Healthcare Service Industry Research Articles

Zuber’s Ten Principles of Patient- Centric Patient Experience and a Framework

A patient-centric patient experience is a key to high-quality healthcare service industry since; it has been observed that the patients with good experience add trust, cohesiveness with treating the healthcare team and a better continuity of care, which leads to a better outcome and excels patient experience. Objective: To develop a patient-centric patient experience framework. Method: This is a review of literature study and the data were collected with comprehensive searches in the online databases of goggle scholars and research gate. Conclusions: The study concluded with “Zuber’s ten principles of patient-centric patient experience and a framework.”

Normative Hand Strength of Healthcare Industry Workers in Central Taiwan

Objectives: The purpose of this study is to establish the norms of hand grip strength in the healthcare industry in Taiwan and propose models to predict the strength of hand movement by regression with demographic and anthropometric factors. Methods: This is a cross-sectional study with a stratified convenience sample of workers in healthcare service industries in central Taiwan. Three hundred twenty-nine healthy subjects were recruited. Strength of different hand movement were tested three times in both hands and rests were given between tests. Results: Female strength of these hand movement was 59.1% to 73.0% that in males (p < 0.001). In general, the hand strength of male workers in the healthcare industry was less than that of male workers in the manufacturing industry (p < 0.001). In the prediction model, sex and weight played important roles in predicting hand strength. Conclusions: The norms of different types of hand strength was investigated the first time in workers in the healthcare industry in Taiwan. The tasks performed by healthcare personnel vary widely, and this variable should be considered in a future prediction model.

Private Equity Partnerships in Orthopedic Groups: Current State and Key Considerations

The orthopedic physician group sector remains an attractive area of investment for private equity because the demand for orthopedic care is high, yet the supply of orthopedic surgeons in the U.S. is relatively low. This supply and demand imbalance provides for long-term sustainable growth of orthopedic services within a highly fragmented clinical specialty. With an approximate $1.8 trillion dollars of private equity capital ready to be deployed within the healthcare services industry, private equity remains an increasingly more available option to orthopedic practices. While partnerships among and between orthopedic groups and private equity firms can result in significant benefits, in today’s environment, private equity may also serve as an advantageous pathway for independent orthopedic groups to bolster their financial strength and better position themselves to weather the post-COVID-19 storm.

An Investigation of the Relationship Among Medical Center’s Image, Service Quality, and Patient Loyalty

This research aimed to study significant relationships among factors influencing customer satisfaction and loyalty in the health care service industry. In order to test the conceptual framework, structural equation modeling (SEM) was used to analyze the data from 252 respondents (outpatients) at four public and private hospitals in Khon Kaen City, Thailand. This empirical research determined how the health care service image, service quality, and behavioral intentions were interrelated using a scale adapted from Taiwan Customer Satisfaction and American Customer Satisfaction Indices, as the perceived quality variable was designated as a second-order construct. The findings showed that the significant factor impacting customer loyalty is customer satisfaction. Corporate image significantly enhanced both customer expectations (CEs) and perceived service quality. The researchers also observed that perceived service quality was positively related to tangibility, instrumental, and emotional supports in addition to customer satisfaction. In conclusion, this article proposed a thoughtful research scenario for management and corporate/public policymakers at the national level in Thailand. It was observed that a good image could directly enhance perceived service quality for businesses in the health service sector. Short Abstract We aimed to explore the relationship between image, service quality, and patient loyalty in the health service sector. A multivariate analysis (structural equation modeling) was employed to analyze the data from 252 outpatients in Khon Kaen City, Thailand. The conventional service quality model suggests that corporate image influences customer expectation, and then affects perceived service quality, then customer satisfaction, and finally, loyalty. However, this article found that, in the health service sector, a corporate image may directly influence perceived service quality without the customer expectation variable as a mediator.

Effect Evaluation of the Long-Term Care Insurance (LTCI) System on the Health Care of the Elderly: A Review.

BackgroundHow to cope with the rapid growth of LTC (long-term care) needs for the old people without activities of daily living (ADL), which is also a serious hazard caused by public health emergencies such as COVID-2019 and SARS (2003), has become an urgent task in China, Germany, Japan, and other aging countries. As a response, the LTCI (long-term care insurance) system has been executed among European countries and piloted in 15 cities of China in 2016. Subsequently, the influence and dilemma of LTCI system have become a hot academic topic in the past 20 years.MethodsThe review was carried out to reveal the effects of the LTCI system on different economic entities by reviewing relevant literature published from January 2008 to September 2019. The quality of 25 quantitative and 24 qualitative articles was evaluated using the JBI and CASP critical evaluation checklist, respectively.ResultsThe review systematically examines the effects of the LTCI system on different microeconomic entities such as caretakers or their families and macroeconomic entities such as government spending. The results show that the LTCI system has a great impact on social welfare. For example, LTCI has a positive effect on the health and life quality of the disabled elderly. However, the role of LTCI in alleviating the financial burden on families with the disabled elderly may be limited.ConclusionImplementation of LTCI system not only in reducing the physical and mental health problems of health care recipients and providers, and the economic burden of their families, but also promote the development of health care service industry and further improvement of the health care system. However, the dilemma and sustainable development of the LTCI system is the government needs to focus on in the future due to the sustainability of its funding sources.

The Recent Trends in Telemedicine in the era of COVID-19 and Policy Recommendations for the Balanced growth of Healthcare Service Industry in Korea

The Recent Trends in Telemedicine in the era of COVID-19 and Policy Recommendations for the Balanced growth of Healthcare Service Industry in Korea

Top management's sensemaking as a strategic practice: the case of private organisations as strategic actors in Finnish healthcare changes

The purpose of this study is to examine top management's sensemaking as a strategy practice. Building on the sensemaking perspective (Balogun et al., 2014; Weick, 1995), this research proposes that top management's sensemaking both enables and constrains strategising. This empirical analysis of a key informant interview and publicly available materials examines the sensemaking that constructs the role of the private healthcare service industry in Finland. This in-depth analysis of sensemaking in top management contributes to the literature on sensemaking in strategic management by adding empirical evidence on the role of language in strategy making.

Health care service delivery based on the Internet of things: A systematic and comprehensive study

SummaryToday, the Internet of Things (IoT) becomes a heterogeneous and highly distributed structure which can respond to the daily needs of people and different organizations. With the fast development of IT‐based technologies such as IoT and cloud computing, low‐cost health services and their support, efficient supervision of the centralized management, and monitoring of public health can be realized. Therefore, there has been increasing attention in the integration of IoT and health care both in academic and the business world. However, while the health care service industry fully holds the welfares of information systems for its personnel and patients, there is a need for an improved understanding of the issues and opportunities related to IoT‐based health care systems. But, as far as we know, the detailed review and deep discussion in this field are very rare. Hence, in this paper, we presented a literature review on the IoT‐based health care services from papers published until 2018. Moreover, the drawbacks and benefits of the reviewed mechanisms have been discussed, and the main challenges of these mechanisms are highlighted for developing more efficient IoT techniques over health care services in the future. The results of this paper will be valuable for both practitioners and academicians, and it can provide visions into future research areas in this domain. By providing comparative information and analyzing the current developments in this area, this paper will directly support academics and working professionals for better knowing the progress in IoT mechanisms. As a general result, we found that IoT could help the governments to improve health services in society and commercial interactions.

Supplier Selection Model Based on Risk in an Indonesian Healthcare Service Industry

In Indonesia, healthcare services are a priority industry sector. In the last few periods, every health care provider began to evaluate and make a performance improvement of the entire supply chain. Supplier selection is one of supply chain business process that have some risks. Therefore, this research is conducted to identify and reduce various risks in supplier selection process. The method used is Fuzzy Failure Mode and Effect Analysis (FFMEA) with three main stages, i.e. fuzification, rule evaluation and difuzification. The result show that there are four criteria, i.e. price, communication, quality and delivery time used for supplier selection in an Indonesian healthcare industry. Each criterion has some supplier performance risks with a total of 10 failure modes. The integration of risk factors in supplier selection model have been successfully done with one best suppliers based on the lowest risk score.

The innovation imperative in healthcare: an interview and commentary

This two-part submission draws on Len Berry’s lead article in this Special Issue on Innovation in Healthcare. The first part includes an interview with Robert G. Riney, Chief Operating Officer and President, Healthcare Operations at Henry Ford Health System. The second part, a brief commentary, supplements this interview and points to three fertile avenues for marketing research. Specifically, it proposes (1) that more empirical research is needed on the effects that dedicated innovation units have in service organizations, (2) that the customer participation literature in marketing can benefit from expanding its current research lens, and (3) that marketing research can contribute to the discussion of how to use robots in healthcare and other service industries.

The labor market in Japan, 2000–2018

As the third-largest economy in the world and a precursor of global trends in population aging, Japan's recent experiences provide important lessons regarding how demographic shifts affect the labor market and individuals’ economic well-being. On the whole, the labor market showed a remarkable stability during the financial crisis, despite decades of economic stagnation and sluggish real wage growth. Rapid population aging, however, has brought substantial changes to individuals in the labor market, most notably women, by augmenting labor demand in the healthcare services industry.

Management priorities of digital health service start-ups in California

Digitalisation has revolutionised health service delivery, which has provided global business opportunities for start-ups that specialise in digital innovations. Such start-ups challenge the traditional healthcare service industry by introducing radical and sustainable innovations in the agile product development cycle and the creative acquisition of resources within their networks. Starting up is the most critical period in establishing a new digital health service company. However, little is known about the critical early growth processes of newly established digital healthcare service businesses. The aim of this study is to clarify the experience-based priorities of managers of digital health service businesses in California during the critical start-up stage. Based on this multiple case study, the qualitative and contextual characteristics of growth in California-based digital health service start-ups were clarified, and a framework of management priorities was formed. Network management is a high priority in digital service start-ups that are focused on bringing radical innovations to the complex and hard-to-access market where fundraising is an integral part of success.

Perception of the Benefits and Features of Health Insurance Policies Offered by the Employers: Empirical Findings from Saudi Arabia

Government of Saudi Arabia is concerned and committed to improve the living standards of its people by enhancing, and standardizing healthcare service and education industry of the country which accounted for 36 percent of the budget in 2017, however, the spending was influenced by drop in oil revenues. The spending on healthcare services was reduced by 34% in 2016, from $42.67 billion in 2015 to $27.97 billion in 2016 (MOH, 2016). The decrease in government spending came as a strategy to increase the participation of private healthcare sector expenditure. Consequently, Ministry of Health (MOH) and Council of Cooperative Health Insurance (CCHI) have made medical insurance a must for non-Saudi residents (Expatriates) and their families. It’s the responsibility of Sponsor (Employer) to provide medical insurance to the expatriate and his/her family in Saudi Arabia. Accordingly, Health insurance in the form of Compulsory Employment-Based Health Insurance (CEBHI) was introduced in Saudi Arabia to regulate and ensure the provision of healthcare for expatriates working in the private sector, whilst providing financial protection against their healthcare expenses. It is prohibited for any employer not to participate in CEBHI, non-compliance to this law is punishable offence. However, despite these strong regulation, which comes in favor of expatriates, a number of complains been raised by expatriates of poor health care services due to employer unwillingness to provide proper health insurance policy, as a result of expensive premium. No studies have been conducted to systematically document expatriates’ perceptions in the health insurance industry. This paper attempts to fill the gap. The paper reports results about the perceptions of 324 expatriates at private sector in Saudi Arabia. The research found that most expatriates’ bout their policy from an intermediary with a weak knowledge about the insurance business, they also indicate their willingness to attend awareness lessons to educate themselves about the features of their health insurance policy. Expatriates also clarified that the policy they possess have a weak quality with limited benefits. The results indicated that there is a need to launch a measuring and controlling mechanisms, to control employer compliance with CEBHI regulations, to protect expatriates’ rights in getting proper health care service by having the right health insurance policy.

Healthcare service evolution towards the Internet of Things: An end-user perspective

For the last two decades the Internet of Things (IoT) has been a subject of growing global interest. Particularly dynamic industries such as the healthcare service sector have just begun to understand the benefits of the IoT for the provision of a new, more advanced type of services. However, whilst the healthcare service industry is yet to fully grasp the benefits of information systems for its practitioners and managers, and for patients and families, there is a need for a better understanding of the challenges and opportunities associated to IoT-based healthcare systems as another disruptive wave of technologies. In particular, research on the relevance of users' skills for adoption of IoT-based healthcare services has been limited. Using the current Internet-based healthcare service landscape as a platform for the formulation and testing of its hypotheses, this paper explores the relationship between patients' capabilities for effective use of information and communication technologies and the success of IoT-based healthcare services. The resulting theoretical model for effective use of information and communication technologies and the success of IoT-based healthcare services was then validated. The validation was based on data collected from a randomly selected sample of 256 users of Internet-based healthcare services provided by the public healthcare system of the Region of Murcia in Spain. The findings of this research inform future strategies for the implementation of new generations of health and well-being services based on IoT technologies.

Innovation in healthcare services – creating a Combined Contingency Theory and Ecosystems Approach

The purpose of this conceptual paper is to develop an analytical framework used for process development in healthcare services. Healthcare services imply a form of operations management demanding an adapted research approach. This study therefore highlights first in the introduction challenges of healthcare services as a reasoning of this study. It is a type of service that has high societal and therefore ethical concern, but at the same time needs to be carried out efficiently to economise service production resource use. Combined business and ethics concerns need to be balanced in this service supply system. In the literature review that is the bulk of this paper, first, particularities of the service industry processes are considered. This is followed by considering literature on contingency theory to consider the nature of the supply chain context of the healthcare service processes highlighting interdependencies and appropriate technology use. This developed view is then expanded to consider an ecosystems approach to encompass the environment expanding analyses to considering in balanced manner features of business, society and nature. A research model for directing both further researches on the healthcare service industry an innovation of such services in practice is introduced.

의료서비스 산업의 효율성 비교 연구

의료서비스 산업의 효율성 비교 연구

A Study on the Performance of Health Care Service Industry in Tamil Nadu

A Study on the Performance of Health Care Service Industry in Tamil Nadu

고객 서비스 네트워크 자원 활용을 통한 의료서비스 경험 혁신에 관한 연구

Customers co-create value with various service actors, such as service providers and other customers during the service process. Customers actively participate in service encounters as they interact with their own network partners. Accordingly, discussing how to innovate service customer experience in terms of their value co-creation activities with others is an important. This research studies customers’ evaluations of their practices with other actors and how these evaluations influence their service quality perception and satisfaction, specifically in the healthcare context, through a survey conducted with patients. Results show that customers’ value co-creation practices with their own network partners are positively related to customer service quality perception and satisfaction and have an effect on their behavioral intentions as well. These results imply that service providers in the healthcare service industry need to pay attention to customers’ value co-creation activities with various partners in the service delivery process in order to achieve service experience innovation.

A Study of Service Quality, Corporate Social Responsibility, Hospital Image, and Hospital Value Creation in Medan

Globalization and emerging market created fierce global competition toward healthcare services industry. Retaking public trust required an overhaul of local hospital’s value creation. Value is the key concept to win the customer’s heart. This paper examined the value-creation based on inpatients as co-creator concept. A second-order analysis was conducted to evaluate the ten aspect of service quality as we want to evaluate each’s importance factor. Medical personnel is considered as the most important aspect to deliver services in healthcare industry. Hospital value improved by delivering good services and building hospital image. CSR must improve hospital image to increase hospital value.

A Study on Support and Strategy of Overseas Expansion in Japanese Healthcare Service Industry - Focus on Case of Japan -

A Study on Support and Strategy of Overseas Expansion in Japanese Healthcare Service Industry - Focus on Case of Japan -