This review also highlights the importance of a standardised measure of sickness absence for healthcare staff, such as shifts. Originality/value To the authors’ knowledge, this is the first systematic review to synthesise such evidence among healthcare workers.

Mitigation of road traffic crash hazard in Pakistan

2014 ◽  
Vol 23 (5) ◽  
pp. 567-585
Author(s):  
Muhammad Masood Rafi ◽  
Ashar Hashmat Lodi ◽  
Muhammad Arsalan Effendi
Keyword(s):  
Road Traffic ◽  
Evaluation Model ◽  
Road Traffic Crash ◽  
Potential Hazard ◽  
Suggested Model ◽  
Male Population ◽  
Content Type ◽  
The Road ◽  
On The Road ◽  
The City

Purpose – Road traffic crashes (RTCs) result in creating significant social and economic hazard for affectees, their families and society. The purpose of this paper is to present studies which were conducted to study the patterns of RTCs in Karachi which is a metropolitan city of Pakistan. The studies were conducted on one of the busiest roads in the city named as Shara-e-Faisal. The influence and contribution of different factors in RTCs has been studied and hazardous road sections of Shara-e-Faisal have been identified. Based on the data analysis, an evaluation model has been suggested to reduce the hazard of RTCs on Shara-e-Faisal. The objective of the presented studies is to increase the present level of safety of road travel by reducing crashes on Shara-e-Faisal. Design/methodology/approach – Existing data of RTCs in Karachi have been analysed for the presented studies. For this purpose, Shara-e-Faisal was divided in sections of 1 km length to study the vehicle crash pattern. Location surveys were conducted to record physical conditions of this road. A cluster analysis was carried out to identify hazardous sections of the road. An evaluation model has been suggested in the end to reduce the hazard of RTCs by identifying hazardous road sections of Shara-e-Faisal. Findings – The analysis of the data revealed that the crashes were higher over weekend and on Monday. Male population, particularly young people, and motorcycle riders were the largest affectees of RTCs. In general, more daytime crashes were recorded as compared to nighttime crashes. The crashes in the mid block of the road and those involving rear-end collisions were higher. The hazardous road locations were related to poor road conditions. Statistical analysis indicated that alternate routes were required to reduce the RTC hazard on Shara-e-Faisal. Research limitations/implications – The paper is a small, but an original, contribution to identify a potential hazard which is faced by the community in the city. This is the first attempt (to the best of authors’ knowledge) to address the issue of RTCs in Karachi from an engineering view point. Practical implications – The suggested model can be employed by the authorities as a guideline to mitigate the hazard of road crashes in the country. Originality/value – The paper provides valuable information on the road traffic incidents, their pattern and contributing factors in one of the largest metropolis of Pakistan. The suggested model can become helpful in reducing RTCs in Pakistan.

Social urbanism: public policy and place brand

2019 ◽  
Vol 12 (3) ◽  
pp. 326-337 ◽  
Author(s):  
Caroline Doyle
Keyword(s):  
Public Policy ◽  
Social Problem ◽  
Local Governments ◽  
Structured Interviews ◽  
Content Type ◽  
Study Approach ◽  
Local Stakeholders ◽  
Place Brand ◽  
The City

PurposeThis paper aims to focus on how a public policy designed to address a social problem ultimately became the place brand.Design/methodology/approachThis paper uses a qualitative case study approach focusing on the city of Medellín, Colombia. It draws from fieldwork conducted in Medellín over 2014 and 2015, including semi-structured interviews with an array of local stakeholders.FindingsThe paper concludes that local governments should be aware that the policymaking process can become part of their branding. It also shows the importance of the continual involvement of stakeholders in the place brand process to ensure it is a sustainable brand.Originality/valueThere are limited studies which focus on how a public policy designed to address a social problem ultimately becomes the place brand. This paper shows how a public policy, social urbanism, became the branding of Medellín.

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