探讨关键事件对用户医疗服务满意度的非线性影响。

IF 1 Q4 HEALTH POLICY & SERVICES
Gerson Tontini, Elaine Vaz, Evelásio Vieira Neto, Julio Cesar Lopes de Souza, Leonardo Anésio da Silva, Mara Paz Maurício Nowazick
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引用次数: 4

摘要

摘要目的:运用关键事件技术(CIT)和奖惩对比分析(PRCA)两种方法,探讨使用者记忆对门诊医疗服务总体评价的非线性影响。设计/方法/方法:作者在2016年期间对356名受访者进行了调查,这些受访者是位于巴西Blumenau/SC市的7家门诊诊所的用户。参与者被问及他们对服务的积极和消极方面的看法;使用CIT,根据以下维度对答案进行分类:移情、沟通、设施、获取、及时性、药物可用性、补充服务、安全/保密和服务绩效。然后,作者将识别的事件作为PRCA中的输入变量,评估了关键事件对用户对服务的总体评价的非线性影响。研究结果表明,医疗保健服务使用者对情感和健康方面的记忆倾向于积极,而对技术和形式方面的记忆倾向于消极多于积极。另一方面,PRCA发现,三个维度的事件对服务的整体感知产生积极影响(移情、补充服务和隐私),五个维度的事件产生消极影响(移情、设施、速度、药物/药房和健康表现),解释了26.3%的客户总体满意度变化。原创性/价值:本文探讨了两种方法的整合,展示了我们如何使用开放倾听医疗保健服务用户来识别不同事件对他们对服务的总体评估的非线性影响。结果表明,顾客的记忆并不一定影响顾客的整体满意度。目前的方法允许公司改进倾听客户的过程。没有其他论文探讨这种方法,特别是在医疗保健服务方面。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Exploring the nonlinear impact of critical incidents on users' satisfaction with healthcare services.

Purpose: The purpose of this paper is to evaluate the nonlinear impact of users' memories on their general evaluation of outpatient healthcare services by the integration of two methodologies: critical incidents technique (CIT) and penalty-reward contrast analysis (PRCA).

Design/methodology/approach: The authors carried out a survey with 356 respondents, users of seven outpatient clinics located in the city of Blumenau/SC, Brazil, during 2016. The participants were asked about their perceptions of positive and negative aspects of the service; and, using CIT, the answers were categorized according to the following dimensions: empathy, communication, facilities, access, promptness, medicines availability, complementary services, safety/confidentiality and service performance. Then, the authors evaluated the nonlinear impact of critical incidents on users' general evaluation of the service using the identified incidents as input variables in a PRCA.

Findings: The findings show that users of healthcare services tend to remember emotion and health aspects positively, while technical and formal aspects tend to be more negatively than positively remembered. On the other hand, PRCA identifies that incidents of three dimensions positively influence the overall perception of the service (empathy, complementary services and privacy) and five negatively (empathy, facilities, speed, drugs/pharmacy and health performance), explaining 26.3 percent of the variation in clients' general satisfaction.

Originality/value: The present paper explores the integration of two methodologies, showing how we can use open listening to healthcare service users to identify the nonlinear impact of different incidents on their general evaluation of the service. The results show that what customers remember does not necessarily influence overall customer satisfaction. The present approach allows companies to improve the process of listening to customers. There are no other papers exploring this approach, particularly in relation to healthcare services.

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来源期刊
CiteScore
4.00
自引率
6.70%
发文量
6
期刊介绍: ■Successful quality/continuous improvement projects ■The use of quality tools and models in leadership management development such as the EFQM Excellence Model, Balanced Scorecard, Quality Standards, Managed Care ■Issues relating to process control such as Six Sigma, Leadership, Managing Change and Process Mapping ■Improving patient care through quality related programmes and/or research Articles that use quantitative and qualitative methods are encouraged.
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