Final published version
Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
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TY - JOUR
T1 - Meeting patient expectations
T2 - Healthcare professionals and service re-engineering
AU - Laing, A.W.
PY - 2002
Y1 - 2002
N2 - A central theme underpinning the reform of healthcare systems in western economies since the 1980s has been the emphasis on reorienting service provision around the patient. Healthcare organizations have been forced to re-appraise the design of the service delivery process, specifically the service encounter, to take account of these changing patient expectations. This reorientation of healthcare services around the patient has fundamental implications for healthcare professionals, specifically challenging the dominance of service professionals in the design and delivery of health services. Utilizing a qualitative methodological framework, this paper explores the responses of healthcare professionals to service redesign initiatives implemented in acute NHS hospitals in Scotland and considers the implications of such professional responses for the development of patient-focused service delivery. Within this, it specifically examines evolving professional perspectives on the place of a service user focus in a publicly funded healthcare system, professional attitudes towards private sector managerial practices, and the dynamics of changing professional behaviour.
AB - A central theme underpinning the reform of healthcare systems in western economies since the 1980s has been the emphasis on reorienting service provision around the patient. Healthcare organizations have been forced to re-appraise the design of the service delivery process, specifically the service encounter, to take account of these changing patient expectations. This reorientation of healthcare services around the patient has fundamental implications for healthcare professionals, specifically challenging the dominance of service professionals in the design and delivery of health services. Utilizing a qualitative methodological framework, this paper explores the responses of healthcare professionals to service redesign initiatives implemented in acute NHS hospitals in Scotland and considers the implications of such professional responses for the development of patient-focused service delivery. Within this, it specifically examines evolving professional perspectives on the place of a service user focus in a publicly funded healthcare system, professional attitudes towards private sector managerial practices, and the dynamics of changing professional behaviour.
KW - budget
KW - health care delivery
KW - health care organization
KW - health care policy
KW - health care system
KW - health practitioner
KW - health service
KW - hospital care
KW - manager
KW - medical practice
KW - methodology
KW - national health service
KW - patient attitude
KW - priority journal
KW - professional practice
KW - qualitative analysis
KW - review
KW - United Kingdom
KW - Attitude of Health Personnel
KW - Great Britain
KW - Health Policy
KW - Health Services Research
KW - Hospital Restructuring
KW - Hospital-Patient Relations
KW - Hospitals, Public
KW - Humans
KW - Organizational Innovation
KW - Patient Satisfaction
KW - Patient-Centered Care
KW - Quality Assurance, Health Care
KW - Scotland
KW - State Medicine
U2 - 10.1258/095148402320176675
DO - 10.1258/095148402320176675
M3 - Journal article
VL - 15
SP - 165
EP - 172
JO - Health Services Management Research
JF - Health Services Management Research
SN - 0951-4848
IS - 3
ER -