Le relazioni con il pubblico nelle Aziende Ospedaliere: un'area di intervento precipua per il sociologo. Obiettivi e metodi

2009 ◽  
pp. 103-115
Author(s):  
Giovanna Natalucci
Keyword(s):  
Focus Group ◽  
Social Research ◽  
Care Service ◽  
Health Care Service ◽  
Internal Communication ◽  
Service Needs ◽  
Quality Review ◽  
New Methods ◽  
Personal Experiences ◽  
The Relationship

- The complexity of the Health-Care Service needs new methods and operational techniques borrowed from social research to find better ways to develop the relationship with citizens. The sociologist develops an effective action to facilitate the internal communication and acts as a mediator among the different professional skills. A consistent use of "focus group" permits to compare professional and personal experiences and to find out the best organizational/operational solutions starting from the customer's opinions.Keywords: focus group, rights of citizens, contentious prevention, quality review, communication, URP.Parole chiave: focus group, diritti dei cittadini, prevenzione del contenzioso, revisione della qualitÀ, comunicazione, URP.

scholarly journals HUBUNGAN ANTARA LIMA DIMENSI MUTU PELAYANAN RAWAT JALAN DENGAN KEPUASAN PASIEN

2020 ◽  
Vol 6 (2) ◽  
pp. 708-715
Author(s):  
Mokh. Firman Ismana
Keyword(s):  
Health Care ◽  
Care Service ◽  
Health Care Service ◽  
Total Sample ◽  
Chi Square ◽  
Cross Sectional ◽  
Significance Level ◽  
Five Dimensions ◽  
Patient’S Satisfaction ◽  
The Relationship

Kepuasan pasien merupakan merupakan tingkat kepuasan dari persepsi pasien terhadap layanan kesehatan dan merupakan salah satu indikator kinerja. Apabila pasien menunjukan hal – hal yang bagus mengenai layanan kesehatan dan pasien mengindikasikan dengan perilaku yang positif maka akan dapat mengambil kesimpulan bahwa pasien merasa puas terhadap layanan tersebut. Penelitian ini bertujuan untuk mengetahui hubungan antara lima dimensi mutu pelayanan rawat jalan dengan kepuasan pasien di RSUD Arjawinangun Kabupaten Cirebon Tahun 2015. Jenis penelitian deskriptik analitik dengan desain Cross Sectional. Populasi dalam penelitian ini adalah jumlah seluruh pasien yang berobat ke rawat jalan RSUD Arjawinangun pada bulan Januari tahun 2015 sebanyak 9.707 pasien. Jumlah sampel sebanyak 385 pasien yang diambil secara Accidental Sampling. Data dianalisa secara statistic menggunakan uji Chi Square pada tingkat kemaknaan 5% (0,05). Variabel yang diteliti yaitu variabel dependen: kepuasan pasien, variabel independen: Bukti Fisik (Tangibles), Kehandalan (Reliability), Ketanggapan (Responsiveness), Jaminan (Assurance), Dan Empati (Empathy). Hasil penelitian ini menunjukan ada hubungan yang bermakna antara Bukti Fisik (Tangibles) dengan kepuasan pasein (p = 0,034), ada hubungan yang bermakna antara Kehandalan (Reliability) dengan kepuasan pasein (p= 0,000), ada hubungan yang bermakna antara Ketanggapan (Responsiveness) dengan kepuasan pasein ( p= 0,000), ada hubungan yang bermakna antara Jaminan (Assurance) dengan kepuasan pasein (p= 0,000), ada hubungan yang bermakna antara Empati (Empathy) dengan kepuasan pasein (p= 0,000).Kata Kunci: Kepuasan Pasien, Lima dimensi mutu ABSTRACTPatient’s satisfaction is the satisfaction level of the patient’s perception of the health services and is one of the performance indicators. If the patients shows the good things about the health care service and the patients indicated by the positive behavior will be able to infer that patients are satisfied with the health care service. This research aimed to determine the relationship between the five dimensions of quality of outpatient care with patient’s satisfaction in RSUD Arjawinangun Kabupaten Cirebon 2015. The type of this research is descriptive analytic with Cross Sectional Design. Population in this research is the total number of outpatients treated at RSUD Arjawinangun Kabupaten Cirebon through Januari 2015 as many as 9707 patients. The total sample of 385 patients were taken by accidental sampling. Data were analyzed statiscally using Chi-squared test at 5% (0.05) significance level. The dependent variable analyzed in this research is patient’s satisfaction and the Independent variable in this research are Tangibles, Realiability, Responsiveness, Assurance, and Empathy. Judge from the analysis above, we conclude that the result of this research showed the relationship between Tangibles with patient’s satisfaction (p = 0.034). There is relationship between Reliability with patient’s satisfaction (p = 0.00). There is relationship between Responsiveness with patient’s satisfaction (p = 0.00). The relationship between Assurance with patient’s satisfaction is also influence with p = 0.00, and the last of variable, there is relationship between empathy with patient’s satisfaction (p=0.00). The result of this research can be followed up by efforts to improve the Tangibles, Reliability, Responsiveness, Assurance, and Empathy by providing technical training to every officer to increase the ability to carry out the services.Key Word : Patient’s Satisfaction, Five dimensions of  quality

Boosting Job Satisfaction Through Emotional Intelligence: A Study on Health Care Professionals

2021 ◽  
pp. 097206342110352
Author(s):  
Shalini Srivastava ◽  
Richa Misra ◽  
Deepti Pathak ◽  
Poonam Sharma
Keyword(s):  
Job Satisfaction ◽  
Health Care ◽  
Emotional Intelligence ◽  
Health Care Professionals ◽  
Service Industry ◽  
Care Service ◽  
Health Care Service ◽  
Quality Health Care ◽  
Quality Health ◽  
The Relationship

Emotional intelligence (EI) is possibly one of the most studied psychological factors of the twenty-first century. EI is very much relevant in service industry particularly in management, academics, life sciences or psychology. The purpose of the empirical study is to test the relationship between the defined constructs of EI and job satisfaction ( JS) amongst health care professionals of Delhi NCR region of India. It further tried to understand whether gender moderates the EI and JS relationship. Structured survey was used to solicit response from 260 health care professionals comprising doctors and nurses belonging to different hospitals of Delhi NCR region. Standardised instruments were used to assess the data. Linear and moderated regression were used to test hypotheses developed. The findings suggest that EI constructs significantly impact the level of JS among health care professionals. The result of moderated regression suggested that the relationship of EI and JS is significantly moderated by gender. The construct of EI is relevant in providing high quality health care service delivery to the patients.

scholarly journals Presentations to Emergency Departments for COPD: A Time Series Analysis

2016 ◽  
Vol 2016 ◽  
pp. 1-9 ◽  
Author(s):  
Rhonda J. Rosychuk ◽  
Erik Youngson ◽  
Brian H. Rowe
Keyword(s):  
Time Series ◽  
Care Service ◽  
Moving Average ◽  
Health Care Service ◽  
Chronic Obstructive ◽  
Service Needs ◽  
Future Health ◽  
Obstructive Pulmonary Disease ◽  
The North ◽  
Future Health Care

Background. Chronic obstructive pulmonary disease (COPD) is a common respiratory condition characterized by progressive dyspnea and acute exacerbations which may result in emergency department (ED) presentations. This study examines monthly rates of presentations to EDs in one Canadian province.Methods. Presentations for COPD made by individuals aged ≥55 years during April 1999 to March 2011 were extracted from provincial databases. Data included age, sex, and health zone of residence (North, Central, South, and urban). Crude rates were calculated. Seasonal autoregressive integrated moving average (SARIMA) time series models were developed.Results. ED presentations for COPD totalled 188,824 and the monthly rate of presentation remained relatively stable (from 197.7 to 232.6 per 100,000). Males and seniors (≥65 years) comprised 52.2% and 73.7% of presentations, respectively. The ARIMA1,0,0×1,0,112model was appropriate for the overall rate of presentations and for each sex and seniors. Zone specific models showed relatively stable or decreasing rates; the North zone had an increasing trend.Conclusions. ED presentation rates for COPD have been relatively stable in Alberta during the past decade. However, their increases in northern regions deserve further exploration. The SARIMA models quantified the temporal patterns and can help planning future health care service needs.

scholarly journals The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

2020 ◽  
Vol 13 (3) ◽  
pp. 234
Author(s):  
Victor Pratama ◽  
Sri Hartini
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Patient Loyalty ◽  
Mother And Child ◽  
Child Hospital ◽  
Perception Of Health ◽  
The Relationship

This article aims to study the effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. The researcher tried to identify the effect and relationship of each variable. Data collected through an accidental sampling technique among 50 samples in two hospitals in Surabaya, and the data were analyzed using path analysis. The result suggests that the perception of health care service quality does not significantly have a positive effect on patient loyalty. At the same time, there are significant and positive effects on the relationship between the perception of health care service quality and patient satisfaction. Patient satisfaction significantly has a positive effect on patient loyalty. Furthermore,  patient satisfaction as a mediator variable mediates the relationship between the perception of health care service quality and patient loyalty. These findings emphasize the importance of these aspects to develop a better mother and child hospital.

scholarly journals Management of Devolved Health Services, Democratic Leadership Style and Healthcare Service Delivery in Arid and Semi Arid Lands in Kenya

2019 ◽  
Vol 14 (11) ◽  
pp. 1
Author(s):  
Abdihafid Abdullahi Yarow ◽  
Shadrack Jirma ◽  
Elijah Siringi
Keyword(s):  
Health Services ◽  
Service Delivery ◽  
Leadership Style ◽  
Care Service ◽  
Health Care Service ◽  
Arid Lands ◽  
Democratic Leadership ◽  
The Relationship ◽  
Health Care Service Delivery ◽  
Semi Arid

Devolution was meant to improve efficiency in service delivery in the public healthcare facilities by improving financial allocation, human resource capacity and increasing medical supplies, equipment and health facilities. A glimpse of hope was noted with devolution especially in the ASALs with Mandera undertaking its first caesarean operation since independence and Wajir tripling its maternity facilities within three years. However, 5 years after devolution the neonatal mortality and maternal mortality still remain high. The purpose of this study was to investigate the moderating effect of democratic leadership style on the relationship between management of devolved health services and health-care service delivery in Arid and Semi-Arid Lands in Kenya. This study was guided by fiscal decentralization theory, participation theory and theory of performance improvement, as well as sequential theory of decentralization. This study used a triangulation of both positivism and phenomenology. The population under this study constitute the Sub-Counties in ASAL in Kenya with a sample size of 89 Sub-Counties being sampled and 3 patients from each of the 89 sampled sub counties. Given the findings, did not accept the null hypothesis (H0) and therefore concludes that democratic leadership style has a significant moderating effect on the relationship between management of devolved health services and health-care service delivery in Arid and Semi-Arid Lands in Kenya. Therefore, hospitals management should come up with strategies that can help improve financial resources to fund facilities improvement and purchase of equipment and supplies. These strategies can include seeking for donor funding among others.

Violence, silence, and health service provision in Mexico: An arrangement in parts

2016 ◽  
Vol 15 (5-6) ◽  
pp. 696-704 ◽  
Author(s):  
Laura Vargas
Keyword(s):  
Health Care ◽  
Service Provision ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Field Research ◽  
Health Service Provision ◽  
Care Services ◽  
Different Cultures ◽  
The Relationship

This article explores the journey of a doctoral student conducting field research in Mexico on how violence affects the provision of health care services and health. Mexico has seen a dramatic increase in violence caused by the Drug Wars in the last decade that has spread to many states throughout the country. Using translations, metaphors, and examples from my field research that refer to violence, I explore the complexity of inhabiting different cultures and languages simultaneously as well as my role as a researcher, translator, and interpreter of what remains hidden or silent. In the process, I am pulled in different directions as I learn to adapt in a reflexive process. I explore whether what I have learned in my academic journey is enough to study the relationship between violence and health care service provision. The journey is a reflection on what I have learned about breaking some of the silences around the topic. I discuss the tension of writing this article on a sensitive topic and my responsibility as a researcher, translator, and interpreter of lived experiences. The text is an arrangement, which can be interpreted as a whole (or in parts).

Sign in / Sign up

Export Citation Format

Share Document