...African Journal of Business Management Vol. 5(8), pp. 3410-3423, 18 April, 2011 Available online at http://www.academicjournals.org/AJBM ISSN 1993-8233 ©2011 Academic Journals Full Length Research Paper Branding satisfaction in the airline industry: A comparative study of Malaysia Airlines and Air Asia Kee Mun, Wong* and Ghazali, Musa Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia. Accepted 23 March, 2011 Brand is crucial in differentiating the superiority of products or services over others. This is an exploratory study examining the differences in brand satisfaction between Malaysian Airlines (full service airlines) and Air Asia (low cost airlines) in Malaysia. 350 usable questionnaires were obtained from respondents in the two main airlines terminals in Kuala Lumpur. Exploratory factor analysis revealed seven brand satisfaction dimensions which are tangibles, price, core service, reputation, publicity, word-of-mouth, and employee. Generally, respondents were not satisfied with all brand dimensions of both airlines. The level of brand dissatisfaction is also higher for Malaysian Airlines compared with Air Asia. Air Asia was perceived better than Malaysian Airlines in price, publicity, and word-of-mouth. On the other hand, Malaysian Airlines was perceived better in tangibles, core service, reputation, and employee. The paper highlights some of its theoretical, managerial and marketing implications to the development of airline...
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...Methods Design and setting We performed a longitudinal retrospective patient record review study in 21 randomly sampled hospitals in 2004, and 20 in 2008 out of the total of 93 Dutch hospitals. Eight hospitals were studied in both years. Both samples were stratified for hospital type, university, tertiary teaching and general hospitals, and a proper representation of both urban and rural settings in the samples were verified. Tertiary teaching hospitals in The Netherlands provide specialised care and train doctors. The level of care given is between that given in a university hospital and in a general hospital. Generally speaking, university hospitals and, to some extent, tertiary teaching hospitals tend to treat more complex patients with more complex care. To be eligible, hospitals had to have at least 200 beds and an intensive care unit. In each hospital, 400 patient admissions were randomly selected in 2004, and 200 in 2008. Fifty percent of the records were of patients who were discharged from the hospital after a stay of at least 24 h. The other 50% were of patients who died in hospital. These patients were sampled from all inpatient deaths, regardless of their length of stay. We did not exclude patients admitted with an explicitly palliative care plan; this information was noted down and taken into account during the review process. During analysis, overall AE rates were corrected for the oversampling of deceased patients, because in our sample, 50% of the patients were...
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...Study Links Long Hours to Increased Errors | Top Abstract Background Method Results Discussion References | Study Links Long Hours to Increased Errors In 2005, the American Nurses Association House of Delegates resolved to disseminate recent research findings on the relationship between work hours, fatigue and errors. Dr. Ann Rogers presented the results of her study “The Working Hours of Hospital Staff Nurses and Patient Safety” published in Health Affairs, July/August 2004. Her study followed 393 registered nurses working over 5,317 shifts. Each nurse tracked hours worked, time of day worked, overtime, days off, sleep/wake patterns, errors and near misses. According to Dr. Rogers, fatigue results in: * Forgetfulness * Slowed reaction time * Diminished decision making * Reduced vigilance * Apathy, lethargy * Impaired communication. Delivery of health care requires higher cognitive functions – judgment, logic, complex decision-making, memory, vigilance, information management and communication skills. Fatigued workers try ineffective solutions to problems and neglect activities deemed non-essential. Sleep research indicates that most people need at 7.5-8 hour of sleep each night. Nurses in the study averaged 6.8 hours of sleep. Long hours, and the impact of competing priorities in personal lives impact getting adequate rest prior to working. In more than half the shifts, nurses were unable to take breaks due to shift demands...
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...http://ijhpm.com Int J Health Policy Manag 2014, 3(2), 77–89 doi 10.15171/ijhpm.2014.65 Original Article Factors influencing healthcare service quality Ali Mohammad Mosadeghrad* Abstract Background: The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods: Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results: Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion: This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality. Keywords: Healthcare Organisations, Quality, Pluralistic Evaluation...
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...Elizabeth A. Curtis, Jan de Vries, Fintan K. Sheerin This article provides an introduction to the issue of nursing leadership, addressing definitions and theories underpinning leadership, factors that enhance leadership in nursing, and the nature of leadership content taught in undergraduate programmes. Highlighted are differences between leadership and management, and the notion that leadership can be ‘learned’. The authors also point out that there is a discrepancy between how leading undergraduate nursing programmes prepare students primarily in the transition of education to practice, and the suggestion from a number of nursing publications that leadership in nurses should be fostered throughout their education. Key words: Nursing leadership n Management n Factors that enhance leadership n Undergraduate programmes he importance of effective leadership in health care has been emphasized by a number of authors (Dunham and Fisher, 1990; Hewison and Griffiths, 2004; Carney, 2006; Greenfield, 2007; Sutherland and Dodd, 2008), and nursing leadership is pivotal to this as nurses represent the largest discipline in health care (Oliver, 2006; Marquis and Huston, 2009; Roussel et al, 2009; Sullivan and Garland, 2010). Research on leadership has demonstrated a positive relationship with improved patient safety outcomes (Tregunno et al, 2009); healthy work environments (Shirey, 2009); job satisfaction (Heller et al, 2004; Sellgren ...
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...Services Marketing March 2012 1 Index ActivoBank.............................................................................................................................................. 2 ActivoBank’ Service Distribution Channels .............................................................................................. 3 Gaps Model of Service Quality applied in ActivoBank .............................................................................. 6 Gap 0: Customer Gap .......................................................................................................................... 6 Gap 1: Listening to Consumers ............................................................................................................ 6 Gap 2: Service Design and Standards Gap ............................................................................................ 7 Gap 3: The service Performance Gap ................................................................................................... 7 Gap 4: The Communication Gap .......................................................................................................... 8 Appendix 1: Branches’ Locations ........................................................................................................... 9 Appendix 2: Questionnaire – English version ....................................................................................... 10 Appendix 3: Questionnaire – Portuguese version...
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...CONCEITOS CHAVE • Assets – Activo • Debts – Passivo • Equity (Owners Eq.) – Capitais próprios • Return – rendibilidade, rentabilidade ou rendabilidade • Balance sheet - Balanço • Income statement or profit & loss statement (P&L) - Demonstração de Resultados • Accounting statement of cash flows - Demonstração de Fluxos de Caixa • Net Profit or Net Income – Resultados Líquidos 1. A RENDIBILIDADE CAP. III 1.1 Os resultados EBTIDA – Earnings before taxes, interests, depreciations and amortizations EBIT - Earnings before interests and taxes EBT - Earnings before taxes (RAI - resultados antes de impostos) 1.2. ROA (Return on Assets) Rendibilidade do activo, i.e. do negócio em si sem considerar como é que a empresa foi financiada. O Gross Roa permite o estudo de rendibilidade do negócio sem necessitar de saber como a empresa é financiada. Os activos ou assets, são aqueles que deram origem ao resultado. 1.3. ROE (Return on Equity) Quando falamos em Capitais Próprios, são os que foram investidos na empresa e isso não significa que sejam os que estão naquele momento investidos. O valor de uma empresa é diferente do seu valor contabilístico, regra geral as empresas valem mais. Resultados transitados são decididos pelos accionistas e que não foram distribuídos. Conceito de Capital Não Realizado. 1.3.1. Financial Leverage effect Financial Leverage effect – Trata-se do efeito de um maior endividamento...
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...RESEARCH AND PRACTICE Suicide Among Veterans in 16 States, 2005 to 2008: Comparisons Between Utilizers and Nonutilizers of Veterans Health Administration (VHA) Services Based on Data From the National Death Index, the National Violent Death Reporting System, and VHA Administrative Records Ira R. Katz, MD, PhD, John F. McCarthy, PhD, Rosalinda V. Ignacio, MS, and Janet Kemp, RN, PhD Since the start of the wars in Afghanistan and Iraq, there has been increasing interest in suicide among American military veterans. This reflects a number of important issues. First, veterans constitute a sizeable population that has been identified as being at increased risk for suicide by some1,2 but not all,3 research studies. Second, there is increasing evidence that suicide may be a consequence of the stresses related to the experience of deployment and combat.4 Third, there have been concerns about the extent to which the Veterans Health Administration (VHA), the Department of Veterans Affairs (VA) health care system, has addressed the needs of veterans, especially those who have returned from service in Operation Enduring Freedom (OEF) and Operation Iraqi Freedom (OIF), the wars in Afghanistan and Iraq. Since the start of OEF and OIF, there have been a number of reports on rates and risk factors for death from suicide among all American veterans, independent of whether they have received VHA health care services,1---3,5---9 as well as a greater number of reports on those who utilize VHA...
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...Journal of AIDS and HIV Research Vol. 4(5), pp. 113-120, May 2012 Available online at http://www.academicjournals.org/JAHR DOI: 10.5897/JAHR11.019 ISSN 2141-2359 ©2012 Academic Journals Full Length Research Paper Disclosure of information by patients about HIV/AIDS infection in Northeastern Thailand Jaruwan Kownaklai1*, Darunee Rujkorakarn2, Weena Tanwattananon3 and Phoebe D. Williams4 1 Faculty of Nursing, Division of Family Nursing, Mahasarakham University, Mahasarakham, Thailand, 44150. 2 Faculty of Nursing, Mahasarakham University, Mahasarakham, Thailand, 44150. 3 Infection Clinic, Roi Et Hospital, Roi Et Province, Thailand, 45000. 4 University of Kansas School of Nursing, Kansas City, Kansas, USA, 66160. Accepted 6 July, 2011 Few studies have focused on the processes in which patients reveal their HIV infection to others. This study sought to understand these processes. Thus, the research questions were: (a) What were their thoughts about the moment when patients learned that they were infected? (b) To whom and when did patients disclose that they were infected? (c) How did they disclose the information? (d) How much or what information did they disclose, and what were the reactions of those who were informed? (e) Why did they reveal the information? The descriptive study was done using a convenience sample of 45 patients with HIV/AIDS at a hospital clinic in northeastern Thailand. The results showed that 67% told a family member, usually their mother, within...
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...UNIVERSIDADE DE SÃO PAULO Faculdade de Economia, Administração e Contabilidade Departamento de Economia IMPACTO DA INTRODUÇÃO DE NOVAS TERAPIAS MEDICAMENTOSAS NOS CUSTOS DO TRATAMENTO AMBULATORIAL DE PACIENTES HIV/AIDS Marina Oliva de Almeida Garcia São Paulo Novembro – 2009 SUMÁRIO Este trabalho traz estimativas do custo específico anual por paciente do tratamento do HIV/Aids em unidades de atendimento ambulatorial do município de São Paulo para dois períodos, 1996 e 2006. Os resultados obtidos para cada ano foram comparados por estágio de gravidade da doença e por componentes de custo, a saber, procedimentos médicos, exames, medicamentos anti-retrovirais e outros medicamentos. Para os cálculos, foi utilizada a metodologia de custo-padrão desenvolvida pela Fundação Instituto de Pesquisas Econômicas - FIPE (2008). Os resultados indicam que o custo específico anual médio foi quase duas vezes maior em 2006, quando comparado com 1996, e que esse crescimento é decorrente principalmente da evolução da tecnologia no tratamento do HIV/Aids, com a descoberta de novos anti-retrovirais e seu potencial de uso combinado, mais eficazes em manter a saúde e a qualidade de vida dos pacientes infectados. ÍNDICE 1 INTRODUÇÃO ..................................................................................................... 5 2 EMBASAMENTO TEÓRICO................................................................................ 9 2.1 Tecnologia ................................
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...How do new technologies impact on workforce organisation? Rapid review of international evidence Report developed by The Evidence Centre for Skills for Health Contents Key Themes ............................................................................................................................................ 3 Scope .................................................................................................................................................................... 3 How are teams being organised?.......................................................................................................... 7 Substituting grades and roles ............................................................................................................................... 7 Reducing staff or team size .................................................................................................................................. 8 Empowering patients............................................................................................................................................. 9 Changing the place of care ................................................................................................................................. 10 Working across organisations ............................................................................................................................. 10 Working across regional areas .........................
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...Using Simulation Modeling to Improve Patient Flow at an Outpatient Orthopedic Clinic Thomas R. Rohleder, PhD Division of Health Care Policy and Research Mayo Clinic 200 First Street SW Rochester, Minnesota 55905 tel: 507-538-1532 Email: rohleder@mayo.edu Peter Lewkonia, MD Faculty of Medicine University of Calgary Calgary, Alberta Diane Bischak, PhD Haskayne School of Business University of Calgary Calgary, Alberta Paul Duffy, MD Faculty of Medicine University of Calgary Calgary, Alberta Rosa Hendijani Haskayne School of Business University of Calgary Calgary, Alberta July 2011 Abstract We report on the use of discrete event simulation modeling to support process improvements at an orthopedic outpatient clinic. The clinic was effective in treating patients, but waiting time and congestion in the clinic created patient dissatisfaction and staff morale issues. The modeling helped to identify improvement alternatives including optimized staffing levels, better patient scheduling, and an emphasis on staff arriving promptly. Quantitative results from the modeling provided motivation to implement the improvements. Statistical analysis of data taken before and after the implementation indicate that waiting time measures were significantly improved and overall patient time in the clinic was reduced. Keywords: Outpatient Clinic, Discrete Event Simulation, Process Improvement, Patient Waiting I. Introduction Visiting hospital outpatient clinics is a very common way for...
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...Using Simulation Modeling to Improve Patient Flow at an Outpatient Orthopedic Clinic Thomas R. Rohleder, PhD Division of Health Care Policy and Research Mayo Clinic 200 First Street SW Rochester, Minnesota 55905 tel: 507-538-1532 Email: rohleder@mayo.edu Peter Lewkonia, MD Faculty of Medicine University of Calgary Calgary, Alberta Diane Bischak, PhD Haskayne School of Business University of Calgary Calgary, Alberta Paul Duffy, MD Faculty of Medicine University of Calgary Calgary, Alberta Rosa Hendijani Haskayne School of Business University of Calgary Calgary, Alberta July 2011 Abstract We report on the use of discrete event simulation modeling to support process improvements at an orthopedic outpatient clinic. The clinic was effective in treating patients, but waiting time and congestion in the clinic created patient dissatisfaction and staff morale issues. The modeling helped to identify improvement alternatives including optimized staffing levels, better patient scheduling, and an emphasis on staff arriving promptly. Quantitative results from the modeling provided motivation to implement the improvements. Statistical analysis of data taken before and after the implementation indicate that waiting time measures were significantly improved and overall patient time in the clinic was reduced. Keywords: Outpatient Clinic, Discrete Event Simulation, Process Improvement, Patient Waiting I. Introduction Visiting hospital outpatient...
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...Case report: Paediatric Orthopaedic Clinic 1- What is capacity utilization at every step in the process? What is the direct resource utilization? Using the data provided in the case, we are able to compile all data necessary to compute the capacity utilization at the clinic. Activity | # of Staff | Available time | Activity time | Number of Patients | Time needed | Utilization10 | | | /Staff | Total | N | F | N | F | N | F | Total | | 1. Front Desk | | | | | | | | | | | | a. Registration | 3 | 180 | 540 | 5 | 5 | 32 | 48 | 160 | 240 | 400 | 74 % | b. Verification | 3 | 255 | 765 | 9 | 4 | 32 | 48 | 288 | 192 | 480 | 63 % | 2. Radiology Department | | | | | | | | | | | | a. X-ray imaging | 6 | 240 | 9603 | 11 | 11 | 32 | 40.8 | 352 | 448.8 | 800.8 | 83 % | b. Development of X-rat | -1 | 240 | 9604 | 7 | 7 | 32 | 40.8 | 224 | 285.6 | 509.6 | 53%8 | c. Diagnostic reading and comments | 3 | 240 | 4805 | 5 | 5 | 32 | 40.8 | 160 | 204 | 364 | 76% | 3. Hand-off X-ray to Clinic | | | | | | | | | | | | a. Collection of X-ray | 3 | 2556 | 7657 | 2 | 2 | 32 | 40.8 | 64 | 81.6 | 145.6 | 19% 9 | b. Filing/exam room prep | 1 | 255 | 255 | 2 | 2 | 32 | 48 | 64 | 96 | 160 | 63% | 4. Examination Room | | | | | | | | | | | | a. Surgeon | 1 | 255 | 255 | 7 | 4 | 32 | 14.4 | 224 | 57.6 | 281.6 | 110% | b. Resident | 1(2)2 | 255 | 255 | - | 7 | - | 33.6 | - | 235.2 | 235.2 | 92% | c. Cast technician...
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...DFP - Demonstrações Financeiras Padronizadas - 31/12/2012 - AES SUL DISTRIB. GAÚCHA DE ENERGIA S.A. Versão : 2 Índice Dados da Empresa Composição do Capital 1 Proventos em Dinheiro 2 DFs Individuais Balanço Patrimonial Ativo 3 Balanço Patrimonial Passivo 5 Demonstração do Resultado 8 Demonstração do Resultado Abrangente 10 Demonstração do Fluxo de Caixa 11 Demonstração das Mutações do Patrimônio Líquido DMPL - 01/01/2012 à 31/12/2012 13 DMPL - 01/01/2011 à 31/12/2011 14 DMPL - 01/01/2010 à 31/12/2010 15 Demonstração do Valor Adicionado 16 Relatório da Administração 18 Notas Explicativas 38 Outras Informações que a Companhia Entenda Relevantes 129 Pareceres e Declarações Parecer dos Auditores Independentes - Sem Ressalva 130 Declaração dos Diretores sobre as Demonstrações Financeiras 131 Declaração dos Diretores sobre o Parecer dos Auditores Independentes 132 Motivos de Reapresentação 133 DFP - Demonstrações Financeiras Padronizadas - 31/12/2012 - AES SUL DISTRIB. GAÚCHA DE ENERGIA S.A. Versão : 2 Dados da Empresa / Composição do Capital Número de Ações (Unidades) Último Exercício Social 31/12/2012 Do Capital Integralizado Ordinárias Preferenciais Total 214.243 65.055 279.298 Em Tesouraria Ordinárias Preferenciais Total 810 5 815 PÁGINA: 1 de 133 DFP - Demonstrações Financeiras Padronizadas - 31/12/2012 - AES SUL DISTRIB...
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