Customer Satisfaction Experiences In Healthcare Sector Uum Press
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Customer Satisfaction: Experiences in Healthcare Sector (UUM Press) by Hartini Ahmad ,Mahmoud Allan Pdf
This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
Wiser Model Approach: Business Process Change in Universities (UUM Press) by Hartini Ahmad Pdf
This book intends to provide the readers with the fundamentals of business process change (BPC) and how BPC can be applied to the processes and culture that are inherent in the universities. The concepts and principles highlighted in the book will give further understanding on the organisational change area. The information shared in this book represents concepts, practised, issues and challenges in various changes projects. The book examines the connection of business process reengineering (BPR), Total Quality Management (TQM) and learning organisation (LO). The readers will be exposed to the BPC concepts, strategies and directions for implementation and successful monitoring in the university environment. The book provides the evidence-based practice implementation case studies case evidences on the recent successes in applying BPC in the universities. The book gives readers a comprehensive guideline for BPC using the WISER model. The book explains the BPC methodology with the five phases in detail. Interestingly, the book comes out with the evidence-based practice implementation case-evidenced BPC in the universities, the real life experiences as practical examples for illustrations. The readers could understand the WISER model, which can aid the strategic and project planning of the universities. The book provides the readers with tools and techniques, and the plan of actions that are utilised in the wake-up, identification, selection, execution and re-evaluation phases in the WISER model.
Quantitative Methods & Their Application in Multidisciplinary Area (UUM Press) by Shamshuritawati Sharif Pdf
This book is a guide for researchers who are involved in statistical and decision science analyses. Both analyses are explained in detail with samples of real applications in daily life to assist readers to appreciate theoretical and mathematical formulations. It covers a wide variety of applications, including economic issues, i.e., stock markets, quality control in the garment industry, customer satisfaction in the banking industry, experimental design in electronic firms, performance of university web portals, daily fat intake, the optimization of shrimp catching activities, meal planning for nurseries and as well as fairness model in economic games. Understanding
The book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. ... . The second edition offers significant new material, including : Enhanced material on staff buy-in to patient satisfaction initiatives - A new chapter that provides fifty simple and innovative improvement ideas - Additional material on staff and physician satisfaction - A new chapter on managing diverse patients and staff - New insight on compliant management and scripting. [Ed.]
Health Promotion in Health Care – Vital Theories and Research by Gørill Haugan,Monica Eriksson Pdf
This open access textbook represents a vital contribution to global health education, offering insights into health promotion as part of patient care for bachelor’s and master’s students in health care (nurses, occupational therapists, physiotherapists, radiotherapists, social care workers etc.) as well as health care professionals, and providing an overview of the field of health science and health promotion for PhD students and researchers. Written by leading experts from seven countries in Europe, America, Africa and Asia, it first discusses the theory of health promotion and vital concepts. It then presents updated evidence-based health promotion approaches in different populations (people with chronic diseases, cancer, heart failure, dementia, mental disorders, long-term ICU patients, elderly individuals, families with newborn babies, palliative care patients) and examines different health promotion approaches integrated into primary care services. This edited scientific anthology provides much-needed knowledge, translating research into guidelines for practice. Today’s medical approaches are highly developed; however, patients are human beings with a wholeness of body-mind-spirit. As such, providing high-quality and effective health care requires a holistic physical-psychological-social-spiritual model of health care is required. A great number of patients, both in hospitals and in primary health care, suffer from the lack of a holistic oriented health approach: Their condition is treated, but they feel scared, helpless and lonely. Health promotion focuses on improving people’s health in spite of illnesses. Accordingly, health care that supports/promotes patients’ health by identifying their health resources will result in better patient outcomes: shorter hospital stays, less re-hospitalization, being better able to cope at home and improved well-being, which in turn lead to lower health-care costs. This scientific anthology is the first of its kind, in that it connects health promotion with the salutogenic theory of health throughout the chapters. the authors here expand the understanding of health promotion beyond health protection and disease prevention. The book focuses on describing and explaining salutogenesis as an umbrella concept, not only as the key concept of sense of coherence.
Service Quality Management in Hospitality, Tourism, and Leisure by Connie Mok,Beverley Sparks,Jay Kadampully Pdf
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Contemporary Research in Brand Management (UUM Press) by Hasnizam Shaari ,Salniza Md. Salleh Pdf
This book is about research in brand management and contemporary issues in marketing. It is designed to bring today’s professionals, managers, academicians and students the current research findings relating to issues in branding and marketing across the globe. Generally, branding has been accepted as an important strategy in managing business and marketing activities. This is because effective branding and marketing strategies can help improve business performance and bring up companies to a better position. Hence, this book is a good reference to those who wanted to understand factors influencing product and service brand performance, issues on brand loyalty, consumer purchase intention and Islamic retailing.
Service Design and Delivery by Mairi Macintyre,Glenn Parry,Jannis Angelis Pdf
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Author : April Harding,Alexander S. Preker Publisher : World Bank Publications Page : 372 pages File Size : 51,8 Mb Release : 2003 Category : Medical ISBN : 0821351524
Private Participation in Health Services by April Harding,Alexander S. Preker Pdf
Although many countries already make use of private sector services to achieve policy objectives in public health care provision, it remains a controversial topic. Drawing on a wide range of country experiences, this book considers the use of the private sector in the provision of public health services in developing countries, in terms of: assessing the potential for private sector involvement, contracting with the private sector for health services, regulating the sector, and what to do when key information is not available.
Alternatives to Privatization by David A. McDonald,Greg Ruiters Pdf
There is a vast literature for and against privatizing public services. Those who are against privatization are often confronted with the objection that they present no alternative. This book takes up that challenge by establishing theoretical models for what does (and does not) constitute an alternative to privatization, and what might make them ‘successful’, backed up by a comprehensive set of empirical data on public services initiatives in over 40 countries. This is the first such global survey of its kind, providing a rigorous and robust platform for evaluating different alternatives and allowing for comparisons across regions and sectors. The book helps to conceptualize and evaluate what has become an important and widespread movement for better public services in the global South. The contributors explore historical, existing and proposed non-commercialized alternatives for primary health, water/sanitation and electricity. The objectives of the research have been to develop conceptual and methodological frameworks for identifying and analyzing alternatives to privatization, and testing these models against actually existing alternatives on the ground in Asia, Africa and Latin America. Information of this type is urgently required for practitioners and analysts, both of whom are seeking reliable knowledge on what kind of public models work, how transferable they are from one place to another and what their main strengths and weaknesses are.
Nordic EHealth Indicators by Nordic Council of Ministers,Hannele Hyppènen Pdf
The Nordic eHealth Research Network was established in 2012 as a forum for policy makers and researchers to jointly work towards measurable policy goals and data that can be exploited to steer decision making related to goals and their implementation. This report describes first results of the Network: eHealth policy analysis and first common Nordic eHealth indicators. The results show similarities and also some differences in the eHealth policies, priorities and implementation. Interesting similarities and differences in availability and use of eHealth services in the Nordic countries were found with the first comparable eHealth indicators. The results create a basis for Evidence-based policy making as well as benchmarking and learning best practices from each other.
Textbook for Transcultural Health Care: A Population Approach by Larry D. Purnell,Eric A. Fenkl Pdf
This textbook is the new edition of Purnell's famous Transcultural Health Care, based on the Purnell twelve-step model and theory of cultural competence. This textbook, an extended version of the recently published Handbook, focuses on specific populations and provides the most recent research and evidence in the field. This new updated edition discusses individual competences and evidence-based practices as well as international standards, organizational cultural competence, and perspectives on health care in a global context. The individual chapters present selected populations, offering a balance of collectivistic and individualistic cultures. Featuring a uniquely comprehensive assessment guide, it is the only book that provides a complete profile of a population group across clinical practice settings. Further, it includes a personal understanding of the traditions and customs of society, offering all health professionals a unique perspective on the implications for patient care.
The Queer and Transgender Resilience Workbook by Anneliese A. Singh Pdf
How can you build unshakable confidence and resilience in a world still filled with ignorance, inequality, and discrimination? The Queer and Transgender Resilience Workbook will teach you how to challenge internalized negative messages, handle stress, build a community of support, and embrace your true self. Resilience is a key ingredient for psychological health and wellness. It’s what gives people the psychological strength to cope with everyday stress, as well as major setbacks. For many people, stressful events may include job loss, financial problems, illness, natural disasters, medical emergencies, divorce, or the death of a loved one. But if you are queer or gender non-conforming, life stresses may also include discrimination in housing and health care, employment barriers, homelessness, family rejection, physical attacks or threats, and general unfair treatment and oppression—all of which lead to overwhelming feelings of hopelessness and powerlessness. So, how can you gain resilience in a society that is so often toxic and unwelcoming? In this important workbook, you’ll discover how to cultivate the key components of resilience: holding a positive view of yourself and your abilities; knowing your worth and cultivating a strong sense of self-esteem; effectively utilizing resources; being assertive and creating a support community; fostering hope and growth within yourself, and finding the strength to help others. Once you know how to tap into your personal resilience, you’ll have an unlimited well you can draw from to navigate everyday challenges. By learning to challenge internalized negative messages and remove obstacles from your life, you can build the resilience you need to embrace your truest self in an imperfect world.
Author : Alexander S. Preker,Guy Carrin Publisher : World Bank Publications Page : 476 pages File Size : 44,9 Mb Release : 2004 Category : Medical ISBN : 9780821355251
Health Financing for Poor People by Alexander S. Preker,Guy Carrin Pdf
One of the most urgent development challenges facing many low and middle income countries is the need for adequate financing systems to pay for health care provision to the estimated 1.3 billion impoverished people living in rural areas or working in the informal sector in urban areas. This publication considers ways of improving the financing of health care at low income levels, as part of a global strategy for increased investment in health and poverty reduction. Topics discussed include: global and regional trends in healthcare financing; strengths and weaknesses of community-based health financing, and experiences in Asia and Africa; country case studies using household survey analysis from Senegal, Rwanda, India and Thailand; deficit financing; and the impact of risk sharing on achieving health system goals.
