Van Fleet David D, Peterson Tim O
Arizona State University, Mesa, Arizona, USA.
Int J Health Care Qual Assur. 2016;29(2):141-61. doi: 10.1108/IJHCQA-07-2015-0089.
The purpose of this paper is to present the results of exploratory research designed to develop an awareness of healthcare behaviors, with a view toward improving the customer satisfaction with healthcare services. It examines the relationship between healthcare providers and their consumers/patients/clients.
DESIGN/METHODOLOGY/APPROACH: The study uses a critical incident methodology, with both effective and ineffective behavioral specimens examined across different provider groups.
The effects of these different behaviors on what Berry (1999) identified as the common core values of service organizations are examined, as those values are required to build a lasting service relationship. Also examined are categories of healthcare practice based on the National Quality Strategy priorities.
RESEARCH LIMITATIONS/IMPLICATIONS: The most obvious is the retrospective nature of the method used. How accurate are patient or consumer memories? Are they capable of making valid judgments of healthcare experiences (Berry and Bendapudi, 2003)? While an obvious limitation, such recollections are clearly important as they may be paramount in following the healthcare practitioners' instructions, loyalty for repeat business, making recommendations to others and the like. Further, studies have shown retrospective reports to be accurate and useful (Miller et al., 1997).
With this information, healthcare educators should be in a better position to improve the training offered in their programs and practitioners to better serve their customers.
The findings would indicate that the human values of excellence, innovation, joy, respect and integrity play a significant role in building a strong service relationship between consumer and healthcare provider.
ORIGINALITY/VALUE: Berry (1999) has argued that the overriding importance in building a lasting service business is human values. This exploratory study has shown how critical incident analysis can be used to determine both effective and ineffective practices of different medical providers. It also provides guidelines as to what are effective and ineffective behaviors in healthcare.
本文旨在呈现探索性研究的结果，该研究旨在培养对医疗行为的认识，以期提高客户对医疗服务的满意度。它考察了医疗服务提供者与其消费者/患者/客户之间的关系。
设计/方法/途径：该研究采用关键事件法，对不同提供者群体中有效的和无效的行为样本进行了考察。
研究考察了这些不同行为对贝里（1999年）所确定的服务组织共同核心价值观的影响，因为这些价值观是建立持久服务关系所必需的。还根据国家质量战略重点对医疗实践类别进行了考察。
研究局限性/启示：最明显的是所用方法的回顾性。患者或消费者的记忆有多准确？他们能否对医疗经历做出有效的判断（贝里和本达普迪，2003年）？虽然这是一个明显的局限性，但这种回忆显然很重要，因为它们在遵循医疗从业者的指示、重复业务的忠诚度、向他人推荐等方面可能至关重要。此外，研究表明回顾性报告是准确且有用的（米勒等人，1997年）。
有了这些信息，医疗教育工作者应该能够更好地改进其课程中提供的培训，并使从业者更好地服务于他们的客户。
研究结果表明，卓越、创新、愉悦、尊重和正直等人文价值观在建立消费者与医疗服务提供者之间强大的服务关系中发挥着重要作用。
原创性/价值：贝里（1999年）认为，在建立持久的服务业务中，最重要的是人文价值观。这项探索性研究展示了如何利用关键事件分析来确定不同医疗提供者的有效和无效做法。它还提供了关于医疗保健中哪些行为有效和无效的指导方针。
