Health services management research : an official journal of the Association of University Programs in Health Administration
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Health Serv Manage Res · Nov 2007
A research model of health-care competition and customer satisfaction.
In all industries, competition among businesses has long been encouraged as a mechanism to increase value for customers. In other words, competition ensures the provision of better products and services to satisfy the needs of customers. Various perspectives of competition, the nature of service quality, health-care system costs and customer satisfaction in health care are examined. ⋯ The model depicts customer satisfaction as an outcome measure directly dependent on competition. Quality of care and health-care system costs, while also directly dependent on competition, are considered as determinants of customer satisfaction as well. The model is discussed in the light of propositions for empirical research.
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Health Serv Manage Res · Nov 2007
The use and perceptions of routine health data: a qualitative study of four cancer network teams in England.
Health service managers have been criticized for placing more emphasis on the collection of data than on their use for the improvement of care. The present study examined how routine aggregate data on cancer services are perceived by management teams and how such data are used to inform strategic decision-making and planning. Semi-structured interviews were conducted with 19 members of four cancer network teams in England. ⋯ Limited use of aggregate data appeared to relate to problems of accessibility, lack of resources to turn the data into meaningful information and service improving action, and poor data quality and relevance. These factors apparently lead to inability or reluctance to use routine data to monitor and improve cancer services at the network level. Data-user concerns should be addressed to facilitate greater use of available routine data.
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The paper reports the results of a study on benchmarking activities undertaken by the procurement organization within the National Health Service (NHS) in Scotland, namely National Procurement (previously Scottish Healthcare Supplies Contracts Branch). NHS performance is of course politically important, and benchmarking is increasingly seen as a means to improve performance, so the study was carried out to determine if the current benchmarking approaches could be enhanced. A review of the benchmarking activities used by the private sector, local government and NHS organizations was carried out to establish a framework of the motivations, benefits, problems and costs associated with benchmarking. ⋯ Nine of the 16 Scottish Health Boards surveyed reported carrying out benchmarking during the last three years. The findings of the research were that there were similarities in approaches between local government and NHS Scotland Health, but differences between NHS Scotland and other UK NHS procurement organizations. Benefits were seen as significant and it was recommended that National Procurement should pursue the formation of a benchmarking group with members drawn from NHS Scotland and external benchmarking bodies to establish measures to be used in benchmarking across the whole of NHS Scotland.