Aggression at the service delivery interface: Do you see what I see?

2008 ◽  
Vol 14 (2) ◽  
pp. 180-192 ◽  
Author(s):  
Loraleigh Keashly ◽  
Joel H Neuman
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Service Providers ◽  
Temporal Dynamics ◽  
Healthcare Services ◽  
Department Of Veterans Affairs ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Research Attention ◽  
Us Military

AbstractAggression at the service delivery interface (the point of contact between service provider and service recipient) has become a focus of much recent research attention. However, much of what we know is based on cross-sectional survey data – which tells us little about the underlying dynamics within specific aggressive incidents. Further, these data are often collected from the perspective of the service provider alone. For this study, we focused on specific hostile interactions during the delivery of healthcare services and gathered data from the perspectives of service providers and service recipients. Drawing on interviews with US Department of Veterans Affairs (VA) staff and US military veterans, we categorised and compared each party's attributions for the initiation of hostile (unpleasant) encounters. We found that staff and veterans had different perspectives on the nature of precipitating factors and that the initial attribution for the event was linked to differences in subsequent responding. These findings are discussed in terms of their insight into the temporal dynamics of aggressive events and their implications for the prevention and management of hostility at the service delivery interface.

Aggression at the service delivery interface: Do you see what I see?

2008 ◽  
Vol 14 (2) ◽  
pp. 180-192 ◽  
Author(s):  
Loraleigh Keashly ◽  
Joel H Neuman
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Service Providers ◽  
Temporal Dynamics ◽  
Healthcare Services ◽  
Department Of Veterans Affairs ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Research Attention ◽  
Us Military

AbstractAggression at the service delivery interface (the point of contact between service provider and service recipient) has become a focus of much recent research attention. However, much of what we know is based on cross-sectional survey data – which tells us little about the underlying dynamics within specific aggressive incidents. Further, these data are often collected from the perspective of the service provider alone. For this study, we focused on specific hostile interactions during the delivery of healthcare services and gathered data from the perspectives of service providers and service recipients. Drawing on interviews with US Department of Veterans Affairs (VA) staff and US military veterans, we categorised and compared each party's attributions for the initiation of hostile (unpleasant) encounters. We found that staff and veterans had different perspectives on the nature of precipitating factors and that the initial attribution for the event was linked to differences in subsequent responding. These findings are discussed in terms of their insight into the temporal dynamics of aggressive events and their implications for the prevention and management of hostility at the service delivery interface.

Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery

2021 ◽  
Vol 12 (1) ◽  
pp. 111-126
Author(s):  
Shefali Srivastava
Keyword(s):  
Technology Integration ◽  
Service Delivery ◽  
Structural Equation ◽  
Service Providers ◽  
Healthcare Services ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Internal Customer ◽  
Organizational Orientation

The paper identifies the enablers of value co-creation (VCC) in the healthcare context which in result enhances service delivery capability. A 45-item questionnaire was circulated among service providers in the healthcare system, including doctors, nurses, and system staff all over India. A cross-sectional research design was used to assess the research's framework. A total of 294 valid responses were received. Validity and reliability analyses were performed using SPSSv23 and AMOSv22, and the hypotheses were tested using structural equation modeling. Results reveal that organizational orientation, technology integration and internal service quality (ISQ) are the enablers of value co-creation in healthcare services context from the internal customer perspective. Future researchers may explore the inter-relationships among the enablers of VCC process. The study provides practitioners with suggestions to facilitate service delivery capability by leveraging organizational orientation, technology integration, and ISQ in the VCC process.

scholarly journals Enhancing Customer Retention through Electronic Service Delivery Channels in the Nigerian Banking Industry

2017 ◽  
Vol 8 (5) ◽  
pp. 57
Author(s):  
A. P. Olannye ◽  
S. E. Dedekuma ◽  
E. H. Ndugbe
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Banking Industry ◽  
Design Method ◽  
Customer Retention ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Internet Service ◽  
Electronic Service ◽  
Nigerian Banking

Successful customer retention consists of more than just giving the customer what they expect. Electronic service delivery channels have become a means through which banks achieve their objectives of business renewal and providing effective and efficient services. The main objective of this study is to examine the effect of electronic service delivery channels on customer retention in the Nigerian banking industry. The study made use of a sample of 235 employees from some selected banks in Asaba Metropolis in Delta State, Nigeria. Cross sectional survey research design method was adopted, and the statistical tools used comprised simple percentage, correlation and multiple regression analysis. Findings showed that point of sales service exhibited the relatively highest positive effect on customer retention. It was also revealed that online banking service, point of sales service and mobile banking have significant relationships with customer retention. The study concluded that the demand for POS technology seems currently high, however banks are now taping into this opportunity by making POS available at all times, so as to reduce queuing time in the bank and give customers convenience and control. It is therefore recommended that banks should collaborate with internet service providers because it will enable banks to better control quality of service as well as enhance user’s accessibility.

scholarly journals Factors Influencing Patient Satisfaction with Healthcare Services Offered in Selected Public Hospitals in Bulawayo, Zimbabwe

2021 ◽  
Vol 14 (1) ◽  
pp. 181-188
Author(s):  
Content P. Nyakutombwa ◽  
Wilfred N. Nunu ◽  
Nicholas Mudonhi ◽  
Nomathemba Sibanda
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Providers ◽  
Waiting Times ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Outpatient Services ◽  
Cross Sectional Survey ◽  
Health Service Provider ◽  
Cross Sectional

Introduction: Patient satisfaction with health care services is vital in establishing gaps to be improved, notably in public health facilities utilised by the majority in Low and Middle-Income Countries. This study assessed factors that influenced patient satisfaction with United Bulawayo Hospitals and Mpilo Hospital services in Bulawayo in Zimbabwe. Methods: A cross-sectional survey was conducted on 99 randomly selected respondents in two tertiary hospitals in Bulawayo. Chi-squared tests were employed to determine associations between different demographic characteristics and patient satisfaction with various services they received. Multiple Stepwise Linear regression was conducted to assess the strength of the association between different variables. Results: Most of the participants who took part in the study were males in both selected hospitals. It was generally observed that patients were satisfied with these facilities' services, symbolised by over 50% satisfaction. However, patients at Mpilo were overall more satisfied than those at United Bulawayo Hospitals. Variables “received speciality services,” “average waiting times,” and “drugs being issued on time” were significant contributors to different levels of satisfaction observed between Mpilo and United Bulawayo Hospitals. Conclusion: Generally, patients are satisfied with the services and interactions with the health service providers at United Bulawayo Hospitals and Mpilo Hospitals. However, patients at Mpilo were more satisfied than those at United Bulawayo Hospitals. There is generally a need to improve pharmaceutical services, outpatient services, and interaction with health service provider services to attain the highest levels of patient satisfaction.

scholarly journals Rural Voices on Quality of Service Delivery in Community-Based Health Planning and Services in the Wassa-Amenfi West District, Ghana

2021 ◽  
Author(s):  
David Naya Zuure ◽  
Sarah Nsowah ◽  
James Gbandan Konzabre
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Health Care Providers ◽  
Service Providers ◽  
Health Planning ◽  
Care Providers ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
The Future

The study sought to establish respondents’ views on the attitude of health care providers, perceptions of the quality of medical services provided and indications on the future use of CHPS compound in the Wassa-Amenfi West District. The study employed the cross-sectional survey design within the quantitative research paradigm. Questionnaire was administered to one hundred and fifty community members and analysis was done through frequencies and percentages. The study concluded that respondents had positive views on the attitude of health service providers in the CHPS compound. They were also satisfied with the quality of service delivery at the CHPS compound. Respondents were willing to visit and recommend family members and friends to the facility in the future to access healthcare. It was therefore recommended that medicines and health information should be made available at the compound to enhance quality health delivery at the grass root.

scholarly journals Food insecurity among veterans of the US wars in Iraq and Afghanistan

2014 ◽  
Vol 18 (5) ◽  
pp. 844-849 ◽  
Author(s):  
Rachel Widome ◽  
Agnes Jensen ◽  
Ann Bangerter ◽  
Steven S Fu
Keyword(s):  
Food Security ◽  
Food Insecurity ◽  
Short Form ◽  
Household Food Security ◽  
Department Of Veterans Affairs ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Us Military ◽  
The Us ◽  
Sufficient Food

AbstractObjectiveFood insecurity, or lack of access to sufficient food for a healthful lifestyle, has been associated with many aspects of poor health. While the economic struggles among veterans of the wars in Iraq and Afghanistan have been documented, it is unknown how commonly this population struggles to afford food. Our purpose was to document the prevalence and correlates of food insecurity among US veterans of the wars in Iraq and Afghanistan.DesignA cross-sectional survey.SubjectsUS military veterans who had served in the wars in Iraq and Afghanistan since October 2001.SettingSubjects responded to a survey mailed to them in summer 2012. Food security was measured by the US Household Food Security Module: Six Item Short Form. Demographic and behavioural health items were also included. Survey data were matched to medical record data from the Department of Veterans Affairs.ResultsOver one in four veterans reported past-year food insecurity with 12 % reporting very low food security. Food-insecure veterans tended to be younger, not married/partnered, living in households with more children, earning lower incomes, had a lower final military pay grade, were more likely to use tobacco, reported more frequent binge drinking and slept less, compared with those who were food secure (P<0·05 for all associations listed).ConclusionsPreviously undocumented, the problem of hunger among our newest veterans deserves attention.

Evaluation of an Online System for Routine Outcome Monitoring: A Cross-Sectional Survey (Preprint)

2021 ◽  
Author(s):  
Deanna Wiebe ◽  
Pria Nippak ◽  
Julien Meyer ◽  
Shannon Remers
Keyword(s):  
Mental Health ◽  
Outcome Measures ◽  
Service Providers ◽  
Routine Outcome Monitoring ◽  
Completion Rates ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Online System ◽  
Health Service Providers ◽  
Outcome Monitoring

BACKGROUND The use of Routine Outcome Monitoring (ROM) in the treatment of mental health has emerged as a method of improving psychotherapy treatment outcomes. Despite this, very few clinicians regularly use ROM in clinical practice. Online ROM has been suggested as a solution to increase adoption. OBJECTIVE To identify the influence of moving ROM online on client completion rates of self-reported outcome measures and to identify implementation and utilization barriers to online ROM by assessing clinicians’ views on their experience utilizing the online system over previous paper-based methods. METHODS Client completion rates of self-reported outcome measures were compared pre and post implementation of an online system of ROM. In addition, a survey questionnaire was administered to 340 mental health service providers regarding their perception of benefits with an online system of ROM. RESULTS Client completion rates of self-reported measures increased from 15% to 54% after moving online. Fifty-eight% of service providers found the new system less time consuming than previous paper-based ROM and 64% found that it helped monitor clients. However, the perceived value of the system remains in doubt as only 23% found it helped them identify clients at risk for treatment failure, and only 18% found it strengthened the therapeutic alliance. CONCLUSIONS Although the current study suggests mixed results regarding service providers’ views on their experience using an online system for ROM, it has identified barriers and challenges that are actionable for improvement.

The Risk of Catastrophic Health Expenditures Due to Direct Non-Medical Costs in Patients: A Study of the Outpatients in Qazvin, Iran

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Saeed Asefzadeh ◽  
Bahman Ahadi Nezhad ◽  
Saeed Norouzi
Keyword(s):  
Health Expenditures ◽  
Medical Costs ◽  
Healthcare Services ◽  
Disease Diagnosis ◽  
Cross Sectional Survey ◽  
Diagnostic Laboratory ◽  
Cross Sectional ◽  
Out Of Pocket Payments ◽  
Catastrophic Health Expenditures ◽  
Catastrophic Expenditures

Background: Out-of-pocket payment encompasses the costs that patients pay for healthcare services, which is an inefficient approach to healthcare financing as it may lead to poverty. Objectives: The present study aimed to determine the risk of catastrophic health expenditures due to non-medical costs in the outpatients in Qazvin, Iran. Methods: This cross-sectional survey was conducted on 341 outpatients referring to the internists of Velayat Hospital and Bu-Ali Sina Hospital in Qazvin. The required data were collected using a researcher-made questionnaire and the prescriptions of the patients. Out-of-pocket payments were defined as the direct medical and non-medical costs within one month. Results: The mean out-of-pocket payments of the patients in one month was 49.97 dollars, 75.8% of which covered direct medical cost (disease diagnosis and treatment), and 24.2% covered direct non-medical costs to receive health services. The highest out-of-pocket payments were for diagnostic/laboratory tests (50.3%), medications (21.5%), and transportation (18.2%). In addition, the exposure rate to catastrophic expenditures was estimated at 31%, and the patients with lower income had less exposure compared to those without incomes. Conclusions: According to the results, direct non-medical costs were associated with the increased out-of-pocket payments of the patients, which in turn led to the higher rates of catastrophic expenditures.

Relationship between the Responsiveness of Service Providers with Patient Satisfaction at Three Conventional Radiography Services in Denpasar

2016 ◽  
pp. 75
Author(s):  
Cokorda Istri Ariwidyastuti ◽  
P.P. Januraga ◽  
Dyah Pradnyaparamita Duarsa
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Univariate Analysis ◽  
Conventional Radiography ◽  
Cross Sectional Survey ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test ◽  
The Relationship

Background and purpose: Patient satisfaction, including on radiography services, is an important component of health care provision. Surveys on patient satisfaction have been carried out particularly in government hospitals, but a more detailed study to determine the relationship between patient satisfaction with the responsiveness of service providers has yet to be carried out. This study aims to determine the relationship between the six domains of responsiveness of service providers and outpatient satisfaction at three conventional radiography facilities in Denpasar.Methods: Study was conducted by cross-sectional survey of 158 respondents selected consecutively in three conventional radiography services, namely a government hospital, a private hospital and a private radiology clinic. Data were collected through interviews using modified questionnaires on responsiveness from WHO. Data were analyzed by univariate, bivariate (chi-square test) and multivariate logistic regression method.Results: Univariate analysis indicated that patient satisfaction was 69% but still below the minimum service standards (>80,0%). Multivariate analysis showed that factors associated with satisfaction were the domain of attention (AOR= 3.77; 95%CI: 1.62-8.76), the quality of infrastructure (AOR=4.57; 95%CI: 1.61-12.93) and communication (AOR=6.30; 95%CI: 1.75-22.64).Conclusion: Patient satisfaction was generally still below the standard. Domains of responsiveness associated with patient satisfaction were the quality of infrastructure, level of attention and communication skills of service providers.

scholarly journals Challenges Faced by Devolved Governance in Quality Service Delivery: A Case Study of Turkana Central Sub-county, Turkana County, Kenya

2017 ◽  
Vol 7 (4) ◽  
pp. 87
Author(s):  
James K. Sirite ◽  
Henry Ongori ◽  
Darius Bosire
Keyword(s):  
Service Delivery ◽  
Survey Design ◽  
Quality Service ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
County Governments ◽  
Policy Makers ◽  
To Come

The purpose of this study was to identify the challenges faced in quality service delivery to Turkana Central Sub-county citizens of Turkana County. The study used cross-sectional survey design. The sample size selected for the study was 261.  Data was collected using questionnaires and interview guides. Data was analyzed by descriptive statistics and presented in tables and figures for ease interpretation. The major findings of the study show that devolved governance faces some challenges. For instance the devolved governance is faced with corruption, lack of transparency and accountability and inadequate funds. This adversely   affects quality service delivery to its citizens. The findings of the study would inspire policy makers at the county and national government level to come up with appropriate strategies to mitigate the challenges identified in order to improve the quality of services offered by the county governments.

Sign in / Sign up

Export Citation Format

Share Document