Impact of communication dyads on health-care service experience in Ayurveda

2020 ◽  
Vol 14 (4) ◽  
pp. 607-621 ◽  
Author(s):  
P. Suhail ◽  
Y. Srinivasulu
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Health Care Sector ◽  
Dyadic Relationship ◽  
Service Experience ◽  
Content Type ◽  
The Impact

Purpose This paper aims to understand whether the perceptions of the patient’s in the health-care service experience differs in the Ayurveda, and to examine the impact of three critical communication dyads on the patient service experiences in Ayurveda health-care sector. Design/methodology/approach The study consists of 436 participants, recruited directly from the inpatients of Ayurveda establishments/hospitals/clinics in Northern Kerala, India. Data was collected through a structured questionnaire. An independent sample t-test was used to find out the differences in the perceptions of Ayurveda health-care consumers towards their health-care service experience. Multiple regression analysis is used to explain the dyadic relationship of patient–firm (PFR), patient–employee (PER) and employee–firm relation (EFR) on the health-care service experience (SE) in the Ayurveda sector. Findings The study highlights that the perception of patients on Ayurveda health-care service experience varies according to their socio-economic statuses such as age, gender, annual income and the number of inpatient days. Among the service communication dyads, PFR is the most effective dyadic phase that contributes significantly more towards an improved Ayurveda health-care SE, followed by the PER and EFR. Research limitations/implications The findings of the study will be more applicable to the Ayurveda health-care sector, where the doctors and the management have more role in the servicescape. Practical implications Health managers have to consider three stakeholders (customers, employees and firm) and the relationship between them. It is valued the PFR more, followed by the PER and EFR. Social implications Proper implementation of the suggestions given by the study can improve overall service communications of the different service providers of Ayurveda with good interpersonal manner to achieve better relationships among the three mentioned parties. Originality/value The empirical evidence from the study is relevant and timely to the health-care service providers of the country to aid them in providing a better health-care service experience. The study adds value given the increasing trend of lifestyle diseases and subsequent demand in health-care services, especially in the Ayurveda sector.

Transforming technology-mediated health-care services through strategic sense-giving

2020 ◽  
Vol 34 (7) ◽  
pp. 909-920
Author(s):  
Athanasia Daskalopoulou ◽  
Josephine Go Jefferies ◽  
Alexandros Skandalis
Keyword(s):  
Health Care ◽  
Organizational Context ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Content Type ◽  
Emotional Ambivalence ◽  
Health Care Service Providers ◽  
The Impact

Purpose Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. The purpose of this study is to enhance our understanding about the role of service providers who hold strategic and operational roles, as well as investigate the impact of coordinated, organization-wide initiatives in dealing with the demands and associated emotional ambivalence of technology-mediated services. Design/methodology/approach This qualitative study draws from a series of in-depth interviews with health-care service providers who hold strategic and operational roles in health-care organizations along with participant observation to develop an understanding of the broader organizational context of telehealth services. Findings This paper outlines the strategic sense-giving process and highlights how health-care service providers who hold strategic and operational roles enact the sense-giver role. This study illustrates that strategic sense-giving involves the recognition of sense-making gaps; identification of sense-giving opportunities; and provision of templates of action. Originality/value This study illustrates that sense-giving can be performed by a number of organizational members in a more formalized way which extends informal sense-giving efforts at the peer-to-peer level. The importance of strategic sense-giving in providing templates of action for service providers and consumers is highlighted. This study also shows how strategic sense-giving safeguards against confusion and errors by communicating appropriate ways of using technology. Finally, the role of strategic sense-giving in helping service providers and consumers cope with the emotional ambivalence of technology-mediated service interactions are demonstarted.

scholarly journals An evaluation of factors affecting the management of COVID-19 in Bangladesh

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Syed S.M Sadrul Huda ◽  
Afsana Akhtar ◽  
Segufta Dilshad ◽  
Syeeda Raisa Maliha
Keyword(s):  
Health Care ◽  
Care Management ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Health Care Management ◽  
Lessons Learned ◽  
Future Research ◽  
Content Type ◽  
The Social

PurposeThe study aims to gain insights into the management of COVID-19 in Bangladesh to identify the factors that are relevant to managing the pandemic in a developing country.Design/methodology/approachThe study was carried out by pursuing the archival method. The information was collected from credible newspaper reports over the previous months, as well as articles published on the subject of COVID-19.FindingsThe research revealed important and relevant dimensions of the health sector in managing the COVID-19 pandemic. The major factors were doctors, nurses (health service providers), patients, (customers) and society. This is a pioneering paper, which documents the major lessons learned from the management of COVID-19 in Bangladesh concerning three stakeholders of the health-care system, i.e. providers, patients and society. This paper covers the situation regarding the ongoing pandemic from three perspectives – provider, customers and society, and thus, may help to develop future research regarding the development of health-care management models for addressing the pandemic.Research limitations/implicationsThe major limitations of this paper is its over dependence on secondary sources for collecting the information.Practical implicationsThis paper presents the learnings from the pandemic in health-care management in different categories (e.g. social, doctor/nurse, patients), which can help the managers in understanding different dimensions of the health-care sector from different perspectives. The problems as well as the learnings stated in the paper can help the policy makers implement such strategies to ensure better delivery of the medical health-care service during a pandemic.Social implicationsThis paper clearly reveals the social dimensions of the COVID-19 by assessing the social aspects of COVID-19 management. Both social stigma and support are traced out during evaluating the situation. Thus, the social forces will be able to rethink about their role in addressing the social costs of pandemic.Originality/valueThis is a commentary piece.

scholarly journals Understanding technology mediation and new service provider roles in health care

2019 ◽  
Vol 33 (2) ◽  
pp. 245-254 ◽  
Author(s):  
Athanasia Daskalopoulou ◽  
Kathy Keeling ◽  
Rowan Pritchard Jones
Keyword(s):  
Health Care ◽  
Service Provider ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Empirical Support ◽  
Organizational Level ◽  
Advance Technology ◽  
Content Type ◽  
Health Care Service Providers

PurposeService research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has been discussed with regard to service provider readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services.Design/methodology/approachThis study follows a qualitative methodology. Insights are drawn from in-depth interviews with 32 junior and senior health-care service providers (across 12 specialties) and 5 information governance/management staff.FindingsThis analysis illustrates that new service provider roles include those of the enabler, differentiator, innovator, coordinator and sense-giver. By adopting these roles, health-care service providers reveal that they can encourage, support and advance technology mediation in services across different groups/audiences within their organizations (e.g. service delivery level, peer-to-peer level, organizational level). This paper further shows the relationships between these new service provider roles.Originality/valueThis study contributes to theory in technology-mediated services by illustrating empirically the range of activities that constitute each role. It also complements prior work by identifying that service providers adopt the additional role of sense-giver. Finally, this paper provides an understanding of how by taking on these roles service providers can encourage, support and advance technology mediation in services across different groups/audiences in their organization.

The Ethics of End-of-Trial Obligations in a Pediatric Malaria Vaccine Trial: The Perspectives of Stakeholders From Ghana and Tanzania

2018 ◽  
Vol 13 (3) ◽  
pp. 258-269 ◽  
Author(s):  
Claire Leonie Ward ◽  
David Shaw ◽  
Evelyn Anane-Sarpong ◽  
Osman Sankoh ◽  
Marcel Tanner ◽  
...  
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Malaria Vaccine ◽  
Care Service ◽  
Health Care Service ◽  
Vaccine Trial ◽  
Health Indicators ◽  
Treatment Access ◽  
Post Trial ◽  
The Impact

This study explores stakeholder experiences and perspectives on end-of-trial obligations at the close of a phase II/III Pediatric Malaria Vaccine Trial (PMVT) [GSK/PATH-MVI RTS, S) (NCT00866619]. We conducted 52 key informant interviews with major stakeholders of an international multicentre PMVT in Ghana and Tanzania. The responses fell into four main themes: (a) Communicating End-of-Trial, (b) Maintaining Health Care Services, (c) Dissemination of Results, and (d) Post-Trial Access. Interviewee responses shared important practical experiences and insights that complement current thinking in the literature on research ethics guidance: (a) accompany end-of-trial communication with information on personal and family health care responsibilities, (b) establish public health indicators to measure the impact of research on a health care system, (c) design a gradual exit strategy with opportunities to address unplanned events, (d) endorse a principled approach of continuity of care when designing a health care service handover, and (e) devise an actionable post-trial treatment access pathway with diverse stakeholder representatives.

Assessing Pharmacists’ Views and Barriers to Providing and Billing for Pharmacist-Provided Health Care Services

2021 ◽  
pp. 875512252110211
Author(s):  
Michael A. Biddle ◽  
Kailyn K. Cleveland ◽  
Shanna K. O’Connor ◽  
Hayli Hruza ◽  
Madeline Foster ◽  
...  
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Pharmacy Practice ◽  
Community Pharmacists ◽  
Community Pharmacies ◽  
Power Calculation ◽  
Care Services ◽  
The Impact

Background: The role of Idaho and Alaska pharmacists in providing health care services has steadily broadened over recent years. With many new pharmacist-provided health care service possibilities, this study assessed the impact of these advancements on community pharmacies. Objective: The objective of this study was to identify current pharmacist-provided health care services and pharmacist-perceived barriers to providing and billing for these services in Idaho and Alaska community pharmacies. Methods: A questionnaire was developed focusing on 2 areas: providing services and billing for services. Pharmacy students on experiential rotations administered the questionnaires to pharmacists at their rotation sites. Pharmacists at community pharmacy practice sites in Idaho and Alaska completed the questionnaire in an interview format conducted by students. Likert-type scale data were analyzed using descriptive statistics. Because the study did not include a comparator group, no power calculation was conducted. All open-response answers were analyzed independently by 2 researchers and discrepancies in coding open-ended questions were resolved by discussion with a group of 4 researchers. Results: Most pharmacists reported that they already provide non-dispensing services, desired to implement new services, and had confidence in their team’s ability to handle new services. Time and resources were the most cited barriers to providing new services; compensation, company support, and education were the most cited barriers to billing for services. Conclusions: Community pharmacists already provide non-dispensing services and many are looking to provide more services, but barriers of time, resources, compensation, company support, and education will need to be overcome to move forward.

An extensive review of patient health-care service satisfaction in Bangladesh

2020 ◽  
Vol 2 ◽  
pp. 5-16
Author(s):  
Abdul Kader Mohiuddin
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Health Care Services ◽  
Service Providers ◽  
Care Service ◽  
Waiting Times ◽  
Health Care Service ◽  
Care Providers ◽  
Care Services

Patient satisfaction is a useful measure for providing quality indicators in health-care services. Concern over the quality of health-care services in Bangladesh has resulted in a loss of faith in health-care providers, low use of public health facilities, and increased outflows of patients from Bangladesh to hospitals abroad. The main barriers to accessing health services are inadequate services and poor quality of existing facilities, shortage of medicine supplies, busyness of doctors due to high patient load, long travel distance to facilities, and long waiting times once facilities were reached, very short consultation time, lack of empathy of the health professionals, their generally callous and casual attitude, aggressive pursuit of monetary gains, poor levels of competence and occasionally, disregard for the suffering that patients endure without being able to voice their concerns. All of these service failures are frequently reported in the print media. Such failures can play a powerful role in shaping patients’ negative attitudes and dissatisfaction with health-care service providers and health-care itself.

Novel implementation of IoT based non-invasive sensor system for real-time monitoring of intravenous fluid level for assistive e-healthcare

Circuit World ◽  
2019 ◽  
Vol 45 (3) ◽  
pp. 109-123 ◽  
Author(s):  
Partha Pratim Ray ◽  
Nishant Thapa ◽  
Dinesh Dash ◽  
Debashis De
Keyword(s):  
Health Care ◽  
Real Time ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Cost Effective ◽  
Sensor System ◽  
Fluid Level ◽  
Content Type ◽  
Non Invasive

Purpose The purpose of the study is to design and develop an pervasive and smart Internet of Things (IoT)-based sensor system to monitor he real-time intravenous (IV) fluid bag level. Design/methodology/approach This paper investigates such issue and performs several experiments to develop a non-invasive, semi-automatic system to monitor IoT-based IV fluid level in real-time. Findings The outcome of this study is a prototype hardware that includes an ESP8266 based embedded Web server to disseminate the fluid exhaust status flag to its connected users. Nurses can get the prompt intimation about the status of IV fluid bag whether it is about to get empty. Research limitations/implications IoT is the backbone of the proposed system. Multi-master system need to be studied in future. Practical implications Non-invasive and real-time IoT-based novel technique is developed with power-efficient and cost-effective pervasive sensors. Social implications This is applicable for pervasive and assistive e-health-care services by care givers and medical professionals. Originality/value The deployed system is controlled by ATtiny85 with help of LM35 temperature sensor. The results show a promising future of the proposed development in enhancing IoT-based smart health-care service in the coming days.

Dream or reality? A recipe for sustainable and innovative health care ecosystems

2017 ◽  
Vol 29 (6) ◽  
pp. 847-862 ◽  
Author(s):  
Rocco Palumbo ◽  
Silvia Cosimato ◽  
Aurelio Tommasetti
Keyword(s):  
Health Care ◽  
Service System ◽  
Care Service ◽  
Health Care Service ◽  
Patient Empowerment ◽  
Ecosystem Approach ◽  
Health Care Sector ◽  
Content Type ◽  
Service Ecosystems ◽  
Service Ecosystem

Purpose Service ecosystems are gaining credence among management scholars. However, there is still little agreement about the distinguishing attributes of service ecosystems in both the public and the private sectors. The purpose of this paper is to focus on the health care service system, suggesting a “recipe” for the implementation of a sustainable and innovative health care service ecosystem. Design/methodology/approach A mixed methodology was used. First, a critical literature review was conducted to lay the conceptual foundations of this study. Then a theory about the institutional, organizational and managerial requisites for the implementation of a health care service ecosystem was developed. Findings The health care sector is appropriate for the core tenets of the service ecosystem perspective. Tailored interventions aimed at improving the functioning of the health care service ecosystem should be implemented at the micro, meso, macro and mega levels. Patient empowerment, patient-centered care and integrated care are the fundamental ingredients of the recipe for effective health care service ecosystems. Practical implications The ecosystem approach provides health policy makers with interesting insights to help shape the health care service system of the future. The paper also contributes to the innovation of managerial practices emphasizing the role of patient involvement in the design and delivery of health care. Originality/value This is one of the first attempts to systematize scientific knowledge about service ecosystems in the health care sector. An agenda for further research is suggested, in order to further advance the establishment of an effective and innovative health care service ecosystem.

Patient’s reaction after health-care service failure: qualitative study

2019 ◽  
Vol 13 (1) ◽  
pp. 68-83
Author(s):  
Zeineb Bousnina ◽  
Imed Zaiem
Keyword(s):  
Health Care ◽  
Service Failure ◽  
Care Service ◽  
Health Care Service ◽  
Multiple Sources ◽  
Public And Private ◽  
Content Type ◽  
Individual Interviews ◽  
Medical Institutions ◽  
The Impact

Purpose This paper aims to show the impact of service failure and to shed light on the vengeance of consumer in the health-care service. Design/methodology/approach A qualitative research through a retrospective study based on individual interviews was conducted. As this study is a sensitive topic, projective techniques were used to complement individual interviews, especially with care consumers who are reluctant subjects who prefer methods which preserve confidentiality. Practically, drawing interpretations method was used. The use of these drawings is to encourage reluctant interviewee to discuss on the study’s sensitive theme. Findings Empirical findings allowed first to approach care service failure in Tunisia that is an emerging post-revolutionary country-owned MENA. In this context, a comparison between the public and private sectors was proposed. Moreover, the results helped to understand service failure’s consequences related to patient’s reaction. Practical implications The Ministry of Health in collaboration with managers of public and private medical institutions will have to work on capitalization of knowledge, especially those learned from unsuccessful experiences. Originality/value Medical service failure can have multiple sources. The care consumer’s reaction to these failures can sometimes be extreme in form of revenge.

Employability implications of artificial intelligence in healthcare ecosystem: responding with readiness

foresight ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahima Jain ◽  
Apoorva Goel ◽  
Shuchi Sinha ◽  
Sanjay Dhir
Keyword(s):  
Artificial Intelligence ◽  
Health Care ◽  
Care Service ◽  
Health Care Service ◽  
Matrix Multiplication ◽  
Health Care Sector ◽  
Critical Factors ◽  
Content Type ◽  
Customized Training ◽  
Factors Influencing

Purpose Intervention of artificial intelligence (AI) has brought up the issue of future job prospects in terms of the employability of the professionals and their readiness to harness the benefits of the AI. The purpose of this study is to recognize the implications of AI on employability by analyzing the issues in the health-care sector that if not addressed, can dampen the possibilities offered by AI intervention and its pervasiveness (Cornell University, INSEAD, and WIPO, 2019). Design/methodology/approach To get an insight on these concerns, an approach of total interpretive structural modelling, cross impact matrix multiplication applied to classification and path analysis have been used to understand the role of the critical factors influencing employability in the health-care sector. Findings This study primarily explores the driving-dependence power of the critical factors of the employability and displays hierarchical relationships. It also discusses measures which, if adopted, can enhance employability in the health-care sector with the intervention of AI. Research limitations/implications Employability also has an impact on the productivity of the health-care service delivery which may provide a holistic opportunity to the management in health-care organizations to forecast the allocation and training of human resources and technological resources. Originality/value The paper attempts to analyze AI intervention and other driving factors (operational changes, customized training intervention, openness to learning, attitude toward technology, job-related skills and AI knowledge) to analyze their impact on employability with the changing needs. It establishes the hierarchical relationship among the critical factors influencing employability in the health-care sector because of the intervention of AI.

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