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Publication date: 1 June 1996

Rachel Javetz and Zvi Stern

Continuous quality improvement focuses on the customer and, therefore, requires attention to customers’ feedback as a vital input. Customers’ feedback in general hospitals…

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Abstract

Continuous quality improvement focuses on the customer and, therefore, requires attention to customers’ feedback as a vital input. Customers’ feedback in general hospitals includes utilization statistics of various services, patient satisfaction surveys and patients’ complaints. The role of complaint data as a management tool, and particularly as applied to quality improvement, has received little attention in the literature. As a quality control tool, complaints are investigated on the individual, unit and organizational levels. Repeated complaints about the same units, procedures or individuals, are especially important for quality review. The role of the hospital administration is to draw on the human, technological and procedural resources at its disposal, along a solution time interval (immediate, short and long term), in designing its policy for quality improvement. Presents three examples of policy changes. The aggregate of complaint data serves, in addition, for follow‐up of the effect of changes introduced by policy decisions.

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Journal of Management in Medicine, vol. 10 no. 3
Type: Research Article
ISSN: 0268-9235

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Article
Publication date: 1 August 2000

Daphna Birenbaum‐Carmeli, Yoram S. Carmeli and Rina Cohen

Provides a comparison of the press coverage of the introduction of IVF in different contexts, giving a vantage point for examining the variability and the context‐dependence of…

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Abstract

Provides a comparison of the press coverage of the introduction of IVF in different contexts, giving a vantage point for examining the variability and the context‐dependence of the issue. Sheds some light on the cultural‐political‐social problems that the new technology entails. Contrasts the differences between Canada and Israel, showing that both countries endorse modern technology in the field of medidine: in both countries, IVF was imported about the same time and both used the US and Britain as a frame of reference and model rather than local developments. Shows the cultural differences of how each culture embraced the new technology.

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International Journal of Sociology and Social Policy, vol. 20 no. 7
Type: Research Article
ISSN: 0144-333X

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