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Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
Wan-I Lee, Patient satisfaction was Advantages Customer orientation,
Cheng-Wu Chen, evaluated through the following Realizing how medical service quality and
Tsung-Hao Chen hypothesis: customer orientation is value of patients are
and Chen-Yuan 1. To realize how customer important in medical positively related to each
Chen orientation is important in service industry. other and patient
The relationship medical service industry. 2. To Understanding satisfaction is influenced by
between consumer understand patients’ perception patients’ perception on these
orientation, on medical service quality, medical service There are significant
service value, including software and quality, including differences shown by
medical care hardware facilities. 3. To software and hardware patients with different
service quality and discuss the correlation among facilities will make the perceptions of customer
patient customer orientations, medical patient more at ease. orientation in relation to
satisfaction: The service quality and service Discussing the service quality and patient
case of a medical value in the medical service influence of customer satisfaction constructs and
center in Southern industry. 4. To discuss the orientation, medical so on, but no difference in
Taiwan influence of customer service quality and relation to service constructs
(April2010) orientation, medical service service value are the
Quantitative study quality and service value on main factors that
patient satisfaction. contribute to patient
satisfaction as stated in
many different
journals.
Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
Tirsit Retta Patients’ were Advantages Patients were satisfied with
Woldeyohanes, interviewed using a Patient expectations the admission service,
Tewodros Eyob structured were fulfilled waiting time, physician
Woldehaimanot , questionnaire wherein Patient have skill, whereas dissatisfaction
Mirkuzie Woldie the questions are about immediate service level was significantly
Kerie, Mubarek the orientation of from the physician higher for information
Abera Mengistie4 patients and how is it Communication with service of the hospital,
and Elias Ali related to patient the nurses are present nursing service, illness
Yesuf satisfaction. Laboratory and other education/communication,
Perceived patient procedures are done privacy and confidentiality,
satisfaction quickly completeness of the
with in-patient Cleanliness of the information given, crowded
services at Jimma surroundings are rooms, dietary services,
University maintained visiting hours, and services
Specialized Disadvantages to pharmacy and laboratory
Hospital, The hospital Majority of the respondents
Southwest administration system (78.3%) reported that they
Ethiopia should best work on received the kind of service
(July2015) new innovative that they anticipated from
Descriptive cross approach to keep and the hospital.
sectional study improve the Most (61.4%) of the patients
administrative system, got a bed within a day
waiting time, hospital Most (52.6%) patients got a
stay, hospital physician within an hour
accommodation, after receiving their
access for medications laboratory result.
and laboratory service Majority (88.9%) of the
to bring patient patients were able to
satisfaction. communicate with nurses
Nurses and physicians and physicians without any
should have to work barriers of communication
best to improve health and (52.9%) of the
education, respondents had received
communication and medical help at night at the
understanding between time they need it.
doctors/nurses and The remaining (11.1%)
patients. Hospital patients were unable to
reformation and communicate with the
modern hospital nurses and physicians due to
administration system language barrier and almost
could work best to all (95.2%) of them were
keep and improve the dissatisfied with the absence
level of patient of interpreter service.
satisfaction Most (96.8%) patients felt
Level of patients’ that they are safe in the
educational status and hospital and (84.7%) of the
address were found to patients said that they would
have significant tell others to use this
association with the hospital while (85.7%) of
level of net patients’ the patients said they might
satisfaction. It was return back for treatment.
observed that patients In all inpatient health care
with no formal services, “cleanliness of the
education were more ward” was scored the
satisfied than their highest (76.7%) proportion
counterparts of satisfaction while the
recommended time to get
back home had the highest
(85.7%) proportion of
dissatisfaction.
Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
Pedro D Test a new Patient and nurse Hospital 1 is a large university
Gonçalves measurement tool to focused hospital, which strives to attain
Marie Louise assess the degree of Considers customer balance between their three
Hagenbeek process orientation belief organizational objectives: patient
Jan M H Vissers (PO) in hospitals from Recommendations care, education and research.
Hospital process an operations from participants are The items in the HPO
orientation from management (OM) considered measurement tool
an operations perspective. performed excellently on
management The participants filled the measures to assess the
perspective: in the questionnaire comprehensibility and
development of a which consisted of 39 reliability, both were above
measurement tool items. For each item 90%.
and practical participants were
testing in three asked to provide the
ophthalmic extent to which they Hospital 2 is a large hospital
practices agree or disagree with specialized in eye care. It is a major
(November2013) the subject using a referral centre in the Netherlands and
Institute of Health four-point Likert scale. it has a workforce of 30
The purpose of the ophthalmologists and a total of 21
Policy and empirical study was to residents and senior house officers
Management, test and evaluate the (not specializing).
Erasmus items of the
University measurement tool and Hospital 3 is a large general hospital.
Rotterdam, give recommendations Eight ophthalmologists are working
Rotterdam, The for further at this hospital. The night shifts are
Netherlands development of the staffed by four senior house officers
Conventional tool, (not specializing), who work on
research approach rotating night shifts.
In most cases the perception
of management participants
had a larger positive
influence than the
perception of the other
categories, and their overall
score played a dominant
role in the higher average
score on the PO dimensions.
Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
Carlee Lehna, A hospital Advantages
There were 82 participants,
Laura E. interdisciplinary Orientation via video and 73% (n = 60) were
Rosenberg, committee consisting is a great help Spanish-speakingonly from
Kathleen Adler- of the director of It promotes bonding Mexico. There were
Baugh, nursing education, between parent and incomplete data for four
Kathryn Marie director of care child participants; of the
Epperson, coordination, director All information remaining 78 participants,
Carla A. Amrhein, of child life, needed was helpful to 55 (67 %) were female
Irma Agular psychologist, two both parent and child (mothers) and 23 (28%)
Family nurses (one from the regarding the male (fathers).
acute care unit and one
Orientation to a treatment There was no difference in
Pediatric Burn from research), and a Suggestions can be the proportion of females
ICU Hospital media specialist met given so the between the English-
Using a DVD over one year to orientation process speaking individuals and the
(August 2011) develop a bilingual would be better Spanish-speaking only
Mexico, USA orientation DVD for Disadvantages individuals (68% vs. 71%, p
this hospital setting. Orientation via video = 0.777).
the DVD was to could have some
There were significant
provide information problems such as: differences between group
regarding locations the technical difficulties, means in grade level of
parents would need to video could not be education (t = -5.52, p =
find within the first 48 played, etc… 0.000) but not in age (t =
hours of their child’s The language of the 1.57, p = NS)
hospital admission. video might not be Parents’ mean DVD
This included understood due to satisfaction score was 17.28
information regarding language barrier ± 1.56 out of a possible total
the location of specific unless there are score of 18 for six items. In
services and issues different copies in determining measure
parents would need to different languages appropriateness, evidence of
be familiar with in the The video might not reliability score (Cronbach
first 48 hours, such as be understood by the alpha) is 0.62. Because there
universal precautions. person watching due was not a large enough
Topics were included to educational level sample, differences in
in the script only when evidence of reliability
committee members between the two groups
reached consensus. were not calculated.
Once a draft of the
script was developed,
parents on the acute
care unit (both
English-speaking and
Spanish-speaking-
only) re viewed the
script regarding
content and level of
wording.
the hospital
videographer
developed a
storyboard
The team reevaluated
the areas, topics, and
language that were
included in the DVD
continuously.
Once the script was
developed, the
certified hospital
translator translated
the script to Spanish.
Because most of the
Spanish-speaking
children and families
are from Mexico and
South Texas, the
survey was translated
to traditional Spanish
from Mexico.
. The next step
involved selecting two
parents with strong
language skills (verbal
and written) to review
the script to evaluate
for comprehension of
parents with varying
levels of education
To support the DVD
content, a laminated
pocket guide was
developed listing
pertinent areas within
the hospital. The
guides were inserted
with each DVD.