Download or read book Customer Satisfaction Experiences in Healthcare Sector UUM Press written by Hartini Ahmad and published by UUM Press. This book was released on 2014-01-01 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Wiser Model Approach Business Process Change in Universities UUM Press written by Hartini Ahmad and published by UUM Press. This book was released on 2017-01-02 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Service Quality Management in Hospitality Tourism and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Health Promotion in Health Care Vital Theories and Research written by Gørill Haugan and published by Springer Nature. This book was released on 2021-03-11 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Fundamentals of Nursing written by Sue C Delaune and published by Delmar Pub. This book was released on 2010-03-01 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Containing almost 800 questions in an easy to use format, this unique study guide is an essential tool that reinforces the content presented in the core text. The variety of questions include critical thinking discussion questions, classroom and homework activities, and multiple response. Questions build on key concepts presented in the core text on a chapter-by-chapter basis. Varying levels of difficulty are included for self-adaptive learning and review.
Download or read book Transforming the Workforce for Children Birth Through Age 8 written by National Research Council and published by National Academies Press. This book was released on 2015-07-23 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: Children are already learning at birth, and they develop and learn at a rapid pace in their early years. This provides a critical foundation for lifelong progress, and the adults who provide for the care and the education of young children bear a great responsibility for their health, development, and learning. Despite the fact that they share the same objective - to nurture young children and secure their future success - the various practitioners who contribute to the care and the education of children from birth through age 8 are not acknowledged as a workforce unified by the common knowledge and competencies needed to do their jobs well. Transforming the Workforce for Children Birth Through Age 8 explores the science of child development, particularly looking at implications for the professionals who work with children. This report examines the current capacities and practices of the workforce, the settings in which they work, the policies and infrastructure that set qualifications and provide professional learning, and the government agencies and other funders who support and oversee these systems. This book then makes recommendations to improve the quality of professional practice and the practice environment for care and education professionals. These detailed recommendations create a blueprint for action that builds on a unifying foundation of child development and early learning, shared knowledge and competencies for care and education professionals, and principles for effective professional learning. Young children thrive and learn best when they have secure, positive relationships with adults who are knowledgeable about how to support their development and learning and are responsive to their individual progress. Transforming the Workforce for Children Birth Through Age 8 offers guidance on system changes to improve the quality of professional practice, specific actions to improve professional learning systems and workforce development, and research to continue to build the knowledge base in ways that will directly advance and inform future actions. The recommendations of this book provide an opportunity to improve the quality of the care and the education that children receive, and ultimately improve outcomes for children.
Download or read book Health Financing for Poor People written by Alexander S. Preker and published by World Bank Publications. This book was released on 2004 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Ecology of Human Development written by Urie BRONFENBRENNER and published by Harvard University Press. This book was released on 2009-06-30 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is a book that challenges the very basis of the way psychologists have studied child development. According to Urie Bronfenbrenner, one of the world's foremost developmental psychologists, laboratory studies of the child's behavior sacrifice too much in order to gain experimental control and analytic rigor. Laboratory observations, he argues, too often lead to "the science of the strange behavior of children in strange situations with strange adults for the briefest possible periods of time." To understand the way children actually develop, Bronfenbrenner believes that it will be necessary to observe their behavior in natural settings, while they are interacting with familiar adults over prolonged periods of time. This book offers an important blueprint for constructing such a new and ecologically valid psychology of development. The blueprint includes a complete conceptual framework for analysing the layers of the environment that have a formative influence on the child. This framework is applied to a variety of settings in which children commonly develop, ranging from the pediatric ward to daycare, school, and various family configurations. The result is a rich set of hypotheses about the developmental consequences of various types of environments. Where current research bears on these hypotheses, Bronfenbrenner marshals the data to show how an ecological theory can be tested. Where no relevant data exist, he suggests new and interesting ecological experiments that might be undertaken to resolve current unknowns. Bronfenbrenner's groundbreaking program for reform in developmental psychology is certain to be controversial. His argument flies in the face of standard psychological procedures and challenges psychology to become more relevant to the ways in which children actually develop. It is a challenge psychology can ill-afford to ignore.
Download or read book Assessing Aid written by and published by World Bank Publications. This book was released on 1998 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Assessing Aid determines that the effectiveness of aid is not decided by the amount received but rather the institutional and policy environment into which it is accepted. It examines how development assistance can be more effective at reducing global poverty and gives five mainrecommendations for making aid more effective: targeting financial aid to poor countries with good policies and strong economic management; providing policy-based aid to demonstrated reformers; using simpler instruments to transfer resources to countries with sound management; focusing projects oncreating and transmitting knowledge and capacity; and rethinking the internal incentives of aid agencies.
Download or read book Journal of Protective Coatings Linings written by and published by . This book was released on 1995 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Service Design and Delivery written by Mairi Macintyre and published by Springer Science & Business Media. This book was released on 2011-04-02 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Strengthening the Military Family Readiness System for a Changing American Society written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2019-10-25 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: The U.S. military has been continuously engaged in foreign conflicts for over two decades. The strains that these deployments, the associated increases in operational tempo, and the general challenges of military life affect not only service members but also the people who depend on them and who support them as they support the nation â€" their families. Family members provide support to service members while they serve or when they have difficulties; family problems can interfere with the ability of service members to deploy or remain in theater; and family members are central influences on whether members continue to serve. In addition, rising family diversity and complexity will likely increase the difficulty of creating military policies, programs and practices that adequately support families in the performance of military duties. Strengthening the Military Family Readiness System for a Changing American Society examines the challenges and opportunities facing military families and what is known about effective strategies for supporting and protecting military children and families, as well as lessons to be learned from these experiences. This report offers recommendations regarding what is needed to strengthen the support system for military families.
Download or read book Contemporary Research in Brand Management UUM Press written by Hasnizam Shaari and published by UUM Press. This book was released on 2018-01-01 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Alternatives to Privatization written by David A. McDonald and published by Routledge. This book was released on 2012-04-23 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Guidelines for Design and Construction of Hospital and Health Care Facilities written by AIA Academy of Architecture for Health and published by . This book was released on 2001 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reflecting the most current thinking about infection control and the environment of care, this new edition also explores functional, space, and equipment requirements for acute care and psychiatric hospitals; nursing, outpatient, and rehabilitation facilities; mobile health care units; and facilities for hospice care, adult day care, and assisted living. [Editor, p. 4 cov.]
Download or read book Strengths Based Nursing Care written by Laurie N. Gottlieb, PhD, RN and published by Springer Publishing Company. This book was released on 2012-08-22 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the first practical guide for nurses on how to incorporate the knowledge, skills, and tools of Strength-Based Nursing Care (SBC) into everyday practice. The text, based on a model developed by the McGill University Nursing Program, signifies a paradigm shift from a deficit-based model to one that focuses on individual, family, and community strengths as a cornerstone of effective nursing care. The book develops the theoretical foundations underlying SBC, promotes the acquisition of fundamental skills needed for SBC practice, and offers specific strategies, techniques, and tools for identifying strengths and harnessing them to facilitate healing and health. The testimony of 46 nurses demonstrates how SBC can be effectively used in multiple settings across the lifespan.
Download or read book International Public Health Diseases Programs Systems and Policies written by Michael Merson and published by Jones & Bartlett Learning. This book was released on 2006 with total page 755 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this text for graduate students in various disciplines who are studying international public health, the author focuses on conditions in low- and middle-income countries, occasionally making reference to high-income countries. He suggests approaches for fostering public health, and discusses future challenges for health promotion and disease prevention around the world. The text can also be used as a reference by those working in government agencies, international health and development agencies, and NGOs.
