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Publisher: Emerald   (Total: 311 journals)

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A Life in the Day     Hybrid Journal   (Followers: 9)
Accounting Auditing & Accountability J.     Hybrid Journal   (Followers: 19)
Accounting Research J.     Hybrid Journal   (Followers: 23, SJR: 0.148, h-index: 3)
Accounting, Auditing and Accountability J.     Hybrid Journal   (Followers: 4, SJR: 0.972, h-index: 30)
Advances in Accounting Education     Hybrid Journal   (Followers: 10)
Advances in Appreciative Inquiry     Hybrid Journal   (Followers: 2, SJR: 0.107, h-index: 4)
Advances in Dual Diagnosis     Hybrid Journal   (Followers: 36)
Advances in Gender Research     Full-text available via subscription  
Advances in Mental Health and Intellectual Disabilities     Hybrid Journal   (Followers: 44, SJR: 0.211, h-index: 3)
Advances in Mental Health and Learning Disabilities     Hybrid Journal   (Followers: 22)
African J. of Economic and Management Studies     Hybrid Journal   (Followers: 9)
Agricultural Finance Review     Hybrid Journal   (Followers: 1)
Aircraft Engineering and Aerospace Technology     Hybrid Journal   (Followers: 109, SJR: 0.339, h-index: 15)
American J. of Business     Hybrid Journal   (Followers: 9)
Anti-Corrosion Methods and Materials     Hybrid Journal   (Followers: 5, SJR: 0.309, h-index: 23)
Arts Marketing : An Intl. J.     Hybrid Journal   (Followers: 10)
Asia Pacific J. of Marketing and Logistics     Hybrid Journal   (Followers: 6)
Asia-Pacific J. of Business Administration     Hybrid Journal   (Followers: 2, SJR: 0.237, h-index: 4)
Asian Education and Development Studies     Hybrid Journal   (Followers: 6)
Asian J. on Quality     Hybrid Journal   (Followers: 2)
Asian Review of Accounting     Hybrid Journal   (Followers: 1, SJR: 0.174, h-index: 3)
Aslib J. of Information Management     Hybrid Journal   (Followers: 6)
Aslib Proceedings     Hybrid Journal   (Followers: 171, SJR: 0.558, h-index: 23)
Assembly Automation     Hybrid Journal   (Followers: 1, SJR: 0.439, h-index: 20)
Baltic J. of Management     Hybrid Journal   (Followers: 2, SJR: 0.2, h-index: 10)
Benchmarking : An Intl. J.     Hybrid Journal   (Followers: 6, SJR: 0.554, h-index: 28)
British Food J.     Hybrid Journal   (Followers: 9, SJR: 0.361, h-index: 25)
Built Environment Project and Asset Management     Hybrid Journal   (Followers: 15, SJR: 0.248, h-index: 3)
Business Process Management J.     Hybrid Journal   (Followers: 7, SJR: 0.841, h-index: 31)
Business Strategy Series     Hybrid Journal   (Followers: 5, SJR: 0.151, h-index: 3)
Campus-Wide Information Systems     Hybrid Journal   (Followers: 5, SJR: 0.246, h-index: 12)
Career Development Intl.     Hybrid Journal   (Followers: 9, SJR: 0.721, h-index: 22)
China Agricultural Economic Review     Hybrid Journal   (Followers: 1, SJR: 0.419, h-index: 6)
China Finance Review Intl.     Hybrid Journal   (Followers: 4)
Chinese Management Studies     Hybrid Journal   (Followers: 4, SJR: 0.424, h-index: 7)
Circuit World     Hybrid Journal   (Followers: 14, SJR: 0.297, h-index: 15)
Clinical Governance: An Intl. J.     Hybrid Journal   (Followers: 21, SJR: 0.176, h-index: 13)
Collection Building     Hybrid Journal   (Followers: 10, SJR: 0.461, h-index: 8)
COMPEL: The Intl. J. for Computation and Mathematics in Electrical and Electronic Engineering     Hybrid Journal   (Followers: 5, SJR: 0.224, h-index: 18)
Competitiveness Review : An Intl. Business J. incorporating J. of Global Competitiveness     Hybrid Journal   (Followers: 3)
Construction Innovation: Information, Process, Management     Hybrid Journal   (Followers: 15)
Corporate Communications An Intl. J.     Hybrid Journal   (Followers: 4, SJR: 0.394, h-index: 18)
Corporate Governance Intl. J. of Business in Society     Hybrid Journal   (Followers: 6, SJR: 0.345, h-index: 21)
Critical Perspectives on Intl. Business     Hybrid Journal   (SJR: 0.311, h-index: 11)
Cross Cultural Management An Intl. J.     Hybrid Journal   (Followers: 7, SJR: 0.648, h-index: 6)
Development and Learning in Organizations     Hybrid Journal   (Followers: 7, SJR: 0.123, h-index: 6)
Direct Marketing An Intl. J.     Hybrid Journal   (Followers: 6)
Disaster Prevention and Management     Hybrid Journal   (Followers: 14, SJR: 0.352, h-index: 24)
Drugs and Alcohol Today     Hybrid Journal   (Followers: 59, SJR: 0.129, h-index: 2)
Education + Training     Hybrid Journal   (Followers: 17, SJR: 0.39, h-index: 21)
Education, Business and Society : Contemporary Middle Eastern Issues     Hybrid Journal   (SJR: 0.243, h-index: 6)
Employee Relations     Hybrid Journal   (Followers: 5, SJR: 0.446, h-index: 16)
Engineering Computations     Hybrid Journal   (Followers: 3, SJR: 0.567, h-index: 36)
Engineering, Construction and Architectural Management     Hybrid Journal   (Followers: 16, SJR: 0.468, h-index: 20)
Equal Opportunities Intl.     Hybrid Journal   (Followers: 3)
Equality, Diversity and Inclusion : An Intl. J.     Hybrid Journal   (Followers: 12, SJR: 0.37, h-index: 4)
Ethnicity and Inequalities in Health and Social Care     Hybrid Journal   (Followers: 9, SJR: 0.109, h-index: 1)
EuroMed J. of Business     Hybrid Journal  
European Business Review     Hybrid Journal   (Followers: 5, SJR: 0.368, h-index: 15)
European J. of Innovation Management     Hybrid Journal   (Followers: 14, SJR: 0.442, h-index: 22)
European J. of Marketing     Hybrid Journal   (Followers: 20, SJR: 0.957, h-index: 38)
European J. of Training and Development     Hybrid Journal   (Followers: 8, SJR: 0.296, h-index: 18)
Evidence-based HRM     Hybrid Journal   (Followers: 7)
Facilities     Hybrid Journal   (Followers: 2, SJR: 0.34, h-index: 13)
foresight     Hybrid Journal   (Followers: 7, SJR: 0.62, h-index: 16)
Gender in Management : An Intl. J.     Hybrid Journal   (Followers: 10, SJR: 0.495, h-index: 17)
Grey Systems : Theory and Application     Hybrid Journal  
Health Education     Hybrid Journal   (Followers: 4, SJR: 0.345, h-index: 13)
Higher Education, Skills and Work-based Learning     Hybrid Journal   (Followers: 37, SJR: 0.121, h-index: 2)
History of Education Review     Hybrid Journal   (Followers: 8, SJR: 0.102, h-index: 1)
Housing, Care and Support     Hybrid Journal   (Followers: 8, SJR: 0.155, h-index: 3)
Human Resource Management Intl. Digest     Hybrid Journal   (Followers: 13, SJR: 0.105, h-index: 5)
Humanomics     Hybrid Journal   (Followers: 2, SJR: 0.104, h-index: 1)
Indian Growth and Development Review     Hybrid Journal   (SJR: 0.131, h-index: 1)
Industrial and Commercial Training     Hybrid Journal   (Followers: 5, SJR: 0.318, h-index: 10)
Industrial Lubrication and Tribology     Hybrid Journal   (Followers: 6, SJR: 0.46, h-index: 15)
Industrial Management & Data Systems     Hybrid Journal   (Followers: 3, SJR: 0.989, h-index: 54)
Industrial Robot An Intl. J.     Hybrid Journal   (Followers: 3, SJR: 0.421, h-index: 25)
Info     Hybrid Journal   (SJR: 0.337, h-index: 17)
Information and Computer Security     Hybrid Journal   (Followers: 14, SJR: 0.29, h-index: 28)
Information Technology & People     Hybrid Journal   (Followers: 58, SJR: 0.664, h-index: 21)
Interactive Technology and Smart Education     Hybrid Journal   (Followers: 13)
Interlending & Document Supply     Hybrid Journal   (Followers: 86, SJR: 0.593, h-index: 10)
Internet Research     Hybrid Journal   (Followers: 64, SJR: 0.846, h-index: 44)
Intl. J. for Lesson and Learning Studies     Hybrid Journal   (Followers: 2)
Intl. J. for Researcher Development     Hybrid Journal   (Followers: 8)
Intl. J. of Accounting and Information Management     Hybrid Journal   (Followers: 6, SJR: 0.265, h-index: 4)
Intl. J. of Bank Marketing     Hybrid Journal   (Followers: 4, SJR: 0.672, h-index: 26)
Intl. J. of Climate Change Strategies and Management     Hybrid Journal   (Followers: 9, SJR: 0.211, h-index: 3)
Intl. J. of Clothing Science and Technology     Hybrid Journal   (Followers: 4, SJR: 0.436, h-index: 20)
Intl. J. of Commerce and Management     Hybrid Journal  
Intl. J. of Conflict Management     Hybrid Journal   (Followers: 10, SJR: 0.322, h-index: 31)
Intl. J. of Contemporary Hospitality Management     Hybrid Journal   (Followers: 11, SJR: 1.2, h-index: 24)
Intl. J. of Culture Tourism and Hospitality Research     Hybrid Journal   (Followers: 13, SJR: 0.113, h-index: 1)
Intl. J. of Development Issues     Hybrid Journal   (Followers: 6)
Intl. J. of Disaster Resilience in the Built Environment     Hybrid Journal   (Followers: 5, SJR: 0.181, h-index: 5)
Intl. J. of Educational Management     Hybrid Journal   (Followers: 4, SJR: 0.508, h-index: 16)
Intl. J. of Emergency Services     Hybrid Journal   (Followers: 1)
Intl. J. of Emerging Markets     Hybrid Journal   (Followers: 2)
Intl. J. of Energy Sector Management     Hybrid Journal   (Followers: 4, SJR: 0.187, h-index: 7)

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Journal Cover   International Journal of Health Care Quality Assurance
  [SJR: 0.357]   [H-I: 25]   [6 followers]  Follow
   Hybrid Journal Hybrid journal (It can contain Open Access articles)
   ISSN (Print) 0952-6862
   Published by Emerald Homepage  [311 journals]
  • Factors affecting dental service quality
    • Authors: Mohammadkarim Bahadori, Mehdi Raadabadi, Ramin Ravangard, Donia Baldacchino
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose Measuring dental clinic service quality is the first and most important factor in improving care. The quality provided plays an important role in patient satisfaction. This study identifies factors affecting dental service quality from the patients' viewpoint. Design/methodology/approach This cross-sectional, descriptive-analytical study was conducted in a dental clinic in Tehran between January and June 2014. A sample of 385 patients was selected from two work shifts using stratified sampling proportional to size and simple random sampling methods. The data were collected a self-administered questionnaire designed for the purpose of the study, based on the Parasuraman and Zeithaml's model of service quality which consisted of two parts: the patients' demographic characteristics and a 30-item questionnaire to measure the five dimensions of the service quality. The collected data were analyzed using SPSS 21.0 and Amos 18.0 through some descriptive statistics such as mean, standard deviation, as well as analytical methods, including confirmatory factor. Findings Results showed that the correlation coefficients for all dimensions were higher than 0.5. In this model, Assurance (Regression weight=0.99) and Tangibility (Regression weight=0.86) had, respectively, the highest and lowest effects on dental service quality. Practical implications The Parasuraman and Zeithaml's model is a suitable to measure quality in dental services. The variables of related to dental services quality have made according to the model. Originality/value This is a pioneering study that uses Parasuraman and Zeithaml's model and CFA in a dental setting. This study provides useful insights and guidance for dental service quality assurance.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:09:00Z
      DOI: 10.1108/IJHCQA-12-2014-0112
  • Performance Improvement CME: challenges inherent to the process
    • Authors: Farhan Saeed Vakani, Ronan O'Beirne
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose This perspective debates upon the real time challenges for a three-staged Performance Improvement Continuing Medical Education (PI-CME) model, an innovative and potential approach for future CME, to inform providers to think, prepare, and to act proactively. Design/methodology/approach In this discussion, we have reported the challenges associated for adopting the American Medical Association’s three-staged PI-CME model. Findings Not many institutions in US are using a three-staged performance improvement model and then customizing it to their own health care context for the specific targeted audience. They integrate traditional CME methods with performance and quality initiatives, and linking with CME credits. Practical implications Overall the US health system is interested in a structured performance improvement CME model with the potential to improve physicians practicing behaviors. Originality/value Knowing the dearth of evidence for applying this structured performance improvement methodology into the design of CME activities, and the lack of clarity on challenges inherent to the process that learners and providers encounter. This paper establishes all-important first step to render the set of challenges for a three-staged PI-CME model.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:08:52Z
      DOI: 10.1108/IJHCQA-04-2015-0052
  • Using fuzzy gap analysis to measure medical tourism service quality
    • Authors: Li-Hsing Ho, Shu-Yun Feng, Tieh-Min Yen
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose This study is intended to create a model to measure quality of service, using fuzzy linguistics to analyze the quality of service of medical tourism in Taiwan so as to find the direction for improvement of service quality in medical tourism. Design/methodology/approach The study developed fuzzy questionnaires based on the characteristics of medical tourism quality of service in Taiwan. Questionnaires were delivered and recovered from February, 2014 to April, using random sampling according to the proportion of medical tourism companies in each region, and 150 effective samples were obtained. The critical quality of service level is found through the Fuzzy Gap Analysis using questionnaires examining expectations and perceptions of customers, as the direction for continuous improvement. Findings From the study, the primary 5 critical service items that improve the quality of service for medical tourism in Taiwan include, in order: the capability of the service provider to provide committed medical tourism services reliably and accurately, facility service providers in conjunction with the services provided, the cordial and polite attitude of the service provider eliciting a sense of trust from the customer, professional ability of medical (nursing) personnel in hospital, and reliability of service provider. Originality/value The contribution of this study is to create a Fuzzy Gap Analysis to assess the performance of medical tourism service quality, identify key quality characteristics, and provide a direction for improvement and development for medical tourism service quality in Taiwan.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:08:00Z
      DOI: 10.1108/IJHCQA-06-2014-0072
  • Healthy work environment – a challenge?
    • Authors: Pia Hannele Jansson von Vultée
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose In Sweden, leave due to sickness was high during the 1990s. The Swedish Social Insurance Agency was able to decrease sick days in the period between 2000 and 2010 but sick days are rising again in Sweden, mostly due to psychological problems among women and partly due to their work environment. It is important to find methods to identify poor work settings to prevent absenteeism due to sickness. Design/methodology/approach We created a web questionnaire focusing on the organizational setting and its impact on employee well-being - reported as mental energy, work related exhaustion and work satisfaction. The questionnaire measures good and poor work environment factors to help managers improve organizational settings. The questionnaire was validated qualitatively and quantitatively. Findings It is possible to measure individual wellbeing in an organizational context at an early stage. We followed a company undergoing organizational change and identified groups at risk of developing illness. Practical implications Managers uncertain about employee mental status can measure employee well-being easily and cost effectively to prevent illness. Originality/value We created a method, statistically evaluated, to proactively identify good and poor work environments to promote healthy co-workers.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:07:51Z
      DOI: 10.1108/IJHCQA-11-2014-0108
  • Key performance measures to control maintenance-associated HAIs
    • Authors: Stanley Njuangang, Champika Liyanage, Akintola Akintoye
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose The study aims to improve overall healthcare maintenance (HM) service performance in NHS infection control (IC). Hence, we identify critical success factors (CSFs) and key performance measures in maintenance-associated infections. These infections occur because of the poor performance of HM service in IC. Design/methodology/approach In the first Delphi exercise, complete CSFs and performance measures were presented to the Delphi participants for refinement and modification. Delphi round one data were analysed manually and used to refine the rounds two and three Delphi instruments. In subsequent Delphi rounds, the results were analysed through descriptive statistics. Findings In total, eight CSFs and fifty-three key performance measures were identified for reducing maintenance-associated infections in hospitals. For example, establishing clear communication between the infection control team (ICT) and HM unit is important for preventing maintenance-associated HAIs. Dust prevention is also identified by the healthcare experts as an important measure to prevent maintenance-associated HAIs in high-risk patient areas. Originality/value The findings provide CSFs and key performance measures for measuring performance in HM in IC. Reducing the rate of maintenance-associated infections will have important socio-economic and health ramifications for hospitals. It will reduce cost and free up additional resources for alternative projects. It will also raise confidence amongst healthcare users about the quality of services provided by hospitals
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:07:43Z
      DOI: 10.1108/IJHCQA-12-2014-0117
  • The challenges to performance and sustaining mutual health
           organisations/health institutions: an exploratory study in Ghana
    • Authors: Augustine Adomah-Afari
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose To explore challenges to the performance and sustainability of mutual health organisations and health institutions towards enhancing access to quality health care in Ghana. Design/methodology/approach Data was gathered through interviews and documentary review Findings Problems with late release of reimbursement funds for discharging with claims by the central government has impacted heavily on the financial and strategic management and decision making processes of the mutual health organisations and health institutions. Research limitations/implications The lack of in-depth analysis of the financial viability of the mutual health organisations; and the limited number of schemes selected. Practical implications Recommends the need to ensure prompt release of reimbursement funds by government to enable the mutual health organisations to reimburse claims to health institutions. Originality/value Contributes to understanding of how the NHI Act influences the operations of mutual health organisations and health institutions towards increasing access to quality health care and financing
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:07:31Z
      DOI: 10.1108/IJHCQA-02-2015-0018
  • Depression screening optimization in an academic rural setting
    • Authors: Sohaib Aleem, William C Torrey, Mathew S Duncan, Shoshana J Hort, John N Mecchella
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.
      Purpose Primary care plays a critical role in screening and management of depression. We focused on leveraging the electronic health record (EHR) as well as work flow redesign to improve the efficiency and reliability of the process of depression screening in two adult primary care clinics of a rural academic institution in United States. Design/methodology/approach We utilized various process improvement tools from lean six sigma methodology including project charter, swim lane process maps, critical to quality tree, process control charts, fishbone diagrams, frequency impact matrix, mistake proofing and monitoring plan in Define-Measure-Analyze-Improve-Control format. Interventions included change in depression screening tool, optimization of data entry in EHREHR data entry optimization; follow up of positive screen, staff training and EHR redesign. Findings Depression screening rate for office-based primary care visits improved from 17.0% at baseline to 75.9% in the post-intervention control phase (p < 0.001). Follow up of positive depression screen with Patient History Questionnaire-9 data collection remained above 90%. Duplication of depression screening increased from 0.6% initially to 11.7% and then decreased to 4.7% after optimization of data entry by patients and flow staff. Research limitations/implications Impact of interventions on clinical outcomes could not be evaluated. Originality/value Successful implementation, sustainability and revision of a process improvement initiative to facilitate screening, follow up and management of depression in primary care requires accounting for voice of the process (performance metrics), system limitations and voice of the customer (staff and patients) to overcome various system, customer and human resource constraints.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:07:24Z
      DOI: 10.1108/IJHCQA-01-2015-0012
  • Editorial, Volume 28.7: Equitable and inequitable healthcare.
    • Authors: Keith Hurst
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 7, August 2015.

      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-30T02:07:19Z
      DOI: 10.1108/IJHCQA-06-2015-0075
  • Editorial: big data, big stories and the stones in our shoes – how
           neglecting the foundations can trip us up
    • Authors: Ian Callanan
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.

      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:32:55Z
      DOI: 10.1108/IJHCQA-06-2015-0074
  • Does electronic medication reconciliation at hospital discharge decrease
           prescription medication errors?
    • Authors: Geneve M Allison, Bernard Weigel, Christina Holcroft
      First page: 564
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.
      Purpose Medication errors are an important patient safety issue. Electronic medication reconciliation is a system designed to correct medication discrepancies at transitions in healthcare. This study measures types and prevalence of intravenous antibiotic errors at hospital discharge before and after the addition of an electronic discharge medication reconciliation tool (EDMRT). Design/methodology/approach A retrospective study was conducted at a tertiary hospital where house officers order discharge medications. One hundred pre-EDMRT and 100 post-EDMRT subjects were randomly recruited from the study center’s clinical Outpatient Parenteral Antimicrobial Therapy (OPAT) program. Using infectious disease consultant recommendations as gold standard, each antibiotic listed in these consultant notes was compared to the hospital discharge orders to ascertain the primary outcome: presence of an intravenous antibiotic error in the discharge orders. The primary covariate of interest was pre- vs. post-EDMRT group. After generating the crude prevalence of antibiotic errors, logistic regression accounted for potential confounding: discharge day (weekend vs. weekday), average years of practice by prescribing physician, inpatient service (medicine vs. surgery) and number of discharge mediations per patient. Findings Prevalence of medication errors decreased from 30% (30/100) among pre-EDMRT subjects to 15% (15/100) errors among post-EDMRT subjects. Dosage errors were the most common type of medication error. The adjusted odds ratio of discharge with intravenous antibiotic error in the post-EDMRT era was 0.39 (0.18, 0.87) compared to the pre-EDMRT era. In the adjusted model, the total number of discharge medications was associated with increased OR of discharge error. Originality/value To the authors’ knowledge, no other study has examined the impact of reconciliation on types and prevalence of medication errors at hospital discharge. The focus on intravenous antibiotics as a class of high-stakes medications with serious risks to patient safety during error events highlights the clinical importance of the findings. Electronic medication reconciliation may be an important tool in efforts to improve patient safety.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:33:22Z
      DOI: 10.1108/IJHCQA-12-2014-0113
  • Quantitative comparisons of urgent care service providers
    • Authors: Hong Qin, Gayle Linda Prybutok, Victor R Prybutok, Bin Wang
      First page: 574
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.
      Purpose This purpose of this work is to develop, validate and use a survey instrument to measure and compare the perceived quality of 3 types of U.S urgent care service providers: hospital emergency rooms, urgent care centres, and primary care physician offices. Design/methodology/approach This study develops, validates and uses a survey instrument to measure/compare differences in perceived service quality among 3 types of urgent care service providers. Six dimensions measured the components of service quality: tangibles, professionalism, interaction, accessibility, efficiency and technical quality. Findings Primary care physicians’ offices scored higher for service quality and perceived value, followed by urgent care centres. Hospital emergency rooms scored lower in both quality and perceived value. No significant difference was identified between urgent care centres and primary care physicians across all the perspectives, except for interactions. Research limitations/implications The homogenous nature of the sample population (college students), and the fact that the respondents were recruited from a single university limits the generalizability of the findings. Practical implications The patient’s choice of a health care provider influences not only the continuity of the care that he or she receives, but compliance with a medical regime, and the evolution of the healthcare landscape. Originality/value This study developed and validated a survey instrument to measure/compare six dimensions of service quality for 3 types of urgent care service providers. We provide valuable data for urgent care service providers seeking to improve patient perceptions of service quality.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:33:07Z
      DOI: 10.1108/IJHCQA-01-2014-0009
  • Patient safety culture: finding meaning in patient experiences
    • Authors: Andrea Bishop, Brianna Cregan
      First page: 595
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.
      Purpose The objective of this research was to determine what patient and family stories can tell us about patient safety culture within health care organizations and how patients experience patient safety culture. Design/methodology/approach A total of 11 patient and family stories of adverse event experiences were examined in September 2013 using publicly available videos on the CPSI website. Videos were transcribed verbatim and collated as one complete dataset. Thematic analysis was used to perform qualitative inquiry. All qualitative analysis was done using NVivo 10 software. Findings A total of three themes were identified: (1) Being Passed Around, (2) Not Having the Conversation, and (3) the Person behind the Patient. Results from this research also suggest that while health care organizations and providers might expect patients to play a larger role in managing their health, there may be underlying reasons as to why patients are not doing so. Practical implications Our findings indicate that patient experiences and narratives are useful sources of information to better understand organizational safety culture and patient experiences of safety while hospitalized. Greater inclusion and analysis of patient safety narratives is important in understanding the needs of patients and how patient safety culture interventions can be improved to ensure translation of patient safety strategies at the front lines of care. Originality/value Greater acknowledgement of the patient and family experience provides organizations with an integral perspective to assist in defining and addressing deficiencies within their patient safety culture and to identify opportunities for improvement.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:33:02Z
      DOI: 10.1108/IJHCQA-03-2014-0029
  • Introducing modern technology to promote transparency in health services
    • Authors: Mohammad Shafiqul Islam
      First page: 611
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.
      Purpose Quantitative indicators show that Bangladeshi maternal and child healthcare is progressing satisfactorily. However, healthcare quality is still inadequate. It is hypothesised that modern technology enhances healthcare quality. Therefore, this study investigates how modern technology such as electronic record keeping and the internet can contribute to enhancing Bangladeshi healthcare quality. This study also explores how socio-economic and political factors affect the healthcare quality. Design/methodology/approach This article is based on a qualitative case study involving 68 in-depth interviews with healthcare professionals, elected representatives, local informants and five focus group discussions with healthcare service users to understand technology’s effect on health service quality. The study has been conducted in one rural and one urban service organisations to understand how various factors contribute differently to healthcare quality. Findings The findings show that modern technology, such as the internet and electronic devices for record keeping, contribute significantly to enhancing health service transparency, which in turn leads to quality health and family planning services. The findings also show that information and communication technology (ICT) is an effective mechanism for reducing corruption and promoting transparency. However, resource constraints impact adversely on the introduction of technology, which leads to less transparent healthcare. Progress in education and general socio-economic conditions makes it suitable to enhance ICT usage, which could lead to healthcare transparency, but political and bureaucratic factors pose a major challenge to ensure transparency. Practical implications This article can be a useful guide for promoting governance and healthcare quality in developing countries including Bangladesh. It analyses the ICT challenges that healthcare staff face when promoting transparent healthcare. Originality/value This article provides a deeper understanding of transparency and healthcare quality in an ICT context using empirical data, which has not been explored in Bangladesh. This critical thinking is useful for policy makers and healthcare practitioners for promoting health service quality.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:32:58Z
      DOI: 10.1108/IJHCQA-01-2015-0016
  • Quality of Big Data in health care
    • Authors: Sreenivas R. Sukumar, Ramachandran Natarajan, Regina Kay Ferrell
      First page: 621
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.
      Purpose The current trend in Big Data analytics and in particular Health Information Technology (HIT) is towards building sophisticated models, methods and tools for business, operational and clinical intelligence. However, the critical issue of data quality required for these models is not getting the attention it deserves. The objective of the paper is to highlight the issues of data quality in the context of Big Data health care analytics. Design/methodology/approach The insights presented in this paper are the results of analytics work that was done in different organizations on a variety of health datasets. The datasets include Medicare and Medicaid claims, provider enrollment datasets from both public and private sources, electronic health records from regional health centers accessed through partnerships with health care claims processing entities under health privacy protected guidelines. Findings Assessment of data quality in health care has to consider:(1) the entire lifecycle of health data; (2) problems arising from errors and inaccuracies in the data itself; (3) the source(s) and the pedigree of the data; (4) how the underlying purpose of data collection impact the analytic processing and knowledge expected to be derived. Automation in the form of data handling, storage, entry and processing technologies is to be viewed as a double-edged sword. At one level, automation can be a good solution, while at another level it can create a different set of data quality issues. Implementation of health care analytics with Big Data is enabled by a road map that addresses the organizational and technological aspects of data quality assurance. Research limitations/implications The value derived from the use of analytics should be the primary determinant of data quality. Based on this premise, health care enterprises embracing Big Data should have a road map for a systematic approach to data quality. Health care data quality problems can be so very specific that organizations might have to build their own custom software or data quality rule engines. Practical implications The value derived from the use of analytics should be the primary determinant of data quality. Based on this premise, health care enterprises embracing Big Data should have a road map for a systematic approach to data quality. Health care data quality problems can be so very specific that organizations might have to build their own custom software or data quality rule engines. Originality/value Today, data quality issues are diagnosed and addressed in a piece-meal fashion. The authors recommend a data lifecycle approach and provide a road map that is more appropriate with the dimensions of Big Data and fits different stages in the analytical workflow.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:33:17Z
      DOI: 10.1108/IJHCQA-07-2014-0080
  • Resource utilization in surgery after the revision of surgical fee
           schedule in Japan
    • Authors: Yoshinori Nakata, Tatsuya Yoshimura, Yuichi Watanabe, Hiroshi Otake, Giichiro Oiso, Tomohiro Sawa
      First page: 635
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 6, July 2015.
      Purpose The purpose of this study is to examine whether the current surgical reimbursement system in Japan reflects resource utilization after the revision of fee schedule in 2014. Design/methodology/approach We collected data from all the surgical procedures performed at Teikyo University Hospital from April 1 through September 30, 2014. We defined the decision making unit as a surgeon with the highest academic rank in the surgery. Inputs were defined as (1) the number of medical doctors who assisted surgery, and (2) the time of operation from skin incision to closure. An output was defined as the surgical fee. We calculated surgeons' efficiency scores using data envelopment analysis. Findings The efficiency scores of each surgical specialty were significantly different (p = 0.000). Originality/value This result demonstrates that the Japanese surgical reimbursement scales still fail to reflect resource utilization despite the revision of surgical fee schedule.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-06-16T12:33:12Z
      DOI: 10.1108/IJHCQA-01-2015-0002
  • Editorial, Volume 28.5: Doing more with the same resources.
    • Authors: Keith Hurst
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.

      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:17:52 GMT
      DOI: 10.1108/IJHCQA-04-2015-0043
  • Improving ED specimen TAT using Lean Six Sigma
    • Authors: Janet H Sanders, Tedd Karr
      First page: 428
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose Lean and Six Sigma are continuous improvement methodologies that have garnered international fame for improving manufacturing and service processes. Increasingly these methodologies are demonstrating their power to also improve healthcare processes. This manuscript discusses a case study for the application of Lean and Six Sigma tools in the reduction of turnaround time (TAT) for Emergency Department (ED) specimens. This application of the scientific methodologies uncovered opportunities to improve the entire ED to lab system for the specimens. Design/methodology/approach This case study provides details on the completion of a Lean Six Sigma project in a 1000 bed tertiary care teaching hospital. Six Sigma's DMAIC methodology is very similar to good medical practice: 1) relevant information is obtained and assembled; 2) a careful and thorough diagnosis is completed; 3) a treatment is proposed and implemented; and 4) checks are made to determine if the treatment was effective. Lean’s primary goal is to do more with less work and waste. The Lean methodology was used to identify and eliminate waste through rapid implementation of change. Findings The initial focus of this project was the reduction of turn-around-times for ED specimens. However, the results led to better processes for both the internal and external customers of this and other processes. The project results included: a 50% decrease in vials used for testing, a 50% decrease in unused or extra specimens, a 90% decrease in ED specimens without orders, a 30% decrease in CBCA Median TAT, a 50% decrease in CBCA TAT Variation, a 10% decrease in Troponin TAT Variation, a 18.2% decrease in URPN TAT Variation, and a 2 to 5 minute decrease in ED RN rainbow draw time. Practical implications This case study demonstrated how the quantitative power of Six Sigma and the speed of Lean worked in harmony to improve the blood draw process for a 1000 bed tertiary care teaching hospital. The blood draw process is a standard process used in hospitals to collect blood chemistry and hematology information for clinicians. The methods used in this case study demonstrated valuable and practical applications of process improvement methodologies that can be used for any hospital process and/or service environment. Originality/value While this is not the first case study that has demonstrated the use of continuous process improvement methodologies to improve a hospital process, it is unique in the way in which it utilizes the strength of the project focused approach that adheres more to the structure and rigor of Six Sigma and relied less on the speed of lean. Additionally, the application of these methodologies in healthcare is emerging research.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:17:58 GMT
      DOI: 10.1108/IJHCQA-10-2013-0117
  • Improving screening for diabetes in cystic fibrosis
    • Authors: Ibrahim Abdulhamid, Lokesh Guglani, Jennifer Bouren, Kathleen C Moltz
      First page: 441
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose Annual screening for cystic fibrosis-related-diabetes (CFRD) using oral glucose tolerance test (OGTT) is recommended, but national testing rates are low. Our quality improvement initiative’s purpose was to improve cystic fibrosis (CF) annual screening rates among patients at one CF center. Design/methodology/approach To improve screening for CFRD at our CF Center, we used the Dartmouth Microsystem Improvement Ramp method and formed a collaborative working group. A process map was created to outline the steps and a fishbone analysis was performed to identify barriers and to utilize resources for implementing new interventions. Findings Prior to these interventions, 21% of eligible patients had completed annual screening and after the intervention, it rose to 72%. The initial completion rate with the first prescription was only 50%, but it improved steadily to 54/75 (72%) in response to reminder letters sent six weeks after the initial script was given. Practical implications Close tracking and reminder letters can improve adherence with annual OGTT screening for CFRD among CF patients, with special emphasis on high-risk patients. Originality/value There should be a special emphasis on screening for CFRD in high-risk CF patients (those with low BMI or higher age). This quality improvement initiative brought about several operational changes in the annual OGTT screening process that have now become the standard operating procedure at our center.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:18:42 GMT
      DOI: 10.1108/IJHCQA-05-2014-0059
  • Customer perceived service quality, satisfaction and loyalty in Indian
           private healthcare
    • Authors: Rama Koteswara Rao Kondasani, Rajeev Kumar Panda
      First page: 452
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose To analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach Four hundred and seventy-five hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Findings Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Practical implications Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. Originality/value This article will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:18:08 GMT
      DOI: 10.1108/IJHCQA-01-2015-0008
  • Agile, a guiding principle for health care improvement?
    • Authors: Sara Tolf, Monica Elisabeth Nyström, Carol Tishelman, Mats Brommels, Johan Hansson
      First page: 468
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose To contribute to increased understanding of the concept agile and its potential for hospital managers to optimize design of organizational structures and processes to combine internal efficiency and external effectiveness. Design/methodology/approach An integrative review was conducted using the reSEARCH database. Articles met the following criteria: 1) a definition of agility, 2) descriptions of enablers of becoming an agile organization, and 3) discussions of agile on multiple organizational levels. Sixty articles qualified for the final analysis. Findings Organizational agility rests on the assumption that the environment is uncertain, ranging from frequently changing to highly unpredictable. Proactive, reactive or embracive coping strategies were described as possible ways to handle such uncertain environments. Five organizational capacities were derived as necessary for hospitals to use the strategies optimally: transparent and transient inter-organizational links; market sensitivity and customer focus, management by support for self-organizing employees, organic structures that are elastic and responsive, flexible human and resource capacity for timely delivery. Agile is portrayed as either the “new paradigm” following lean, the needed development on top of a lean base, or as complementary to lean in distinct hybrid strategies. Practical implications Environmental uncertainty needs to be matched with coping strategies and organizational capacities to design processes responsive to real needs of health care. This implies that lean and agile can be combined to optimize the design of hospitals, to meet different variations in demand and create good patient management. Originality/value While considerable value has been paid to strategies to improve the internal efficiency within hospitals, this review raise the attention to the value of strategies of external effectiveness.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:17:10 GMT
      DOI: 10.1108/IJHCQA-04-2014-0044
  • Exploring the effect of complex patients on care delivery tasks
    • Authors: Mustafa Ozkaynak, Sharon Johnson, Bengisu Tulu, Jennifer Donovan, Abir Kanaan, Adam Rose
      First page: 494
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose The needs of complex patients with chronic conditions can be unpredictable and can strain resources. Exploring how tasks vary for different patients, particularly those with complex needs, can yield insights about designing better processes in healthcare. This study explored the tasks required to manage complex patients in an anticoagulation therapy context. Design/methodology/approach We analyzed interviews with 55 staff in six anticoagulation clinics using the Systems Engineering Initiative for Patient Safety (SEIPS) work system framework. We qualitatively described complex patients and their effects on care delivery. Findings Data analysis highlighted how identifying complex patients and their effect on tasks and organization, and the interactions between them was important. Managing complex patients required similar tasks as non-complex patients, but with greater frequency or more intensity and several additional tasks. After complex patients and associated patient interaction and care tasks were identified, a work system perspective was applied to explore how such tasks are integrated within clinics and the resulting implications for resource allocation. Practical implications We present a complex patient management framework to guide workflow design in specialty clinics, to better support high quality, effective, efficient and safe healthcare. Originality/value The complex patient framework presented here, based on the SEIPS framework, suggests a more formal and integrated analysis be completed to provide better support for appropriate resource allocation and care coordination.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:18:43 GMT
      DOI: 10.1108/IJHCQA-11-2014-0105
  • Investigating emergency room service quality using lean manufacturing
    • Authors: Abdelhakim Abdelhadi
      First page: 510
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose To investigate a lean manufacturing metric called Takt time as a benchmark evaluation measure to evaluate a public hospital’s service quality. Lean manufacturing is an established managerial philosophy with a proven track record in industry. A lean metric called Takt time is applied as a measure to compare the relative efficiency between two emergency departments (EDs) belonging to the same public hospital. Outcomes guide managers to improve patient services and increase hospital performances. Design/methodology/approach The patient treatment lead time within the hospital's two EDs (one department serves male and the other female patients) are the study’s focus. A lean metric called Takt time is used to find the service’s relative efficiency. Findings Findings show that the lean manufacturing metric called Takt time can be used as an effective way to measure service efficiency by analysing relative efficiency and identifies bottlenecks in different departments providing the same services. Originality/value The article presents a new procedure to compare relative efficiency between two EDs. It can be applied to any healthcare facility.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:18:33 GMT
      DOI: 10.1108/IJHCQA-01-2015-0006
  • Service quality in contracted facilities
    • Authors: Fauziah Rabbani, Nousheen Akber Pradhan, Shehla Zaidi, Iqbal Azam, Farheen Yousuf
      First page: 520
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose This study explores the readiness of contracted and non-contracted first level healthcare facilities in Pakistan to deliver quality maternal and neonatal health (MNH) care. A balanced scorecard (BSC) was used as the assessment framework. Design/methodology/approach Using a cross sectional study design, two Rural Health Centres (RHCs) contracted out to Aga Khan Health Services, were compared with four government managed RHCs. A BSC was designed to assess RHC readiness to deliver good quality MNH care. Twenty indicators were developed, representing five BSC domains: health facility functionality, service provision, staff capacity, staff and patient satisfaction. Validated data collection tools were used to collect information. Pearson Chi-Square, Fisher’s Exact and the Mann-Whitney test were applied as appropriate to detect significant service quality differences among the two facilities. Findings Contracted facilities were generally found to be better than non-contracted facilities in all five BSC domains. Patients’ inclination for facility-based delivery at contracted facilities was however significantly higher than non-contracted facilities (80% contracted vs. 43% non-contracted, p= 0.006). Practical implications The study shows that contracting out initiatives have the potential to improve MNH care. Originality/value This is the first study to compare MNH service delivery quality across contracted and non-contracted facilities using BSC as the assessment framework.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:17:08 GMT
      DOI: 10.1108/IJHCQA-05-2014-0066
  • Care quality instruments
    • Authors: Manela Glarcher, Petra Schumacher, Elfriede Fritz
      First page: 532
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 5, June 2015.
      Purpose This article describes instruments used for quality assessment in acute care. Quality care assessment is essential for improving care delivery. Quality instruments can be used to evaluate nurse and patient perspectives in multi-professional care. Therefore, valid and reliable measurement instruments are vital. Design/methodology/approach A literature search identified several instruments that measure quality from a nurse and patient perspectives. The questionnaires were appraised in several steps with specific criteria: psychometric properties, underlying construct or test theory, study context, sample characteristics and target population. Findings Overall, 14 instruments were evaluated, but only eight questionnaires represented nurse and patient views regarding quality. Instruments showed several disparities in their theoretical foundations and their psychometric properties. Two instruments did not provide validity data and one questionnaire did not report reliability data. Practical implications To inform healthcare managers about acute care quality, the authors demonstrated the need for more valid and reliable measurements by using the Guidelines for Critiquing Instrument Development and Validation Reports to evaluate quality care instruments’ psychometric properties. Originality/value There is a long tradition in quality care evaluations using questionnaires. Only a few instruments can be recommended for practical use.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: Fri, 10 Apr 2015 00:17:53 GMT
      DOI: 10.1108/IJHCQA-01-2015-0010
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