反向同情:危机期间医疗保健服务的使用价值和背景价值

IF 3.8 Q2 MANAGEMENT
S. De Rosis, K. Jamieson Gilmore, S. Nuti
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引用次数: 0

摘要

目的:利用意大利两个地区住院服务经验的连续和持续横断面网络调查的数据,作者使用多层次和多变量逻辑回归模型来确定与用户人口统计、情感和信息支持、提供的技术和物理方面相关的因素,这些因素在危机之前和危机期间影响满意度和推荐意愿。设计/方法/方法使用价值是根据使用服务的经验所产生的正面或负面价值来定义的,用户可以对其进行评价,并受到提供服务的环境的影响。作者测试了服务的使用价值是否以及如何在危机背景下发生变化。本研究通过评估疫情对住院体验的影响,应用于2019冠状病毒病(COVID-19)流行期间的医疗保健部门。总体而言,对8712份调查问卷的分析发现,在疫情蔓延后,这些数据的价值更大。在危机时期,护理的技术和信息方面被发现是最受患者重视的,这可能会认识到危机期间工作人员的非凡专业精神。研究局限/启示本研究实证表明,在前所未有的情况下,情境会影响患者对使用价值的评估,从而产生额外的情境价值。这些研究结果表明,在对一线员工表达感激和赞赏的空间较小的关键时期,用户报告的数据可以用于激励专业人员并增加弹性。这些结果重申需要继续收集和报告服务用户的声音,包括作为管理挑战性情况的计划中的活动。由于COVID-19的流行,医疗系统的痛苦程度对患者的推荐倾向产生了积极影响,作者认为这是由医疗服务机构的反向同情情绪驱动的。这些发现意味着,在对一线员工表达感激和赞赏的空间较小的关键时期,用户报告的数据可以用于激励专业人员和增加弹性,这可能具有积极的社会影响。这些结果重申需要继续收集和报告服务用户的声音,包括作为管理挑战性情况的计划中的活动。原创性/价值基于理论和实证研究交叉的关于使用价值、情境价值和通过用户体验衡量的服务质量的研究很少,特别是在医疗保健部门。作者的发现为未来的研究指明了方向,包括情境对价值创造的影响、用户对价值创造的感知、反向同情的概念以及反向同情对组织福祉的影响,尤其是在危机时期。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Reverse compassion: value-in-use and value-in-context of healthcare services during crisis
PurposeUsing data from a continuous and ongoing cross-sectional web survey on hospitalisation service experiences in two Italian regions, the authors used multilevel and multivariate logistic regression models to identify factors related to users' demographics, emotional and informative support, technical and physical aspects of the provision, influencing satisfaction and willingness-to-recommend, before and during a crisis.Design/methodology/approachThe value-in-use, defined in terms of a positive or negative value given by the experience with services, can be evaluated by users and influenced by the context of provision. The authors tested whether and how the value-in-use of services changed in a context of crisis. This study is applied to the healthcare sector during the coronavirus disease 2019 (COVID-19) epidemic, by evaluating the impact of the pandemic on hospitalisation experience.FindingsOverall, analyses of 8,712 questionnaires found a greater value after the pandemic spread. In a time of crisis, technical and informative aspects of care were found to be most valued by patients that may recognise the extraordinary professionalism of workers during the crisis.Research limitations/implicationsThis study empirically suggests that context can affect the evaluation of value-in-use by patients during unprecedented circumstances, producing additional value-in-context.Practical implicationsThese findings imply that during critical periods where there is less scope for expressions of gratitude and appreciation towards front-line workers, user-reported data can be used for motivating professionals and increase resilience. These results reiterate the need to continue collecting and reporting the service users' voices, including as activity within plans for managing challenging situations.Social implicationsThe level of healthcare system distress, due to the COVID-19 epidemic, positively affects patients' propensity to recommend, which the authors suggest is driven by healthcare services' feelings of reverse compassion. These findings imply that during critical periods where there is less scope for expressions of gratitude and appreciation towards front-line workers, user-reported data can be used for motivating professionals and increase resilience, which can have positive social implications. These results reiterate the need to continue collecting and reporting the service users' voices, including as activity within plans for managing challenging situations.Originality/valueResearch based on the intersection of theoretical and empirical research regarding value-in-use, value-in-context and service quality measured through user experience is scarce, in particular in the healthcare sector. The authors' findings set the direction for future research on the influence of context on value creation and value creation's perception by users, on the concept of reverse compassion and on reverse compassion's impact on organisational well-being, particularly in times of crisis.
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来源期刊
TQM Journal
TQM Journal Business, Management and Accounting-Business, Management and Accounting (all)
CiteScore
9.10
自引率
0.00%
发文量
114
期刊介绍: Commitment to quality is essential if companies are to succeed in a commercial environment which will be virtually unrecognizable in less than a decade. Changing attitudes, changing perspectives and changing priorities will revolutionise the structure and philosophy of future business practice - and TQM will be at the heart of that metamorphosis. All aspects of preparing for, developing, introducing, managing and evaluating TQM initiatives.
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