Service Management Standards Research Articles

A multicenter cross-sectional survey of the knowledge, attitude, and behaviour of nurses regarding dysphagia after anterior cervical spine surgery: a prospective multicentre study

BackgroundThe incidence of dysphagia after anterior cervical spine surgery is high, which directly affects the quality of life of patients after surgery. The knowledge, attitude, and behavior of nurses can affect the identification and management of patients after anterior cervical spine surgery. Therefore, we need a survey to understand the current status of nurses’ knowledge, attitude, and behavior towards dysphagia after anterior cervical spine surgery.ObjectiveTo investigate the knowledge, attitude, and behaviour of orthopaedic nurses towards patients with dysphagia after anterior cervical spine surgery and provide recommendations for management and intervention.MethodAn online cross-sectional survey was conducted between March and June 2023, which among 894 orthopaedic nurses from 36 tertiary hospitals in Chongqing using a questionnaire. The questionnaire included general information and knowledge, attitudes, and behaviours related to the management of dysphagia after anterior cervical surgery.ResultsThe orthopaedic nurses’ mean score for dysphagia-related knowledge was 16.1 ± 3.640 (out of a total score of 30). The orthopaedic nurses’ mean score for dysphagia-related attitude was 32.5 ± 4.623 (out of a total score of 40). The orthopaedic nurses’ mean score for dysphagia-related behaviour was 43.6 ± 11.513 (out of a total score of 60). The results of statistical analysis showed that the dysphagia after anterior cervical spine surgery -related knowledge scores differed significantly among the nurses according to, education level, and training (P < 0.05). Correlation analysis showed that there was a positive correlation between the knowledge, attitude, and behaviour scores of neurological nurses and swallowing disorders after anterior cervical surgery (P < 0.05).ConclusionTargeted knowledge and skills training should be carried out to improve the rules and regulations for dysphagia after anterior cervical spine surgery. Multidisciplinary team cooperation is needed, and dietary service processes and management standards should be improved to improve the management ability of orthopaedic nurses for dysphagia after anterior cervical spine surgery.

Peningkatan Kualitas Layanan Ambulans Muhammadiyah Yogyakarta

This article is a report on the activities of the Independent Learning Independent Campus (MBKM) Humanitarian Project for Social Welfare Science students. Considering the urgency to create standard standards in providing services to the community, Muhammadiyah Ambulance together with MBKM students realized the formation of Standard Operating Procedures (SOP). This SOP will be a standard and structured guide for Muhammadiyah Ambulance drivers, crew, and volunteers in carrying out their duties. Creating, finalizing, and implementing good SOPs is an important step to improve the quality and effectiveness of Muhammadiyah Ambulance services, as well as minimizing the risks associated with the absence of SOPs or inconsistent implementation. Service operational standards as a requirement in service mobility will contain five important things, including first, service management standards, second, driver and crew rules, third, ethics in driving, fourth regarding unit and service procedures, and fifth, additional rules required in service. This SOP was created through several stages, namely operational update assessment, planning, focus group discussion (FGD), review, validation and legitimacy, policy implementation, and evaluation. All stages have been carried out thoroughly and maximally over a period of three months, resulting in a structured standard guide in the form of Standard Operational Procedures for Muhammadiyah Ambulance Services. This SOP has now been used in your Ambulance service. The planning for making this SOP was carried out well thanks to the collaboration between MBKM humanitarian project students and the Yogyakarta Special Region Ambulance Service agency.

Analysis of Factors Influencing The Quality of Pharmaceutical Services At Pharmacy Outlets in Kotamadya Tangerang

Pharmaceutical services at pharmacies in several regions of Indonesia are still low, that is un-equal to the growth of the establishment in pharmacies which continues to increase. The four sub-sectors which coverage in pharmaceutical services include non-prescription drug service standards, KIE services, and prescription service and drug management standards in pharmacies. This cross-sectional study was carried out in Tangerang area to determine the factors that influence the quality of pharmaceutical services, with a total of 68 pharmacists serving in 68 pharmacies. The characteristics of pharmacists are conducting by using questionnaire and observation. The results obtained for APA characteristics were 72.1% with age 26-35 years, 80.9% female, 94.1% having undergraduate and professional degree, and 98.53% had worked as APA ≤ 10 years. The quality of pharmaceutical services is 48.5% in the good category and the pharmacist (APA) presence factor is the most dominant variable that influencing the quality of pharmaceutical services (OR-58.3 with p-value=0.002), while the ones which not affecting are APA motivation and pharmacy ownership status (p&gt; 0.05).

Analysis of Factors Influencing The Quality of Pharmaceutical Services At Pharmacy Outlets in Kotamadya Tangerang

Pharmaceutical services at pharmacies in several regions of Indonesia are still low, that is un-equal to the growth of the establishment in pharmacies which continues to increase. The four sub-sectors which coverage in pharmaceutical services include non-prescription drug service standards, KIE services, and prescription service and drug management standards in pharmacies. This cross-sectional study was carried out in Tangerang area to determine the factors that influence the quality of pharmaceutical services, with a total of 68 pharmacists serving in 68 pharmacies. The characteristics of pharmacists are conducting by using questionnaire and observation. The results obtained for APA characteristics were 72.1% with age 26-35 years, 80.9% female, 94.1% having undergraduate and professional degree, and 98.53% had worked as APA ≤ 10 years. The quality of pharmaceutical services is 48.5% in the good category and the pharmacist (APA) presence factor is the most dominant variable that influencing the quality of pharmaceutical services (OR-58.3 with p-value=0.002), while the ones which not affecting are APA motivation and pharmacy ownership status (p&gt; 0.05).

EFFECT OF ISO 9001: 2008 ON THE MOTIVATION AND PERFORMANCE OF STUDY EMPLOYEES AT THE STATE CIVIL SERVICES OFFICE CLASS 1 IMMIGRATION SURABAYA

This research is interesting to discuss the effect of ISO 9001:2008 on employee performance and employee motivation in the State Civil Apparatus (ASN) office. Surabaya City 1st class immigration service. In this study, the method used is a quantitative approach with the type of explanatory research. The sampling technique was based on purposive sampling with a total of approximately 70 civil servants. The data collection technique used a questionnaire and documentation, while the data analysis technique used in this study was a statistical test using SmartPLS. The results of this study indicate that the ISO 9001:2008 quality management standard influences employee motivation and performance in the level 1 immigration office in Surabaya. The results also show that one of the variable dimensions is an infrastructure dominant in employee motivation and performance. Performance in public services is one of the outputs produced and shows the quality of an organization. Public services in a government office have always been in the spotlight by some people. This condition causes the need for quality improvement and quality in public service management standards. To improve the quality, you can use the ISO 9001:2008 quality management system. In addition to performance, the change in motivation that is built up from the organization is also one of the impacts of the role of the ISO 9001 quality management system.

AN INTEGRATIVE AGILE ITSM FRAMEWORK OF TENETS AND PRACTICES – ITS DESIGN AND EXPLORATORY UTILIZATION

ABSTRACT The modern business environment and global covid-19 pandemic effects have led to any relevant business organizational activity, like e-commerce, to rely on on-premise and cloud information technology (IT) services. To deliver high-quality IT services, plan-driven IT Service Management (ITSM) frameworks and standards have been used in business organizations in the last two decades. Nowadays, new and claimed agile ITSM frameworks and standards have emerged but there is a scarcity of studies on their extent of agility coverage. This research addresses this knowledge gap. First, we elaborated a plausible Integrative Agile ITSM Framework of Tenets and Practices from a selective review of the main related SwE and ITSM literature. Second, we populated the integrative framework with all available evidence about the agile tenets and practices reported in the official publications of the new five ITSM frameworks and standards. Third, we explored its utilization with a Panel of ITSM Experts for ranking how much the new five ITSM frameworks and standards fit the integrative framework. Exploratory results revealed high concordance among experts to qualify ITIL v4 and VeriSM as agile, and FitSM, and the two ISO/IEC standards as lightweight but not agile. This research contributes to the ITSM literature with an Integrative Agile ITSM Framework of Tenets and Practices, and the ITSM practice with an exploratory evaluation from ITSM experts on the adherence to it from the new five ITSM frameworks and standards. Given the critical dependence of any business activity on IT services, further theoretical and empirical research is worthy to be pursued.

An analysis of primary healthcare in terms of service management standards in Khyber Pakhtunkhwa, Pakistan

This study investigates the implementation of the service management quality standards set by the Khyber Pakhtunkhwa (KP) government at primary health care facilities (PHCFs) in district Kohistan. Primary data through a questionnaire was collected from 42 functional PHCFs of district Kohistan. A total of 142 responses were recorded which includes 42 responses from the incharge of PHCFs and 100 from the patients who attended PHCFs facilities. Simple descriptive statistics were used to analyze this collected data. Most of the service management standards were not met in rural health centers (RHCs) However, the state of affairs at Civil Dispensary (CDs) and Basic Health Unit (BHUs) was terrifying. This study identifies the weak areas which require quality enhancement. This study suggests quality improvement in Primary Care Management Committee, A list of notifiable diseases, Essential Equipment, Rubbish Pit, waiting area, SOPs and Guidelines, and Duty roaster, Copy of Job Description, Guidelines for Risks, and Hazards and Patient’s Feedback Mechanism and Complaint Box. This study suggests that the KP government must defy trouble areas identified by the current study to improve health facilities in PHCFs.This will also reduce the patient's pressure in tertiary health facilities.

Determining nursing service management standards in Turkey: A Delphi study.

To establish the current management standards needed by nurse managers in Turkey and to share the process of establishing standards. Relevant and utilizable nursing management standards are needed for effective and efficient nursing administration to achieve better outcomes in health care. A three-round e-Delphi method was used in this study. First, the experts were asked an open-ended question. In the second and third rounds, data analysis measurements included item-by-item per cent agreement, standard deviation, average, median and interquartile range. At the end of the third round, 49 standards were obtained under five main standards for nurse managers: management and organisation; leadership; human resources management; quality management; and professionalism. The results of this study, which represent a consensus on nursing management standards drawn from the views of experts across regions and institutions in Turkey, provide a baseline to design, manage and evaluate nursing services. Nursing management standards, which are fundamental for designing, leading and evaluating nursing services, give a framework for nurse managers to provide effective and efficient administrative practices.

Introduction to the Special Issue on E-Infrastructures for Excellent Science: Advances in Life Sciences, Digital Cultural Heritage and Climatology

Introduction to the Special Issue on E-Infrastructures for Excellent Science: Advances in Life Sciences, Digital Cultural Heritage and Climatology

Improving Service Management for Federated Resources to Support Virtual Research Environments

&#x0D; &#x0D; &#x0D; Virtual research environments provide an easy access to e-Infrastructures for researchers by creating an abstracted service-oriented layer on top of the available resources. Using the portal, researchers can focus on the research workflow and data analysis while being provided with a consolidated unified view of all tools necessary for their activities. The sustainable lifecycle of a virtual research environment can only be achieved if it is going to be used with high quality of experience by a large body of users. Aiming for this goal, in this paper we analyse the requirements and implementation of a cross-community virtual research environment that brings together researchers from three different domains. Promoting interdisciplinary research and cooperation, the federated virtual research environment is based on the service orientation paradigm, offering anything as a service solutions. Thus, the main pillar for a successful implementation of this solution is the careful design and management of the underlying elementary services and service compositions. The rest of the paper discusses the challenges of the service management implementation focusing on interoperability by design and service management standards.&#x0D; &#x0D; &#x0D;

RETRACTED: Analysis of the Associated Factors of Boarding Time in Yellow Zone Patients in Emergency Department

Introduction: Patient’s visits to the emergency room increase in number every year. The increasing number of hospital visits is directly associated with the increasing number of patients who wait in the emergency department. The yellow zone is a part of the emergency room that has become a place for the most increased patients to enter. This situation causes boarding time patient longer than usual. The aim of this research was to analyse the various factors that have been associated with boarding time in the yellow zone emergency department.Methods: This research was an analytic observational study with a cross-sectional approach. The number of samples was 78 respondents who were recruited with a non-probability sampling technique. The univariate and bivariate analysis was utilized to test the relationship between the variables. A further statistical test was conducted with linear regression to understand the most dominant factor.Results: The results showed a significant relationship between transfer time, laboratory turnaround time, diagnostic time, time arrival, insurance coverage, ratio nurse and patient and boarding time. Furthermore, multivariate analysis with linear regression showed a significant association between transfer time, laboratory turns around, and the ratio of nurses to patients with the boarding time.Conclusion: The findings from this study show that patient boarding time in the yellow zone should consider several factors. This research provides the output of the initial data as one of the basic considerations for service management and team minimum service standards in hospitals.

Defining the relationships between IT service management and IT service governance

IT service provider organizations need both IT service management (ITSM) and IT service governance (ITSG) to ensure successful service provision for their customers. However, current service science literature has not adequately addressed how these activities differ from each other. Focusing solely on IT service management and ignoring service governance aspects may cause difficulties in measuring the performance of service management, defining and deploying the roles and responsibilities of service management, allocating the resources for right service improvements and adopting the service-oriented process culture. The research problem of this study is: How does IT service management differ from IT service governance? The main contribution of the study is a framework for IT service governance and a roadmap of IT service management frameworks and standards that can be utilized in establishing IT service governance activities. The theory-based framework is validated in an IT service change management case study with five Finnish IT service provider organizations. The results of this study may be used by top management, service directors and the IT service managers of IT service companies to better identify different aspects of IT service management and IT service governance.

Benefits of ISO 20000 IT service management certification

This paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and tests the relationship between that classification and general satisfaction with the standard. The study is based on 105 responses to ISO-20000-certified organisations survey in Spain. After a descriptive analysis of the sample, a structural equation model is designed to test the hypotheses presented. According to the model, ISO 20000 benefits can be divided into those which are internal and those which are external. The variables that best define each type are identified. Moreover, those benefits are shown to be related to general satisfaction with ISO 20000 certification. The findings can be extended to other IT service management standards such as ITIL.

Education for IT Service Management Standards

Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.

International telecommunications service management

This paper discusses the importance of high-quality telecommunication service management and discusses the standards used in international telecommunications service management. Telecommunication service management and standards are tightly coupled with each other as better standards result in better service management. The major standardisation bodies that are responsible for creating the technical specifications of major telecommunication service management standards are ITU-T, TeleManagement Forum (TM Forum) and International Organization for Standardization (ISO). A state-of-the-art survey of the telecommunications service management arena and forecast of the future direction and applications of international telecommunications service management standardisation are described.

Nursing service management standards

The nursing service manager is responsible and accountable for quality nursing service management to facilitate optimal attainment of the goals/objectives and outcomes within the context and scope of health service delivery of the health care organisation. OpsommingDie verpleegdiensbestuur is verantwoordelik en aanspreeklik vir gehalte-verpleegdiensbestuur om optimale bereiking van doelwitte/doelstellings en uitkomste binne die konteks en omvang van gesondheidsdienslewering in ‘n gesondheidsdiens te fasiliteer.&#x0D; &#x0D; *Please note: This is a reduced version of the abstract. Please refer to PDF for full text.