Visioning a hospitality-oriented patient experience (HOPE) framework in health care

2020 ◽  
Vol 31 (5) ◽  
pp. 869-888 ◽  
Author(s):  
Philippa Hunter-Jones ◽  
Nathaniel Line ◽  
Jie J. Zhang ◽  
Edward C. Malthouse ◽  
Lars Witell ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
Customer Relationships ◽  
Healthcare Organizations ◽  
Content Type ◽  
Theoretical Contribution ◽  
Person Centered Care ◽  
Centered Care

PurposeThis paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality–healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey.Design/methodology/approachThis is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience.FindingsThe main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience.Originality/valueThis paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee–customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee–customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.

Converging resources and co-producing for innovation: evidence from healthcare services

2019 ◽  
Vol 23 (3) ◽  
pp. 429-453 ◽  
Author(s):  
Sanjeewani Sehgal ◽  
Garima Gupta
Keyword(s):  
Health Services ◽  
Empirical Studies ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
Incremental Innovation ◽  
Future Research ◽  
Healthcare Organizations ◽  
Content Type ◽  
Internal Resources ◽  
And Performance

Purpose The purpose of this paper is to examine healthcare organizations for the improvements in their existing services (incremental innovation) as well as for the new service developments (radical innovation) initiated through the utilization of resources and co-producing behavior. Design/methodology/approach The paper uses an SEM approach to analyze the responses obtained from 257 medical administrators of 50 hospitals registered with National Accreditation Board for Hospitals and Healthcare Providers. Findings The results reflect a positive and significant impact that is more driven by internal resources and is found to be stronger for incremental innovation in healthcare. The study also posits that resource utilization in conjunction with co-production activities has greater potential to bring innovation that is likely to succeed and stay inimitable. Research limitations/implications The paper outlines scope for future research and suggests inclusion of other service sectors, geographical locations and performance indicators to attain a better understanding of the constructs examined. Practical implications The paper outlines implications for policy makers concerned with healthcare. Providers of health services ought to develop a proactive customer-oriented approach so as to deliver value through service innovations. Integrating customer co-production processes may further augment the overall quality of care. Originality/value Empirical studies integrating the resource-oriented view of innovation along with firms’ co-production and collaborative mechanisms are majorly lacking. The study bridges this gap and suggests ways to bring innovation in health services, a pivotal need for health institutions of an emerging economy like India.

Bringing person-centered care to practice with CCO’s guideline for person-centred care in adult oncology services.

2016 ◽  
Vol 34 (7_suppl) ◽  
pp. 65-65 ◽  
Author(s):  
Lesley Moody ◽  
Brett Nicholls ◽  
Hannah Shamji ◽  
Neil Johnson ◽  
Caroline Zwaal ◽  
...  
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Healthcare Providers ◽  
Standard Of Care ◽  
System Level ◽  
Care Providers ◽  
External Review ◽  
Quality Cancer Care ◽  
Person Centered Care ◽  
Centered Care

65 Background: CCO ensures quality cancer care for 16 million residents in Ontario. CCO has identified person-centered care (PCC) as a top strategy in driving the quality agenda. CCO, in collaboration with the Program in Evidence-Based Care, developed a PCC Guideline to set the standard of care for people experiencing cancer in Ontario. A PCC video was developed as a tool for translating this knowledge to support healthcare providers to integrate Guideline recommendations into their practice. Methods: A Guideline Working Group (GWG), including patients and health care providers, conducted a literature review and assessed the quality, relevance and utility of available evidence. An Expert Panel reviewed the decisions of the GWG and an External Review was conducted to validate the final guideline. The PCC video was developed as a tool for knowledge translation by defining fundamental concepts of PCC with the objective of promoting uptake of the guideline. A 4-question survey based on the Kirkpatrick Model was embedded to evaluate the video’s effectiveness. Results: Of 110 articles, only one guideline was found and was therefore reviewed exclusively. The GWG reviewed 68 recommendations, modifying 48, accepting 13 and rejecting 4; for a final set of 65 recommendations. External Review returned 73 responses. A total of 196 health care providers, 134 administrators, 53 patients and 103 others stakeholders participated in the video survey. The results in the table below compare the educational state of PCC before and after the video. Conclusions: CCO has adapted and endorsed 65 recommendations to create a PCC Guideline for adult oncology in Ontario. The results of the video showed that baseline PCC knowledge is poor, and that the PCC Video initiated significant (p = 0.972) growth in this knowledge. Anecdotal evidence also suggests that the video positively affected health care provider's confidence in adopting PCC. Future work is required to promote uptake and utilization of PCC Guideline at system-level. [Table: see text]

scholarly journals Impact of Tracking Trends in Patients’ Hospital Experiences

2017 ◽  
Vol 7 (1) ◽  
pp. 5-13
Author(s):  
Emmanuel Kumah
Keyword(s):  
Patient Experience ◽  
National Level ◽  
University Hospitals ◽  
Healthcare Organizations ◽  
Upward Trend ◽  
Oxford University ◽  
Person Centered Care ◽  
University College ◽  
Centered Care ◽  
University College London

Background: Capturing patients’ experiences of care and using the results to improve service quality is one of the key approaches to building person-centered care in healthcare organizations. Studies have suggested that systematic gathering of patients’ feedback through surveys may lead to improvements in care experiences across health systems and within organizations. While trends in patient experience have been considered at the national level, there is little evidence of systematic analyses of long-term trends at the local or organizational level.Objective: The purpose of this study was to determine whether an upward trend in patients’ reported positive experiences could be established in organizations that have a long history of surveying their patients.Methods: The study was a 12-year (2004-2015) trend analysis of overall experience scores reported by patients in three English hospital trusts: Oxford University Hospitals, University College London Hospitals and Central Manchester University Hospitals.Results: The analysis could not establish an upward trend in patients’ overall reported experiences of care over the 12 years. Whereas scores for both Oxford University and University College London Hospital Trusts were non-linear and more erratic, scores for Central Manchester University Hospitals Trust showed a downward trend, with no statistically significant year-on-year changes in scores.Discussion: The observation is consistent with the suggestion that healthcare organizations may not be fully using patient experience data to inform quality improvement. The present study also contrasts national level longitudinal studies, which have shown small improvements in patient reported experiences of care.Conclusion: More policy-level actions and effective organizational leadership are required for the goal of promoting person-centered care through care experiences to be fully realized.                                                                     

Survey of Cloud Computing in Healthcare Sector

2017 ◽  
Vol 7 (7) ◽  
pp. 337
Author(s):  
S. Karthiga Devi ◽  
B. Arputhamary
Keyword(s):  
Cloud Computing ◽  
Healthcare Providers ◽  
High Volume ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Cloud Infrastructure ◽  
Healthcare Organizations ◽  
Privacy And Security ◽  
Healthcare Data ◽  
Number Of Patients

Today the volume of healthcare data generated increased rapidly because of the number of patients in each hospital increasing.  These data are most important for decision making and delivering the best care for patients. Healthcare providers are now faced with collecting, managing, storing and securing huge amounts of sensitive protected health information. As a result, an increasing number of healthcare organizations are turning to cloud based services. Cloud computing offers a viable, secure alternative to premise based healthcare solutions. The infrastructure of Cloud is characterized by a high volume storage and a high throughput. The privacy and security are the two most important concerns in cloud-based healthcare services. Healthcare organization should have electronic medical records in order to use the cloud infrastructure. This paper surveys the challenges of cloud in healthcare and benefits of cloud techniques in health care industries.

INCREASING ADOPTION OFSOCIAL MEDIA IN HEALTHCARE ORGANIZATIONS : OPPORTUNITIES AND CONCERNS

2016 ◽  
Vol 12 (1) ◽  
Author(s):  
Sharafat Hussain ◽  
Prof. Mohd. Abdul Azeem
Keyword(s):  
Health Care ◽  
Social Media ◽  
Social Networking ◽  
Health Care Organizations ◽  
Healthcare Providers ◽  
Healthcare Organizations ◽  
Online Questionnaire ◽  
Potential Benefits ◽  
Social Media Presence ◽  
Use Of Social Media

Adoption of social media amongst health care organizations is thriving. Healthcare providers have begun to connect with patients via social media. While some healthcare organizations have taken the initiative, numerous others are attempting to comprehend this new medium of opportunity. These organizations are finding that social networking can be an effective way to monitor brand, connecting with patients, community, and patient education and acquiring new talent. This study is conducted to identify the purpose of using social media, concerns, policy and its implementation and the overall experience of healthcare organizations with social media. To collect first hand data, online questionnaire was sent via LinkedIn to 400 US healthcare organizations and representatives out of which 117 responded and were taken further for analsysis. The results of this study confirm the thriving adoption, increased opportunities and cautious use of social media by healthcare organizations. The potential benefits present outweigh the risk and concerns associated with it. Study concluded that social media presence will continue to grow into the future and the field of healthcare is no exception.

scholarly journals Person-Centered Care in Persons Living with Dementia: A Systematic Review and Meta-Analysis

2020 ◽  
Author(s):  
Kyung Hee Lee ◽  
Ji Yeon Lee ◽  
Bora Kim
Keyword(s):  
Systematic Review ◽  
Cognitive Function ◽  
Effect Size ◽  
Psychological Symptoms ◽  
Meta Analysis ◽  
Healthcare Providers ◽  
Clinical Excellence ◽  
Dementia Care ◽  
Person Centered Care ◽  
Centered Care

Abstract Background and Objectives The concept of person-centered care has been utilized/adapted to various interventions to enhance health-related outcomes and ensure the quality of care delivered to persons living with dementia. A few systematic reviews have been conducted on the use of person-centered interventions in the context of dementia care, but to date, none have analyzed intervention effect by intervention type and target outcome. This study aimed to review person-centered interventions used in the context of dementia care and examine their effectiveness. Research Design and Methods A systematic review and meta-analysis were conducted. We searched through five databases for randomized controlled trials that utilized person-centered interventions in persons living with dementia from 1998 to 2019. Study quality was assessed using the National Institute for Health and Clinical Excellence. The outcomes of interest for the meta-analysis were behavioral and psychological symptoms in dementia (BPSD) and cognitive function assessed immediately after the baseline measurement. Results In total, 36 studies were systematically reviewed. Intervention types were: reminiscence, music, and cognitive therapies, and multisensory stimulation. Thirty studies were included in the meta-analysis. Results showed a moderate effect size for overall intervention, a small one for music therapy, and a moderate one for reminiscence therapy on BPSD and cognitive function. Discussion and Implications Generally speaking, person-centered interventions showed immediate intervention effects on reducing BPSD and improving cognitive function, although the effect size and significance of each outcome differed by intervention type. Thus, healthcare providers should consider person-centered interventions as a vital element in dementia care.

The impact of quality framework application on patients’ satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Ata Al Shraah ◽  
Faisal Al-Madi ◽  
Tasneem Alfalah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Patient Experience ◽  
Positive Impact ◽  
Large Hospital ◽  
Content Type ◽  
Strategic Value ◽  
Quality Awards ◽  
Improved Learning ◽  
The Impact

Purpose This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels of patient satisfaction within a large hospital based in Jordan. Design/methodology/approach Using a mixed methodology, supported by a pragmatist theoretical approach, a satisfaction survey was conducted with patients accessing the hospital as an in-patient across a range of specialities gathering feedback about different aspects of their care. The results were compared with a self-assessment completed by different speciality teams about the existence and maturity of customer result arrangements implemented as a result of the (KAIIAE). Findings The findings confirmed that quality awards such as the KAIIAE can effectively be applied in a health-care setting and can help provide a framework for improving patient experience and satisfaction. A correlation was found with those specialties that self-assessed themselves more highly in terms of these arrangements and the overall levels of patient satisfaction with that specialty, suggesting that the products of working towards the KAIIAE such as establishing effective patient experience monitoring arrangements and improved learning from complaints, has a positive impact on patient satisfaction. Originality/value There are limited studies which focus specifically on customer results and on the use of the KAIIAE more generally. This study therefore makes a valuable contribution in adding to the debate about the strategic value of working towards formal quality improvement models and awards in health-care settings.

The Distinct Value of OT: Examination of Person-Centered Care in Practice

2021 ◽  
Vol 75 (Supplement_2) ◽  
pp. 7512510251p1-7512510251p1
Author(s):  
Elizabeth Jayne Braun ◽  
Erin Casey Phillips ◽  
Hannah Corner ◽  
Shayla Murphy ◽  
Alayna Pullara ◽  
...  
Keyword(s):  
Health Care ◽  
Clinical Practice ◽  
Capacity Building ◽  
Evidence Based ◽  
Person Centered Care ◽  
Centered Care ◽  
Person Centered Approach ◽  
Primary Author

Abstract Date Presented Accepted for AOTA INSPIRE 2021 but unable to be presented due to online event limitations. Health care is shifting from volume to value, and there is a need to define the distinct value of services. OT is founded on the principles of person-centered care, and the intentional use of these strategies must be part of evidence-based outcomes in order to solidify the value of OT services. This study examined the use of person-centered care in clinical practice, and results were used to develop capacity-building strategies for implementation of a person-centered approach. Primary Author and Speaker: Elizabeth Jayne Braun Additional Authors and Speakers: Erin Casey Phillips, Hannah Corner Contributing Authors: Shayla Murphy, Alayna Pullara, and Nathan Kies

Performance measurement design: a contingency perspective from the Italian regional healthcare services

2019 ◽  
Vol 35 (1) ◽  
pp. 16-27 ◽  
Author(s):  
Rosanna Spanò ◽  
Mariavittoria Cicellin ◽  
Adriana Scuotto
Keyword(s):  
Performance Management ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Healthcare Organizations ◽  
Content Type ◽  
Measurement Design ◽  
Design Characteristics ◽  
Contingent Approach ◽  
Assessment Procedures ◽  
Regional Health Systems

Purpose In the last few decades, the effectiveness of the evaluation of human resources and their performances has become a crucial theme in the debates of the public sector. The purpose of this paper is to analyze key design characteristics of performance management system (PMS) that may be effectively adopted and deployed by management to enable the assessment for a health system improvement. Design/methodology/approach This paper falls under the field of studies that focuses on the design and implementation of PMS in the healthcare sector. This research adopted a qualitative approach across the case study method to understand the role of different contextual factors and their impact upon the design of PMS. Mainly drawing on previous studies on the Italian regional health systems, a target region has been selected for these purposes. Findings As a result, the new PMS was effectively working and was structured with a balanced focus on the region and the single healthcare organizations. The need for improving the information systems within the healthcare organizations was strongly emphasized. The crucial element of the new PMS was the transparency about the assessment procedures. Originality/value This paper contributes to the debate on factors that can influence the design of PMS in healthcare. Relying on a contingent approach, the authors put forward the need of a more comprehensive and integrated frameworks encompassing organic conception of PMSs, as well as of the interdependencies among their components.

Sign in / Sign up

Export Citation Format

Share Document