Healthcare Service Industry Research Articles

Hillenbrand Industries, Inc.

AbstractChemicals (MIC: 11.1 SIC: 2599 NAIC:339995)Hillenbrand is a diversified holding company and the owner of 100% of the capital stock of its three major operating companies serving the health care and funeral services industries in the United States and abroad. Hill‐Rom Company is a manufacturer of equipment for the health care industry and a provider of associated systems for wound, pulmonary and circulatory care. Batesville Casket Company, Inc. and Forethought Financial Services both serve the funeral services industry. Batesville Casket is a manufacturer of caskets and cremation‐related products, while Forethought is a provider of financial products and services designed to help people prefund anticipated funeral and cemetery costs.

Promoting New Health-Care Service Industry

Promoting New Health-Care Service Industry

Hillenbrand Industries, Inc.

Mergent's Dividend AchieversVolume 2, Issue 2 p. 137-137 U.S. Company Report Hillenbrand Industries, Inc.† First published: 22 April 2005 https://doi.org/10.1002/div.2308 † Contact: : Ray J. Hillenbrand — Chmn. Address: : 700 State Route 46 East, Batesville, IN 47006-8835 Web Site: : www.hillenbrand.com AboutPDF ToolsRequest permissionExport citationAdd to favoritesTrack citation ShareShare Give accessShare full text accessShare full-text accessPlease review our Terms and Conditions of Use and check box below to share full-text version of article.I have read and accept the Wiley Online Library Terms and Conditions of UseShareable LinkUse the link below to share a full-text version of this article with your friends and colleagues. Learn more.Copy URL Share a linkShare onFacebookTwitterLinked InRedditWechat Abstract Hospitals & Health Care (MIC: 9.3 SIC: 599 NAIC: 39995) Hillenbrand Industries is a holding company for its two major operating businesses serving the health care and funeral services industries in the United States and abroad. Hill-Rom is a manufacturer of equipment for the health care industry, a provider of associated systems for wound, pulmonary and circulatory care and provides biomedical equipment rentals and other services to enhance the operational efficiency and asset utilization of health care facilities. Batesville Casket serves the funeral services industry and is a manufacturer of caskets and cremation-related products. Volume2, Issue2Spring 2005Pages 137-137 RelatedInformation

Hillenbrand Industries, Inc.

AbstractChemicals (MIC: 11.1 SIC: 2599 NAIC:339995)Hillenbrand is a diversified holding company and the owner of 100% of the capital stock of its three major operating companies serving the health care and funeral services industries in the United States and abroad. Hill‐Rom Company is a manufacturer of equipment for the health care industry and a provider of associated systems for wound, pulmonary and circulatory care. Batesville Casket Company, Inc. and Forethought Financial Services both serve the funeral services industry. Batesville Casket is a manufacturer of caskets and cremation‐related products, while Forethought is a provider of financial products and services designed to help people prefund anticipated funeral and cemetery costs.

Hillenbrand Industries, Inc.

AbstractChemicals (MIC: 11.1 SIC: 2599 NAIC:339995)Hillenbrand is a diversified holding company and the owner of 100% of the capital stock of its three major operating companies serving the health care and funeral services industries in the United States and abroad. Hill‐Rom Company is a manufacturer of equipment for the health care industry and a provider of associated systems for wound, pulmonary and circulatory care. Batesville Casket Company, Inc. and Forethought Financial Services both serve the funeral services industry. Batesville Casket is a manufacturer of caskets and cremation‐related products, while Forethought is a provider of financial products and services designed to help people prefund anticipated funeral and cemetery costs.

Instrumentation for measuring speech privacy in rooms

Federal legislation pertaining to oral privacy in healthcare and financial services industries has increased the need for a convenient and economical way to document speech privacy conditions in offices, medical examination rooms, and certain other workspaces. This legislation is embodied in the Health Insurance Portability and Accountability Act (HIPAA) and Gramm-Leach-Bliley Act (GLBA). Both laws require that reasonable measures be put in place to safeguard the oral privacy of patients and clients. While techniques for privacy documentation are known within the acoustical consulting community, it is unlikely that community alone has the capacity to provide the surveys needed to evaluate acoustical conditions and demonstrate compliance with the legislation. A portable computer with integrated soundboard and a suitable amplified loudspeaker and test microphone are all that are needed to perform in situ measurements of articulation index or other accepted indices of speech privacy. Along with modest training, such instrumentation allows technicians to survey a large number of sites economically. Cost-effective components are shown that can meet the requirements for testing in most common environments where oral privacy is likely to be required. Example cases are presented to demonstrate the feasibility of such instrumentation.

Customer Satisfaction and Health Care Delivery Systems: Commentary with Australian Bias

As the health care industry strains the nation's financial resources it has come under increased pressure to provide evidence of quality controls and quality improvements. Increasing evidence that the service aspects of health care are closely linked to health care outcomes has caught the attention of industry leaders. The current health care consumer is better educated and the best informed it has ever been. Health care organizations must address those aspects of service that consumers most readily appreciate: access to care; relationships between physicians, meaningful and understandable information; and participation in their own health care and treatment decision making processes. One aspect of health care quality that is being increasingly recognized for its importance is the influence of patient perception. Even though the patient's perception of quality relies more on the service aspects of health care, it correlates well with objective measures of health care quality. A health care organization's ability to satisfy consumer demand for convenience and information can significantly influence the quality of health care it ultimately delivers. The health care service industry is complex with multiple facets and levels of organization. Health care system management has previously been relatively inefficient, incoherent and supply driven, keeping customers on the outside of the product design, development and the delivery process. Today there is a shift to an organization model in which the customer influences every function and managers must adapt and be instrumental in establishing a cultural change within the system to meet the new quality focus. Many physicians doubt that the current emphasis on quality is really aimed at improving patient's health. There is paucity of evidence that, as a whole quality initiatives actually do anything to improve outcomes for patients. Physicians however are in the best position to make a case for improving quality. Showing leadership in assessing and improving the quality of care can not only improve outcomes for patients, but also give physicians renewed autonomy over the practice of medicine. There are a number of ways in which the community and consumers may participate in the development of health care policy. These can range from passive consultations to structural participation is an engaged and developmental process in which community control predominates. Unfortunately entrenched biases of researchers and practitioners can limit community involvement. Reform of bureaucratic structures, curriculum and research methodology are all required to effectively involve the health care consumer. Although there is strong evidence in favor of consumer participation care and due diligence however needs to be exercised to ensure that consumer rights are not over emphasized at the expense of health care quality.

Customer Satisfaction and Health Care Delivery Systems: Commentary with Australian Bias

As the health care industry strains the nation's financial resources it has come under increased pressure to provide evidence of quality controls and quality improvements. Increasing evidence that the service aspects of health care are closely linked to health care outcomes has caught the attention of industry leaders. The current health care consumer is better educated and the best informed it has ever been. Health care organizations must address those aspects of service that consumers most readily appreciate: access to care; relationships between physicians, meaningful and understandable information; and participation in their own health care and treatment decision making processes. One aspect of health care quality that is being increasingly recognized for its importance is the influence of patient perception. Even though the patient's perception of quality relies more on the service aspects of health care, it correlates well with objective measures of health care quality. A health care organization's ability to satisfy consumer demand for convenience and information can significantly influence the quality of health care it ultimately delivers. The health care service industry is complex with multiple facets and levels of organization. Health care system management has previously been relatively inefficient, incoherent and supply driven, keeping customers on the outside of the product design, development and the delivery process. Today there is a shift to an organization model in which the customer influences every function and managers must adapt and be instrumental in establishing a cultural change within the system to meet the new quality focus. Many physicians doubt that the current emphasis on quality is really aimed at improving patient's health. There is paucity of evidence that, as a whole quality initiatives actually do anything to improve outcomes for patients. Physicians however are in the best position to make a case for improving quality. Showing leadership in assessing and improving the quality of care can not only improve outcomes for patients, but also give physicians renewed autonomy over the practice of medicine. There are a number of ways in which the community and consumers may participate in the development of health care policy. These can range from passive consultations to structural participation is an engaged and developmental process in which community control predominates. Unfortunately entrenched biases of researchers and practitioners can limit community involvement. Reform of bureaucratic structures, curriculum and research methodology are all required to effectively involve the health care consumer. Although there is strong evidence in favor of consumer participation care and due diligence however needs to be exercised to ensure that consumer rights are not over emphasized at the expense of health care quality.

Analyzing single-subject design data using statistical process control charts

Single-subject designs (SSDs) are advocated widely (for example, Bloom, Fischer, & Orme, 1999; Blythe, Tripodi, & Briar, 1994; Jayaratne & Levy, 1979; Kazi, 1998), although debate exists concerning their use in practice evaluation (for example, Kirk, 1996). One area of contention and ongoing development is the analysis of data from these designs. Many of the available methods are controversial, complicated, or misunderstood (for example, Bloom et al., 1999; Franklin, Allison, & Gorman, 1997; Kratochwill & Levin, 1992; Orme, 1991; Rubin & Knox, 1996). Additional methods are needed, as is a clear understanding of the strengths and limitations of existing methods. The two-standard-deviation-band method, also known as a chart, is a method that is well known to social workers familiar with SSDs. It has been described and illustrated in a number of social work texts (for example, Bloom & Fischer, 1982; Bloom, Fischer, & Orme, 1995, 1999; Blythe & Tripodi, 1989; Rubin & Babbie, 1989, 1997). What has not been discussed in the social work literature, or in well-known texts on SSDs outside of social work (Barlow & Hersen, 1984; Barlow, Hayes, & Nelson, 1984; Kazdin, 1982; Kratochwill, 1978; Kratochwill & Levin, 1992), is that there are many different types of Shewhart known more generally as statistical process charts, or simply control Statistical process (SPC) charts date back to the 1920s, and they are at the heart of SPC, a large and versatile body of industrial quality techniques (for example, Doty, 1996; Ostle, Turner, Hicks, & McElrath, 1996; Wheeler & Chambers, 1992). SPC itself is a key part of an overall system known as total quality management (TQM), which originally was implemented in U.S. manufacturing environments and is now being used in social work settings (Berman, 1995; Boettcher, 1998; Martin, 1993; Moore & Kelly, 1996). However, in a critique of TQM Gummer (1996) noted the frequent failure to incorporate SPC into TQM. SPC charts increasingly are being adapted to diverse areas, including human services (Brannen & Streeter, 1995), health care, and other service industries (for example, Albin, 1992; Blumenthal, 1993; Carey & Lloyd, 1995), program evaluation (for example, Posavac, 1995), and organizational behavior (for example, Mawhinney, 1988). However, there has been limited discussion of the use of SPC charts to analyze SSD data (Hopkins, 1995; Pfadt, Cohen, Sudhalter, Romanczyk, & Wheeler, 1992; Pfadt & Wheeler, 1995; Sideridis & Greenwood, 1996). Not only has there been limited discussion of the use of SPC charts to analyze SSD data, but the only method for constructing an SPC chart described in the social work literature is incorrect (for example, Bloom & Fischer, 1982; Bloom et al., 1995, 1999; Blythe & Tripodi, 1989; Rubin & Babbie, 1989, 1997). This article describes and illustrates the correct method for constructing this particular type of chart, discusses it more fully than has been done in the social work literature, and places it in the context of SPC. A major advantage of SPC charts is the simplicity of the computations. Computations for most SPC charts can be done easily with a calculator or spreadsheet program. However, there is a wealth of computer software that can simplify the construction of SPC charts (Institute of Industrial Engineers Solutions, 1997). Thus, this article discusses briefly the microcomputer software available to construct SPC charts. SPC CHARTS SPC charts were developed by industrial quality engineers to ensure the consistent delivery of quality products. Specifically, SPC charts are used to detect systematic changes in manufacturing processes through the identification of unusual product samples (for example, a sample of a part that is distinctly larger or smaller than other samples of this part). …

Statistical measures of customer satisfaction for health care quality assurance: a case study

While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction in the hospitals has become enormously important as the main ingredient of TQM. This paper aims at determining the elements of customer satisfaction, by collecting information through survey, using both written questionnaire and interview, and then statistically determining correlation between factors and elements of dissatisfaction. The study is performed at the Muang Petch Thonburi Private Hospital, located in Petchaburi province of Thailand. The aim of the management is to gather information on customer satisfaction levels and factors of dissatisfaction that need to be addressed and subsequently eliminated in the near future.

Rapid Entire Body Assessment (REBA)

This technical note details the preliminary stage in the development of a postural analysis tool, Rapid Entire Body Assessment (REBA). REBA has been developed to fill a perceived need for a practitioner's field tool, specifically designed to be sensitive to the type of unpredictable working postures found in health care and other service industries. A team of ergonomists, physiotherapists, occupational therapists and nurses collected and individually coded over 600 postural examples to produce a new tool incorporating dynamic and static postural loading factors, human–load interface (coupling), and a new concept of a gravity-assisted upper limb position. Initial reliability for inter-observer coding shows promise but further work is needed to establish the validity of the tool.

The Marketing Function in Managed Care Systems

As managed care spreads through the health care service industry, marketing professionals are faced with the challenge of marketing highly integrated systems. This paper explores three questions related to this development: (1) what is unique about managed care marketing, (2) how has managed care impacted health care marketing, and (3) what new strategies and trends will shape these developing markets?

Aggression and violence directed toward physicians.

One of the most difficult situations that physicians face is being threatened, abused, or physically harmed by one of their patients. This is not an uncommon problem: Bureau of Labor Statistics (BLS) data for 1995 indicate that more workplace assaults and violent acts occur in health care and social services industries than in any other.1 Health care patients, the most common perpetrators of nonfatal workplace violence, were responsible for 45% of all nonfatal assaults in 1992.2 Although the majority of such incidents involve nursing staff, all health care workers are at risk, and physicians are no exception. From 1980 to 1989, 22 physicians were killed while at work.3 This represents almost one fourth of all workplace-related homicides among health care workers during this time period. Physicians may also experience nonfatal violence,4, 5 verbal abuse or threats,6, 7 destruction of property,8 or intimidation with a weapon.9, 10 Aggression and violence in the health care setting is costly on a number of levels. Financial losses to the institution as a result of medical expenditures, time away from the job, and psychological counseling have been estimated to be as high as $107,000 for a single incident;11 workers' compensation claims may add to this amount significantly.12 The cost to the individual also extends beyond the immediacy of physical injury. Many of those who are attacked or threatened experience anger, fear, anxiety, self-blame, and loss of confidence.8, 13 Furthermore, being threatened or harmed while providing care may be difficult to reconcile for a physician who strives to bring compassion and respect to each clinical encounter. Among doctors, psychiatrists and emergency medicine physicians are believed to be at highest risk of aggression and violence.8 This is most likely explained by a combination of clinical and environmental factors. For example, physician inexperience, urban locale, and patient characteristics such as intoxication, acute psychosis or delirium, and drug-seeking behavior have all been described in the psychiatric and emergency medicine literature as risk factors for aggression and violence.8, 14––17 Because these factors also exist in many internal medicine training and practice settings, physical safety is an important and valid concern. However, aggression and violence has not traditionally been a topic discussed by general internists. The purpose of this article is to provide a general overview of aggression and violence in the health care setting and a more specific focus on violence directed toward physicians by their patients. We hope to make members of the internal medicine community aware of the magnitude and subtleties of violence and to present a framework for understanding and addressing such behavior.

The strategic marketing reaction of conventional nonprofit hospitals to the market entry of alternative care provider organizations.

A study was conducted examining the competitive reaction of incumbent firms to the market entry of new form competition in the health care services industry. Specifically, the study addressed the relative impact of both objective and perceptual characteristics of the threat potential posed by the entrance of alternative care facilities (ACF's) into markets previously dominated by nonprofit hospital organizations. The results showed that incumbent hospitals tend to rely most extensively on limited, low-risk market differentiation when responding to the threat posed by ACF entrants. Objective characteristics reflective of the structural complexity of the threat were found to be less important in influencing incumbent reaction than were administrators' perceptions of new entrant threat.

Implementation of nutrition care service development plan at Banning Memorial Hospital: a case study.

Health care service markets in general and hospital care service markets in particular are characterized by many competitive developments. Hence, hospital marketing managers are forced to respond to these emerging competitive pressures. However, in formulating appropriate marketing management strategies, hospital managers need to have detailed knowledge about consumers and their behaviors in the marketplace. This paper focuses on the Nutrition Care division of the Department of Nutrition Service at a hospital and its venture into new service development. This case study is intended to emphasize the significance of acquiring adequate knowledge of customers in the health care services industry. It particularly emphasizes the critical role that this type of information concerning customer behavior plays in the development and implementation of an appropriate business expansion strategy. Furthermore, the aim of this case study is to help the reader to relate the acquired marketing information to the problem at hand, and make the appropriate marketing management decision.

Innovation within the Federal Healthcare Services: Initiatives and Promises

Within the healthcare services industry, innovation is offered as a process for ameliorating issues, improving services, and getting the most out of scarce resources. Medical Services in the Army, Navy, Air Force, Veterans Administration, and the Public Health Service have formed a Federal Healthcare Innovation Network (FHIN) to optimize the use of this management tool. In this article, the concept of innovation in healthcare services management and delivery is reviewed, initiatives in innovation within the five federal healthcare services are discussed, and the promises innovation holds for improved healthcare delivery are addressed.

Overview of the Health Care Services Industry

The ultimate measure of any worthwhile national health policy is equity. That is, does the entire nation have equal access to equivalent resources. This is truly a both noble and desirable national goal. An idea has been given as to the scope of the health services industry, and to the plethora of problems which may lend themselves to the skills and expertise of civil engineers.