The effect of carers’ healthcare practices on the categorization of elderly patients as vulnerable

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abdelmajid Amine ◽  
Audrey Bonnemaizon ◽  
Margaret Josion-Portail
Keyword(s):  
Health Care ◽  
Elderly Patients ◽  
Care Pathway ◽  
Care Service ◽  
Health Care Service ◽  
Well Being ◽  
Active Role ◽  
Hospital Staff ◽  
Care Providers ◽  
Content Type

Purpose The purpose of this paper is to show that the categorization of elderly patients as vulnerable is affected by health-care service interactions with caregivers, which may increase, reduce or even negate entirely elderly patients’ vulnerable status. Design/methodology/approach The paper reports the results of a qualitative study based on in-depth interviews conducted with a large and varied sample of health-care personnel in charge of elderly patients in two hospital geriatric departments in France. Findings Findings show that the limits of the service-dominant logic approach when the service (care) relationship concerns vulnerable individuals who are, completely or partially, unable to take part in the co-creation of the service and the roles played by caregivers as resource integrators (intermediaries, facilitatorapomediaries and transformativeapomediaries) and that this affects the categorization of elderly patients as vulnerable. Research limitations/implications The results enrich knowledge about the service relationship with vulnerable people by showing that the categorization of elderly patients as vulnerable is not immutable but stems from the dynamics among actors that may variously “reify it” (contribute to its internalization), “reduce it” (enable access to aspects of normal life), or “neutralize it” (help free this cohort from their categorization as vulnerable). Practical implications The findings provide insights for care providers by stressing the need to raise awareness among hospital staff regarding their active role in affecting the categorization of elderly patients as vulnerable through their care practices. In the context of public health policies, the findings show that the regulatory injunction to empower patients to preserve their well-being tends to produce the opposite effect on the frailest patients, who are unable to participate in their care pathway. Originality/value The research shows that categorization as vulnerable, in the health-care services context, is affected by the care interactions between caregivers and elderly patients. The support provided to hospital staff in this context helps to maintain patients’ well-being and dignity.

When co-creation pays off: the effect of co-creation on well-being, work performance and team resilience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Judith Partouche-Sebban ◽  
Saeedeh Rezaee Vessal ◽  
Fabian Bernhard
Keyword(s):  
Health Care ◽  
Health Care Professionals ◽  
Work Performance ◽  
Service Sector ◽  
Care Service ◽  
Health Care Service ◽  
Mail Survey ◽  
Well Being ◽  
Content Type ◽  
Team Resilience

Purpose This study aims to explore the effect of value co-creation among health-care professionals and in a business-to-business (B2B) context on the involved individuals and the organization. More precisely, the effect of co-creation behaviors on the well-being of individuals, their work performance and team resilience are investigated. Design/methodology/approach A quantitative research design was adopted. The data collection was performed through a mail survey of a sample of 96 professionals at a cancer health-care institution in France in which several medical and paramedical providers work together to maximize service options. Linear regressions were conducted using SPSS to analyze the data. Findings The results highlight the positive outcomes of an active co-creation process on individual well-being, work performance and team resilience and emphasize its limits. Originality/value The originality of this study lies in studying co-creation in the context of the health-care service sector, among health-care professionals and from a B2B perspective. Adopting an inter-organizational frame, this study clarifies the positive and negative effects of co-creation from both personal and organizational aspects.

“Community and health-care service quality in Kosovo”: “a confirmatory analytical approach”

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Myesere Avdyl Hoxha
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Test Theory ◽  
Commercial Application ◽  
Measurement Tool ◽  
Care Providers ◽  
Content Type

Purpose The purpose of this paper is to develop and test a modified service quality (SERVQUAL) model scale for measuring healthcare service quality in Kosovo. Design/methodology/approach An initial dimensions area methodology in construct development, followed by combined exploratory-analytical deductive research with the goal to test theory concepts and validate the measurement tool known from the theory of service quality using new empirical data in a specific context. A cross-sectional survey on a sample of 200 post-encountered patients and using structural equation modelling (SEM) and SEM path analysis to determine satisfaction. Findings The findings confirmed that a six-dimensional scale of SERVQUAL is not appropriate for the Kosovo health-care context. The scale development analysis with a new reduced four-dimensional model can be used to measure health service quality in the Kosovan context. Research limitations/implications The initial study concept was not piloted. It was developed by the researcher based on secondary data. Systematic random sampling was used, which may have resulted in conclusions that are not applicable to the general population. Finally, this study is applicable to the Kosovo context and cannot be generalized nor represent all patients treated in Kosovo hospitals and clinics. However, the above limitations are less significant compared to the importance of carrying out this type of study for the first time in Kosovo. Practical implications This study can help Kosovo health authorities to guide health system-wide improvements and health-care providers to remove quality shortfalls based on a culturally sensitive and validated multiple-item scale for the quality of their service. Originality/value This is the first research conducted to identify which of the service quality dimensions require attention by the health-care service providers in Kosovo and develop a validated tool for patient satisfaction measurement that can be used for commercial application.

scholarly journals Health service literacy: complementary actor roles for transformative value co-creation

2019 ◽  
Vol 33 (6) ◽  
pp. 687-701 ◽  
Author(s):  
Janet Davey ◽  
Christian Grönroos
Keyword(s):  
Health Care ◽  
Health Service ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Patient Empowerment ◽  
Well Being ◽  
Service Research ◽  
Resource Integration ◽  
Content Type

Purpose Although health-care features prominently in transformative service research, there is little to guide service providers on how to improve well-being and social change transformations. This paper aims to explore actor-level interactions in transformative services, proposing that actors’ complementary health service literacy roles are fundamental to resource integration and joint value creation. Design/methodology/approach In-depth interviews with 46 primary health-care patients and 11 health-care service providers (HSPs) were conducted focusing on their subjective experiences of health literacy. An iterative hermeneutic approach was used to analyse the textual data linking it with existing theory. Findings Data analysis identified patients’ and HSPs’ health service literacy roles and corresponding role readiness dimensions. Four propositions are developed describing how these roles influence resource integration processes. Complementary service literacy roles enhance resource integration with outcomes of respect, trust, empowerment and loyalty. Competing service literacy roles lead to outcomes of discredit, frustration, resistance and exit through unsuccessful resource integration. Originality/value Health service literacy roles – linked to actor agency, institutional norms and service processes – provide a nuanced approach to understanding the tensions between patient empowerment trends and service professionals’ desire for recognition of their expertise over patient care. Specifically, the authors extend Frow et al.’s (2016) list of co-creation practices with practices that complement actors’ service literacy and role readiness. Based on a service perspective, the authors encourage transformative service researchers, service professionals and health service system designers, to recognize complementary health service literacy roles as an opportunity to support patients’ resources and facilitate value co-creation.

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.

Exploring the market to establish an advanced surgical community eye hospital

2020 ◽  
pp. 147078532097005
Author(s):  
Ishaana Sood ◽  
Shalinder Sabherwal ◽  
Shantanu DasGupta ◽  
Naval Chauhan ◽  
Anand Chinnakaran ◽  
...  
Keyword(s):  
Health Care ◽  
Developing Countries ◽  
Health Care Providers ◽  
Care Service ◽  
Health Care Service ◽  
Uttar Pradesh ◽  
Field Research ◽  
Building Blocks ◽  
Care Providers ◽  
Resource Limited

Developing countries often cite shortage of human resource, limited accessibility, low affordability, and asymmetric availability of health care resources as the provider end barriers to health care service utilization. Using the example of a market research project undertaken to establish an advanced surgical eye hospital in the Indian state of Uttar Pradesh, a decision-grid is constructed whereby health care providers’ can make informed decisions regarding expansion and service delivery. The comparative and interpretive logic-based approach utilizes public domain data coupled with field research and is apt for those working in developing countries and/or resource-crunch settings. The paradigms laid out and discussed, provide building blocks for decision-making, which if harnessed effectively, have broad applicability in terms of reaching the previously unreached and ultimately in improving health outcomes.

scholarly journals Senior healt-hcare fraud under investigation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nicole F. Stowell ◽  
Carl Pacini ◽  
Martina K. Schmidt ◽  
Nathan Wadlinger
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Well Being ◽  
Care Providers ◽  
Prevention Strategies ◽  
Effective Prevention ◽  
Content Type ◽  
Health Care Fraud ◽  
Increased Risk ◽  
The Usa

Purpose This study aims to increase awareness and educate the reader about health-care fraud targeting seniors in the USA to help stakeholders better understand, recognize and prevent this type of fraud. Design/methodology/approach This paper collects statistics on the current state of health care frauds committed against seniors, and examines related cases and laws. Findings The authors find this type of fraud is highly prevalent and expected to increase. Current laws preventing this fraud from occurring are multifold and complex. While prevention strategies through law enforcement have been somewhat successful, a reduction in resources may put seniors at an increased risk in the years to come. Research limitations/implications Without additional prevention strategies, the problem will likely escalate with a growing population of older adults. This study encourages further research into effective prevention strategies and methods to fight health-care fraud against seniors. Practical implications Health-care fraud and its associated costs pose a significant threat to the society and economy of the USA. Reducing this fraud will not only reduce the costs to the US economy but also improve the physical and mental well-being of senior victims, reduce their mortality and hospitalization rates and improve the public trust placed to health-care providers. Originality/value This study highlights how health-care fraud is committed against seniors. With the projected trend of an aging US population, educating stakeholders, increasing awareness and applying tools to protect seniors will be important to reduce the absolute scope of this problem in the future.

The relationship between perceived dissimilarity and feedback avoidance behaviour

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Meng Song ◽  
Kubilay Gok ◽  
Sherry Moss ◽  
Nancy Borkowski
Keyword(s):  
Health Care ◽  
Service Sector ◽  
Care Service ◽  
Health Care Service ◽  
Avoidance Behaviour ◽  
Future Research ◽  
Interpersonal Processes ◽  
Conflict Task ◽  
Content Type ◽  
Study Results

Purpose The purpose of this study is to understand the conditions in which subordinates, after making a mistake, are more likely to engage in feedback avoidance behaviour (FAB), a set of behaviours that could ultimately jeopardise patient safety in a health care context. Design/methodology/approach This study used a sample of 183 independent leader-subordinate dyads in the health care service sector. For this study, a multiple mediator model in which three types of conflict (task conflict, relationship conflict and process conflict) were tested and acted as mediating mechanisms that transmitted the effects of perceived dissimilarity to FAB. Findings The results supported the mediating role of two of the three forms of conflict and highlighted the consequences of dissimilarity between supervisors and subordinates in the healthcare setting. Research limitations/implications One of the noteworthy limitations of this study was that this study used cross-sectional time-lagged data. Future research should use a more rigorous longitudinal approach such as a cross-lagged design (Whitman et al., 2012) to explore the dynamic nature of dyadic relationships over time. Practical implications An important implication of our study results suggests that health care leadership development training should provide opportunities to increase awareness of the tendency of leaders to treat subordinates perceived as dissimilar more negatively. Originality/value These results contribute to our understanding of the interpersonal processes between subordinates and their supervisors, which could have a significant impact on organisational outcomes in the health care setting.

Health care service quality: a journey so far

2020 ◽  
Vol 27 (6) ◽  
pp. 1893-1927
Author(s):  
Raghav Upadhyai ◽  
Neha Upadhyai ◽  
Arvind Kumar Jain ◽  
Hiranmoy Roy ◽  
Vimal Pant
Keyword(s):  
Health Care ◽  
Literature Review ◽  
Service Quality ◽  
Design Methodology ◽  
Care Service ◽  
Health Care Service ◽  
Professional Service ◽  
Content Type ◽  
Academic Literature ◽  
Measurement Strategies

PurposeHealth care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies.Design/methodology/approachSixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review.FindingsThe findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage.Originality/valueRather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.

Patient loyalty model

2015 ◽  
Vol 28 (3) ◽  
pp. 245-258 ◽  
Author(s):  
Sik Sumaedi ◽  
I Gede Mahatma Yuda Bakti ◽  
Tri Rakhmawati ◽  
Nidya Judhi Astrini ◽  
Medi Yarmen ◽  
...  
Keyword(s):  
Health Care ◽  
Behavioral Control ◽  
Care Service ◽  
Health Care Service ◽  
Subjective Norm ◽  
The Other ◽  
Perceived Behavioral Control ◽  
Content Type ◽  
Patient Loyalty ◽  
Service Institution

Purpose – This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. Design/methodology/approach – The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings – The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. Research limitations/implications – The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Practical implications – Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. Originality/value – This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.

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