...Anna V. Chatzi; Konstantinos A. Tasias Purpose Communication has long been identified as an integral element that defines healthcare's quality operations and patient safety. This study focuses on the patient and healthcare staff interaction during COVID-19 and the investigation of communication...

...Aaron Asibi Abuosi Purpose – The purpose of this paper is to find out whether there are any significant gaps in perceptions of quality of care between patients and healthcare providers in Ghana’s hospitals. Design/methodology/approach – A cross-sectional survey of patients seeking...

...Suzanne Shale Purpose – There is growing focus on the importance of attending to “patient experience” in delivery of health services, and the design of clinical quality indicators. “Patient experience” (also termed “user experience”) has been augmented by “staff” and “carer” experience...

...Muslim Amin; Siti Zahora Nasharuddin Purpose The purpose of this study is to investigate hospital service quality and its effect on patient satisfaction and behavioural intention. Design/methodology/approach A convenience sampling technique was used in this study. A total of 350 questionnaires...

...Paul Hansen; Alison Hendry; Ray Naden; Franz Ombler; Ralph Stewart Purpose This paper aims to describe a new process for creating points systems – i.e. decision criteria and their point values – for prioritising patients for access to elective health services. Design/methodology/approach...

...José Ferreira; Carlos Gomes; Mahmoud Yasin Purpose This paper aims to present an applied research effort aimed at re‐engineering the utilization practices of operating rooms for a public Portuguese hospital. This re‐engineering effort is motivated by the desire to enhance the patient‐orientation...

...). It discusses critical factors that test its viability. Findings The OIS retain 50 per cent of orthopaedic patients referred via the Choose and Book system. Of those, 21 per cent of patients seen were referred onto secondary care, the rest are managed in primary care. Patient feedback on their experience...

...Michael Stewart; Claire Baldry Purpose The purpose of this paper is to investigate the impact of a “Do Not Attempt Resuscitation” (DNAR) order on subsequent decision making relating to the clinical care of the patient. Design/methodology/approach The approach taken was a questionnaire based...

... consequences for individual patients, their families, cause distress to health care staff and undermine public confidence in the NHS. The paper's aim is to introduce the concept of a medical ward round considerative checklist to improve ward round processes, effectiveness, reliability and efficiency, aid team...

...Clive Savory Purpose This paper aims to set out a framework that can be used for locating strategies for incorporating patient and public involvement (PPI) in the wider process of translative healthcare research. Design/methodology/approach This paper is analytical and synthesizes knowledge...

...Madhav Sinha; Hatice Camgöz‐Akdağ; Mosad Zineldin Purpose The aim of this research is to examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Istanbul evaluate quality of health care to be similar or different...

... Infections Program (DB) during formative years of the new program. We also examine the strength of evidence behind 14 recognized assumptions underlying the concept of this public reporting. Our new program is focused on collaborating to improve safety and quality in patient care. In that sense...

...Tom Hutchinson; Alex Brown Purpose The aim of this paper is to discuss the implications to individuals and organisations of the National Patient Safety Agency rapid response report on the risks of chest drain insertion, published 15 May 2008. Design/methodology/approach The paper represents...

...Allan D. Spigelman Purpose This paper aims to present an exemplar of patient enquiry concerning choice of surgeon and progress regarding individual surgeon performance reporting. Design/methodology/approach The paper takes an observational approach. Findings The study finds...

...Mohammed Ashir; Karl Marlowe Purpose The current risk management system for community mental health patients in England is based around the Care Programme Approach (CPA). This system is not responsive to changes in risk for community patients. This paper aims to introduce a practical system...

...Francesco Scotto; Antonella De Ceglie; Vito Guerra; Giovanni Misciagna; Antonio Pellecchia Purpose The principal aim of this study is to assess the determinants of patient satisfaction in a gastrointestinal (GI) endoscopy service. Design/methodology/approach A standardised questionnaire...

...Devendra Mahadevan; Sanjeev Gupta Purpose The purpose of this paper is to present the results of an audit undertaken to assess patients’ understanding of orthopaedic terminology in consent forms. Design/methodology/approach Participants were asked to complete a questionnaire enquiring about...

...Jennifer K. O'Neill; V. Laina; S. Wilson Purpose The purpose of this article to study referrals to our hand service to find out how long they had been waiting and with what sort of clinical conditions. The Department of Health monitors outpatient's waiting time as the percentage of patients seen...

...Ziver F. Ismail; Tevfik F. Ismail; Alan J. Wilson Purpose The purpose of this paper is to audit the use of three strategies for protecting hospital inpatients with allergies: red allergy wristbands for patients with allergies; white identification wristbands for all patients; and completion...

...S.W. Mercer; D.J. Hatch; A. Murray; D.J. Murphy; K.W. Eva Purpose The purpose of this paper is to determine the relevance and reliability of the ten‐item Consultation and Relational Empathy (CARE) Measure as a tool for measuring patients' views of anaesthetists during preoperative assessment...