Journal of Management & Marketing in Healthcare最新文献

{"title":"Using a web application to improve satisfaction among patients undergoing surgery","authors":"R. Koop, J. Klaase, J. van der Palen, P. Kommers, A. Sanders, J. Jonker","doi":"10.1179/175330310X12918040319694","DOIUrl":"https://doi.org/10.1179/175330310X12918040319694","url":null,"abstract":"Abstract The study explores whether patient satisfaction is increased when a web application is used to inform patients about a surgical intervention. A randomised single centre study was conducted. The study population consisted of 32 patients that underwent an elective colon resection for colon cancer (15 in the experimental and 17 in the control group; patient characteristics were equally divided between both groups). The study group got the information with the web application from the nurse practitioner at least 10 days before surgery; the control group was given the standard oral information by the nurse practitioner. Satisfaction level was measured with a validated patient satisfaction questionnaire directly after giving the information and two weeks after the surgical intervention. The results indicate that patients are more satisfied when information is given by means of a web application. Given that expectations regarding hospital admission are more realistic when information is given in the optimal manner, this has consequences for the use of multimedia information techniques in healthcare in the near future.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"51 4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114346900","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Internal marketing and its basis for sound customer relationship management","authors":"T. Proctor","doi":"10.1179/175330310X12918040319658","DOIUrl":"https://doi.org/10.1179/175330310X12918040319658","url":null,"abstract":"Abstract Healthcare organisations are continually under pressure to improve the way in which they operate. The use of modern marketing methods both internally and externally within an organisation can help to bring this about. The paper argues that internal marketing is a way of improving customer focus within an organisation and paving the way for a system of good customer relationship management (CRM). The latter is seen as the mechanism for developing a quality service to customers. The paper indicates ways in which internal marketing can be implemented in an organisation. The quality of a service is identified as a key element in creating customer satisfaction and this is reflected in the manner in which the service is delivered as well as in the nature of the service itself. The paper presents a descriptive model of service quality in healthcare, highlighting various elements of service quality and delivery. The fact that service delivery may be fragmented across the internal departments and functions of an organisation and even involve third parties offers a challenge to providing a seamless and efficient service. Current and intended use of information technology expects to meet these challenges by providing an efficient and effective CRM system.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"103 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129878048","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Remuneration systems, employer attractiveness and demographic change: An analysis of anaesthetists in German hospitals","authors":"Lars W. Mitlacher, A. Welker","doi":"10.1179/175330310X12918040319739","DOIUrl":"https://doi.org/10.1179/175330310X12918040319739","url":null,"abstract":"Abstract Healthcare systems in industrialised countries have been criticised for a number of years. Rising costs, dissatisfied patients and increasing economic pressure represent only part of the problem. A shortage of medical personnel as well as the emigration of physicians has forced hospitals to reconsider HR strategies. To recruit qualified physicians, hospitals must be attractive employers. Within the German healthcare sector, the deployment of performance management systems and variable pay for performance components is traditionally underdeveloped. Such management tools require workforce support to succeed. Studies determining exactly what contributes to a positive employer image among physicians, however, are absent from the literature. This paper addresses this by investigating the expectations of physicians regarding employer attractiveness, including the role of the pay system. The paper starts with a summary of the current situation in the German healthcare market, with a particular focus on the unique position of anaesthetists, who have a vital function within every surgical team. Based on theories about employer attractiveness, motivational theories and concepts from SHRM literature, propositions are developed to analyse the abovementioned issues. A small sample of anaesthetists from a German hospital is used in a first step to test the developed propositions. The paper concludes with a discussion.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130175920","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Marketing situation analysis and strategic planning for NHS clinical services","authors":"R. Hudson","doi":"10.1179/175330310X12736577965801","DOIUrl":"https://doi.org/10.1179/175330310X12736577965801","url":null,"abstract":"Abstract This paper illustrates the processes needed to ensure the necessary information is available to prepare a marketing strategy for your clinical service of choice. This is often described in marketing publications as a 'situation analysis' or 'marketing audit'. The situation analysis will lead to the identification of the organisation's key strengths and weaknesses and the opportunities and threats it faces. The second part of the paper illustrates how to identify marketing objectives and subsequently select generic marketing strategies for your chosen clinical services. Once analysis and determination of strategy have been completed, the next stage of the market planning process should be identifying specific marketing activities to support the chosen generic strategy. However space does not allow further elaboration on this process here. While this paper is intended as a simplified guide for acute NHS trusts, the marketing processes described can be applied to the marketing of clinical services in general, whether in the public or private sector.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"31 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114238483","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Marketing and ophthalmology: Examination and treatment but what is the prognosis?","authors":"S. Lash","doi":"10.1179/175330310X12736577965766","DOIUrl":"https://doi.org/10.1179/175330310X12736577965766","url":null,"abstract":"Abstract This paper examines potential issues surrounding the implementation of marketing within NHS ophthalmology. Barriers on both sides are discussed and it is hoped that the paper will facilitate what is likely to become an increasingly important relationship. The paper specifically examines the understanding of marketing by the NHS staff who would ultimately deliver it. Structured interviews were conducted and demonstrate a misunderstanding of marketing and a cultural clash between a 'product' and a 'marketing' orientation. Significant barriers exist on the marketing side, especially when trying to answer the foundational questions of marketing. The discussion raises ethical and practical issues. In conclusion, it is argued that if marketing is to develop in NHS ophthalmology, it is essential to educate staff, specifically the leaders who will champion change, in marketing theory. Marketing culture should be allowed to influence the product culture not replace it. NHS ophthalmology, in spite of the current lack of a free market, should begin to develop competences in this area, although many ethical and practical issues likely to require a national debate around the purpose and remit of the NHS, need to be resolved. Only then can we address the foundational question of marketing and the strategy forthcoming.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"88 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121705406","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"EHMA Editorial Influencing EU health policy: supreme discipline or waste of time?","authors":"B. Baer","doi":"10.1179/175330310X12798052449105","DOIUrl":"https://doi.org/10.1179/175330310X12798052449105","url":null,"abstract":"It is important not to underestimate the importance of the EU for its Member States: it has been estimated that the EU accounts for between 70 per cent and 90 per cent of Member States’ legislation.1 Policies in the field of trade and the single market as well as employment, agriculture and environmental protection all fall under the EU’s competence, and have a strong influence on health. This is in addition to the EU’s remit in health policy itself, where recent developments such as the new draft Directive on Patients Rights in Cross-Border healthcare and the Communication and Council Recommendation on Patient Safety have at least the potential to significantly shape health policy-making at national and local level.2 If the case can be made that the EU is intervening in important policy areas for health managers, it raises the question of how managers, researchers and policy makers can effectively influence its policies. The Brussels landscape is complex, with many different actors and interests, including a specialised cadre of EU lobbyists.3 Recent sources indicate that around 15,000–20,000 lobbyists are currently based in Brussels.4 A similarly large number of training courses are currently offered all around Brussels on lobbying the EU. Although professional lobbyists are an important feature of Brussels politics, this editorial is not focused on them. Rather, the editorial focuses on how those who do not spend their lives immersed in Brussels and its politics — managers, researchers and others — can best engage with the EU and shape health policy at European level. It is often argued that the biggest barrier to influencing the EU is that the EU institutions and Brussels actors are not actually very interested in external views. If one is not part of the Brussels club, there is nothing much that he or she can add. While the argument of democratic deficit is easy to make in relation to the EU, conscious efforts have been made in the last few decades to make the EU more open and transparent.5 It is now generally been accepted that effective EU policy-making needs some form of civil society input.6 In the field of health, stakeholder involvement particularly became a buzz word under Robert Madelin’s leadership of DG SANCO (2003–2010), who created with what he termed ‘co-operative voluntarism’ an alternative to hard legislation, i.e. multi-stakeholder platforms bringing together different interests to encourage them to voluntary agree on and commit to joint guidelines or policies.7 Information on EU health policy initiatives is made available online, and further disseminated by different newsletters and info channels.8 A number of advisory and discussion platforms such as the Health Policy Forum have been set up — often supported by EU funding to cover travel — in an effort to bring stakeholders around the table and promote compromise and legitimacy of EU policies.9 But if the EU is open to hearing and being influenced by stakeholder views, how ","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125708266","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Marketisation and the orchestration of healthcare networks in Finland","authors":"P. Parvinen, P. Lukkari","doi":"10.1179/175330310X12736577965847","DOIUrl":"https://doi.org/10.1179/175330310X12736577965847","url":null,"abstract":"Abstract This paper discusses the coordination of change in healthcare networks and highlights their orchestration as a potentially valuable research avenue. In this study, theoretical propositions are drawn from literature of (a) strategic nets and business networks, and (b) institutional change. These propositions are tested by an exploratory study on the marketisation-oriented changes in Finnish healthcare. Findings indicate that network heterogeneity creates a structural possibility for partial optimisation, and marketisation is a spontaneous change process that fuels these partial optimisation habits. Orchestration across levels is needed, because heterogeneity and spontaneity create significant problems in outcomes. Further, a practical implication of the findings is drawn: the orchestration of countermeasures in healthcare networks is possible when the outcomes and/or threats of spontaneous ordering are understood.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126182407","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Regional care chain in the management of breast tumour patients in South-West Finland","authors":"P. Immonen-Räihä, L. Kauhava, R. Aaltonen, M. Laine, Tuija Liski, Lassi Kaukonen, Niko Juusela, H. Mäkäräinen, T. Tunturi","doi":"10.1179/175330310X12665793931267","DOIUrl":"https://doi.org/10.1179/175330310X12665793931267","url":null,"abstract":"Abstract There are national guidelines for the diagnostics and treatment of breast cancer in Finland. A care chain description was needed to offer high-quality services for the management of breast tumour patients in the South-West Finland hospital district. A taskforce for breast tumour management was formed with representatives from four primary healthcare centres, the mammography screening centre, local hospitals, and the oncology, pathology, radiology and surgery departments at the Turku University Hospital. The taskforce agreed on time limits within which each diagnostic procedure and treatment should be offered. The healthcare providers agreed on their liabilities. The care chain description was created in order to secure patient care at the right time at the right place with minimal delay. These management guidelines were implemented on the intranets of the healthcare providers. These regional guidelines were linked with national diagnostic and treatment guidelines and recommendations. Based on this work, an online audit system for the breast tumour guidelines is planned as a pilot study for the evaluation of the hospital district's VARSAT Data Warehouse project, consisting of the process indicators, clinical quality indicators, and the cost-effectiveness of the process.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115659398","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Extrabudgetary ('NUB') payments: A gateway for introducing new medical devices into the German inpatient reimbursement system?","authors":"C. Henschke, M. Bäumler, S. Weid, M. Gaskins, R. Busse","doi":"10.1179/175330310X12665793931221","DOIUrl":"https://doi.org/10.1179/175330310X12665793931221","url":null,"abstract":"Abstract Most new medical devices in Germany are first introduced in the inpatient sector. The key hurdles to marketing them are thus to ensure their inclusion in the German Diagnosis-Related Group (G-DRG) system and to bridge the financial gap in the interim. In 2005, a system of extrabudgetary payments was introduced to bridge this gap and to expedite the inclusion of new technologies in the G-DRG system. The present study aims (1) to describe prototypical regulatory pathways for including new medical devices and other technologies in the G-DRG system and (2) to analyse real-world data on applications for extrabudgetary reimbursement to determine the pathways these technologies followed between 2005 and 2009. The findings show that the technologies did indeed follow the prototypical pathways and that patients' access to them has been improved by the system of extrabudgetary payments. Some technologies, however, have still not been fully included in the G-DRG system, even after four years. Moreover, improved access through quick uptake is a double-edged sword. Evidence on the effectiveness and cost-effectiveness of medical devices should ultimately be brought into play and tied intimately to the system of extrabudgetary and G-DRG reimbursement.","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"249 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120988726","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Improving health and healthcare: Old aims, new issues?","authors":"J. P. Moreira","doi":"10.1179/175330413X13789820182545","DOIUrl":"https://doi.org/10.1179/175330413X13789820182545","url":null,"abstract":"","PeriodicalId":354315,"journal":{"name":"Journal of Management & Marketing in Healthcare","volume":"36 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121185886","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}