scholarly journals Measuring quality and patient satisfaction in healthcare communication with foreign-language speakers

2021 ◽  
Vol 5 ◽  
Author(s):  
Alexander Bischoff
Keyword(s):  
Foreign Language ◽  
Linguistic Diversity ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Mediated Communication ◽  
Professional Interpreter ◽  
Beneficial Impact ◽  
Healthcare Communication ◽  
Potential Impact

Healthcare services face increasing challenges to provide accessible care to an equally increasing diversity ofpatient populations. This is clearly reflected in the linguistic diversity ofpeople living in Switzerland and can be seen mostplainly in the country ’s public hospitals. After a literature review on language barriers in clinical services and the potential impact that interpreters can have in clinical outcomes, we describe how interpreters can be introduced in a primary care setting and how the quality of communication with foreign-language-speaking patients as well as their satisfaction with communication can be improved. Changes in the quality of inter - preter-mediated communication, as rated by the patients themselves, can be monitored and have a beneficial impact on the quality of care. This is important at a time of growing cultural and linguistic diversity in Switzerland and other countries, which requires healthcare systems to implement highquality professional interpreter services that ensure effective communication withforeign-language-speakingpatients.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

scholarly journals Intervention Reading Comprehension Programme in French Language

2021 ◽  
Vol 16 (4) ◽  
pp. 64-73
Author(s):  
Mária Lalinská ◽  
◽  
Jana Hučková ◽  
Silvia Hvozdíková ◽  
◽  
...  
Keyword(s):  
Reading Comprehension ◽  
Foreign Language ◽  
Intervention Program ◽  
Linguistic Diversity ◽  
Language Skills ◽  
Geographical Area ◽  
Foreign Language Learning ◽  
French Language ◽  
Language Competence

One of the priorities of European language policy is to maintain linguistic diversity, cultural identity and, last but not least, to promote effective foreign language learning. French language has a long tradition in the Slovak geographical area, whether in a historical, cultural or economic context. In the educational context over the last decade, however, it has become a second foreign language, which has begun to be reflected in particular in the declining numbers of pupils studying French. Quantitative indicators in the form of statistical yearbooks show a sixty to seventy-five percent decrease in the number of pupils learning French at different levels of education. The lower numbers of lessons, normally allocated for a second foreign language, affects the quality of the knowledge and language skills that the pupil has to acquire in order to be able to communicate at the required level in French. Based on the current position of French language in the Slovak school environment and the requirements that are placed on the language level of students, our goal was to design an effective tool that would take into account the various factors affecting the acquisition of foreign language competence of students in French. The main aim of our contribution is to present to the professional public a tool in the form of an intervention program, which specifically focuses on the development of one of the key language skills included in the Common European Framework of Reference for Languages, namely reading comprehension in French language. The degree of difficulty of its acquisition depends on several factors. The mastery of the linguistic, sociolingual and intercultural specifics typical for French language plays an important role in this process. In a broader sense, however, it is a much more complex process, which is also conditioned by cognitive, social and personality variables. These variables can also be called predictors or factors that significantly affect the understanding of a foreign language text. The overall concept of the intervention program is based on pre-research associated with measuring the level of reading comprehension and determining the predictors affecting students' comprehension of the text. Considering the pre-research carried out to determine the achieved level of pupils in reading comprehension, the proposed intervention program can be regarded as a preventive, but also a corrective tool for the development of language competence in French language. The compilation of an intervention program in the form of ten model intervention units for the development of reading comprehension in French has a precise structure and takes into account the ontogenetic specifics of the target group (third-year students of secondary education). The ambition of the intervention program is to include various possibilities and ways of working with text in French with regard to the development of the relevant predictor, and thus contribute to improve the quality of language education of students and last but not least to be an inspiration for teachers (as well as future teachers) of French language in a new original way.

scholarly journals THE INFLUENCE OF THE EUROPEAN UNION MULTILINGUALISM POLICY ON THE TRAINING OF FOREIGN LANGUAGE TEACHERS IN ROMANIAN UNIVERSITIES

2019 ◽  
Vol 1 (16) ◽  
pp. 75-80
Author(s):  
Larisa Koroliova
Keyword(s):  
European Union ◽  
Foreign Language ◽  
Linguistic Diversity ◽  
Language Education ◽  
Language Teachers ◽  
European Countries ◽  
Foreign Languages ◽  
The European Union ◽  
Foreign Language Teachers

The article highlited the European policy of multilingualism and multiculturalism of language education in European countries. Besides the article also deals with directions of joint activities of countries of the European Area in the organization of training foreign language teachers, the formation of uniform professional qualification standards for determining the professional definition of foreign language teachers, strategies and practical steps for the implementation of projects in the field of training foreign language teachers funded by the European Union and participation of European countries, in paticular Romania, in these projects. The European Union constantly emphasizes the fact that every citizen should be able to speak in his native language plus two other European languages, stresses the need to promote of linguistic diversity and the motivation of European citizens to learn less widely used languages and improve the quality of teaching foreign languages in educational establishments at different levels and focus its efforts to realize these ideas through the implementation of projects and programs that it has funded. The author focuses on the fact that Romania like all European countries is actively involved in the numerous projects and programs offered by the European Union as one of the priority areas of the Romanian Government is the quality of education at all levels and brings it in conformity with European standards. At the end of the article, the author concludes that the multilingual policy of the European Union has a certain influence on the training of foreign language teachers at the Romania Universities. The author also sums up that due to the participation in various educational projects and programs financed by the European Union among higher education institutions aimed at the development of multilingualism and multiculturalism of language education, the professional level of foreign languages teachers in Romania is increasing.

Implementation of DIPSA evaluation framework in the Integrated Health Information Systems in public hospitals in Cyprus (Preprint)

2019 ◽  
Author(s):  
Antonis Stylianides ◽  
Jonh Mantas ◽  
Zoe Roupa ◽  
Edna Yamasaki
Keyword(s):  
Regression Analysis ◽  
Healthcare Professionals ◽  
Pearson Correlation ◽  
Health Information Systems ◽  
Healthcare Services ◽  
Demographic Characteristics ◽  
Evaluation Framework ◽  
Public Hospitals ◽  
System Quality

BACKGROUND Ministry of Health of Cyprus has implemented Integrated Health Information Systems (IHIS) in two hospitals in Cyprus. Effective use of IHIS could increase the effectiveness and quality of healthcare services. The absence of any evaluation of the existing IHIS prevents a detailed assessment of its safety, efficiency and effectiveness. OBJECTIVE The purpose of this study was to implement DIPSA evaluation framework which assessed the safety, quality of the system, collaborative interprofessional work, user satisfaction and the processes and procedures in place of the current IHIS in public hospitals in Cyprus. METHODS This project was conducted in 2017 in Cyprus. Doctors, nurses and other healthcare professionals, in total 309 subjects participated in the study. For the selection of the sample, a stratified random sampling was used based on the profession and the hospital of each participant. DIPSA evaluation framework was implemented and inferential statistics were used. Correlations were performed between the categories in the framework with the Pearson correlation method. Comparison of means (with independent samples T-test and One-way Anova) were also done between demographic characteristics and categories, the tests that were found with P -value ≤ 2 were then used in multiple regression analysis. Data analysis was done using SPSS v24. RESULTS Categories Satisfaction, Collaboration, System quality, Safety, Procedures were all rated moderately between 2.5 and 2.9. Every correlation between the categories was statistically significant with P < 0.01, but the highest Pearson correlation = 0.692 was found to be between System Quality and Satisfaction. Comparison of means between demographic characteristics and categories were performed and used in multiple regression analysis, which indicated where exactly the IHIS lacks. In addition, the open questions pointed out the 5 most common problems/needs that healthcare professionals encounter in their jobs (training, system upgrade, keep a log of data/procedures, collaboration and access). CONCLUSIONS DIPSA evaluation framework was implemented, which showed that some interventions could positively affect simultaneously one or more categories. For example, the most important need of intervention was the training of healthcare professionals, that was found that it could be affecting positively multiple categories (Satisfaction, Collaboration, Safety and Procedures). Other interventions that could affect IHIS in a positive way could be, that technical support that should be provided at all times, to upgrade the hardware where needed. To schedule daily collaboration of healthcare professionals with programmers, in order to cover their needs, by upgrading the software. To install “smart devices” within the different departments of the hospitals in order to support each other. There are also many other suggestions can help improve the healthcare services provided.

scholarly journals Perceptions and Experiences of New Mothers Diagnosed With Tokophobia; Regarding the Quality of Maternal Healthcare Services in Public Hospitals: A Qualitative Study

2021 ◽  
Author(s):  
David Onchonga ◽  
Margaret Keraka ◽  
Vahideh MoghaddamHosseini ◽  
Ákos Várnagy
Keyword(s):  
Qualitative Study ◽  
Maternal Care ◽  
Healthcare Services ◽  
Public Hospitals ◽  
New Mothers ◽  
Experience Of Care ◽  
Actual Experience ◽  
Physical Resources ◽  
Provision Of Care

Abstract Background: Quality of maternal care offered in hospitals significantly determines the health outcomes of expectant women and their newborns. The study aimed at understanding the perceptions and experiences of new mothers diagnosed with tokophobia; regarding the quality of maternal services offered in public hospitals in Kenya.Methods: This was a qualitative study consisting of in-depth interviews with 29 women who had given birth recently in a referral hospital in Kenya; and had been screened and found with high fear of childbirth at 22 weeks’ gestation period. The framework for assessing the quality of care of institutional maternity services developed by the University of Southampton was adopted in this study. Thematic analysis was used in this study. Results: The identified challenges were categorized into two: the provision of care and the actual experience of care. In the provision of care, there were perceptions and experiences relating to human and physical resources, inadequate referral systems, and inadequate management of emergencies. In regards to the actual experience of care, there were perceptions and experiences relating to inadequacies in human and physical resources, lack of cognition, lack of respect, dignity and equity, and inadequacies in emotional support.Conclusion: The study identified systemic challenges related to the provision of maternal care and actual experience of care contributing to tokophobia. In this regard, there is a need to judiciously analyze all the critical steps identified in the framework for assessing the quality of maternal care, as this will reduce the intangible challenges identified in this study.

Professional dilemmas for caregivers in Turkish home care settings in Germany

2014 ◽  
Vol 1 (1) ◽  
pp. 47-56 ◽  
Author(s):  
Jan Basche
Keyword(s):  
Healthcare Services ◽  
Insurance Companies ◽  
Or Education ◽  
Migrant Communities ◽  
Caregiver Relationship ◽  
International Nursing ◽  
Nursing Literature ◽  
Intercultural Care ◽  
The Given

While calling for culturally sensitive healthcare services in migrant communities, the international nursing literature on intercultural care predominantly describes nursing staff as lacking cultural competences and immigrant customers as lacking cleverness to navigate the labyrinths of national healthcare systems. Congruences in language, culture and religion in the customer-caregiver relationship can decisively improve the quality of care. However, they do not automatically guarantee smooth working processes in monocultural in-home settings. On the contrary, new problems occur here for Turkish caregivers which are unknown to the legions of native professionals who feel challenged by migrants and which go beyond differences such as age, sex, income or education. While no cultural or religious brokering is necessary between customers and personnel in the given context in Germany, new challenges arise when caregivers are expected to legally broker between customers and insurance companies or doctors. Conflicting expectations of customers and management as well as their own colliding social and professional roles put the caregivers in a quandary and must be competently managed.

THE QUALITY OF PUBLIC HOSPITALS IN CAN THO CITY, 2016

2018 ◽  
Vol 8 (6) ◽  
pp. 76-81
Author(s):  
Chu Cao Minh ◽  
Thang Vo Van ◽  
Dat Nguyen Tan ◽  
Hung Vo Thanh
Keyword(s):  
Hospital Medicine ◽  
Secondary Data ◽  
Quality Criterion ◽  
Quality Criteria ◽  
Public Hospitals ◽  
Ministry Of Health ◽  
Cross Sectional ◽  
Significant Difference ◽  
Can Tho City

Background: The criteria set of assessing hospital quality in Vietnam in 2016 was revied from the criteria set in 2013 by the Ministry of Health in order to help hospitals to self-assess towards improvinge quality of hospitals in the international integration context. The study aimed to assess the quality of public hospitals in Can Tho City according to the revised criteria set of the Ministry of Health in 2016 and compare the quality among three hospital ranks (including grade I, grade II, and grade III) via to 5 groups of quality criteria. Methods: A cross-sectional study, using secondary data analysis was applied to assess the service quality of 7 general public hospitals in Can Tho City. Results: The average total score of 7 hospitals is 245 and the average for the criteria of 7 hospitals is 2.99, which is just satisfactory. In the criterion of quality, criterion D and E had the lowest scores compared to the other three groups. There was no statistically significant difference (p = 0.076) among the mean scores for the three hospital categories. Conclusion: The quality of public hospitals in Can Tho city in 2016 only reached moderately good level (2.99). Interventions should be developed to improve the quality of hospitals, with particular emphasis on improving the quality of criteria groups D and E. Key words: Quality, hospital, medicine, health, public, Can Tho

scholarly journals Effective coverage and budget implications of skill-mix change to improve neonatal nursing care: an explorative simulation study in Kenya

2019 ◽  
Vol 4 (6) ◽  
pp. e001817 ◽  
Author(s):  
Apostolos Tsiachristas ◽  
David Gathara ◽  
Jalemba Aluvaala ◽  
Timothy Chege ◽  
Edwine Barasa ◽  
...  
Keyword(s):  
Quality Of Care ◽  
Neonatal Mortality ◽  
Nursing Care ◽  
Public Hospitals ◽  
Sensitivity Analyses ◽  
Full Time ◽  
Skill Mix ◽  
Neonatal Nursing ◽  
Low Middle Income Countries

IntroductionNeonatal mortality is an urgent policy priority to improve global population health and reduce health inequality. As health systems in Kenya and elsewhere seek to tackle increased neonatal mortality by improving the quality of care, one option is to train and employ neonatal healthcare assistants (NHCAs) to support professional nurses by taking up low-skill tasks.MethodsMonte-Carlo simulation was performed to estimate the potential impact of introducing NHCAs in neonatal nursing care in four public hospitals in Nairobi on effectively treated newborns and staff costs over a period of 10 years. The simulation was informed by data from 3 workshops with >10 stakeholders each, hospital records and scientific literature. Two univariate sensitivity analyses were performed to further address uncertainty.ResultsStakeholders perceived that 49% of a nurse full-time equivalent could be safely delegated to NHCAs in standard care, 31% in intermediate care and 20% in intensive care. A skill-mix with nurses and NHCAs would require ~2.6 billionKenyan Shillings (KES) (US$26 million) to provide quality care to 58% of all newborns in need (ie, current level of coverage in Nairobi) over a period of 10 years. This skill-mix configuration would require ~6 billion KES (US$61 million) to provide quality of care to almost all newborns in need over 10 years.ConclusionChanging skill-mix in hospital care by introducing NHCAs may be an affordable way to reduce neonatal mortality in low/middle-income countries. This option should be considered in ongoing policy discussions and supported by further evidence.

Quality of Life Is Improved in Uninsured Heart Failure Patients in Disease Management Programs in Public Hospitals

2010 ◽  
Vol 16 (8) ◽  
pp. S6
Author(s):  
Aurelia O'Connell ◽  
Tracy Finegan ◽  
Jennifer Galindo ◽  
Gisele Munoz ◽  
Andrene Schonberg ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Heart Failure ◽  
Disease Management ◽  
Public Hospitals ◽  
Disease Management Programs ◽  
Heart Failure Patients

scholarly journals Implementing an Integrated Large-Scale Clinical Information System for ISSSTE’s Hospital Network in Mexico

2021 ◽  
Vol 3 (2) ◽  
pp. 444-453
Author(s):  
Arturo Cervantes Trejo ◽  
Sophie Domenge Treuille ◽  
Isaac Castañeda Alcántara
Keyword(s):  
Health Care ◽  
Information System ◽  
Health Care Services ◽  
Large Scale ◽  
Clinical Information System ◽  
Clinical Information ◽  
Public Hospitals ◽  
Care Services ◽  
Cost Reductions

AbstractThe Institute for Security and Social Services for State Workers (ISSSTE) is a large public provider of health care services that serve around 13.2 million Mexican government workers and their families. To attain process efficiencies, cost reductions, and improvement of the quality of diagnostic and imaging services, ISSSTE was set out in 2019 to create a digital filmless medical image and report management system. A large-scale clinical information system (CIS), including radiology information system (RIS), picture archiving and communication system (PACS), and clinical data warehouse (CDW) components, was implemented at ISSSTE’s network of forty secondary- and tertiary-level public hospitals, applying global HL-7 and Digital Imaging and Communications in Medicine (DICOM) standards. In just 5 months, 40 hospitals had their endoscopy, radiology, and pathology services functionally interconnected within a national CIS and RIS/PACS on secure private local area networks (LANs) and a secure national wide area network (WAN). More than 2 million yearly studies and reports are now in digital form in a CDW, securely stored and always available. Benefits include increased productivity, reduced turnaround times, reduced need for duplicate exams, and reduced costs. Functional IT solutions allow ISSSTE hospitals to leave behind the use of radiographic film and printed medical reports with important cost reductions, as well as social and environmental impacts, leading to direct improvement in the quality of health care services rendered.

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