Need of the hour: A service failure recovery reorientation for U.S. hospitals.

IF 1.7 3区医学 Q3 HEALTH POLICY & SERVICES

Health Care Management Review Pub Date : 2025-04-01 Epub Date: 2025-01-27 DOI:10.1097/HMR.0000000000000435

Subhajit Chakraborty, José A Pagán

{"title":"Need of the hour: A service failure recovery reorientation for U.S. hospitals.","authors":"Subhajit Chakraborty, José A Pagán","doi":"10.1097/HMR.0000000000000435","DOIUrl":null,"url":null,"abstract":"Issue: Many hospitals in the United States are facing significant postpandemic operational challenges largely as a result of increasing demand for health care services. Operational issues increase the risk of service failures. Improving the patient experience after service failures may lead to better outcomes for both patients and hospitals.Critical theoretical analysis: Drawing support from service failure recovery and quality management paradigms, we suggest that hospitals could periodically obtain deidentified patient feedback data drawn from multiple sources-including social media-to build a comprehensive patient experience dashboard that can be used to improve health care quality.Insight/advance: We offer an overarching conceptual framework to support organizational learning and make hospitals more adaptive to patient feedback. Staff members and leaders could examine patient feedback data to identify service failures and take appropriate action to prevent their recurrence in hospitals. A patient experience dashboard can be developed to document and visualize remedial actions taken by hospitals against each past service failure and shared with all stakeholders.Practice implications: Reorienting health care as a service where hospitals immediately listen to patients and promptly address their questions and concerns may help to strengthen the continuity of health care services offered by hospitals as well as improve their financial position, quality of care, and the overall patient experience.","PeriodicalId":47778,"journal":{"name":"Health Care Management Review","volume":" ","pages":"122-129"},"PeriodicalIF":1.7000,"publicationDate":"2025-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Health Care Management Review","FirstCategoryId":"3","ListUrlMain":"https://doi.org/10.1097/HMR.0000000000000435","RegionNum":3,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2025/1/27 0:00:00","PubModel":"Epub","JCR":"Q3","JCRName":"HEALTH POLICY & SERVICES","Score":null,"Total":0}

引用次数: 0

Abstract

Issue: Many hospitals in the United States are facing significant postpandemic operational challenges largely as a result of increasing demand for health care services. Operational issues increase the risk of service failures. Improving the patient experience after service failures may lead to better outcomes for both patients and hospitals.

Critical theoretical analysis: Drawing support from service failure recovery and quality management paradigms, we suggest that hospitals could periodically obtain deidentified patient feedback data drawn from multiple sources-including social media-to build a comprehensive patient experience dashboard that can be used to improve health care quality.

Insight/advance: We offer an overarching conceptual framework to support organizational learning and make hospitals more adaptive to patient feedback. Staff members and leaders could examine patient feedback data to identify service failures and take appropriate action to prevent their recurrence in hospitals. A patient experience dashboard can be developed to document and visualize remedial actions taken by hospitals against each past service failure and shared with all stakeholders.

Practice implications: Reorienting health care as a service where hospitals immediately listen to patients and promptly address their questions and concerns may help to strengthen the continuity of health care services offered by hospitals as well as improve their financial position, quality of care, and the overall patient experience.

查看原文本刊更多论文

时间的需要：美国医院服务故障恢复的重新定位。

问题：美国的许多医院在大流行后面临重大的业务挑战，主要原因是对卫生保健服务的需求不断增加。操作问题增加了服务失败的风险。在服务失败后改善患者体验可能会为患者和医院带来更好的结果。关键理论分析：借鉴服务失败恢复和质量管理范式，我们建议医院可以定期从多个来源（包括社交媒体）获取未识别的患者反馈数据，以建立一个全面的患者体验仪表板，用于提高医疗质量。洞察/进步：我们提供了一个总体概念框架，以支持组织学习，并使医院更适应患者的反馈。工作人员和领导可以检查病人反馈数据，以确定服务失败的情况，并采取适当行动，防止这种情况在医院再次发生。可以开发患者体验仪表板，以记录和可视化医院针对过去每次服务故障所采取的补救措施，并与所有利益相关者共享。实践影响：将医疗保健重新定位为一种服务，即医院立即听取患者的意见并及时解决他们的问题和关切，这可能有助于加强医院提供的医疗保健服务的连续性，并改善其财务状况、护理质量和总体患者体验。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Health Care Management Review HEALTH POLICY & SERVICES-

CiteScore

4.70

自引率

8.00%

发文量

期刊介绍： Health Care Management Review (HCMR) disseminates state-of-the-art knowledge about management, leadership, and administration of health care systems, organizations, and agencies. Multidisciplinary and international in scope, articles present completed research relevant to health care management, leadership, and administration, as well report on rigorous evaluations of health care management innovations, or provide a synthesis of prior research that results in evidence-based health care management practice recommendations. Articles are theory-driven and translate findings into implications and recommendations for health care administrators, researchers, and faculty.