Browsing by Subject "satisfaction"

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  • Riel van, Allard; Liljander, Veronica; Lemmink, Jos; Streukens, Sandra (Inderscience, 2004)
    The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other marketing channels when it comes to the interactive and personalised communication that is considered quintessential for supporting services. Our study shows that the quality of online supporting services powerfully affects satisfaction with the provider and customer loyalty through its effect on online value and enjoyment. Managerial implications are provided.
  • Kaipio, Johanna; Karisalmi, N.; Hiekkanen, K.; Stenhammar, H.; Lahdenne, P. (IOS PRESS, 2019)
    Studies in Health Technology and Informatics
    Patient experience (PX) is an important evaluation criterion for quality in healthcare. Compared to patient satisfaction, however less research has focused on the development of instruments to measure experiences of patients and their families. In the article, we describe the process of developing a PX questionnaire for the parents of pediatric patients in the context of children's hospital and illustrate the questionnaire items for measuring PX. The phases of the development process included retrospective interviews, description of the themes influencing PX and the metrics for measuring PX, as well as iterative development of three versions of questionnaires including data gathering and factor analysis. The final versions of the surveys suggested for implementation at the hospitals include eight PX statements for the outpatient clinic and five statements for the ward. Compared to satisfaction surveys, the developed surveys emphasize the aspects of parent's attitude towards the illness, support for families, and daily arrangements with a child patient. © 2019 American Psychological Association Inc. All rights reserved.
  • Russo, Fabrizio; De Salvatore, Sergio; Ambrosio, Luca; Vadalà, Gianluca; Fontana, Luca; Papalia, Rocco; Rantanen, Jorma; Iavicoli, Sergio; Denaro, Vincenzo (2021)
    Low back pain (LBP) is currently the leading cause of disability worldwide and the mostcommon reason for workers’ compensation (WC) claims. Studies have demonstrated that receivingWC is associated with a negative prognosis following treatment for a vast range of health conditions.However, the impact of WC on outcomes after spine surgery is still controversial. The aim of thismeta-analysis was to systematically review the literature and analyze the impact of compensationstatus on outcomes after lumbar spine surgery. A systematic search was performed on Medline,Scopus, CINAHL, EMBASE and CENTRAL databases. The review included studies of patientsundergoing lumbar spine surgery in which compensation status was reported. Methodologicalquality was assessed through ROBINS-I and quality of evidence was estimated using the GRADErating. A total of 26 studies with a total of 2668 patients were included in the analysis. WC patientshad higher post-operative pain and disability, as well as lower satisfaction after surgery whencompared to those without WC. Furthermore, WC patients demonstrated to have a delayed return towork. According to our results, compensation status is associated with poor outcomes after lumbarspine surgery. Contextualizing post-operative outcomes in clinical and work-related domains helpsunderstand the multifactorial nature of the phenomenon.
  • Tyllinen, Mari; Kaipio, Johanna; Lääveri, Tinja; Nieminen, Marko (IOS PRESS, 2017)
    Studies in Health Technology and Informatics
    This paper describes the development of a questionnaire for evaluating usability during EHR system procurement (DPUQ). Established usability questionnaires can be used to gather user feedback after using the systems. However, during procurement, experimenting with real system use is practical only with a limited number of system candidates. There is a need for less resource-demanding usability evaluation in the early stages of procurement in cases with several vendors. DPUQ has been designed for usability evaluation by end-users during special scenario-based vendor demonstrations. The questionnaire includes three sets of questions to be used during and after the vendor demonstration. DPUQ delivers specific usability scores and can be used to compare system candidates in procurement complementing other evaluation methods.
  • Peltonen, Laura-Maria; Junttila, Kristiina; Salanterä, Sanna (IOS PRESS, 2018)
    Studies in Health Technology and Informatics
    Day-to-day operations management in hospital units is difficult due to continuously varying situations, several actors involved and a vast number of information systems in use. The aim of this study was to describe front-line physicians' satisfaction with existing information systems needed to support the day-to-day operations management in hospitals. A cross-sectional survey was used and data chosen with stratified random sampling were collected in nine hospitals. Data were analyzed with descriptive and inferential statistical methods. The response rate was 65 % (n = 111). The physicians reported that information systems support their decision making to some extent, but they do not improve access to information nor are they tailored for physicians. The respondents also reported that they need to use several information systems to support decision making and that they would prefer one information system to access important information. Improved information access would better support physicians' decision making and has the potential to improve the quality of decisions and speed up the decision making process.
  • Koskinen, Anni; Myller, Jyri; Mattila, Petri; Penttila, Matti; Silvola, Juha; Alastalo, Ismo; Huhtala, Heini; Hytonen, Maija; Toppila-Salmi, Sanna (2016)
    Conclusion This is the first controlled study of balloon sinuplasty's long-term efficacy with the follow-up time over 5 years. The results are in accordance with a previous 2-year-follow-up study. Both techniques retained the efficacy and patient satisfaction on average 6 years after the surgery. Background Endoscopic sinus surgery (ESS) and balloon sinuplasty are considered as a treatment for chronic rhinosinusitis (CRS) after a failure of conservative therapy. High cost and lack of long-term follow-up studies restrain the use of balloon sinuplasty. Objective The aim of this study was to compare long-term efficacy and satisfaction in CRS patients who had undergone maxillary sinus operation with either balloon sinuplasty or ESS technique. Previous or additional sinonasal operations were exclusion criteria. Materials and methods Study patients were recruited from 208 CRS-patients who underwent either ESS or balloon sinuplasty. Patients with nasal polyposis (gradus >= 2), previous sinonasal surgery, unilateral disease, or immune deficiency were excluded. Altogether 45 patients in the ESS group and 40 patients in the balloon group were included. Of these, 30 and 28, respectively, answered to a phone interview held on average 6 years after primary surgery. Symptom reduction and long-term satisfaction were evaluated by using symptom scores of 19 parameters altogether. Results Both groups experienced improvement in symptoms and were equally satisfied with the operation. The number of patient-reported acute exacerbations was higher among the balloon dilated patients. Also, the reduction of thick nasal discharge was less evident in the balloon sinuplasty group. Four patients in the balloon sinuplasty group underwent revision surgery. There were no revisions in the ESS group.
  • Kaipio, Johanna; Hyppönen, Hannele; Lääveri, Tinja (IOS PRESS, 2019)
    Studies in Health Technology and Informatics
    The interest towards monitoring and guiding the development of healthcare information systems on a national level is increasing. In this paper, we report results from the three cross-sectional surveys on physicians' experiences on usability of their electronic health record (EHR) systems in Finland. The research question was: How have physicians' experiences on usability of their EHR systems evolved between 2010 and 2017? The data consists of responses to six usability statements from Finnish physicians working in public healthcare centres and hospitals. Among physicians working in healthcare centres, results between 2010 and 2017 show change for the worse. Among their colleagues in hospitals, results indicate slight improvement only in the domain of ease of use of the systems. In general, contrary to general expectations, the results do not show improvements between the years 2010, 2014 and 2017. In the future, we will continue the monitoring work in Finland on a national level from the viewpoint of physicians and other professional groups. © 2019 American Psychological Association Inc. All rights reserved.
  • Lamberg, Laura (Helsingfors universitet, 2010)
    Most of the Finnish commercial forest area is certified according to the PEFC Finland forest certification system. However, PEFC-certification is quite poorly renowned in the international markets of forest industry products. Also the acceptance of the PEFC-certification system is poor among the ENGOs. This study examines the expectations, experiences and the level of contentment related to PEFC-certification in the member organisations of the Finnish Forest Industries Federation. With this study, the Finnish Forest Industries Federation receives information about the situation of its member organisations in the environmentally-conscious markets. The study also reveals what kind of an effect PEFC-certification has on the success of these companies. The research methods of the study are qualitative. The material of the research was acquired by conducting thematic interviews. The theory of the study is based on the concepts of experienced service quality. In this study, PEFC-certification is examined as a service, the customers of which are Finnish forest industry companies. The theoretical framework of the study is a model of expectations, experiences and satisfaction by Rope & Pöllänen. The results show that the companies interviewed are fairly content with PEFC-certification. Nonetheless, there is some dissatisfaction, especially in the largest companies due to the poor acceptance of the PEFC-certification in the international markets and among the ENGOs. Certification has been acquired for the companies mainly because forest certification has been recognized to be a major trend in the forest industries. PEFC-certification has also been used as a means of responding to the claims of the environmentally conscious markets for the companies interviewed. The companies are satisfied with the fact that PEFC-certification has enabled them to maintain their marketshare. However, many of the interviewees point out the fact that PEFC-certification cannot provide them with a genuine competitive asset in the markets where FSC-certification is considered as the most reliable. Only few of the companies interviewed carry out communication efforts related to forest certification. Communication about PEFC-certification is considered to be superfluous because it doesn´t create a chance for differentatiation for a company. Improvement of the image and acceptance of PEFC-certification was wished for in many of the companies interviewed, especially in the largest ones.
  • Tyllinen, M.; Kaipio, Johanna; Lääveri, T. (IOS PRESS, 2019)
    Studies in Health Technology and Informatics
    In this paper, we report measured usability of two leading EHR systems during procurement. A total of 18 users participated in paired-usability testing of three scenarios: ordering and managing medications by an outpatient physician, medicine administration by an inpatient nurse and scheduling of appointments by nursing staff. Data for audio, screen capture, satisfaction rating, task success and errors made was collected during testing. We found a clear difference between the systems for percentage of successfully completed tasks, two different satisfaction measures and perceived learnability when looking at the results over all scenarios. We conclude that usability should be evaluated during procurement and the difference in usability between systems could be revealed even with fewer measures than were used in our study. © 2019 American Psychological Association Inc. All rights reserved.