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1

The impact of hospital material infrastructure elements and hospitalization quality in the opinion of patients

Daroń Marta, Baskiewicz Nicoletta, Pachura Aneta

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

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z. 191

117--130

EN

Purpose: Identification of infrastructure attributes that are crucial for achieving patient satisfaction. Design/methodology/approach: Based on a literature review, an initial set of infrastructure elements (attributes) determining the level of patient satisfaction with hospitalization was identified. In the empirical part, these attributes were verified in two ways: through surveys conducted in a selected hospital and through research based on the Kano methodology (CAWI method). Findings: It was found that the availability and cleanliness of sanitary rooms, markings of hospital units and communication routes, and facilities for people with disabilities significantly influence the level of satisfaction with hospitalization. There were indicated some areas in which the managers of the studied hospital could make some improvements. For example, an attribute where changes could be recommended is I5 - facilities for people with disabilities. Research limitations/implications: The publication presents the results of the literature review, which can be expanded in further research on the topic discussed. However, this study is limited to the relatively small group of patients and respondents who participated in surveys. These limitations concern also the geographical area and the number of hospital facilities, which suggest possible directions for future research. Practical implications: The results of the study may have practical applications in the area of hospital management. Satisfaction surveys completed by patients from various hospitals will identify the infrastructure elements with the lowest patient satisfaction. Therefore, they may constitute the basis for developing guidelines to improve satisfaction with hospitalization. Additionally, the Kano methodology indicates which attributes are most important to patients. Social implications: Introducing changes in the areas of infrastructure elements indicated in the study may result not only in increased patient satisfaction with the hospitalization process, but also in a real improvement in the conditions in which patients stay. This may be important for their well-being and could influence the recovery process. Originality/value: The article presents two-track research conducted among the public and actual patients of a provincial public hospital. The methodology prepared in this way can be helpful for hospital managers because it provides insight into social expectations and the actual assessment of the examined infrastructure attributes.

2

Staff attributes and the quality of hospital services

Pachura Aneta, Daroń Marta, Baskiewicz Nicoletta

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

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z. 191

447--468

EN

Purpose: Improving the quality of medical services is one of the key focus areas of hospital management. The search for opportunities for improvement, addressing real problems and meeting the needs of customers becomes particularly important in the face of such challenges as technological, especially the development of digitization and e-medicine, demographic changes, including, among others, aging societies, political and financial. The study was conducted to identify and analyze staff attributes that determine the achievement of a level of patient satisfaction with the quality of hospital services. Design/methodology/approach: Based on desk research and interviews with patients of a sample hospital, six key staff attributes important for achieving satisfaction with the quality of hospital services were identified. These attributes were subjected to empirical studies conducted in accordance with the methodology of the Kano model (first stage) and the survey method (second stage). The results of the studies made it possible to identify gaps between the highest desired degree of satisfaction and the level resulting from the patients' actual evaluation. Subsequently, the authors formulated their own recommendations for strengthening human capital for increasing the quality of hospital services. Findings: Based on the research, the map of key staff attributes affecting patient satisfaction with the quality of hospital services was developed. The attributes with the greatest importance and strength of influence on the quality of services, characteristic of the three professional groups studied, were then identified. Among them were: professionalism, kindness and politeness towards the patient and his family members, individualized approach to the patient. Recognizing the opinions of patients of a particular hospital, the attributes that were important but at the same time rated lowest were identified. On this basis, gaps between the expected and actual state were identified, and suggestions were made for improvement in the areas of knowledge, communication and cooperation. Research limitations/implications: Some limitations were recognized in the research process, primarily due to the size of the research sample and the scope and scale of empirical research. It seems desirable to expand the research field to include the international environment. Conclusions made against the background of other cultural or systemic conditions of health care in a given country could enrich the conducted comparative analysis with interesting insights. In addition, the study of correlations between an expanded set of factors influencing the quality of hospital services and the level of patient satisfaction could provide a direction for further research. Practical implications: The results of the study may be of interest to stakeholders in the health care industry. Identifying the key personnel attributes of greatest importance and power to influence service quality seems important for designing changes that strengthen a hospital's human capital. The presented suggestions for improvement in the areas of knowledge, communication and cooperation based on the results of patient satisfaction surveys of a specific hospital have application value. Social implications: Implementation of changes designed on the basis of the research results presented and suggestions for improvement in the areas of knowledge, communication and cooperation can realistically improve patient satisfaction with the quality of hospital services. In addition, hospitals' interest in improving the quality of services in response to patients' needs and expectations demonstrates social responsibility. Originality/value: The paper identifies key staff attributes important for achieving patient satisfaction with the quality of hospital services. It also provides practical recommendations for improvement in the areas of knowledge, communication and cooperation. The article is dedicated to academic and healthcare professionals, including hospital managers, as well as local government administration.

3

Requirements as for work on board a ship from the perspective of maritime field students and seafarers

Kłopotek Natalia, Dmowski Przemysław, Szkiel Agata

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

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z. 194

179--199

EN

Purpose: The study aims to identify the opportunities for improving the employment offers by identifying differences in the requirements as for work on a ship formulated by maritime university students and seafarers. Design/methodology/approach: To achieve the goal, the Kano method was applied, to determine the relationship between the level of requirements fulfilled to work on a ship and the students' and seafarers' level of satisfaction. Findings: It was found that there are differences in how students and seafarers perceive the same requirements for working on a ship. As the perception of these requirements depends on the seafaring experience, shipowners should differentiate the terms and conditions of employment formulated in job offers to the targeted group of potential employees. Research limitations/implications: The survey was conducted among students of only one Polish maritime university and, moreover, only seafarers of Polish nationality participated. Hence, future research in this area may include the identification of the requirements for work on board set by students and seafarers of other countries, as well as the identification of differences in the requirements for future work at sea set by students at the beginning and at the end of their education. Practical implications: The study results obtained may prove helpful to shipowners in adjusting the job offers to the target group recruited. Such knowledge can help shipowner companies to effectively prevent the crisis related to the shortage of highly skilled seafarers and the subsequent disruption of the supply chain. In addition, it can also provide guidance for maritime universities to design academic programs customized to the expectations of both shipowners and future seafarers. Originality/value: Research dedicated to assessing the impact of meeting shipboard job requirements on seafarers' satisfaction and dissatisfaction has not yet been conducted. In addition, the paper makes an innovative attempt to confront the requirements for work at sea formulated by seafarers with the requirements of students as future shipboard employees. The survey used the Kano method, a management-specific method not previously used in the maritime industry. The addressees of the results of the survey can be maritime universities, shipowners and maritime industry employees.

4

Directions of changes in healthcare unit management from the patient's perspective

Baskiewicz Nicoletta, Daroń Marta, Pachura Aneta

Polish Journal of Management Studies

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2023

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Vol. 28. No. 1

82--100

EN

The aim of the article is to determine the direction in which changes should be introduced in the management of healthcare units to increase patient satisfaction with the organization of services in the examined unit. It is emphasized that hospital management is a comprehensive process that includes planning, organization, coordination, and control of activities. These subprocesses are aimed at the efficient provision of medical services and the management of material and human resources. Based on the literature, the authors have identified factors influencing effective hospital management. Special attention is paid to the quality of medical care and accreditation as tools for raising quality standards. In the empirical part, the results of research conducted in a group of hospitals are presented, in which respondents assessed the level of satisfaction in selected areas. The Kano methodology was then used to understand patient expectations and classify attributes of hospital services. The results of the analysis indicated that some attributes have a neutral classification, while others are attractive to patients and generate a high level of satisfaction. The final part of the study includes recommendations for directions of changes in the management of healthcare units identified based on the conducted research.

PL

Celem artykułu jest określenie w jakim kierunku powinny być wprowadzane zmiany w zarządzaniu jednostkami opieki zdrowotnej, aby podnieść satysfakcję pacjentów z organizacji usług w badanej jednostki. Podkreśla się, iż zarządzanie szpitalami jest kompleksowym procesem, obejmującym: planowanie, organizację, koordynację i kontrolę działań, niniejsze subprocesy mają na celu efektywne świadczenie usług medycznych, zarządzanie zasobami materialnymi oraz zasobami ludzkimi. W oparciu o literaturę przedmiotu autorki zidentyfikowały czynniki wpływające na efektywne zarządzanie szpitalami. W sposób szczególny odniesiono się do jakości w opiece medycznej oraz akredytacji jako narzędzia podnoszenia standardów jakości. W części empirycznej zawarto wyniki badań zrealizowanych w zespole szpitali, w których respondenci określili poziom satysfakcji w wybranych obszarach następnie wykorzystano metodologię Kano do zrozumienia oczekiwań pacjentów i klasyfikacji atrybutów usług szpitalnych. Wyniki analizy wskazały, iż niektóre atrybuty mają klasyfikację obojętną, podczas gdy inne są atrakcyjne dla pacjentów i generują wysoki stopień zadowolenia. Końcowym elementem opracowania są rekomendacje kierunków zmian w zarządzaniu jednostkami opieki zdrowotnej zidentyfikowane w oparciu o przeprowadzone badania.

5

Określenie rodzaju cech jakościowych czekolady gorzkiej z wykorzystaniem metody Kano dla celów projektowania lub doskonalenia produktu przez producenta

Kleszcz Magdalena, Knop Krzysztof

Archiwum Wiedzy Inżynierskiej

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2020

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T. 5, Nr 1

14--17

PL

W artykule przedstawiono wynik klasyfikacji cech jakościowych czekolady gorzkiej z wykorzystaniem modelu i kwestionariusza Kano dla celów związanych z projektowaniem lub doskonaleniem tego rodzaju produktu przez producenta. W celu oceny cech jakościowych produktu przeprowadzono ankietę wśród grupy 20 studentów Wydziału Zarządzania Politechniki Częstochowskiej. Ankieta pozwoliła poklasyfikować cechy jakościowe czekolady gorzkiej do trzech grup: obowiązkowe, zwabiacze i obojętne. Jak się okazało, żadna z cech nie została zaklasyfikowana jako jednowymiarowa, tj. typu „im więcej tym lepiej”. Aby udoskonalić produkt i zapewnić jego powodzenie na rynku producent czekolady gorzkiej musi zapewnić obecność takich cech jak: duża zawartość kakao, długi posmak w ustach po spożyciu oraz zawartość jedynie naturalnych cukrów w czekoladzie. Aby wyróżnić ten produkt na tle konkurencji producent czekolady gorzkiej powinien ją wytwarzać z wykorzystaniem certyfikowanych składników ekologicznych a sama czekolada powinna mieć zawartość różnych egzotycznych owoców.

EN

The article presents the result of the classification of quality features of dark chocolate using the Kano model and questionnaire for purposes related to the design or improvement of this type of product by the manufacturer. In order to assess the quality of the product, a survey was conducted among a group of 20 students from the Faculty of Management at the Czestochowa University of Technology. Poll allowed classify the quality characteristics of dark chocolate into three groups: mandatory, attractors and inert. As it turned out, none of the features was classified as one-dimensional of the type “the more the better”. To improve the product and ensure its success on the market, the bitter chocolate manufacturer must ensure the presence of such features as a high cocoa content, a long aftertaste in the mouth after ingestion and the content of only natural sugars in chocolate. To make this product stand out from the competition, a bitter chocolate producer should produce it using certified organic ingredients and the chocolate itself should have a content of various exotic fruits.

6

Using the Kano method for analysis of the attributes of a product in the automotive industry

Wolniak R.

Zeszyty Naukowe / Akademia Morska w Szczecinie

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2011

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nr 27 (99) z. 2

93-99

EN

The publication presents an example of using the Kano method to analyse the quality attributes of a product in the automotive branch. Using the Kano method, technical attributes of a product were analysed for a front bumper installed in Opel cars, which was followed by the identification of hidden factors by means of exploration factor analysis. The application of the extrapolation factor analysis has made it possible to discover that the examined set of twenty attributes of the product contains 5 hidden factors, which included: bumper aesthetics, resistance to external factors, lacquer properties, resistance to temperature and the precision of workmanship.

PL

W publikacji zaprezentowano przykład wykorzystania metody Kano do analizy atrybutów jakości produktu w branży motoryzacyjnej. Dla zderzaka przedniego montowanego w samochodach marki Opel przeanalizowano atrybuty techniczne produktu metodą Kano, a następnie przy pomocy ekstrapolacyjnej analizy czynnikowej dokonano identyfikacji czynników ukrytych. Zastosowanie ekstrapolacyjnej analizy czynnikowej pozwala zorientować się, że w badanym zestawie dwudziestu atrybutów produktu można wyróżnić 5 czynników ukrytych, do których zaliczono: estetykę zderzaka, wytrzymałość na czynniki zewnętrzne, właściwości lakieru, odporność na temperaturę oraz dokładność wykonania.