...Sasan T. Khorasani; Maryam Keshtzari; Md Saiful Islam; Ramyar Feizi Purpose The cost of pharmaceutical supply chain due to drug waste is one of the current major issues in health care. Drug waste associated with intravenous (IV) fluid form of medication is one of the crucial issues for many...

...Parvaneh Esfahani; Ali Mohammad Mosadeghrad; Ali Akbarisari Purpose Although strategic planning promised to boost organizational performance, many health care managers found it difficult to implement it successfully. The purpose of this paper is to investigate the success of strategic planning...

.... Practical implications – Environmental uncertainty needs to be matched with coping strategies and organizational capacities to design processes responsive to real needs of health care. This implies that lean and agile can be combined to optimize the design of hospitals, to meet different variations...

.... Research participants found the ISO 10001-based method useful and comprehensible. Practical implications – This paper presents a specific health care example of how to adapt a standard’s guideline in establishing customer promises. The authors show how a promise can be used in alleviating an existing...

... be contacted at: jdaughe@emory.edu © Emerald Group Publishing Limited 2013 Quality improvement Evaluation Qualitative research Health care United States of America Several respondents discussed ways in which they were able to use the skills and concepts learned in the course...

... and the declining workforce associated with it (Isouard, 1999c , d , 2000). Rural and remote regions offer enormous challenges in Australia to the provision of health care, and in particular pathology services. Major issues exist for consumers in terms of access and the availability of testing facilities...

..., internal business process, and learning and growth (Figure 1). © Emerald Group Publishing Limited 2013 Balanced scorecard Strategic management Performance management Qualitative and quantitative management Information technology Health care Public sector Greece Kaplan and Norton...

... by understanding why customers do not switch (Colgate and Lang, 2001). © Emerald Group Publishing Limited 2013 Service quality Tolerance zone Switching barriers and costs Mauritius Patients Health care Customer services quality Today's healthcare service buyers are more informed...

... for employees and suppliers. Healthcare organizations Quality Definition Pluralistic evaluation Iran Health care Customer services quality In‐patients interviews were conducted by the researcher in private rooms off the main ward. Interviews with outpatients were conducted...

...Jaap van den Heuvel; Gerard C. Niemeijer; Ronald J.M.M. Does Purpose Current health care quality performance indicators appear to be inadequate to inform the public to make the right choices. The aim of this paper is to define a framework and an organizational setting in which valid and reliable...

... rapport. However, there is potential bias, mainly losing non verbal‐communication, distorting oral data and losing contextual data (Novick, 2008). © Emerald Group Publishing Limited 2013 Total hip replacement Satisfaction Consent Compliance Venous thrombo‐embolism Health care Patients...

... Enhanced roles Service redesign Capacity Waiting times Efficiency Health care Hospitals Patients with suspected coronary heart disease (CHD) may be referred for several diagnostic procedures to determine disease type and extent, and the most appropriate treatment. One key diagnostic procedure...

... Lean Health care Implementation NHS England National Health Service United Kingdom Originating from the Toyota Motor Corporation in Japan, Lean (also referred to as the Toyota Production System) was initially conceived as a radical alternative to traditional mass production...

...Navin K. Dev; Ravi Shankar; Kamal Arvind Purpose The aim of this study is to highlight the value of the success rate performance of a surgery while planning patient flow within a supply chain of a health care organization/hospital. Design/methodology/approach The paper has considered one...

... the customer's needs, and finding ways to prioritize and translate them using QFD. © Emerald Group Publishing Limited 2013 Quality function deployment (QFD) Health care Design for Six Sigma (DFSS) Medication process Six Sigma Sweden People working in healthcare often confront the same...

... Health care Healthcare organisations face a number of serious challenges, particularly concerning effectiveness, efficiency and quality. Therefore, there is a pressing need for a new approach in managing healthcare organisations to become more cost‐effective in the delivery of high quality...

... be minimised. Table II presents this process. Three dominant categories emerged from the data: 1. environment; 2. facilitation; and 3. support. Social marketing Public health Hospital associated infection Nursing Marketing Health care United Kingdom Poor nurse...

... and not suggesting their own views on care. The same applies to other Asian societies, for example Thailand (Patterson and Smith, 2001). Cultural values Customer‐perceived service quality Health care China Service quality assurance National cultures Individual perception Health services Currently...

... healthcare accountability in developing countries is limited. © Emerald Group Publishing Limited 2012 Accountability Privatized health care Bangladesh Health care Privatization After its independence in 1971, Bangladesh moved to privatisation during the mid‐1980s. However...

... Emerald Group Publishing Limited 2012 Patient satisfaction Microbiology department India Patients Health care Hospital services Customer satisfaction We conducted our survey between January and March 2008 using a questionnaire (Tables I to VII) formed from the Patient...