A holistic framework for patient experience: 5P model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayse Bengi Ozcelik ◽  
Kaan Varnali ◽  
Sebnem Burnaz
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Holistic Approach ◽  
Structured Interview ◽  
Research Approach ◽  
Care Providers ◽  
Content Type ◽  
Critical Dimensions

Purpose Hospitals have become competitive organizations striving to serve the needs of empowered consumers seeking positive experiences. As a result, the patient experience turns into a critical driver of performance for hospitals. Accordingly, the question “what are the critical dimensions for creating a well-designed patient experience?” has been drawing increasing attention from the industry and academia alike. This paper aims to contribute to the understanding of patient experience by using multiple source data obtained from experts and patients. Design/methodology/approach This study uses a qualitative research approach to examine the perspectives of both health-care experts and patients about the experience. A semi-structured interview series is conducted with health-care professionals, academicians, researchers, physicians and patients. Findings The results suggest a novel framework for the patient experience including five critical dimensions as follows: provider, physician, patient, personnel and periphery. This framework, 5Ps of patient experience, provides a holistic picture, which integrates the perspectives of patients, health-care providers and experts including scholars and researchers. Practical implications The 5P framework can be used by health-care professionals to better understand the driving factors of patient experience and to create a strategy to improve patient satisfaction. Originality/value To the best of the authors’ knowledge, the present study is the first qualitative study, which provides a holistic approach to patient experience independent from the branch and considers the perspectives of both health-care experts and patients.

scholarly journals Seven year overview (2007—2013) of ethical transgressions by registered healthcare professionals in South Africa

2016 ◽  
Vol 21 ◽  
pp. 46-53
Author(s):  
Nico Nortje ◽  
Willem Hoffmann
Keyword(s):  
South Africa ◽  
Health Care ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Primary Objective ◽  
Regulatory Body ◽  
Research Approach ◽  
Business Practices ◽  
Care Providers ◽  
Dental Practitioners

A move has taken place internationally in the delivery and “consumption” of health care where if clients and patients (health care consumers) hold the opinion that the health care professionals/providers' behaviour has had a negative effect, impact or outcome on them, they may lodge a complaint with the relevant health professional regulatory body. Ethical transgressions of health care providers can generally be clustered into the following three categories: a) Competence and conduct with clients (e.g. abandonment, sexual intimacies, dishonesty, disclosure of information); b) Business practices (e.g. billing, reports, documentation); and c) Professional practice (e.g. referral upon termination, obtaining appropriate potential employment opportunities, nonprofessional relationships).The primary objective of this study was to analyse the ethical transgressions of registered members of the twelve professional boards in the Health Professions Council of South Africa (HPCSA) in the period 2007 to 2013. A mixed methods approach was followed in this study which specifically focused on a historical research approach. The results indicate that the boards with the highest number of transgressions per the registered practitioners were firstly the Medical and Dental practitioners, closely followed by the Optometry and Dispensing Opticians Board. The predominantly complaint made against members of both these boards was for fraudulent conduct (collectively totalling to 85% of all fraudulent cases during the period) and included actions such as charging for non-rendered services, issuing false statements and submitting fraudulent medical aid claims. Cognisance needs to be taken that the South African public will increasingly demand better services and that since they are being better informed via the media of their rights and have access to a broader database of knowledge (rightly or wrongly so the internet) practitioners' opinions will not necessarily be accepted outright and that they (the public) will challenge it accordingly. This raises the concern that practitioners need to take on the responsibility to communicate with their patients/clients in order to educate them and keep them informed. 

scholarly journals Compassionate and Respectful Care From Clients’ Perspectives in Wollega Zones Hospitals, Wollega, West Ethiopia

2021 ◽  
Author(s):  
Jote Markos Cafo ◽  
Tariku Tesfaye Bekuma ◽  
Tahir Hasen ◽  
Worku Dechasa Yeyi
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Educational Status ◽  
Structured Interview ◽  
Mitigation Measures ◽  
Lower Grade ◽  
Disrespect And Abuse ◽  
Care Providers ◽  
Respectful Care

Abstract Introduction : Compassion is a deep awareness of the suffering of another coupled with the wish and action to relieve it. Respecting the patient’s right to self-determination—that is, supporting decisions that reflect the patient’s personal beliefs, values, and interest’s problems. compassionate, respectful and caring (CRC) health workforce initiative in this plan intends to address the concern of Disrespect and Abuse for clients, including laboring mothers. Objective Aim of the study is to assess the provision of compassionate, respectful and caring health care services among health care providers based on client’s perspective. Methods and materials: Hospital-based cross-sectional study was conducted from December 1-25, 2020. A semi-structured interview administered questionnaire was used to collect data from 351 participants. Epi-Data version and Stata version 14.0 were used for data entry and data analysis, respectively. Bivariable and multivariable logistic regression model was fitted to identify the factors associated with compassionate and respectful care from clinical and non-clinical staff of the selected Hospitals. The Adjusted odds ratio with 95% confidence interval and p-value less than 0.06 were used to declare the strength and association of the factors. Results of health care providers were reflected by their being patient while providing care. Clients who were from the poor socio status category were 3.70 times to report getting non compassionate and respectful care from the health care professionals than the clients who are at a better position of wealth status [AOR=3.70(95%CI; 1.27,10.81)]. Similarly, clients with lower grade educational status did not receive compassionate and respectful care when compared to patients with higher educational status [AOR=0.32(95%CI;0.10, 0.99)]. Conclusion Compassionate and respectful care provided to the patients from health care providers in the selected Hospitals of Western Oromia, Ethiopia was high. However, compassionate and respectful care or services rendered from non-clinician staff was low which suggests that immediate actions are necessary to address compassionate and respectful care at hospitals, and hospital management should adopt mitigation measures and should include non-clinician staff during training on CRC or related topics.

What Lies Within: Phenomenology and Intuitive Self-Knowledge

2014 ◽  
Vol 20 (1) ◽  
pp. 21-29 ◽  
Author(s):  
Lisa A. Ruth-Sahd
Keyword(s):  
Health Care ◽  
Patient Outcomes ◽  
Health Care Providers ◽  
Holistic Approach ◽  
Evidence Based ◽  
Care Providers ◽  
Content Type ◽  
Self Knowledge ◽  
Clinical Reasoning Skills ◽  
Advance Knowledge

This article discusses the significance of intuitiveness as a component of phenomenological knowing and demonstrates how this way of knowing may exist independently of or coexist collaboratively with rationality and evidence-based practice. By using a holistic approach to knowing, nurses use clinical reasoning skills to prevent adverse patient outcomes from failure to diagnose problems, to establish appropriate treatments, and/or to deal with complications. As the complexity of health care escalates, health care providers must strive to think holistically to advance knowledge and contribute to their discipline. The discipline of nursing requires holistic thought and innovative interventions.“What lies behind us and what lies before us are tiny matters compared to what lies within us.”—Ralph Waldo Emerson

Prenatal Nutrition in Team-Based Care: Current Practices and Opportunities for Optimization of Care

2019 ◽  
Vol 80 (3) ◽  
pp. 96-103
Author(s):  
Martina Town ◽  
Olga Smoliak ◽  
Paula Brauer ◽  
Laura Forbes
Keyword(s):  
Health Care ◽  
Focus Groups ◽  
Nutrition Education ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Structured Interview ◽  
Shared Vision ◽  
Care Providers ◽  
Prenatal Nutrition ◽  
Nutrition Care

Purpose: To describe prenatal nutrition care currently delivered by Family Health Teams (FHTs) and Community Health Centres (CHCs) in Ontario, from the perspectives of health care providers, and to identify opportunities for improving care. Methods: Ten 1-hour, interdisciplinary focus groups were conducted in FHTs and CHCs, involving a total of 73 health care providers. Focus groups ranged in size from 3 to 11 team members, and at least 3 different professions participated in each group. The shared perspectives and experiences on prenatal nutrition care were collected using a semi-structured interview guide and analyzed using thematic analysis. Results: Limited time was spent on prenatal nutrition education and counselling. Two themes emerged describing gaps in care: (i) providing care in “borderline” high-risk pregnancies (i.e., impaired glucose tolerance) and (ii) providing care around gestational weight gain. Providers envisioned improving services offered by increasing preventative care, empowering providers to provide more nutrition care, facilitating patient self-care, and building a 1-stop shop “medical home”. Conclusions: This study’s findings can guide strategies to mobilize current nutritional knowledge into routine prenatal care, and the shared vision for improvement will inform the routes for new practice that are supported by health care professionals.

How does telehealth shape new ways of co-creating value?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Agnė Gadeikienė ◽  
Asta Pundzienė ◽  
Aistė Dovalienė
Keyword(s):  
Health Care ◽  
Research Design ◽  
Health Care Providers ◽  
Health Care Systems ◽  
Structured Interview ◽  
Added Value ◽  
Insurance Companies ◽  
Comparative Approach ◽  
Care Providers ◽  
Content Type

Purpose The rise of telehealth is evident worldwide, especially now with the COVID-19 pandemic situation, and is providing extensive opportunities for health-care organisations to create added value for different stakeholders. However, even in this extreme situation, the progress of telehealth is quite slow and insufficient. In this context, it is necessary to consider how the application of telehealth services allows co-creating additional value for different stakeholders. Consequently, the purpose of this paper is to explore telehealth services and the added value that they co-create for various stakeholders across publicly and privately oriented health-care ecosystems. Design/methodology/approach This paper adopted a qualitative research design based on an explorative and comparative approach to study the perceived added value that is co-created during telehealth encounters. The authors deployed a semi-structured interview research design. Interviews were carried out in two settings that have different health-care systems: Lithuania (publicly oriented health care) and the California Bay Area, USA, (privately oriented health care). The research covers telehealth services from the point of view of different stakeholders in the health-care ecosystem. Findings The paper emphasises that value-in-use is essential in the case of telehealth; however, value-in-exchange is relevant to describe the relationships between public and private insurers and health-care providers. The findings point out that despite the type of health-care system, telehealth added value-in-use was perceived quite similar in both research settings, and differences could be distinguished mainly at the sub-dimensional level. The added value-in-use for patients comprises economic, functional and emotional value; physicians potentially get functional added value-in-use. The authors also highlight that patients and physicians get relational functional and social value-in-use. The added value-in-use for health-care providers consists of economic (in both research settings) and functional value (in Lithuania). The research findings show that there is still an evident lack of health insurance companies ready to recognise telehealth as a valuable service and to reimburse similarly to in cases of in-person visits. Thus, the added value-in-exchange is hardly created and this impedes co-creation of the added value-in-use. Originality/value This paper contributes to the field mainly by transferring the business research applied concept of value co-creation into the social-purpose driven health-care industry. The findings are beneficial for the health-care management stream of the literature, which considers health care as a value-based industry. To the best of the authors’ knowledge, this is the first attempt to structure the perceived telehealth added value from the perspectives of different stakeholders and two different health-care ecosystems. This paper also gives a clearer understanding of the role of the value-in-exchange in such complex ecosystems as health care and gives reasons when it could be created in synergy with co-creation of the value-in-use. In this sense, the findings are beneficial from both marketing and innovation theoretical perspectives, as they give a special attention to value creation and co-creation phenomena analysis.

scholarly journals Awareness Regarding Patient Rights among Hospitalized Patients in a Hospital of Rupandehi

2019 ◽  
Vol 7 (1) ◽  
pp. 51-54
Author(s):  
Saraj Gurung ◽  
Ritika Sapkota
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Structured Interview ◽  
Patient Rights ◽  
Hospitalized Patients ◽  
Care Practice ◽  
Care Providers ◽  
Patients Rights ◽  
High Knowledge

INTRODUCTION: Patients' rights is recently introduced term in health sciences literature and practice and has become an important part of modern health care practice. Patients now are much more aware of what they expect from health care professionals, when they enter the health care environment. The aim of the study was to find out the knowledge regarding patient rights among hospitalized patients. MATERIAL AND METHODS: Descriptive study was conducted to find out the knowledge regarding patients' rights among hospitalized patients. Seventy two respondents were selected by using convenience sampling technique. Semi-structured interview schedule was used to collect the data and collected data were analyzed by using descriptive statistics with Statistical Package for Social Science software (SPSS) version 20. RESULTS: The findings of the study revealed that 59.72% of the respondents had high knowledge regarding patient rights. Cent percent of the respondents had knowledge that being treated with respect, equitable treatment, decide to participate in human experiment are patient rights. Ninety three percent, 92% and 31.90% respondents had knowledge that right to informed consent, right to confidentiality, right to privacy and right to leave against medical advice are patients' rights respectively. CONCLUSION: Based on the findings of the study, it is concluded that nearly three fourth of the respondents have high knowledge regarding patients' rights. It is recommended that management of hospital should conduct orientation program regarding human rights to health care providers to deliver health care in human right aspect. 

“I am not the person I used to be”: Perceptions and experiences of menopausal women living in Karachi, Pakistan

2021 ◽  
pp. 205336912110600
Author(s):  
Nargis Asad ◽  
Rozina Somani ◽  
Nausheen Peerwani ◽  
Shahina Pirani ◽  
Nadeem Zuberi ◽  
...  
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Structured Interview ◽  
Health Care Facilities ◽  
Care Providers ◽  
Cultural Perspective ◽  
Clinical Practices ◽  
Care Needs ◽  
Menopausal Women

Objective The study aims to explore the perceptions and experiences of menopausal women living in Karachi, Pakistan. Study design Using qualitative exploratory design, in-depth interviews were conducted with eleven women, aged 35–55 years. The data was collected through face-to-face interviews using semi structured interview guide. Creswell frame work for content analysis was used to analyze the data. Main outcome measures Perceptions and experiences of menopause women living in Karachi, Pakistan. Results Women described positive and negative experiences of menopause, though predominantly negative intensified by mental distress, lack of support from intimate partner, and misperceptions about menopause. A majority of the women emphasized the need for educating their husbands regarding menopausal changes. In clinical practices, health care professionals should screen the women for menopause challenges when they visit health care facilities and offer education regarding self-care and management to achieve better quality of life and positive coping. Conclusions We conducted a preliminary study on women’s perceptions and experiences of menopause in the context of Pakistan. Our study offers significant findings from an Asian cultural perspective, in which norms are predominantly patriarchal and male dominated. The study provides useful guidelines for health care providers to better address health care needs of menopausal women.

Schools and adolescent mental health: education providers or health care providers?

2014 ◽  
Vol 13 (1) ◽  
pp. 20-24 ◽  
Author(s):  
Liza Hopkins
Keyword(s):  
Mental Health ◽  
Health Care ◽  
Mental Illness ◽  
Health Care Providers ◽  
Public Discourse ◽  
Small Sample Size ◽  
Small Sample ◽  
Research Approach ◽  
Care Providers ◽  
Content Type

Purpose – The issue of mental health amongst students in the senior years of secondary schooling is one which has recently gained traction in mainstream media and public discourse across Australia. The purpose of this paper is to uncover the ways in which schools and other education providers are responding to mental health issues amongst their students both proactively (for prevention) and reactively (for referral and treatment). Design/methodology/approach – The project took a qualitative research approach to gathering data from student support staff based in schools and out-of-school learning settings, through a focus group methodology. Findings – The project found that despite policy rhetoric and research evidence supporting pro-active, curriculum integrated, early intervention to prevent and avoid mental illness and mental distress amongst secondary school students, most schools still take a reactive, piecemeal approach to prevention of mental illness and provision of mental health care. Individual schools and learning providers are responding to issues in a variety of ways, along a continuum of care. Research limitations/implications – The project had a small sample size and restricted geographic area. The divergence in findings between staff from schools in this area and staff from other education providers suggests much more work needs to be done in establishing the implications of bureaucratic sector and school governance on health and wellbeing outcomes. Originality/value – This paper begins to explore an under-researched area of school and other education provider responses to rising concern about student mental health.

Benefits, Challenges, and Social Impact of Health Care Providers’ Adoption of Social Media

2021 ◽  
pp. 089443932110257
Author(s):  
Md Irfanuzzaman Khan ◽  
Jennifer (M.I.) Loh
Keyword(s):  
Health Care ◽  
Social Media ◽  
Health Promotion ◽  
Health Care Providers ◽  
Health Care Professionals ◽  
Community Support ◽  
Care Providers ◽  
Australian Health ◽  
Actual Use ◽  
Use Of Social Media

With the advent of telecommunication technologies and social media, many health care professionals are using social media to communicate with their patients and to promote health. However, the literature reveals a lacuna in our understanding of health care professionals’ perception of their behavioral intentions to use innovations. Using the Unified Technology Acceptance Framework (unified theory of acceptance and use of technology), in-depth interviews were conducted with 16 Australian health care experts to uncover their intent and actual use of social media in their medical practices. Results revealed that social media tools offered five significant benefits such as (i) enhanced communication between health care professionals and their patients, (ii) community support, (iii) enabled e-learning, (iv) enhanced professional network, and (v) expedited health promotion. However, result also revealed barriers to social media usage including (i) inefficiency, (ii) privacy concerns, (iii) poor quality of information, (iv) lack of trust, and (v) blurred professional boundary. Peer influence and supporting conditions were also found to be determinants of social media adoption behaviors among health care professionals. This study has important implications for health care providers, patients, and policy makers on the responsible use of social media, health promotion, and health communication. This research is also among the very few studies that explore Australian health care professionals’ intent and actual use of innovations within a health care setting.

Commentary on “Diabetes and people with learning disabilities: issues for policy, practice and education”

2020 ◽  
Vol 25 (1) ◽  
pp. 35-39 ◽  
Author(s):  
Brianne Redquest ◽  
Yona Lunsky
Keyword(s):  
Health Care ◽  
Learning Disabilities ◽  
Health Care Providers ◽  
Diabetes Care ◽  
Future Research ◽  
Care Providers ◽  
Family Carers ◽  
Content Type ◽  
Policy Practice

Purpose There has been an increase in research exploring the area of intellectual and developmental disabilities (IDD) and diabetes. Despite being described as instrumental to diabetes care for people with IDD, the role and experiences of family carers, such as parents and siblings, are often neglected in this research. However, it is clear that family carers do not feel that they have sufficient knowledge about diabetes. The purpose of this commentary is to extend the content from “Diabetes and people with learning disabilities: Issues for policy, practice, and education (Maine et al., 2020)” and discuss how family carers can feel better supported when caring for someone with IDD and diabetes. Design/methodology/approach This commentary discusses specific efforts such as STOP diabetes, DESMOND-ID and OK-diabetes for people with IDD including family carers. Encouragement is given for health care providers to recommend such programmes to people with IDD and their family carers. It is also suggested that health care providers involve family carers in diabetes care planning and implementation for people with IDD. Findings It is hoped that if changes are made to current diabetes practices and more research with family carers is conducted, diabetes prevention and management for people with IDD will be more successful and family carers can feel more confident in providing support to their loved ones. Originality/value Research exploring the role of family carers in diabetes care for people with IDD and diabetes is very limited. This commentary makes recommendations to help family carers feel better supported in their role. It also provides areas for future research.

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