World hospitals and health services : the official journal of the International Hospital Federation
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World Hosp Health Serv · Jan 2006
Using SERVQUAL and Kano research techniques in a patient service quality survey.
This article presents the results of a service quality study. After an introduction to the SERVQUAL and the Kano research techniques, a Kano analysis of 75 patients from the General Hospital of Katerini in Greece is presented. ⋯ The Kano statistical analysis process results strengthened the hypothesis of previous research regarding the importance of personal knowledge, the courtesy of the hospital employees and their ability to convey trust and confidence (assurance dimension). Managerial suggestions are made regarding the best way of acting and approaching hospital patients based on the basic SERVQUAL model.
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World Hosp Health Serv · Jan 2006
Physician accountability, patient safety and patient compensation.
In Canada, the response to adverse medical events follows one or more of three main paths: patient safety, physician accountability and patient compensation. While their goals differ, each of these responses serves a valuable function. There are however competing imperatives inherent in each response, particularly in terms of information disclosure: Effective patient safety depends on the full and protected disclosure of all information relevant to an adverse event and requires a "no blame" environment. ⋯ Patient compensation meets both accountability demands and the social justice imperatives of supporting a patient injured through physician negligence. The most effective approach is one that achieves balance between competing imperatives. With clear information disclosure rules, patient safety, physician accountability and patient compensation can operate synergistically.
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This article looks at how health care IT can save hospitals and health services valuable funding and how these saving compare to the costs involved. The chief barriers to success and possible solutions to these difficulties are outlined. The author also points to the need for government intervention in implementing health care IT on a board scale.