scholarly journals Impact of Effective Communication on the Quality of Excellent Service and Patient Satisfaction in the Outpatient Department

2021 ◽  
Author(s):  
Dwi Ratna Sari ◽  
Dhian Kartikasari ◽  
Nurnaningsih Herya Ulfah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Literature Review ◽  
Communication Skills ◽  
Effective Communication ◽  
Communication Training ◽  
Excellent Service ◽  
Outpatient Departments ◽  
The Impact

Effective communication is crucial to support nurses in providing excellent service, including a caring attitude towards patients to help facilitate their needs and to realize patient satisfaction. The purpose of this literature review was to describe the impact of effective communication on the improvement of the quality of excellent service and patient satisfaction in outpatient departments. This review was conducted by searching published articles on Google with selected keywords including “effective communication,” “excellent service” and “patient satisfaction.” The search was limited to publications between 2009 and 2019. The result of the study showed that effective communication can significantly impact the improvement of excellent service quality, thereby increasing patient satisfaction with the health care they receive. The study recommends a collaboration between the HR and the Head of Nursing to conduct effective communication training. Nurses are expected to be able to improve their effective communication skills with patients, and further studies are needed to dig deeper into the impact of effective communication on improving the quality of excellent service and patient satisfaction. Keywords: effective communication, excellent service patient satisfaction

scholarly journals The Effect of Ethiopia’s Community-Based Health Insurance Scheme on Revenues and Quality of Care

2020 ◽  
Vol 17 (22) ◽  
pp. 8558
Author(s):  
Zemzem Shigute ◽  
Anagaw D. Mebratie ◽  
Robert Sparrow ◽  
Getnet Alemu ◽  
Arjun S. Bedi
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Health Insurance ◽  
Access To Health Care ◽  
Sub Saharan Africa ◽  
Community Based ◽  
Community Based Health Insurance ◽  
The Impact

Ethiopia’s Community-Based Health Insurance (CBHI) scheme was established with the objectives of enhancing access to health care, reducing out-of-pocket expenditure (OOP), mobilizing financial resources and enhancing the quality of health care. Previous analyses have shown that the scheme has enhanced health care access and led to reductions in OOP. This paper examines the impact of the scheme on health facility revenues and quality of care. This paper relies on a difference-in-differences approach applied to both panel and cross-section data. We find that CBHI-affiliated facilities experience a 111% increase in annual outpatient visits and annual revenues increase by 47%. Increased revenues are used to ameliorate drug shortages. These increases have translated into enhanced patient satisfaction. Patient satisfaction increased by 11 percentage points. Despite the increase in patient volume, there is no discernible increase in waiting time to see medical professionals. These results and the relatively high levels of CBHI enrollment suggest that the Ethiopian CBHI has been able to successfully negotiate the main stumbling block—that is, the poor quality of care—which has plagued similar CBHI schemes in Sub-Saharan Africa.

The Impact of Mass Gatherings on Emergency Department Patient Presentations with Communicable Diseases Related to Syndromic Indicators: An Integrative Review

2020 ◽  
Vol 35 (2) ◽  
pp. 206-211 ◽  
Author(s):  
Yunjing (Shirley) Qiu ◽  
Julia Crilly ◽  
Peta-Anne Zimmerman ◽  
Jamie Ranse
Keyword(s):  
Health Care ◽  
Literature Review ◽  
Local Community ◽  
Assessment Tool ◽  
Average Rate ◽  
Communicable Diseases ◽  
Gastrointestinal Infections ◽  
Number Of Patients ◽  
The Impact

AbstractBackground:Mass-gathering events (MGEs) are commonly associated with a higher than average rate of morbidity. Spectators, workers, and the substantial number of MGE attendees can increase the spread of communicable diseases. During an MGE, emergency departments (EDs) play an important role in offering health care services to both residents of the local community and event attendees. Syndromic indicators (SIs) are widely used in an ED surveillance system for early detection of communicable diseases.Aim:This literature review aimed to develop an understanding of the effect of MGEs on ED patient presentations with communicable diseases and their corresponding SIs.Method:An integrative literature review methodology was used. Online databases were searched to retrieve relevant academic articles that focused on MGEs, EDs, and SIs. Inclusion/exclusion criteria were applied to screen articles. The Standard Quality Assessment Criteria for Evaluating Primary Research (QualSyst) assessment tool was used to assess the quality of included papers.Results:Eleven papers were included in this review; all discussed the impact of an MGE on patient presentations with communicable diseases at EDs/hospitals. Most included studies used the raw number of patients who presented or were admitted to EDs/hospitals to determine impact. Further, the majority of studies focused on either respiratory infections (n = 4) or gastrointestinal infections (n = 2); two articles reported on both. Eight articles mentioned SIs; however, such information was limited. The quality of evidence (using QualSyst) ranged from 50% to 90%.Conclusions:Limited research exists on the impact of MGEs on ED presentations with communicable diseases and related SIs. Recommendations for future MGE studies include assessing differences in ED presentations with communicable diseases regarding demographics, clinical characteristics, and outcomes before, during, and after the event. This would benefit health care workers and researchers by offering more comprehensive knowledge for application into practice.

scholarly journals Sustainability of Health Institutions: The Impact of Service Quality and Patient Satisfaction on Loyalty

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Antoinette Asabea Addo ◽  
Wenxin Wang ◽  
Alex Boadi Dankyi ◽  
Olivier Joseph Abban ◽  
Geoffrey Bentum-Micah
Keyword(s):  
Health Care ◽  
Quality Of Service ◽  
Patient Satisfaction ◽  
Structural Equation ◽  
Care Facility ◽  
Medical Personnel ◽  
Equation Modeling ◽  
Patient Loyalty ◽  
The Impact

Patient satisfaction is considered one of the preferred outcomes in health care as it is directly related to the re-use of health services as well as the success and sustainability of the health care facility. The purpose of this study was to examine and analyze the effect of the quality of services rendered by medical personnel on patient loyalty via the mediating influence of patient satisfaction. The study was designed using a cross-sectional questionnaire to collect data. 2372 outpatients were selected by simple random sampling. The data analysis method employed to test the hypotheses was the Structural Equation Modeling (SEM). The results showed that the quality of service rendered by the medical personnel has a positive association with patient satisfaction. Again, the higher the level of patient satisfaction, the higher the level of patient loyalty to medical services. Finally, the results of the indirect test supported the hypothesis that the quality of service of medical personnel has a positive effect on patient loyalty via the mediating influence of patient satisfaction.  

scholarly journals Pelatihan Komunikasi Efektif dalam meningkatkan Pelayanan Prima di Instansi Pemerintahan Provinsi Jawa Barat

2020 ◽  
Vol 4 (4) ◽  
Author(s):  
Maulana Rezi Ramadhana ◽  
Ratih Hasanah Sudrajat
Keyword(s):  
Customer Service ◽  
Effective Communication ◽  
Communication Training ◽  
Provincial Government ◽  
Service Unit ◽  
Service Community ◽  
Excellent Service ◽  
Before And After ◽  
Service Agencies

Ineffective communication will affect the quality of a service, because it is related to the speed and accuracy of information that affects public trust. This issue is a focus on the customer service units of service agencies in the West Java provincial government, so it is necessary to increase the capacity of communication directed at excellent service. Community service activities through this form of effective communication training involve twenty-one employees of the customer service unit. Analyze training effectiveness by using score measurements before and after treatment, and needs response surveys are used to assess the usefulness of the training. The results of the training carried out showed a significant increase in scores between before and after the effective communication training, and the training received a positive response. Associated with the results of the training achieved is expected to have an impact on improving the quality of excellent service.

scholarly journals Quality of Life (QoL) among Health Care Workers with Diabetes Mellitus: A Literature Review

2021 ◽  
Vol 11 (4) ◽  
pp. 801-826
Author(s):  
Warda Alamri ◽  
Aisha Alhofaian ◽  
Nahed Mersal
Keyword(s):  
Quality Of Life ◽  
Diabetes Mellitus ◽  
Health Care ◽  
Literature Review ◽  
Health Care System ◽  
Health Care Workers ◽  
Care Workers ◽  
The Impact ◽  
Care System

Objective: This scoping literature review explores the impact of diabetes mellitus (DM) on the health-related quality of life (HRQoL) of health care workers (HCWs). HCWs play a vital role in the global health care system, with the COVID-19 pandemic demonstrating their effectiveness and worth beyond any doubt. However, HCWs are among the most vulnerable members of the health care system because they are most susceptible to stress, exhaustion, and occupational health risks. Method: The review was conducted in 2021 and included articles published in English in the past five years that explore diabetic HCWs’ QoL and studies intended to assess the relationship between work stress and DM. In total, 27 relevant articles were found that satisfied the inclusion criteria and were critically and thematically analyzed. Results: Most DM studies have focused on the clinical management of patients, but researchers have paid little attention to the high-risk group of HCWs with diabetes. In addition to fulfilling their job mandate, HCWs are burdened with various sociological stressors that affect their QoL. Conclusion: This literature review suggests DM has a significant impact on QoL in the work–life context. However, there is limited evidence to demonstrate the impact of DM on the QoL of HCWs. Thus, further research is needed in this area to improve the provision of integrated care.

scholarly journals Corporate governance and the environment in the health sector: Systematic literature review

2020 ◽  
Vol 9 (2) ◽  
pp. 8-33
Author(s):  
Isabel Cristina Panziera Marques ◽  
Zélia Maria da Silva Serrasqueiro Teixeira ◽  
Fernanda Maria Duarte Nogueira
Keyword(s):  
Health Care ◽  
Corporate Governance ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Quality Of Health Care ◽  
Health Sector ◽  
Research Trend ◽  
Future Research ◽  
The Impact

This study aims to explore the different forms of corporate governance in the health sector, how they interact, and analyze the emerging research trend through a systematic literature review (SLR) in the period 2015-2019. The Scopus and ISI Web of Science databases were used to select the 167 articles analyzed. The coverage of corporate governance research was centred on adapting the PRISMA analysis, highlighting the environment which corporate governance belongs to and analysis of the co-occurrence of the keywords used in the studies. Through Grounded theory, a conceptual model was developed, emphasizing the main attributes that influence governance at the macro-, meso- and micro-levels, in the health area, and raising a future agenda for future research in this area: (1) quality of health care, (2) corporate social responsibility in health, (3) health risk management and (4) global health governance. The results of this research aim to guide governments towards emerging regulatory trends, warning about the risks of the impact of corporate governance on health, or the lack of it, on the quality of services. Analysis of the quality of health care is intrinsically related to the environment, although this aspect has received little attention from researchers.

scholarly journals Unhealthy Communication: Health Care Communication Between Majority and Minority Cultural Groups

2020 ◽  
Vol 4 (1) ◽  
Author(s):  
Adiki Puplampu
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Literature Review ◽  
Effective Communication ◽  
Power Relationship ◽  
Cultural Groups ◽  
Cultural Backgrounds ◽  
Medical Communication ◽  
Health Care Communication ◽  
Power Differentials

Effective communication is important in almost every aspect of life. Within the medical setting, effective communication is paramount because the consequences of miscommunication can be deadly. In health care contexts interpersonal communication is not only affected by the nature of the interaction but also the power differentials between the people participating. The purpose of this paper is to examine how health care communication is affected by power dynamics. Specifically, it will look at the communication between majority-culture doctors and minority patients in order to advance the following argument: the asymmetrical power relationship between doctors and patients is exacerbated when doctors are from majority cultural backgrounds and patients are from minority cultural backgrounds, this is problematic because communication within a medical context is important for patient satisfaction, recall of information, and outcomes. Following the introduction, the literature review explores some of the trends in medical communication literature; these trends include discussions in the literature about the variables and behaviours that affect doctor-patient communication and the critical approach of research done on intercultural medical communication. The section after the literature review establishes that power gaps exist between doctors and patients as well as majority and minority cultural groups. The following paragraphs discuss the negative effects these power differentials have on the intercultural communication between patients and doctors when it comes to patient satisfaction, information recall, and outcomes, before coming to the conclusion that without clear expressions of their communicative differences the communication between these two groups will be compromised.  

scholarly journals Who needs patient satisfaction surveys? Perspectives of Polish doctors, nurses, and patients

2015 ◽  
Vol 125 (2) ◽  
pp. 72-76
Author(s):  
Ludmiła Marcinowicz ◽  
Renata Sierżantowicz ◽  
Agnieszka Dudzik ◽  
Jolanta Sawicka-Powierza ◽  
Zbysław Grajek ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Health Care Providers ◽  
Quality Of Health Care ◽  
Care Delivery ◽  
Care Providers ◽  
The Impact ◽  
Satisfaction Surveys

Abstract Introduction. Patient satisfaction surveys are still popular tools for obtaining feedback on the quality of health care. Nonetheless, there is a paucity of data to indicate whether health care providers even want patients to assess the quality of care delivered. Neither it is certain whether patients are interested in participating in such surveys. Aim. To present and compare the perspectives of doctors, nurses, and patients on the validity of health care customer satisfaction surveys. Material and methods. A cross-sectional survey design was used. The questionnaires were administered to doctors, nurses and patients in three hospitals of different sizes (small, medium, and large), all in the north-east of Poland. Each sample group was given 200 questionnaires; responses were received from 95 doctors (47.5%), 190 nurses (95%), and 182 patients (91%), and included in the final analyses. Results. Most respondents (doctors - 64.2%; nurses - 61.6%; patients - 87.4%) answered ‘Yes’ to the question ‘Do you think that patients should evaluate the quality of health care?’ Analysis of data allowed to identify the following main reasons why patients should evaluate the quality of health care: 1. to enhance the quality of care; 2. to recognise patients as evaluators; 3. to motivate providers to work more efficiently; and 4. to emphasise the impact of evaluation on a core value, i.e. health. Doctors and nurses outlined reasons why they did not advocate conducting patient satisfaction surveys: satisfaction surveys are redundant; negative evaluations; unwillingness to be evaluated by patients; satisfaction surveys hamper effective work with patients; surveys are not objective; survey results are not communicated to providers. Conclusions. Patient satisfaction surveys are desirable tools for evaluating the quality of health care delivery despite the fact that they frequently raise concerns amongst providers and patients. There is, therefore, a definite need for providers to experience the benefits of measuring patient satisfaction. Another important practical implication is that patients need to be convinced that their opinions do matter and contribute to improving the quality of services.

scholarly journals Health information exchange in the wild: the association between organizational capability and perceived utility of clinical event notifications in ambulatory and community care

2016 ◽  
Vol 24 (1) ◽  
pp. 39-46 ◽  
Author(s):  
Joshua R Vest ◽  
Jessica S Ancker
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Health Information ◽  
Information Quality ◽  
Clinical Event ◽  
Organizational Capability ◽  
Event Notification ◽  
The Impact

Objective: Event notifications are real-time, electronic, automatic alerts to providers of their patients’ health care encounters at other facilities. Our objective was to examine the effects of organizational capability and related social/organizational issues upon users’ perceptions of the impact of event notifications on quality, efficiency, and satisfaction. Materials and methods: We surveyed representatives (n = 49) of 10 organizations subscribing to the Bronx Regional Health Information Organization’s event notification services about organizational capabilities, notification information quality, perceived usage, perceived impact, and organizational and respondent characteristics. The response rate was 89%. Average item scores were used to create an individual domain summary score. The association between the impact of event notifications and organizational characteristics was modeled using random-intercept logistic regression models. Results: Respondents estimated that organizations followed up on the majority (83%) of event notifications. Supportive organizational policies were associated with the perception that event notifications improved quality of care (odds ratio [OR] = 2.12; 95% CI, = 1.05, 4.45), efficiency (OR = 2.06; 95% CI = 1.00, 4.21), and patient satisfaction (OR = 2.56; 95% CI = 1.13, 5.81). Higher quality of event notification information was also associated with a perceived positive impact on quality of care (OR = 2.84; 95% CI = 1.31, 6.12), efficiency (OR = 3.04; 95% CI = 1.38, 6.69), and patient satisfaction (OR = 2.96; 95% CI = 1.25, 7.03). Conclusions: Health care organizations with appropriate processes, workflows, and staff may be better positioned to use event notifications. Additionally, information quality remains critical in users’ assessments and perceptions.

Improving Communication Skills in Health Care

2013 ◽  
Vol 20 (3) ◽  
pp. 109-117
Author(s):  
Lynda Katz Wilner ◽  
Marjorie Feinstein-Whittaker
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Communication Skills ◽  
Health Care Professionals ◽  
Skills Training ◽  
International Medical Graduate ◽  
Medical Graduate ◽  
Health Care Environment ◽  
Medical Interpreters ◽  
Accent Modification

Hospital reimbursements are linked to patient satisfaction surveys, which are directly related to interpersonal communication between provider and patient. In today’s health care environment, interactions are challenged by diversity — Limited English proficient (LEP) patients, medical interpreters, International Medical Graduate (IMG) physicians, nurses, and support staff. Accent modification training for health care professionals can improve patient satisfaction and reduce adverse events. Surveys were conducted with medical interpreters and trainers of medical interpreting programs to determine the existence and support for communication skills training, particularly accent modification, for interpreters and non-native English speaking medical professionals. Results of preliminary surveys suggest the need for these comprehensive services. 60.8% believed a heavy accent, poor diction, or a different dialect contributed to medical errors or miscommunication by a moderate to significant degree. Communication programs should also include cultural competency training to optimize patient care outcomes. Examples of strategies for training are included.

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