Service quality management in residential and nursing care homes

Huda, Fahmia

doi:10.1108/09544789510103770

Cited by 3 publications

(2 citation statements)

References 5 publications

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“…Those that could not appeared to focus more on routine. Many researchers state that choice is an important element of quality care for older people (Hudson 1991, Kitson 1991, Huda 1995, Bartlett 1996, Davies et al. 1999, Kane 2001) but others have found that choice is not always facilitated (Armstrong‐Esther et al.…”

Section: Discussionmentioning

confidence: 99%

Quality of life for older people living in long‐stay settings in Ireland

Murphy¹,

Shea²,

Cooney³

2007

Journal of Clinical Nursing

104

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This study articulates domains of quality of life from the perspective of residents and staff and gives support to the claims that management and organizational structures within long-stay care facilities matter for quality of life. Clear identification of what is important to older people is important as services need to be shaped around quality of life as much as quality of care, notwithstanding the close relationship between the two.

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Section: Discussionmentioning

confidence: 99%

Quality of life for older people living in long‐stay settings in Ireland

Murphy¹,

Shea²,

Cooney³

2007

Journal of Clinical Nursing

104

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“…Another area that organizations need to focus on is employees' training. Consumers in a survey stressed that employees' skills, such as, courtesy, attitude and helpfulness were important in distinguishing quality of service delivered (Fahmia Huda, 1995). Garcia (1992), who stressed that knowledgeable and well-trained employees were more likely to resolve the question or problem to the customers' satisfaction further supports this.…”

Section: Literature Reviewmentioning

confidence: 95%

Developing Effective Customer Service Employees through Action Re-search: A Malaysian Local Authority Experience

Songan¹,

Loh²,

Othman³

2016

JCSHD

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Launching a hotline service is just one stage in the process of dealing with customers. Crucial to meeting its objectives is the development of human resources to implement the hotline. This is to ensure that quality and standard are demonstrated in order to justify its existence. This paper presents the findings and reflection of an action research intervention to improve the Hotline Complaint Service of a local authority, the Kuching City South Council in Sarawak, Malaysia. The action research process in this study involved five mini cycles of planning, acting, observing and reflecting. Visits, participant observations, interviews and questionnaires were used in the data collection process. The data were analyzed using content analysis, and the findings validated through triangulation methods. The findings suggest that there was still room for improvement in the Council’s Complaint Service. An on-the-job experience for the hotline staff was implemented during which a guideline called the “13 Basic Principles in Effective Telephone Handling”; a “Handbook” on services provided by the Public Cleansing Division; and “Form A” were created and implemented. This study shows that action research is an important component of human resource development interventions that provides employees the opportunity to acquire the knowledge and skills through on-the-job experience to improve their performance and enhance the efficiency and productivity of their organization.

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Exploring Quality Perceptions of Health Care Operations

Juwaheer

Kassean

2006

Journal of Hospital Marketing & Public Relations

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Patient care has become increasingly important in the health care environment of Mauritius. Patients' satisfaction and their expectations of health care are valid indicators of quality health care. The present paper reports the results of a survey of patient satisfaction with heath care, administered by face-to-face interview to 300 in-patient adults discharged from five main regional hospitals based in Mauritius. It examines the predictors and level of patients' satisfaction across the five regional hospitals of Mauritius. In this study, a modified version of HEALTHQUAL scale was used for determining patient satisfaction with health care in the regional public hospitals. Multiple regression analysis was conducted to understand the relationships among patients' perceptions of in-patient services and their overall perceptions of health care quality, and also satisfaction with their care and willingness to return or recommend the same hospital's services to others. The dimensions labelled as "Patients' perceptions of ward/hospital environment" and "Patients' perceptions of medical and nursing staff" served a significant impact on nearly all measures of patient satisfaction in the regional public hospitals of Mauritius.

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Service quality management in residential and nursing care homes

Cited by 3 publications

References 5 publications

Quality of life for older people living in long‐stay settings in Ireland

Quality of life for older people living in long‐stay settings in Ireland

Developing Effective Customer Service Employees through Action Re-search: A Malaysian Local Authority Experience

Exploring Quality Perceptions of Health Care Operations

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