Delivery Of Quality Healthcare Services Research Articles

EXAMINING THE FINANCIAL RISK MANAGEMENT OF DONOR FUNDS: CASE OF MINISTRY OF HEALTH IN ZAMBIA

<p>This study examines the financial risk management of donor funds using the Ministry of Health (MOH) in Zambia as a case study. The study employs an exploratory case study methodology on a sample of 224 MOH employees. Zambia, being a developing country, significantly relies on donor funds to support its healthcare sector. Prudent management of donor funds is crucial for the sustained delivery of quality healthcare services. However, there has been concerns regarding the financial risk management practices at the MOH in the efficient utilization and accountability of donor funds. From the literature review, it seems no study has been done regarding the financial risk management of donor funds focusing on the MOH in Zambia. Therefore, this study fills this gap. The study findings seem to show evidence of the misappropriation of donor funds exhibited by misallocation of donor funds to unplanned projects or activities. The misappropriations of donor funds seem to be amplified by a lack of strategic planning, lack of coordination, and the absence of effective monitoring and evaluation systems. Additionally, fraud and corruption posed significant risks to donor funds at MOH. Therefore, to mitigate the risks, the study recommends that robust anti-misappropriation measures, enforcement of due diligence on implementing partners, a thorough review of procurement processes, and regular monitoring and evaluation of donor-funded projects be strengthened at the MOH in Zambia. Whistleblower protection and reporting mechanisms should be promoted to help detect and deter fraudulent activities at this Ministry.</p><p><strong> </strong></p><p><strong>JEL:</strong> H51, I18, O23</p><p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0787/a.php" alt="Hit counter" /></p>

Influence of health information management practices on the quality of healthcare service delivery in OAUTHC Ile-Ife, Osun State Nigeri

Introduction: Medical records are crucial and vital in the continuity of patient care because physicians needs them to attend to patients each day and it is impossible for them to recall the details of each separate case at the same time. This study is therefore necessitated by the need to have a change of orientation about health records management practice and the profession and to have better work productivity and improved quality of care. The study aims at assessing the influence of health information management practices on the quality of health information management service delivery in OAUTHC Ile-Ife, Osun State Nigeria. Methods and Materials: A descriptive survey research design was conducted. Stratified random sampling technique was used to select 317 respondents for the study. The respondents includes; Health information managers, Doctors, Nurses, Medical laboratory scientists and Pharmacists. Results: Findings from the study shows that majority of the respondents assented that the quality of health information management practice in this institution is satisfactory (28.43%) and very satisfactory (68.30%). Study also shows that the greatest HIM service quality the patients and other services seekers enjoyed in the hospital is service reliability with the average response rate of mean 2.69. Conclusion: It is concluded from the study that health information management (HIM) practices have a great influence on the overall quality of healthcare services.

Leveraging ICT for improved quality services in secondary healthcare facilities in Nigeria: Evidence from Kogi State

This study focused on investigating the relationship between Information and Communication Technology (ICT) and the provision of high-quality healthcare services. The research employed a survey research design and concentrated on secondary healthcare facilities within the state. A total of 273 healthcare personnel were randomly selected from these facilities using a simple random sampling technique. Data was collected through a well-structured questionnaire. The secondary information was provided through the Kogi State Strategic Health Development Plan, textbooks, journal articles, conference papers, theses, and the internet. The gathered information was analysed using descriptive statistics and linear regression. Data on respondents’ demographic characteristics and ICT utilisation were presented using simple percentages in tables. The findings of the study demonstrated that the adoption of ICT significantly influences the delivery of quality healthcare services in secondary healthcare facilities. Specifically, the utilisation of ICT can enhance patient safety by facilitating comprehension of medical information, enabling online treatment evaluations, monitoring patient progress, and predicting potential medical complications. Based on the results, it can be concluded that improving ICT adoption is crucial for enhancing and sustaining the provision of quality healthcare services. Therefore, the study recommends that the management of secondary healthcare facilities should prioritise efforts to enhance ICT adoption within their operations. The practical implication of the study is that incorporating ICT in healthcare practices can contribute to more informed decision-making and proactive measures, ultimately fostering a safer and more effective healthcare environment in secondary healthcare facilities.

Challenges and opportunities in healthcare reforms in pre- and post-COVID-19 crisis: A case of Jordan

The COVID-19 crisis presented devastating effects on global healthcare, and Jordan was no exception. During such unforeseen challenges, attention shifts to healthcare leadership and management. However, limited research explored the leadership adjustment in Jordanian hospitals during the pandemic. Therefore, this study examined the challenges and opportunities that arose alongside the outbreak of the pandemic in Jordanian hospitals from the leaders’ perspectives. Semi-structured interviews were conducted with healthcare managers in three Jordanian hospitals, focusing on three key areas: healthcare reform integration, the impact of the COVID-19 crisis on hospital performance and healthcare quality, and management practices to handle the pandemic. Interviews were transcribed and thematically analyzed. Eleven hospital managers in seven administrative positions were involved. Three thematic outcomes were noted regarding the integration of healthcare reforms into the Jordanian healthcare system: sources of reforms, challenges of reform integration, and timely integration of the reforms. Positive impacts of the crisis on the Jordanian hospitals’ performance and quality of healthcare service delivery, which are considered opportunities, resulted in three thematic outcomes: infection control protocol, staff education, and patient management. On the other hand, three thematic concepts emerged as challenges of the COVID-19 crisis: workload, stress and fatigue, and staff shortages. Lastly, this study noted three thematic outcomes regarding management practices adopted by the Jordanian healthcare systems to deal with the pandemic: staff training, monitoring, and social support.

The 4IR-Health Service Delivery Nexus

The delivery of quality healthcare services to citizens is not only a constitutional right, but also the task and obligation of every government. However, bribery, lack of financial accountability and counterfeit drugs, a shortage of human resources, poor hygiene and ineffective infection control measures, and poor medical record keeping have been identified as major challenges for the implementation of a successful public healthcare system. Fraudulent orders, tender irregularities, fiscal dumping, and over-pricing have also been identified as additional challenges. Due to the lack of quality healthcare services, people have lost trust and hope in the African National Congress (ANC). The paper found that to deliver adequate healthcare services, government needs to establish mechanisms that promote efficiency, quality, transparency, and safety. AI is a mechanism that can increase transparency, efficiency, and detect diseases before they become critical. The paper adopted a qualitative research methodology with an exploratory approach.

LEVERAGING TELE-EDUCATION AS AN EFFECTIVE PLATFORM TO PROVIDE EASY ACCESS TO HEALTHCARE WORKERS ON HYPERTENSION MANAGEMENT IN SUB-SAHARAN AFRICA

Objective: This study aims at showing the efficacy of using tele-education in making knowledge easily accessible to healthcare workers by using the University of New Mexico's Project ECHO® model. This model provides healthcare workers access to evidence-based knowledge to combat the challenges associated with sub-optimal training and depleting resources across Sub-Saharan Africa's healthcare system. This effort has led to significant improvement in the quality of healthcare service delivery. Design and method: Aggregate data were obtained from 4 Tele-education sessions conducted between August 2022- November 2022 to improve the capacity of Healthcare workers. Each session included a didactic presentation by a subject matter expert and a case study presentation by a healthcare worker. The case presentation involved citing real-life hypertension-related cases at the health facility to enable peer-to-peer learning exchange, as encouraged by the ECHO® model for Healthcare workers. The impacts of the sessions were measured using the pre and post-session tests to evaluate the knowledge gained by participants. Results: The population of this study was the 1,389 Healthcare workers from different cadres (such as doctors, nurses, midwives, lab scientists, Community Health Extension Workers (CHEWs), and mid-level managers) who joined the tele-education sessions. There was an average knowledge gain of 11.1%. Over 1.7 million indirect beneficiaries (patients) were reached through services provided by these trained Healthcare workers. Conclusions: The knowledge gained demonstrated the effectiveness of tele-education in improving the capacity of Healthcare workers to provide quality services in managing patients living with or at risk of hypertension. Tele-education cuts across most of the barriers encountered in spreading knowledge to healthcare workers and promotes health literacy and improved service delivery.

Contribution of Results-Based Financing in Quality Improvement of Health Services at Primary Healthcare Facilities: Findings from Tanzania Star Rating Assessment

Background: Performance-based financing (PBF) is an important mechanism for improving the quality of health services in low- and middle- income countries. In 2014, Tanzania launched a countrywide quality approach known as Star Rating Assessment (SRA) which aims to assess the quality of healthcare service delivery in all Primary Health Care (PHC) Facilities in the country. Furthermore, by 2018 (2015-2018), the country rolled out RBF initiatives into eight regions in which PHC facilities were paid incentives based on their level of achievement in SRA assessments. This study aims to compare performance in quality between PHC facilities under RBF regions and non-RBF regions using the findings from the twophases SRA assessments; baseline (2015/16) and follow-up (2017/18). Methods: Analysis of performance of SRA indicators in the SRA service areas were identified based on the star rating tool that was used. The star rating tool had 12 service areas. For the sake of this implementation study, only seven service areas were included. The purposive sampling of the areas was used to select the areas that had direct influence of RBF in health facilities improvement. We used a t-test to determine whether there were differences in assessment star rating scores between the regions that implemented RBF and those, which did not at each assessment (both baseline and reassessment). All results were considered significant at p<0.05. The 95% Confidence Interval was also reported. Results: The mean value was found to be 61.26 among facilities exposed to RBF compared to 51.28 among those not exposed to RBF. The study showed the mean difference score to be 10.79, with a confidence interval at 95% to be -1.24 to 22.84, suggesting that there was (no) a significant difference in the facilities based on RBF exposure during baseline assessment. The p-value of 0.07 was not statistically significant. Overall, there was an increment in facilities scoring the recommended 3+stars and above by 17.39% between the assessments, the difference was significant (p=0.0001). When the regions were stratified based on RBF intervention; facilities under RBF improved in 3+ stars by 10.63% higher compared to those that were not under RBF; however, the difference was not statistically significant (p=0.06) Conclusion: Improvement of Health services needs to adhere to all six WHO building blocks and not to a sole financing. The six WHO building blocks are 1. Service delivery 2. Health workforce 3. Health information systems 4. Access to essential medicines 5. Financing 6. Leadership/governance. Probably, RBF found not to influence star rating because other blocks were not considered in this intervention. We need to integrate all the six WHO building blocks whenever we want to improve health services provision.

A survival analysis approach to determine factors associated with non-retention of newly hired health workers in Iran

Background and aimOne of the main tasks of the healthcare human resource management is to maintain and retain professional staff. The high level turnover of professional staff may reduce the quality of healthcare service delivery. Therefore, this study investigated the factors associated with the turnover of the newly recruited healthcare professionals using survival analysis method in Iran.Materials and methodsThis historical cohort analysis comprised 6811 employees who began working at Mashhad University of Medical Sciences between 2005 and 2020. Employees recruited at any of the university’s units between the years 2005 to 2019 were included. We used appropriate descriptive indices and Log-rank test and the Cox proportional-hazards model to assess the staff turnover. A significance level of 0.05 was used for all tests.ResultsThe findings of the survival analysis showed that the probability of turnover in one year, two years, and five years of employment were 0.12, 0.16, and 0.27. Based on the findings of the Log-rank test, the probability of turnover in entire of the study period was not statistically different between male and female (p = 0.573), and likewise between employees with healthcare occupations and non-healthcare occupations (p = 0.351). Employees whose current workplace and birthplace were not similar had a significantly higher probability of turnover (p < 0.001). Accordingly, the Cox regression result showed, the risk of turnover for the singles was 1.22 times higher than the married. For the Ph.D degree was 3.23 times higher compared to those with a diploma or an associate degree, and for a bachelor’s or master’s degree was 2.06 times more likely to change their workplace than those with a diploma or an associate degree.ConclusionPolicies promoting the recruitment of native-born professionals, given priority to the married candidates than single ones, and/or recurring candidates to pledge to stay in the locality of recruitment site can increase the staff retention and reduce the costs of staff turnover including re-hiring, initial and on-the-job training, accommodation, and other extra living consumptions away from home and family.

"They were quick, insipid, and stuck to the typical medical checkups": A Narrative Study on Women's Expectations and Experiences of Maternity Care in Bangladesh.

The quality of healthcare service delivery is generally determined by how patients' expectations were met successfully. This narrative study explores how women perceive and experience healthcare during childbirth in the context of Bangladesh. This study is inspired by Clandinin and Connelly's three-dimensional paradigm of narrativity that combines temporality, social interaction, and place. To unearth patient-driven narratives, the researcher purposely picked 12 women who gave birth in different private and public health facilities in Bangladesh. Four themes standout from the women's narratives. Excerpts of women's stories have been included in discussing the themes as well as author's conviction on this phenomenon. Most of the participants experienced a shared level of difficulty in choosing the health facilities (private vs public), motivated primarily by delivery costs and social background. Women with a higher level of education and financial means often opted to give birth in private facilities due to their negative perception and experience of the public facility. There was evident discontent when doctors decided for cesarean deliveries. Women were dissatisfied by providers' general lack of empathy and vicarious emotion. However, those women who gave birth in public hospitals expressed some degree of satisfaction which might be attributed to their low expectations and moderate social standing. Women's stories also delved into how societal norms, taboos, and elderly relatives put them in uncomfortable situations. To improve patient-provider interactions, healthcare practitioners should prioritize patient-centered care and collaborative decision-making. Reducing healthcare disparity and resolving superannuated pregnancy norms are also critical challenges.

Implication Of Health Informatics on the Healthcare Workers’ Activities in Saudi German Hospital in Jeddah, Saudi Arabia

Background: health informatics have bene used in the field healthcare for quite a long time. Research investigations have since been conducted to examine various features around the use and application of health informatics. However, there is an apparent gap in the current literature in regard to comprehensive information about the effect of health informatics on the healthcare workers’ practices in Saudi German Hospital, Jeddah. Aim: the aim of this research was to evaluate the implication of health informatics on the healthcare workers’ activities in Saudi German Hospital in Jeddah, Saudi Arabia. Methods: this study applied cross-sectional quantitative research design. Upon seeking and receiving the ethical approval, a sample of 123 sample of healthcare workers in Saudi German Hospital, Jeddah were recruited for data collection. Henceforth, data was collected using survey questionnaires, to which 105 (85.3%) responses were received. The collected data was then analyzed using three statistical tools of SPSS, including the descriptive statistics, Spearman’s rank correlation coefficient, multiple linear regression and multiple analysis of variance. Results: this study found out that health informatics has two critical roles regarding the healthcare workers practices. This was indicated by 40.9% of the participants who strongly agreed that health informatics augments quality of healthcare services delivery and 41.9% of the participants who strongly agreed that health informatics enhances information quality. This study further established that health informatics has a statistically significant impact on the quality of patient care (r=502; p=.000), health workers competencies (r=522; p=.000), and patient safety (r=457; p=.000). Further, this research also observed that the perceived roles of health informatics was had statistically significant association with the healthcare workers’ age (p=.023) and education level (p=.033).  Recommendation: there is a need for the healthcare administrations units to intensify the use of health informatics to improve the quality of healthcare service delivery as a function of the healthcare workers.

A qualitative study on community perceptions on quality of healthcare services they received in the Malaria Elimination Demonstration Project in district Mandla, India

BackgroundThe utilization and impact of the healthcare services depend on the perceived quality, appropriateness, ease of availability, and cost of the services. This study aimed to understand the community's perception of the quality of healthcare services delivered as part of the Malaria Elimination Demonstration Project (MEDP), Mandla, Madhya Pradesh, India.MethodsThe study used qualitative techniques to analyze the community perceptions that emerged from the participants’ narratives during the Focus Group Discussions (FGDs) and in-depth Interviews with Key Informants (IKIs) on the promptness and quality of healthcare service delivery, the behaviour of MEDP staff, Information, Education and Communication, and Behavioural Change Communication activities, coordination with community members and other health personnel, and capacity building of healthcare workers and the community.Results36 FGDs and 63 IKIs with 419 respondents were conducted in nine blocks of district Mandla. Overall, 97% to 100% of beneficiaries associated MEDP with regularity and prompt service delivery, availability of diagnostics and drugs, friendly behaviour, good coordination, and community mobilization to enhance treatment-seeking behaviour.ConclusionsThe study's findings highlighted the importance of building and maintaining the community's participation and promoting the demand for optimal utilization of healthcare services inside the village to promptly achieve the malaria elimination goal.

Factors Affecting In Quality Of Healthcare Services In Critical Care Departments Of General Hospitals

Background: Healthcare organizations strive for quality in their service delivery as a way of keeping up with the competing trends in clients’ attraction. In the process, they have become cognizant of the key performance indicators to help track progress and performance. Despite the growing interests in healthcare KPIs, little has been done in terms of KPIs in the general hospitals, especially in the critical care units. Therefore, this study was designed to assess the implications of KPIs on the quality of healthcare service delivery in the critical care department in a general hospital in the Kingdom of Saudi Arabia.&#x0D; Methods: Quantitative descriptive quantitative research was conducted a among 300 healthcare workers in the critical care unit of a general hospital in Saudi Arabia. Data was collected after receiving ethical approval and participants’ consent. Accordingly, the researcher administered the questionnaires to the selected participants using a pre-made research questionnaire using the 5-point Likert scale. The collected data was analyzed using linear regression and the descriptive statistical tests of SPSS, version 26.&#x0D; Results: From the descriptive statistical analysis, two key performance indictors outstood in the critical care department of general hospitals. These include experiences with hospital staff (mean=3.143; SD =2.00) and Patient Readmission Rate (mean=3.106; SD=1.419). A statistically significant relationship was also noted between patient readmission rate (p=.030), experiences with hospital staff (p=.070) and staff's commitment to patients (p=.016) and the quality of critical care care services.&#x0D; Conclusion: Key performance indicators are crucial in tracking the milestones made in healthcare organizations towards meeting patients’ needs. Healthcare system management need to develop a means of tracking their key performance indicators for informed improvements in quality of their services.

The Development of Lean Healthcare Constructs for Quality of Healthcare Service: A Second-order Model of Lean Healthcare in Malaysia

The increase of patients’ attendance due to Covid-19 cases, together with the rise of patients’ demand, long waiting time, rising cost of service, lack of quality personnel and government funding constraints has overwhelmed the healthcare system and resources. Lean is therefore introduced as one of the best strategies by improving the quality of healthcare service delivery through stakeholders’ centricity. Despite there are emerging literatures for Lean healthcare, there is less agreement on the primary constructs constituting under the Lean healthcare practices. This study aims to identify the Lean healthcare practices and provide valid and reliable constructs for Lean healthcare in Malaysia. With the inspiration of Complementary Theory and Sustainable Lean Iceberg Model, the Lean healthcare is conceptualized as second-order formatively measured construct with five first-order constructs namely Strategy and alignment; Leadership; Behavior and engagement; Process management; Tools, technologies and techniques and measure Lean healthcare association with healthcare service quality. Data were obtained from 500 healthcare practitioners and patients in Malaysia public lean hospitals. The result identified the valid and reliable Lean healthcare constructs which consists of five Lean healthcare practices with total 30 items. The study found that all the constructs are complementary and mutually supportive to present the Lean healthcare as holistic implementation and have significant association with the healthcare service quality. This study provides fundamental knowledge and direction for future research as well as practitioners to adopt and implement all the Lean healthcare practices in a holistic manner to enhance the quality of healthcare services.

Inpatient Care Service Experience Among Adult Patients Admitted to Arba Minch General Hospital, Southern Ethiopia: Institution-Based Qualitative Study.

Acknowledging patients' experience with the care delivered in healthcare settings is crucial in ensuring the quality of healthcare service delivery. In Ethiopia, qualitative evidence of patients' experience with inpatient care services is limited. This study aimed to explore the experience of inpatient care service among adult patients admitted to Arba Minch General hospital, Southern Ethiopia from April 05-28, 2020. An institution-based qualitative approach was carried out among adult patients discharged from the study hospital. Thirty-one in-depth interviews using a semi-structured interview guide were conducted and audio-recorded data were transcribed verbatim and translated into English. Data were coded, sorted, and themes were developed manually based on the thematic analysis. This study showed that kindness, respecting appointments, and treatment outcomes were the positive experiences highlighted by study participants. Participants reported a lack of drinking water, unpleasant toilet hygiene, lack of bedsheets, and absence of drugs as negative experiences. Therefore, the hospital administration should work on improving the problems mentioned by the participants of this study.

Evaluating Knowledge, Practice, and Barriers to Informed Consent Among Professional and Staff Nurses in South Africa: An Empirical Study

Background: Informed consent (IC) is an ethical and legal obligation protected by constitutional rights to bodily integrity, well-being, and privacy in South Africa. The National Health Act 2003 codified IC regulations, requiring that all healthcare professionals inform patients about diagnosis, risks, benefits, options, and refusal rights while factoring in patients’ language and literacy levels. Objectives: This study’s primary aim was to determine the extent of South African professional/staff nurses’ compliance with current IC regulations and ascertain socio-cultural impediments impacting proper IC practice. Methods: A cross-sectional survey using semi-structured questionnaires was used to evaluate knowledge and practice of IC among nurses in KwaZulu-Natal province. Data were analyzed using SPSS, v.21. Descriptive statistics, chi-squared tests, and content analysis were used to compare nursing domains. Results: Three hundred fifty-five (355) nurses, 92% females, with 1 to 41 years of professional experience, completed this study. Information disclosed by nurses to patients included diagnosis (77%), treatment benefits (71%), risks (69%), recommendations (65%), risks of refusal (80%), and right of refusal (67%). Nurses (80%) felt information disclosure was adequate, while 85% reported that patients understood disclosed information. Conclusions: Nurses practicing in local public hospitals had moderate knowledge of IC regulations. Practical implementation appeared deficient. Barriers to IC included language, workload, time constraints, lack of interpreters, and skewed gender norms in the nursing profession. Nurses require continuing professional education in healthcare law and ethics, a “corps of trained interpreters”, and gender transformation in the nursing profession to improve IC practice and overall quality of healthcare service delivery in South Africa.

Effects of Guideline-based Computerized Provider Order Entry Systems on the Chemotherapy Order Process: a Systematic Review.

Background:Computerized Provider Order Entry (CPOE) systems developed based on clinical guidelines are believed to greatly reduce chemotherapy medication prescription errors.Objective:The present study reviewed the effects of guideline-based CPOEs on the chemotherapy order process.Methods:PubMed, Scopus, Embase, Web of Science, and IEEE Xplore databases published up to 1 June 2020 were systematically searched for studies investigating the effect of guideline-based CPOEs on the chemotherapy order process. Moreover, the bibliography of relevant retrieved publications was also checked.Results:Nineteen articles from the five databases met the eligibility criteria and were reviewed. Eleven out of 19 (58%) articles investigated the effect of CPOEs on medication errors, and other studies examined other aspects of CPOE efficacy, including time required for chemotherapy prescriptions; Safety, policy compliance and communication between health care providers; physicians prescribing behavior; quality and safety of treatment; workflow; direct patient care time; and adherence to guidelines. In addition, 15 out of 19 mentioned the use of specific clinical guidelines.Conclusion:Evidence indicates CPOEs can positively affect the quality of healthcare service delivery for cancer patients, but there is still a dearth of clinical outcome evaluation data about the effects of these systems on patients undergoing chemotherapy. Moreover, there is limited information about guideline compliance errors, which highlights the needs for further research in this area.

DRIVERS, INHIBITORS AND IMPLICATIONS OF EFFECTIVE COMPLAINT MANAGEMENT AMONG HEALTHCARE INSTITUTION IN AN EMERGING ECONOMY: A CASE OF THE UNIVERSITY OF GHANA HOSPITAL.

Purpose: Complaint Management (CM) is significant in improving the quality of healthcare service delivery. There is a dearth of knowledge regarding CM in healthcare service in Ghana. This paper aims at exploring the drivers, inhibitors, implications and influence of leadership on effective CM in healthcare service delivery.&#x0D; Methodology: A qualitative methodology was used. Data were collected through in-depth semi-structured interviews with 20 purposively selected informants. Data were transcribed and analysed thematically.&#x0D; Findings: The evidence suggests that there are some notable drivers, inhibitors, and implications of CM in healthcare service delivery. The study found that customer complaint, customer satisfaction, customer feedback, customer loyalty, customer retention, quality assurance, competitive advantage, compensation, culture, and speedy recovery are the drivers to effective CM in healthcare service delivery. However, regarding the factors that inhibit effective CM in healthcare service delivery, the study found insufficient skilled personnel, inadequate technology, lack of infrastructure, inadequate resources/funds and lack of oversight responsibility or control, lack of accountability, unresponsiveness, and unacceptance of mistakes/complaint. The study provides insight that effective CM has significant implications on customer satisfaction, customer loyalty, customer retention/commitment, institutional reputation/image, organisational performance, profitability, and good staff attitude. The results of the research corroborate the perception that leadership style influences the effectiveness of CM in healthcare service delivery.&#x0D; Recommendation: The study strongly recommend the establishment of CM department with the requisite logistics and accessories to promote effective handling of complaint. Additionally, it endorses training programmes on building strategies to enhance effective CM which will go a long way toward allowing service providers to form strong emotional bonds with their patients. The focus of such a program should be on instilling in frontline staff who deal with disgruntled/dissatisfied customers the necessity of adopting the study's findings into their complaint handling process.

Boosting Job Satisfaction Through Emotional Intelligence: A Study on Health Care Professionals

Emotional intelligence (EI) is possibly one of the most studied psychological factors of the twenty-first century. EI is very much relevant in service industry particularly in management, academics, life sciences or psychology. The purpose of the empirical study is to test the relationship between the defined constructs of EI and job satisfaction ( JS) amongst health care professionals of Delhi NCR region of India. It further tried to understand whether gender moderates the EI and JS relationship. Structured survey was used to solicit response from 260 health care professionals comprising doctors and nurses belonging to different hospitals of Delhi NCR region. Standardised instruments were used to assess the data. Linear and moderated regression were used to test hypotheses developed. The findings suggest that EI constructs significantly impact the level of JS among health care professionals. The result of moderated regression suggested that the relationship of EI and JS is significantly moderated by gender. The construct of EI is relevant in providing high quality health care service delivery to the patients.

Sociodemographic characteristics and patient and family experience survey response biases

Enhancing Patient and Family Experience (PFE) is vital to the delivery of quality healthcare services. Sociodemographic differences affect health outcomes and experiences, but research is limited on biases in PFE survey methodology. We sought to assess survey participation rates across sociodemographic characteristics. This retrospective study analyzed a health system’s ambulatory PFE survey data, collected January 1 – July 31, 2019. Outcomes of interest were rates of survey response, completion, and comments. Predictors included respondent-reported race, ethnicity, language, and measure of social deprivation attached to a respondent’s home address. Addresses were geocoded to census tracts. The tract’s degree of socioeconomic deprivation was defined using the Deprivation Index (DPI). Associations between outcomes and predictors were assessed using the Chi square test. 77,627 unique patient encounters were analyzed. Patients were predominantly White (76%); 5% were Hispanic; and 1% were Spanish-speaking. The overall response, completion, and comment rates were 20.1%, 17.6%, and 4.1%, respectively. There were significant differences across assessed sociodemographic characteristics in response, completion, and comment rates. White patients were most likely to respond, complete, and leave a comment. Spanish-speaking respondents and those living in the most deprived areas were more likely to respond and complete the survey, but less likely to comment than English-speaking respondents and those living in less deprived areas, respectively. PFE survey participation differs across a range of sociodemographic characteristics, potentially introducing noteworthy biases. Health systems should minimize differences in how they collect feedback and account for potential biases when responding to experience data.

Experiences and attitudes of registered nurses towards the implementation of quality improvement programmes at a government hospital in Eswatini

Quality improvement is becoming the cornerstone of effective and efficient delivery of quality healthcare services in recent times. Among other healthcare workers, nurses are the primary implementers of quality improvement programmes (QIPs). Their knowledge, understanding, attitudes and motivation determine the potential effects of the programmes. This study explored the experiences of registered nurses (RNs) towards the implementation of the QIP at a government hospital in Swaziland. The RNs’ attitudes toward the programme were also explored. Non-probability, purposive sampling was used to select the sample that comprised of eight RNs. Data were collected through in-depth, face-to-face interviews to explore and describe the RNs’ experiences and attitudes regarding the implementation of QIPs. A semi-structured interview guide was used to ask questions until data saturation was reached. Data analysis was conducted following Tesch’s method. Ethical considerations were adhered to. The results revealed both negative and positive experiences of the RNs towards QIPs. A negative attitude towards the programme developed due to the manner in which the programmes were introduced to the RNs and their perception of the programme as work overload. However, there was a positive outlook by the RNs towards the programme after they had undergone training on a QIP. The training improved their knowledge, job satisfaction and client outcome. They developed motivation, interest and commitment despite the challenges they encountered. The programme also enhanced the spirit of teamwork among the RNs and the support staff.