Framework of Social Customer Relationship Management in E-Health Services

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demonstrates how a new approach in CRM based on Web 2.0 or Social CRM helps healthcare organizations to improve their customer support, and at the same time avoiding possible conflicts, and promoting better healthcare to patients. A conceptual framework of the new approach will be proposed and highlighted. The framework includes some important features of Social CRM such as customer's empowerment, social interactivity between healthcare organization-patients, and patients-patients. The framework offers new perspective in building relationships between healthcare organizations and customers and among customers in e-health scenario. It is developed based on the latest development of CRM literatures and case studies analysis. In addition, customer service paradigm in social network's era, the important of online health education, and empowerment in healthcare organization will be taken into consideration.Comment: 15 pages. arXiv admin note: substantial text overlap with arXiv:1204.3689, arXiv:1203.3919, arXiv:1204.3685, arXiv:1203.4309, arXiv:1204.3691, arXiv:1203.392

Nurses\u27 Perceptions of Structural Empowerment: A Practice Review Process Pilot

Nurses are professionally and morally obliged to monitor and evaluate nursing practice via active participation in review mechanisms that are designed to promote patient safety and care delivery, thereby improving patient care quality (American Nurses Association [ANA], 1988, 2001, 2004; O\u27Rourke, 2006). The purpose of this Doctor of Nursing Practice (DNP) project was to develop, pilot, and evaluate a nurse practice review process with frontline nurses within Fresno Heart & Surgical Hospital (FHSH), a small specialty hospital, affiliated with Community Medical Centers (CMC) in Fresno, California. A nurse practice algorithm was subsequently developed and structural empowerment was assessed with the Conditions of Work Effectiveness Questionnaire-II (CWEQ-II) (Laschinger, Finegan, Shamian, & Wilk, 2001). While there was a small sample size, the DNP project evaluation demonstrated that frontline nurses want to participate in improvement activities within the facility and believed the nurse practice review algorithm would effectively monitor and evaluate nursing practice

Empowerment or Engagement? Digital Health Technologies for Mental Healthcare

We argue that while digital health technologies (e.g. artificial intelligence, smartphones, and virtual reality) present significant opportunities for improving the delivery of healthcare, key concepts that are used to evaluate and understand their impact can obscure significant ethical issues related to patient engagement and experience. Specifically, we focus on the concept of empowerment and ask whether it is adequate for addressing some significant ethical concerns that relate to digital health technologies for mental healthcare. We frame these concerns using five key ethical principles for AI ethics (i.e. autonomy, beneficence, non-maleficence, justice, and explicability), which have their roots in the bioethical literature, in order to critically evaluate the role that digital health technologies will have in the future of digital healthcare

Tailored retrieval of health information from the web for facilitating communication and empowerment of elderly people

A patient, nowadays, acquires health information from the Web mainly through a “human-to-machine” communication process with a generic search engine. This, in turn, affects, positively or negatively, his/her empowerment level and the “human-to-human” communication process that occurs between a patient and a healthcare professional such as a doctor. A generic communication process can be modelled by considering its syntactic-technical, semantic-meaning, and pragmatic-effectiveness levels and an efficacious communication occurs when all the communication levels are fully addressed. In the case of retrieval of health information from the Web, although a generic search engine is able to work at the syntactic-technical level, the semantic and pragmatic aspects are left to the user and this can be challenging, especially for elderly people. This work presents a custom search engine, FACILE, that works at the three communication levels and allows to overcome the challenges confronted during the search process. A patient can specify his/her information requirements in a simple way and FACILE will retrieve the “right” amount of Web content in a language that he/she can easily understand. This facilitates the comprehension of the found information and positively affects the empowerment process and communication with healthcare professionals

The Defining Characteristics of the Buurtzorg Nederland Model of Home Care from the Perspective of Buurtzorg Nurses

In the summer of 2015, I spent nine weeks in the Netherlands conducting qualitative research on the Buurtzorg model, an award-winning home healthcare organization, whose name translates to “neighborhood care.” I focused my research on the Buurtzorg nurses’ perspectives on the characteristics of the model. I conducted informal interviews with seventeen nurses, accompanied more on their home visits, and attended team meetings in several cities and towns. I also visited the headquarters of Buurtzorg in Almelo, where I spoke with Jos de Blok, the co-founder of the Buurtzorg model. In my collected data, I found four common themes in how the nurses perceived their work and the organization. The model for home care presented by Buurtzorg offers possibilities for the U.S. to lower homecare costs and increase patient and nurse satisfaction

Using a smartphone app to identify signs of pre-eclampsia and/or worsening blood pressure

Background Hypertensive disorders of pregnancy complicate 10% of pregnancies and can have serious consequences. Aims To explore the experiences of pregnant women with a history of hypertension using an innovative home blood pressure monitoring device. Methods A qualitative study using a grounded theory approach was undertaken. Data were collected through semi-structured interviews. Women were given a blood pressure machine to monitor their blood pressure daily. They inserted their blood pressure results on a smartphone app and answered questions for signs of pre-eclampsia. Participants were followed up every 2 weeks. Findings The results suggested that women wanted a holistic care pathway for the management of hypertension in pregnancy. Three subcategories (‘empowerment’, ‘comparison of care pathways’ and ‘continuity of care’) were also identified. Conclusions The traditional management of hypertension in pregnancy is not holistic. The home blood pressure service was accepted by women and incorporated elements of holistic care but more is required to meet the standard of care that women need

Jumped or pushed: what motivates NHS staff to set up a social enterprise?

Purpose – The purpose of this paper is to examine the motivations behind public sector spin outs, focusing on the Right to Request policy, which enabled NHS staff to set up their own social enterprises to deliver healthcare services.\ud \ud Design/methodology/approach – The paper draws on empirical data gathered from 16 in-depth interviews with individuals who had led a Right to Request proposal.\ud \ud Findings – Motivations to spin out of the NHS into a social enterprise were often “empathetic” in nature, built around the good of the service for staff and users. Alongside this, some felt “pushed” out of the NHS as a result of government restructuring policy, with social enterprise offering the only hope to survive as an organisation.\ud \ud Research limitations/implications – The study captures a particular point in time and there may be other perspectives that have not been included.\ud \ud Social implications – The paper is of use to academics, policy makers and practitioners. It provides an important contribution in thinking about how to motivate public sector staff, especially those from a health profession, to consider spinning out into social enterprises.\ud \ud Originality/value – The paper is the first to look at the motivations of healthcare spin outs through the Right to Request programme. The findings are related to previous literature on social entrepreneurship within public sector settings.\u

Addressing the Quality and Safety Gap Part I: Case Studies in Transforming Hospital Nursing and Building Cultures of Safety

Presents case studies of strategies four healthcare systems and a state government are using to address underlying causes in flawed systems: strengthening care processes, optimizing staffing, and promoting safe work habits. Lists policy recommendations