Patient care,satisfaction and service quality in health care

It is becoming increasingly important in the healthcare setting to treat patients as consumers and measure their satisfaction with medical services rendered. As such, patient satisfaction should be considered an important output of a country's healthcare system, basically reflecting the stage of its development. The conducted study tested students’ satisfaction with the quality of service provided by student polyclinics. In particular, the study has analysed the impacts of personal relationships, promptness and tangibility on student satisfaction. The findings imply that all three factors significantly affect patient satisfaction, with personal relationships having the strongest impact. Such results suggest that healthcare providers should encourage their doctors to devote more time to their patients and show genuine concern for patients’ problems if they wish to improve overall satisfaction of their patients with the delivered services.     

服务对象的感知控制、感知质量与满意度的关系分析——基于生殖健康服务领域的研究

采用2006年在北京宣武、天津和平、山东即墨、浙江德清和安徽居巢五县区的生殖健康项目的调查数据,对生殖健杉计划生育优质服务中服务对象的感知控制、感知质量与满意度之间的关系进行分析。服务对象的满意度显著高于感知质量;感知控制显著正向影响其对服务质量的感知和对服务的满意度。感知控制越高,感知质量和满意度越高;感知控制对两者的影响并无显著差异。感知控制对满意度的影响和感知质量对满意度的直接影响并无显著差异,但是感知控制调节感知质量与服务满意度之间的关系,感知控制高时,感知质量对服务满意度的影响相对减弱。     

An ‘upside‐down’ view of rural health care

Access to high quality health care services plays an important part in the health of rural communities and individuals. This fact is reflected in efforts by governments to improve the quality of such services through better targeting of funds and more efficient management of services. In Australia, the difficulties experienced by rural communities in attracting and retaining doctors has long been recognized as a contributing factor to the relatively higher levels of morbidity and mortality in rural areas. However, this paper, based on a study of two small rural communities in Australia, suggests that resolving the health problems of rural communities will require more than simply increasing the quality and accessibility of health services. Health and well‐being in such communities relates as much to the sense of community cohesion as it does to the direct provision of medical services. Over recent years, that cohesion has diminished, undermined in part by government policies that have fuelled an exodus from small rural communities to urban areas. Until governments begin to take an ‘upside‐down’ perspective, focusing on building healthy communities rather than simply on building hospitals to make communities healthy, the disadvantages faced by rural people will continue to be exacerbated.     

Relationship between types of food choice motives and well‐being among young and middle‐aged Chinese adults

Food choice plays a vital role in people’s lives and well‐being, and this topic has received more research attention in recent years. The aims of the present research were to identify subgroups of participants who shared similar profiles of multiple motives for food choices, and examine differences across motive types on the well‐being of young and middle‐aged Chinese adults. Participants were 627 Chinese adults aged 18–58 years who completed questionnaire measures. The results of Latent Profile Analysis showed that based on the configurations among different motives for food choice, there were five profiles of food choice motives, corresponding to five types of Chinese adult consumers: unconcerned, mood oriented, weight control oriented, food enthusiast and health oriented. The food enthusiast consumers were more likely to include young adults with high‐income level and educational level, while the unconcerned consumers had a larger share of middle‐aged adults with low income. Results of ANOVA suggested that the types of food choice motives significantly predicted individuals’ well‐being. Specifically, the food enthusiast group had the highest level of well‐being, while the unconcerned group had the lowest level of well‐being. The other three groups had moderate levels of well‐being. The current study is the first to explore the potential influence of food choice motives on well‐being using a person‐centred approach, and the results have practical implications for public health authorities in developing effective interventions, for food companies in tailoring marketing campaigns and for individuals in optimizing food choices.     

Examination of the health‐belief model to predict the dietary quality and body mass of adults

We examined the ability of the health‐belief model to predict individuals’ dietary quality and body mass among a nationwide sample of 1319 adults in the United States. Simultaneous estimation of the structural equation model found acceptable goodness‐of‐fit to the data. Explained variance in dietary quality and body mass, however, were moderate to weak. The model included three types of nutrition knowledge: basic facts, diet–health awareness and ability to accurately self‐assess nutrient intake. None of these variables had a strong effect on dietary quality or body mass. We speculate that lifestyle characteristics, cultural habits, community infrastructure, and the politics of food production and retailing – variables found in other studies to affect dietary quality and body mass yet not available in our data – might outweigh the effects of nutrition knowledge and sociodemographic factors on estimating dietary quality and body mass. We suggest that future research and intervention programmes focus more on social, cultural and political context than on nutrition knowledge. Current collaborations among life and social scientists to design foods to improve human nutrition might also prove effective in reducing the prevalence of overweight and obesity.     

新型农村合作医疗费用报销制度的满意度分析

本文运用Logistic模型测评了新农合医疗费报销制度满意度的影响因素,发现新农合医疗费报销制度满意度与新农合报销比例、报销手续呈显著正相关,与是否参加其他健康保险、当年家庭医疗费开销、个人期望筹资金额呈显著负相关,且这五类因素对新农合医疗费报销制度满意度的影响程度依次递减.调查显示,63.1%的参合者对新农合医疗费报销制度表示满意,远低于同期调查中对新农合医疗制度总体90.3%的满意度水平.     

Monetary policy and long‐term interest rates: Evidence from the U.S. economy

This paper addresses the ability of central banks to affect the structure of interest rates. We assess the causal relationship between the short‐term Effective Federal Funds Rate (FF) and long‐term interest rates associated with both public and private bonds and specifically, the 10‐Year Treasury Bond (GB10Y) and the Moody's Aaa Corporate Bond (AAA). To do this, we apply Structural Vector Autoregressive models to U.S. monthly data for the 1954–2018 period. Based on results derived from impulse response functions and forecast error variance decomposition, we find: a bidirectional relationship when GB10Y is considered as the long‐term rate and a unidirectional relationship that moves from short‐ to long‐term interest rates when AAA is considered. These conclusions show that monetary policy is able to permanently affect long‐term interest rates and the central bank has a certain degree of freedom in setting the levels of the short‐term policy rate.     

The impact of high-performance work systems in the health-care industry: employee reactions,service quality,customer satisfaction,and customer loyalty

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.     

Creating consumer satisfaction in maternity care: the neglected needs of migrants,asylum seekers and refugees

An estimated 190 million people are now living outside their countries of birth or citizenship, and the rate of this migration is expected to remain high. The resulting growing cultural and ethnic diversity in societies adds specific challenges to the requirement of delivering public services such as health care to consumers. Globally, about half of the migrant population are women. Migrants’ outcomes of pregnancy are known to be poor, showing significant disparities when compared with those of native populations. Although these disparities have been noted, knowledge is limited regarding the availability and accessibility of healthcare services, as well as the acceptability of maternity care for women with experiences of free and forced migration. Healthcare research in general, and maternity care research specifically, have often neglected this population. This paper examines the existing international guidelines intended to address inequities in health outcomes, policies which have been introduced at national levels, and the widely used concepts of ‘patient‐centred’ and ‘woman‐centred’ health services. The ideals implicit in those guidelines and concepts are contrasted with the available evidence of many overseas nationals’ experiences with healthcare provisions in general, and maternity care in particular. This is followed by reflections on deficiencies in current studies and on those methodological problems which make research on maternity care for migrant women particularly challenging. The conclusion considers the appropriateness and relevance of guidelines currently promoting equity in maternity care and suggests a future agenda for priority research.     

The nature and extent of service user involvement in critical care research and quality improvement: A scoping review of the literature

The importance of involving patients and the public in health care research is globally recognized, but how best to do this in critical care is unclear. The aim of this first published review was to explore the extent and nature of evidence on service user involvement in critical care research and quality improvement. Using the scoping review framework described by Arksey and O'Malley ( 2005 ), a team of service user and critical care researchers searched eleven online databases, reviewed relevant web sites, conducted forward and backward citation searching and contacted subject experts. Extracted data were subjected to a narrative synthesis based on the objectives of the review. Findings from a broad range of evidence support that involvement is becoming more commonplace and that experiences are generally positive. Data extracted from 34 publications identify that involvement is most commonly reported at the level of consultation or participation in project teams, however, the extent to which involvement impacts on projects output remains unclear. Key barriers and facilitators relate to the challenge of recruiting a diverse group of service users, dealing with power hierarchies, being adaptable and effective consideration of the resource requirements. More research is required to identify the most effective methods to support the opportunity for involvement and more thorough reporting of service user involvement practices is strongly recommended.     

Affective States of the Consumer and Satisfaction with Services in the Airline Industry

Abstract

While its importance in marketing is never questioned, customer satisfaction has rightly been described as “a complex and elusive phenomenon.” The search continues for factors/variables that determine its presence and magnitude. This paper examines the affective aspect of customer satisfaction in the globally important, but highly competitive airline industry. Two major forms of affective state of the consumer are examined, namely: (i) mood, and (ii) quality of life. Findings show that both tend to have significant influence on the level of satisfaction with services in the airline industry. However, some elementary services tend to be more influenced than others by these affective states of the consumer. Implications, and managerial applications of the findings for augmenting customer satisfaction in the airline industry are discussed.     

Child–mother nutrition and health status in rural Kenya: the role of intra‐household resource allocation and education

There exists gender bias in resource ownership in many parts of Kenya with women being more disadvantaged. Resource ownership and control within the household has differential impacts on the health and overall well‐being of male and female members. This paper examines intra‐household resource ownership and how it affects nutrition and health status of household members. Data from a household survey containing detailed gender‐disaggregated information on resource ownership as well as food and anthropometry were collected from a rural Kenyan district and used in the analysis. Results showed that male members of the household had more access to education, income and land than the females. Mothers’ education, household income, frequency of illness and nutrient intake were the most important factors that contributed to the nutritional status of children. The education and household’s economic status were important determinants of child morbidity. Malnutrition and poor health of children and women is linked to the existing poverty in the study region, therefore emphasis needs to be put on eradication of discrimination against women in accessing education and accessing land, which will contribute to an increase in household incomes. Government policies need to focus on promotion of nutrition education through adult education programmes and incorporating it in the school curricula. Improvement of health‐care facilities in rural areas is also paramount to improving health and nutrition in these areas.     

Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee

Abstract

This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data were obtained through a self-administered questionnaire from university students. A total of 410 useable responses were used to perform data analysis. Confirmatory factor analysis, structural equation modeling, and bootstrapping for indirect effects were conducted to test the hypotheses. The results show a significant effect of employee empathy on trust in service employee and satisfaction with service employee during customer–employee interactions. Also, satisfaction with a service employee showed a significant effect on service loyalty during service interactions. The study enhances the understanding of empathy within banking services during interactions between service employees and customers. It also provides insights for service managers and frontline service employees on how empathy develops customer’s trust and satisfaction with service employee.     

Developing the evidence base of patient and public involvement in health and social care research: the case for measuring impact

While patient and public involvement (PPI) in health and social care research has progressed successfully in the last decade, a range of difficulties with the evidence base exist, including poor understanding of the concept of impact, limited theorization and an absence of quantitative impact measurement. In this paper, we argue that a paradigm change towards robust measurement of the impact of involvement in research is needed to complement qualitative explorations. We argue that service users should be collaboratively involved in the conceptualization, theorization and development of instruments to measure PPI impact. We consider the key advantages measurement would bring in strengthening the PPI evidence base through a greater understanding of what works, for whom, in what circumstances and why.     

Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system

Using social information processing theory, we examined the congruence between employee and customer assessments of organizations' service quality. The setting was a public health care delivery system. Contrary to expectations, employee assessments of service quality were lower than those of their customers. Also unexpectedly, employees with professional training had less congruent assessments than other employees. As expected, employees with longer tenure and those in departments with stronger customer service work climates had more congruent assessments relative to their customers. The results have implications for both management theory and for managers interested in developing customer-centered organizations.     

Understanding the relationship between holiday taking and self‐assessed health: an exploratory study of senior tourism

The senior market is particularly attractive to the tourism industry. Alongside evidence of a growing propensity to travel and spend, consumption is often deliberately linked to low seasons, balancing out the peaks and valleys for tourism suppliers. Health is one variable which is particularly significant to this consumer. Personal health influences all patterns of consumer behaviour regardless of age, although the full extent to which this models senior tourism activity is unclear. An exploratory qualitative study was undertaken in the spring of 2005, with 22 senior consumers (aged 55 years plus) interviewed. Utilizing the earlier work by Zimmer et al.into self‐assessed health as a framework, travel propensity, the perceived effects of travel and factors inhibiting full participation were questioned. Conclusions drawn outline both a senior tourism typology and areas for future research. Notably the relationship between caregiving and tourism consumption is singled out for further investigation.