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Thusini S, Milenova M, Nahabedian N, Grey B, Soukup T, Chua KC, Henderson C. The development of the concept of return-on-investment from large-scale quality improvement programmes in healthcare: an integrative systematic literature review. BMC Health Serv Res 2022; 22:1492. [PMID: 36476622 PMCID: PMC9728007 DOI: 10.1186/s12913-022-08832-3] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 05/24/2022] [Accepted: 11/14/2022] [Indexed: 12/12/2022] Open
Abstract
BACKGROUND Return on Investment (ROI) is increasingly being used to evaluate financial benefits from healthcare Quality Improvement (QI). ROI is traditionally used to evaluate investment performance in the commercial field. Little is known about ROI in healthcare. The aim of this systematic review was to analyse and develop ROI as a concept and develop a ROI conceptual framework for large-scale healthcare QI programmes. METHODS We searched Medline, Embase, Global health, PsycInfo, EconLit, NHS EED, Web of Science, Google Scholar using ROI or returns-on-investment concepts (e.g., cost-benefit, cost-effectiveness, value). We combined this terms with healthcare and QI. Included articles discussed at least three organisational QI benefits, including financial or patient benefits. We synthesised the different ways in which ROI or return-on-investment concepts were used and discussed by the QI literature; first the economically focused, then the non-economically focused QI literature. We then integrated these literatures to summarise their combined views. RESULTS We retrieved 10 428 articles. One hundred and two (102) articles were selected for full text screening. Of these 34 were excluded and 68 included. The included articles were QI economic, effectiveness, process, and impact evaluations as well as reports and conceptual literature. Fifteen of 68 articles were directly focused on QI programme economic outcomes. Of these, only four focused on ROI. ROI related concepts in this group included cost-effectiveness, cost-benefit, ROI, cost-saving, cost-reduction, and cost-avoidance. The remaining articles mainly mentioned efficiency, productivity, value, or benefits. Financial outcomes were not the main goal of QI programmes. We found that the ROI concept in healthcare QI aligned with the concepts of value and benefit, both monetary and non-monetary. CONCLUSION Our analysis of the reviewed literature indicates that ROI in QI is conceptualised as value or benefit as demonstrated through a combination of significant outcomes for one or more stakeholders in healthcare organisations. As such, organisations at different developmental stages can deduce benefits that are relevant and legitimate as per their contextual needs. TRIAL REGISTRATION Review registration: PROSPERO; CRD42021236948.
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Affiliation(s)
| | | | | | - Barbara Grey
- South London and Maudsley NHS Foundation Trust, London, UK
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Thusini S, Milenova M, Nahabedian N, Grey B, Soukup T, Henderson C. Identifying and understanding benefits associated with return-on-investment from large-scale healthcare Quality Improvement programmes: an integrative systematic literature review. BMC Health Serv Res 2022; 22:1083. [PMID: 36002852 PMCID: PMC9404657 DOI: 10.1186/s12913-022-08171-3] [Citation(s) in RCA: 3] [Impact Index Per Article: 1.5] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/31/2022] [Accepted: 06/08/2022] [Indexed: 12/03/2022] Open
Abstract
BACKGROUND We previously developed a Quality Improvement (QI) Return-on-Investment (ROI) conceptual framework for large-scale healthcare QI programmes. We defined ROI as any monetary or non-monetary value or benefit derived from QI. We called the framework the QI-ROI conceptual framework. The current study describes the different categories of benefits covered by this framework and explores the relationships between these benefits. METHODS We searched Medline, Embase, Global health, PsycInfo, EconLit, NHS EED, Web of Science, Google Scholar, organisational journals, and citations, using ROI or returns-on-investment concepts (e.g., cost-benefit, cost-effectiveness, value) combined with healthcare and QI. Our analysis was informed by Complexity Theory in view of the complexity of large QI programmes. We used Framework analysis to analyse the data using a preliminary ROI conceptual framework that was based on organisational obligations towards its stakeholders. Included articles discussed at least three organisational benefits towards these obligations, with at least one financial or patient benefit. We synthesized the different QI benefits discussed. RESULTS We retrieved 10 428 articles. One hundred and two (102) articles were selected for full text screening. Of these 34 were excluded and 68 included. Included articles were QI economic, effectiveness, process, and impact evaluations as well as conceptual literature. Based on these literatures, we reviewed and updated our QI-ROI conceptual framework from our first study. Our QI-ROI conceptual framework consists of four categories: 1) organisational performance, 2) organisational development, 3) external outcomes, and 4) unintended outcomes (positive and negative). We found that QI benefits are interlinked, and that ROI in large-scale QI is not merely an end-outcome; there are earlier benefits that matter to organisations that contribute to overall ROI. Organisations also found positive aspects of negative unintended consequences, such as learning from failed QI. DISCUSSION AND CONCLUSION Our analysis indicated that the QI-ROI conceptual framework is made-up of multi-faceted and interconnected benefits from large-scale QI programmes. One or more of these may be desirable depending on each organisation's goals and objectives, as well as stage of development. As such, it is possible for organisations to deduce incremental benefits or returns-on-investments throughout a programme lifecycle that are relevant and legitimate.
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Affiliation(s)
| | | | | | - Barbara Grey
- South London and Maudsley NHS Foundation Trust, London, UK
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Bassani G, Leardini C, Campedelli B, Moggi S. The dynamic use of a balanced scorecard in an Italian public hospital. Int J Health Plann Manage 2022; 37:1781-1798. [PMID: 35187699 PMCID: PMC9307018 DOI: 10.1002/hpm.3440] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 05/05/2020] [Revised: 05/05/2021] [Accepted: 02/02/2022] [Indexed: 11/25/2022] Open
Abstract
Purpose This paper aims to analyse the dynamic use of the balanced scorecard (BSC) in an Italian public hospital. Design/Methodology/Approach A longitudinal case study was conducted at an Italian public teaching hospital over a period of 5 years. The emergence of dynamic use of BSC was traced over a different combination of social, political, economic and organizational realities. A deeper understanding of these realities requires the adoption of a holistic approach to BSC use. Henri's types of system use (i.e., monitoring, attention focussing, strategic decision‐making and legitimizing) frame this approach in a more concrete manner. Findings This study adds to the debate on whether BSC is used for aspects other than monitoring in public contexts. The case study offers the first example of a legitimizing use of the system and a first longitudinal case study that traces a dynamic use of BSC: the use evolves from monitoring and attention focussing to monitoring and legitimization. Norms, political parties and top managers play a determining role in this process. Originality/Value Through a longitudinal approach, this study presents how BSC can be a dynamic tool steered by legitimacy pressures. The longitudinal study explores how social, political, economic and organizational context shape the implementation and the revision of BSC affecting the use of the tool by top managers. The browse of this dynamism is supported by Henri's type of use along with an in‐depth analysis of the BSC literature evolution in terms of its ‘static, dynamic and expected’ use. Performance management systems, such as balanced scorecard (BSC), should be understood in a holistic view, namely taking into account the interdependency between the design, the implementation, and the use of the systems and the interdependency between different systems operating at the same time in the same organization. How managers use BSC in hospitals changes over time. At an organizational level, a BSC could provide justification of actions and decisions as well as monitoring results, supporting strategic decision‐making processes and focussing attention on priorities. BSC is a pivotal lever that can be governed by hospital managers as a strategic management tool for facing legitimacy pressures.
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Affiliation(s)
- Gaia Bassani
- Department of Management University of Bergamo Bergamo Italy
| | - Chiara Leardini
- Department of Business Administration University of Verona Verona Italy
| | | | - Sara Moggi
- Department of Business Administration University of Verona Verona Italy
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Liu X, Liu F, Wang L, Wu M, Yang L, Wei L. Performance evaluation of medical service for breast cancer patients based on diagnosis related groups. BMC Health Serv Res 2021; 21:496. [PMID: 34030683 PMCID: PMC8147397 DOI: 10.1186/s12913-021-06439-8] [Citation(s) in RCA: 4] [Impact Index Per Article: 1.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 04/01/2020] [Accepted: 04/26/2021] [Indexed: 11/12/2022] Open
Abstract
Background To evaluate the performance of medical service for patients with breast cancer in Henan Province, China, using diagnosis related groups (DRGs) indicators and to provide data to inform practices and policies for the prevention and control of breast cancer. Methods The data were collected from the front pages of medical records (FPMR) of all hospitals above class II that admitted breast cancer patients in Henan Province between 2016 and 2019. Breast cancer patients were the subjects in our study. China DRGs (CN-DRGs) was used as a risk adjustment tool. Three indicators, including the case mix index (CMI), number of DRGs, and total weight, were used to evaluate the range of available services for patients with breast cancer, while indicators including the charge efficiency index (CEI), time efficiency index (TEI) and inpatient mortality of low-risk group cases (IMLRG) were used to evaluate medical service efficiency and medical safety. Results Between 2016 and 2019, there were 103,760 patients with breast cancer. The total weight increased over the study period at an average annual rate of 21.71%. The TEI decreased over the study period by 15.60%. The CEI exhibited an increasing trend, but the average annual rate of increase was small (2.94%). The IMLRP was 0.02, 0, 0 and 0.01% in 2016, 2017, 2018 and 2019, respectively. Conclusion The performance of medical service improved between 2016 and 2019 for breast cancer patients discharged from study hospitals in Henan Province. The main area of improvement was in the range of available services, but medical institutions must still make efforts to improve the efficiency of medical services and ensure medical safety. DRGs is an effective evaluation tool.
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Affiliation(s)
- Xinkui Liu
- Department of Medical Records Management, The First Affiliated Hospital of Zhengzhou University, 1# Jian She Dong Road, Er Qi Distict, Zhenzhou, China.
| | - Furong Liu
- Department of Medical Records Management, The First Affiliated Hospital of Zhengzhou University, 1# Jian She Dong Road, Er Qi Distict, Zhenzhou, China
| | - Lin Wang
- Radiotherapy Inpatient Ward II, The First Affiliated Hospital of Zhengzhou University, 1# Jian She Dong Road, Er Qi Distict, Zhenzhou, China
| | - MengFan Wu
- Department of Medical Records Management, The First Affiliated Hospital of Zhengzhou University, 1# Jian She Dong Road, Er Qi Distict, Zhenzhou, China
| | - LinPeng Yang
- Department of Medical Records Management, The First Affiliated Hospital of Zhengzhou University, 1# Jian She Dong Road, Er Qi Distict, Zhenzhou, China
| | - Le Wei
- Department of Medical Records Management, The First Affiliated Hospital of Zhengzhou University, 1# Jian She Dong Road, Er Qi Distict, Zhenzhou, China
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Ensslin SR, Welter LM, Pedersini DR. Performance evaluation: a comparative study between public and private sectors. INTERNATIONAL JOURNAL OF PRODUCTIVITY AND PERFORMANCE MANAGEMENT 2021. [DOI: 10.1108/ijppm-04-2020-0146] [Citation(s) in RCA: 3] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThis study analysed international publications related to the performance evaluation (PE) theme to compare the public and private sectors with a focus on the metrics and a reflection on the consideration of each sector's characteristics.Design/methodology/approachIn total, two bibliographic portfolios (BPs) were selected with the aid of the Knowledge Development Process-Constructivist (ProKnow-C) instrument, and the literature was systematically and critically reviewed to construct a theme literature map; the metrics analysed the performance evaluation systems (PESs) used in the studies and identified each sector's characteristics and PES behaviour based on these characteristics.FindingsThe two sectors stand out because of the low incidence of articles with cardinal scales, which enable the measurement and identification of the consequences of performance that are below or above the target. The behaviour of the sector characteristics was unusual, especially regarding the user and the organisational structure; it was found that the presence or absence of critical factors, such as communication, may prove to be a differential of success or failure. An absence of the organisation's particularities when designing and using a PES was noted.Originality/valueThe contributions relate to (1) identification of the public and private sector characteristics based on the selected literature, which helps in understanding the critical success and failure factors of an organisation's PES, especially with regard to metrics adequacy for each context; and (2) verification of the paths taken by the literature in both sectors.
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Metaxas IN, Koulouriotis DE, Spartalis SH. A multicriteria model on calculating the Sustainable Business Excellence Index of a firm with fuzzy AHP and TOPSIS. BENCHMARKING-AN INTERNATIONAL JOURNAL 2016. [DOI: 10.1108/bij-07-2015-0072] [Citation(s) in RCA: 32] [Impact Index Per Article: 4.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
– The purpose of this paper is to provide an integrated methodology for benchmarking the sustainability of organizations. The fuzzy analytical hierarchy process (FAHP) and technique for order of preference by similarity to ideal solution (TOPSIS) methods have been used for this purpose. The FAHP is used to determine the weights of the criteria by decision makers, and the rankings of the alternatives are determined by TOPSIS. The proposed instrument is used to calculate the Sustainable Business Excellence Index (SBEI) and its potential impact on the formulation of firm strategy. To demonstrate the applicability of the model, illustrative examples are presented.
Design/methodology/approach
– After a careful literature review, a sustainable business excellence framework is created and a fuzzy system is developed to assess firms’ sustainability. Finally, the SBEI is computed.
Findings
– The results indicate that the suggested fuzzy approach is feasible for benchmarking the sustainability of organizations. It allows the decision makers to express their opinion regarding the importance of criteria and evaluate each alternative and then have this input coordinated in a quantitative fashion.
Research limitations/implications
– Practitioners and consultants can use the instrument for conducting quality management benchmarking within and across organizations. Researchers can use the instrument in future studies for further theory development in this area.
Originality/value
– As far as the authors are aware, no previous study research has assessed the SBEI of an organization with fuzzy sets. As such, it responds to a number of contemporary challenges in the business excellence theory, most importantly the broad need to identify agile organizations.
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PAI YOGESHP, Chary ST. Measuring patient-perceived hospital service quality: a conceptual framework. Int J Health Care Qual Assur 2016; 29:300-23. [DOI: 10.1108/ijhcqa-05-2015-0069] [Citation(s) in RCA: 20] [Impact Index Per Article: 2.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognising healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The study’s purpose is to design a conceptual framework for measuring patient perceived hospital service quality, based on existing service quality literature
Design/methodology/approach
Using hospital service quality theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure hospital service quality. The article outlines inpatient perceived service quality dimensions
Findings
An instrument for measuring hospital service quality dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added.
Practical implications
The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals.
Originality/value
The article helps academics and practitioners to assess hospital service quality from a patient perspective.
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Star S, Russ-Eft D, Braverman MT, Levine R. Performance Measurement and Performance Indicators. HUMAN RESOURCE DEVELOPMENT REVIEW 2016. [DOI: 10.1177/1534484316636220] [Citation(s) in RCA: 10] [Impact Index Per Article: 1.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/15/2022]
Abstract
Performance measurement systems (PMSs) are developed and implemented to support the accomplishment of objectives of an organization or organizational initiative. PMSs are structured to enable monitoring of performance. This monitoring is accomplished through the identification of areas of concern and success, with the ultimate goals of developing organizational capabilities and enhancing organizational learning. This article reviews the literature on performance measurement and its implementation, and proposes a model to guide the development and implementation of PMSs. The article concludes with a consideration of the broader implications of PMSs and provides recommendations for future research in PMSs with regard to human resource development.
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Affiliation(s)
| | | | | | - Roger Levine
- Independent Consultant, Redwood City, California, USA
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Augusto Cauchick Miguel P, Monteiro de Carvalho M. Benchmarking Six Sigma implementation in services companies operating in an emerging economy. BENCHMARKING-AN INTERNATIONAL JOURNAL 2014. [DOI: 10.1108/bij-03-2012-0014] [Citation(s) in RCA: 18] [Impact Index Per Article: 1.8] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
– The paper reports case studies conducted in services organizations that apply Six Sigma in an emerging economy. Aspects of human resources and full-time specialist, infra-structure, top management leadership, customer requirements, focus on financial and non-financial results, structured method and strategic project selection are investigated. The paper aims to discuss these issues.
Design/methodology/approach
– Case-based research is employed as methodological approach. Data were mostly gathered through semi-structured interviews with managers involved with Six Sigma implementation. When available, archival data were also used to achieve more evidence towards triangulation. Then, the aggregation of the results was done a posteriori.
Findings
– It was verified that Six Sigma was successfully implemented in those companies, however with some drawbacks. The studied companies adopt Six Sigma in association with other quality management approaches, mainly ISO 9000: 2008 and lean production.
Research limitations/implications
– The study was limited to three service companies. Therefore, the study findings are not subject to generalisation for other similar firms.
Practical implications
– The research shows the importance of Six Sigma implementation in service companies in addition to its contribution to practical application by identifying the relevant aspects of its introduction. It enables practitioners to use the findings on factors that should be taken into consideration when applying Six Sigma.
Originality/value
– It is one of the few studies on Six Sigma analysis in emerging economies. In addition, the empirical results found support in existing theory to some extent.
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Chaudhuri A, Lillrank P. Mass personalization in healthcare: insights and future research directions. JOURNAL OF ADVANCES IN MANAGEMENT RESEARCH 2013. [DOI: 10.1108/jamr-05-2013-0033] [Citation(s) in RCA: 8] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Wu IL, Hsieh PJ. Hospital innovation and its impact on customer-perceived quality of care: a process-based evaluation approach. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2013. [DOI: 10.1080/14783363.2013.799332] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/26/2022]
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Abstract
PURPOSE Many healthcare organisations have found it difficult to implement total quality management (TQM) successfully. The aim of this paper is to explore the barriers to TQM successful implementation in the healthcare sector. DESIGN/METHODOLOGY/APPROACH This paper reports a literature review exploring the major reasons for the failure of TQM programmes in healthcare organisations. FINDINGS TQM implementation and its impact depend heavily on the ability of managers to adopt and adapt its values and concepts in professional healthcare organisations. Unsuccessful TQM efforts in healthcare organisations can be attributed to the strongly departmentalised, bureaucratic and hierarchical structure, professional autonomy, tensions between managers and professionals and the difficulties involved in evaluating healthcare processes and outcomes. Other obstacles to TQM success include lack of consistent managers' and employees' commitment to and involvement in TQM implementation, poor leadership and management, lack of a quality-oriented culture, insufficient training, and inadequate resources. The review was limited to empirical articles written in the English language during the past 30 years (1980-2010). PRACTICAL IMPLICATIONS The findings of this article provide policy makers and managers with a practical understanding of the factors that are likely to obstruct TQM implementation in the healthcare sector. ORIGINALITY/VALUE Understanding the factors that obstruct TQM implementation would enable managers to develop more effective strategies for implementing TQM successfully in healthcare organisations.
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Affiliation(s)
- Ali Mohammad Mosadeghrad
- School of Management and Medical Informatics, Tehran University of Medical Sciences, Tehran, Iran.
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Wu IL, Kuo YZ. A Balanced Scorecard Approach in Assessing IT Value in Healthcare Sector: An Empirical Examination. J Med Syst 2012; 36:3583-96. [DOI: 10.1007/s10916-012-9834-2] [Citation(s) in RCA: 9] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 09/02/2011] [Accepted: 02/09/2012] [Indexed: 10/28/2022]
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Wu IL, Hsieh PJ. Understanding hospital innovation enabled customer-perceived quality of structure, process, and outcome care. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2011. [DOI: 10.1080/14783363.2010.532343] [Citation(s) in RCA: 9] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
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Aidemark LG. Cooperation and competition: balanced scorecard and hospital privatization. Int J Health Care Qual Assur 2010; 23:730-48. [PMID: 21125968 DOI: 10.1108/09526861011081868] [Citation(s) in RCA: 8] [Impact Index Per Article: 0.6] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PURPOSE In 2000 the Skåne Region (a public authority) and a private contractor made a five-year agreement for the provision of both in-patient care and out-patient medical services to about 30,000 inhabitants in the south-east part of the region. The Skåne Region is the main provider of health care to about one million inhabitants in the south of Sweden and is responsible for all health care (private and public), including ten hospitals. This paper seeks to answer the question of how the Skåne Region can control and cooperate with a private contractor, entering into competition with the public health care providers in the region. DESIGN/METHODOLOGY/APPROACH This is a longitudinal study conducted between 2001-2006. It is based on 28 taped interviews with employees responsible for the contracting process, participating observations and comprehensive secondary material. The study presents experiences made by the contractor and the public authority on how to work out and follow-up assignments within the health care sector regarding patient interest, public interest and professional medical interest. FINDINGS Measurement within the frames of the balanced scorecard (BSC) made it possible to control both volumes and health care quality delivered by the private competing contractor. The political purchaser claims that the Skåne Region has established a cost-effective and successful control system based on trust and measurement. ORIGINALITY/VALUE This paper reports on a control system, between public purchaser and a private provider within health care, that focuses on and follow-up not only health care production but also health care quality.
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Badri MA, Attia S, Ustadi AM. Healthcare quality and moderators of patient satisfaction: testing for causality. Int J Health Care Qual Assur 2010; 22:382-410. [PMID: 19725210 DOI: 10.1108/09526860910964843] [Citation(s) in RCA: 43] [Impact Index Per Article: 3.1] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PURPOSE The purpose of this article is to present a comprehensive structural equation based service quality and patient satisfaction model taking into account the patient's condition before and after discharge. The authors aim to test for causality in a sample of patients from United Arab Emirates public hospitals. DESIGN/METHODOLOGY/APPROACH Data were collected using questionnaires completed by adults discharged (n = 244) from UAE public hospitals. The proposed model consists of five main constructs. Three represent service quality: quality of care (four variables); process and administration (four variables) and information (four variables). There is also one construct that represents patient's status (two variables--health status before admission and after discharge). Finally, there is one construct that represents patient's satisfaction with care (two variables--general and relative satisfaction). Structural equation modeling and LISREL using maximum likelihood estimation was used to test hypothesized model(s)/parameters(s) derived deductively from the literature. FINDINGS The structural equation modeling representation provides a comprehensive picture that allows healthcare constructs and patient satisfaction causality to be tested. The goodness-of-fit statistics supported the healthcare quality-patient status-satisfaction model. ORIGINALITY/VALUE The model has been found to capture attributes that characterize healthcare quality in a developing country and could represent other modern healthcare systems. Also, it can be used to evaluate other healthcare practices from patients' viewpoints. The study highlights the importance of healthcare quality as patient satisfaction predictors by capturing other effects such as patient status.
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Affiliation(s)
- Masood A Badri
- United Arab Emirates University, College of Business Administration, Al Ain, United Arab Emirates.
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Badri MA, Attia ST, Ustadi AM. Testing not-so-obvious models of healthcare quality. Int J Health Care Qual Assur 2008; 21:159-74. [PMID: 18578201 DOI: 10.1108/09526860810859021] [Citation(s) in RCA: 14] [Impact Index Per Article: 0.9] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PURPOSE The purpose of this paper is to show that, although there has been some research to identify the dimensions on which healthcare quality and in-patient satisfaction should be measured, the confirmation of constructs and indicators that constitute an overall care quality and satisfaction remains unclear. The objective is to present several models of service quality and satisfaction in healthcare for discharged patients; and to test those models in a sample of discharged patients in public hospitals in the United Arab Emirates. DESIGN/METHODOLOGY/APPROACH A detailed in-patient survey (using interviews) was used. Data were collected with questionnaires from adult discharges (n = 244) in public hospitals in the UAE. Several structures are proposed and tested. Confirmatory Factor Analysis (CFA) and LISREL SIMPLIS using maximum likelihood estimation were used to estimate and test the parameters of the hypothesized models derived deductively from the previous literature. FINDINGS Several models (with one, two, three and four constructs) with different structures were tested using CFA. The final recommended model is based on three constructs--quality of care, process and administration, and information. The goodness-of-fit statistics supported the basic solution of the healthcare quality-satisfaction model. ORIGINALITY/VALUE The model has been found to capture attributes that characterize healthcare quality in a developing country such as the UAE and could represent other modern healthcare systems. It can be used as a basis for evaluation in healthcare practices from discharges (in-patients) point of view. The study highlights the importance of patients' satisfaction with care as predictors of quality of care. The results also confirm the construct validity of the previously discussed healthcare quality scales.
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Affiliation(s)
- Masood A Badri
- College of Business Administration, United Arab Emirates University, Al Ain, United Arab Emirates.
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Borba GSD, Kliemann Neto FJ. Gestão Hospitalar: identificação das práticas de aprendizagem existentes em hospitais. SAUDE E SOCIEDADE 2008. [DOI: 10.1590/s0104-12902008000100005] [Citation(s) in RCA: 5] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/21/2022] Open
Abstract
A profissionalização da gestão em hospitais, a partir de diferentes práticas da administração, tem sido amplamente discutida, à luz de conceitos como gestão baseada em evidência, gestão do conhecimento e aprendizagem organizacional. Entretanto, são poucos os artigos identificando e discutindo essas práticas nas organizações de saúde. Este é o objetivo do presente artigo. Buscou-se realizar uma análise histórica da gestão em saúde no Brasil, considerando uma mudança a partir do processo de descentralização. Foi realizado o mapeamento das práticas de gestão enfatizando-se as metodologias de aprendizagem existentes no setor, a partir de pesquisas documentais. Pôde-se perceber uma mudança de modelo mental na área, passando de um enfoque linear para um enfoque sistêmico. Da mesma forma, identificou-se o processo de construção do conhecimento nessas organizações, especialmente a partir da prática médica. Constatou-se ainda que o processo de aprendizagem enfatiza a aprendizagem individual e não a aprendizagem organizacional.
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Rabbani F, Jafri SMW, Abbas F, Pappas G, Brommels M, Tomson G. Reviewing the application of the balanced scorecard with implications for low-income health settings. J Healthc Qual 2007; 29:21-34. [PMID: 17892079 DOI: 10.1111/j.1945-1474.2007.tb00210.x] [Citation(s) in RCA: 17] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/28/2022]
Abstract
High-income countries (HICs) are increasingly making use of the balanced scorecard (BSC) in healthcare. Evidence about BSC usage in low-income countries (LICs) is deficient. This study assessed feasibility of BSC use in LICs. Systematic review of electronic databases shows that the BSC improved patient, staff, clinical, and financial outcomes in HICs. To translate the experience of BSC use in HICs to their use in LICs, the applicability parameters of the National Committee for Quality Assurance were applied. Despite contextual challenges, pilot testing of BSC use can be undertaken in selected LICs. Committed leadership, cultural readiness, quality information systems, viable strategic plans, and optimum resources are required.
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Affiliation(s)
- Fauziah Rabbani
- Department of Community Health Sciences, Aga Khan University, Karachi, Pakistan.
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Palani Natha Raja M, Deshmukh S, Wadhwa S. Quality award dimensions: a strategic instrument for measuring health service quality. Int J Health Care Qual Assur 2007. [DOI: 10.1108/09526860710763299] [Citation(s) in RCA: 23] [Impact Index Per Article: 1.4] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Mallak LA, Lyth DM, Olson SD, Ulshafer SM, Ulshafer SM, Sardone FJ. Culture, the built environment and healthcare organizational performance. ACTA ACUST UNITED AC 2003. [DOI: 10.1108/09604520310456690] [Citation(s) in RCA: 48] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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