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 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.

scholarly journals The Changing Role of Ancillary Health Care Service Providers: An Evaluation of Health Diagnostic Laboratory, Inc.

2014 ◽  
Vol 17 (2) ◽  
pp. 121-126 ◽  
Author(s):  
Steven Thompson ◽  
Stephen Varvel ◽  
Szilard Voros ◽  
Dawn Thiselton ◽  
Shahrzad Grami ◽  
...  
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Diagnostic Laboratory ◽  
Health Care Service Providers ◽  
Changing Role

scholarly journals The professional contribution of chiropractors to Danish elite football clubs: a qualitative exploration of role and perceived value in an interprofessional service provision context

2020 ◽  
Vol 28 (1) ◽  
Author(s):  
Joachim Hostrup ◽  
Anders Koza ◽  
Corrie Myburgh
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Value ◽  
Chiropractic Care ◽  
Interprofessional Practice ◽  
Football Clubs ◽  
Health Care Service Providers

Abstract Background Interprofessional team-based care has been widely adopted in elite level athletic health and performance practice. Chiropractors can claim some penetration as health care service providers in high level sport. However, their position as valued members of interprofessional health care teams, especially those built around traditional medical organisational structures, is unclear. This investigation sought to explore the perceived role and value of chiropractors as service providers in elite Danish football clubs. Methods A comparative qualitative case study was conducted. Six Danish premiere league (Superliga) clubs were purposively sampled to compare and contrast instances where chiropractors were both present and absent from the health care team. Triangulated responses were solicited from healthcare coordinators, chiropractors and athletes within each club’s organization through semi-structured individual interviews. The audio-recorded responses were transcribed verbatim and thematically analyzed using a framework approach. Results Data were collected September and November 2019. A coding framework of 14 codes and 4 code families emerged, centering around the role of chiropractors, benefits of utilizing chiropractic care and facilitators and barriers to interprofessional practice. From this framework, three themes were abstracted, these being: “Broadening horizons”, “In-house preferred to take-away” and “Already covered, or even necessary?” Conclusion In this practice context, chiropractors fill the role of musculoskeletal health care service providers. Their perceived value stems from additional expert disciplinary knowledge, improved diagnostic triage and increased treatment flexibility. However, where not utilized, the role of a spinal health expert is questioned and when acknowledged, is limited to that of a technician/therapist. It is unclear from this investigation whether chiropractors can claim core provider status. Further exploration of this interesting context of interprofessional practice is warranted.

scholarly journals The Professional Contribution of Chiropractors to Danish elite football clubs: A qualitative exploration of role and perceived value in an interprofessional service provision context.

2020 ◽  
Author(s):  
Joachim Hostrup ◽  
Anders Koza ◽  
Corrie Myburgh
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Value ◽  
Health Care Team ◽  
Individual Interviews ◽  
Football Clubs ◽  
Health Care Service Providers

Abstract Background: Interprofessional team-based care has been widely adopted in elite level athletic health and performance practice. And although chiropractors can claim some penetration as health care service providers in high level sport, their position as valued members of interprofessional health care teams, especially those built around traditional medical organisational structures, is unclear. In Denmark, the mainstream provider status of chiropractors is more favourable than in most parts of the world. Moreover, chiropractors have been identified as service providers in the Danish premiere football league (Super Liga). However, little is currently known about the professional contribution made by chiropractors in this powerful sporting context.As a first step to map the professional practice landscape of Danish sports chiropractors, this investigation sought to explore the perceived role and perceived value of chiropractors as service providers in elite Danish football clubs. Methods: A comparative qualitative case study using semi-structured individual interviews was conducted. Six Danish Superliga clubs were purposively sampled to compare and contrast instances where chiropractors were absent from the health care team, contracted as in-house health care team members or engaged as external service providers. Triangulated responses were solicited from healthcare co-ordinators, chiropractors and athletes within each club’s organisation through short semi-structured individual interviews. The audio-recorded responses were transcribed verbatim and thematically analysed using a framework approach.Results: Inductive and deductive coding revealed 14 unique codes, which were further organised into 4 code families relating to the role of chiropractors, benefits of utilizing chiropractic care and facilitators and barriers to interprofessional practice. From this framework 3 themes were abstracted, these being: “Broadening horizons”, “In-house preferred to take-away” and “Already covered, or even necessary?”. Conclusion: In this practice context, chiropractors fill the role of musculoskeletal health care service providers. Their perceived value stems from additional expert disciplinary knowledge, improved diagnostic triage and increased treatment flexibility. However, where not utilized, the role of the spinal health expert is questioned and when acknowledged, limited to that of a technician/therapist. It is unclear whether chiropractors can claim core team member status. Further exploration of this interesting context of IPP practice is warranted.

scholarly journals The Professional Contribution of Chiropractors to Danish elite football clubs: A qualitative exploration of role and perceived value in an interprofessional service provision context.

2020 ◽  
Author(s):  
Joachim Hostrup ◽  
Anders Koza ◽  
Corrie Myburgh
Keyword(s):  
Health Care ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Health Care Team ◽  
Care Team ◽  
Individual Interviews ◽  
Football Clubs ◽  
Health Care Service Providers

Abstract Background: Interprofessional team-based care has been widely adopted in elite level athletic health and performance practice. Although chiropractors can claim some penetration as health care service providers in high level sport, their position as valued members of interprofessional health care teams, especially those built around traditional medical organisational structures, is unclear. As a first step to map the professional practice landscape of Danish sports chiropractors, this investigation sought to explore the perceived role and value of chiropractors as service providers in elite Danish football clubs. Methods: A comparative qualitative case study using semi-structured individual interviews was conducted. Six Danish Superliga clubs were purposively sampled to compare and contrast instances where chiropractors were absent from the health care team, contracted as in-house health care team members or engaged as external service providers. Triangulated responses were solicited from healthcare co-ordinators, chiropractors and athletes within each club’s organisation through short semi-structured individual interviews. The audio-recorded responses were transcribed verbatim and thematically analysed using a framework approach. Results: Inductive and deductive coding revealed 14 unique codes, which were further organised into 4 code families relating to the role of chiropractors, benefits of utilizing chiropractic care and facilitators and barriers to interprofessional practice. From this framework 3 themes were abstracted, these being: “Broadening horizons”, “In-house preferred to take-away” and “Already covered, or even necessary?”. Conclusion: In this practice context, chiropractors fill the role of musculoskeletal health care service providers. Their perceived value stems from additional expert disciplinary knowledge, improved diagnostic triage and increased treatment flexibility. However, where not utilized, the role of the spinal health expert is questioned and when acknowledged, limited to that of a technician/therapist. It is unclear whether chiropractors can claim core team member status. Further exploration of this interesting context of interprofessional practice is warranted.

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.

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 Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

2019 ◽  
Vol 16 (23) ◽  
pp. 4736 ◽  
Author(s):  
Arif Jameel ◽  
Muhammad Asif ◽  
Abid Hussain ◽  
Jinsoo Hwang ◽  
Mussawar Hussain Bukhari ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Care Service ◽  
Health Care Service ◽  
Equation Modeling ◽  
Mediating Role ◽  
The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

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