CUSTOMER SATISFACTION IN COMMERCIAL BANKS

The efficiency of a banking sector depends upon how best it can deliver services to its target customers. In order to survive in this competitive environment and provide continual customer satisfaction, the providers of banking services are now required to continually improve the quality of services. Customer satisfaction means something more than a happy customer; it is broadly used in commerce and business sector. The present study is intended to analyse the customer satisfaction in commercial banks in Idukki district.

DIFFERENCES IN ATTITUDES ON PATIENT SAFETY CULTURE BETWEEN PHYSICIANS AND NURSES / Шинэ санаа Шинэ нээлт

@#BACKGROUND Patient safety has become a matter of interest to healthcare professionals, governments and researchers worldwide. During the last decade, many studies have been conducted to assess the prevalence, severity and causes of a large variety of different types of adverse events in hospitals, as well as the effectiveness of various approaches to enhance safety. In Mongolia, it is also an arguable point, mistakes and errors associated with physicians, hospital staffs and healthcare organizations has been occurring frequently in recent years. Our main aim is to find difference between physicians and nurses’ attitude on patient safety culture. METHODS The study included 3 tertiary hospitals from Ulaanbaatar city, Mongolia with a total of 122 respondents; all hospital staff. The Hospital Survey on Patient Safety Culture (HSOPSC) Questionnaire from AHRQ (Agency for Healthcare Research and Quality) was used. AHRQ methods, Pearson’s Chi-squared test, pairwise proportion test (p≤ 0,05) were used for statistical analysis. RESULTS Patient safety in hospitals was evaluated as positive by 62.3% of healthcare workers. The highest scores were obtained in specific dimensions as teamwork within unit (77.3%), unit’s team learning from occurred adverse events (71%). Per our survey, health care workers considered non-punitive response to error (20.6%) and communication openness (27.7%) as being weak areas. In surveyed hospitals, physicians and nurses had a significantly different outlook at communication, adverse events reporting and management support. Physicians reported fewer errors than nurses. CONCLUSION Doctors rated safety culture less positively than nurses in some dimensions of patient safety culture- feedback and communication about error, transition and handoffs, management support for patient safety and teamwork across units. This result could indicate a need for more intensive interventions in certain areas of patient safety culture and is certainly an area for future research inquiry.

O conceito de competência: uma análise do discurso docente / The concept of competence: an analysis of the teachers' perspective

As Diretrizes Curriculares Nacionais para o Curso de Medicina de 2001 têm como eixo norteador 28 competências, sem uma definição do conceito de competência utilizado. Na literatura há uma série de definições, sendo esse tema vasto e polêmico. Desse modo, a forma como a competência é compreendida pelo docente terá um impacto direto na formação do aluno. Com a finalidade de clarificar o conceito de competência médica adotado por docentes do curso de Medicina de uma universidade, foi realizada uma pesquisa qualitativa a partir da apresentação e questionamentos frente a um caso clínico comum. Para a síntese, organização e análise desses discursos foi utilizado o método do Discurso do Sujeito Coletivo. Entre os conceitos de competência pode-se notar a aplicabilidade prática dos conhecimentos, das habilidades e atitudes, aliada a uma prática reflexiva e ética. Esta última tem destaque e é um pilar das competências. Atitudes como comprometimento e respeito foram apontadas como essenciais para apresentar competência. As atitudes e a ética têm um papel central na competência do egresso, e estratégias para estimular seu desenvolvimento devem ser um dos focos da formação médica.

The National Curriculum Guidelines for the Medical course of 2001 have 28 core competences, but lack any defined concept of competence used. A number of definitions can be found in literature; this is a vast and controversial subject. Thus, the way in which teachers understand competence will have a direct impact on student education. A qualitative study was conducted among medicine teachers in order to clarify their concept of medical competence, based on the presentation of a common clinical case and related questions. Discourse of the Collective Subject was the method used to organize and analyze these persepctives. The concepts of competence found included the practical applicability of knowledge, skills and attitudes combined with reflective and ethical practice. The latter is given particular merit and can be seen as a pillar of the competences. Attitudes such as commitment and respect were identified as essential for displaying competence. It follows that the attitudes and ethics of graduates are key elements to their competence and encouraging their development should be one of the focuses of medical training.

Users’ Satisfaction with Services Provided Under National Health Insurance Scheme in South Western Nigeria.

Aims: National Health Insurance Scheme became operational in Nigeria over eight years ago; yet, population coverage is below 20% and healthcare services are provided ineffectively and inefficiently. Satisfaction surveys might be part of useful interventions required to increase universal healthcare coverage and improve optimal access and success of the scheme. Study Design: A cross-sectional, exploratory study. Place and Duration of Study: Federal Secretariat, Ibadan, Nigeria. 4 weeks of the month of July, 2011. Methodology: 380 eligible federal staff completed a self-administered modified SERVQUAL questionnaire, which assessed satisfaction domains of healthcare provider services (competence), staff attitude and waiting time. Clients’ experiences were related to a health facility visit in the last three months preceding the survey and assessed on a 5-point Likert scale of “very poor = 1”, “poor = 2”, “good = 3”, “very good = 4” and “excellent = 5”. Associations between dependent and independent variables were subjected to Chi-square test and logistic regression at P-value of 0.05. Results: 201 (52.8%) male and 179 (47.2%) female participated in the study. Their mean age was 42.5±8.0 years. Most frequently health conditions for which services were sought were malaria (52.9%), medical check-up (5.8%) and dental problem (2.9%). 55.6% of participants were satisfied with drug services, 56.2% with healthcare provider services, 77.8% with waiting time and 51.7% with staff attitude. Education and type of health facility were predictors of satisfaction with healthcare provider services. Length of years of enrolment was a predictor of satisfaction with waiting time while length of years and grade level attained in service were predictors of satisfaction with staff attitude. Conclusion: Periodic documentation of experiences of enrollees in relation to satisfaction domains of social insurance is useful as it could help identify and prioritise appropriate interventions required to improve its effectiveness and efficiency.

Reflexiones de los funcionarios del Instituto Teletón Valparaíso sobre la familia y el quehacer técnico profesional: un análisis de contenido latente / Latent content analysis: staff considerations on family, technical and professional work at Valparaíso's Teleton Institute

Introduction: In Chile, as well as in the rest of Latin America and the Caribbean region, a progressive change from a bio-medical to a bio-psycho-socio-environmental paradigm has taken place, with regards to the disability/rehabilitation phenomena. The former, is the reference framework for the current paper, which derived from previous research results from "Teletón Valparaíso's staff member's vision on a profile of social inclusion skills to be developed by children and youngsters with disabilities, who exit the institution: A qualitative study", based on the Grounded Theory (GT) methodology. GT recognizes a "manifest content" and a "latent content", gathered througth the research process. Objetive: Centered on the latent content, the objetive of this study, is to find out Valparaíso's Rehabilitation Institute's staff considerations on family, technical and professional work, related to the change in the rehabilitation paradigm mentioned above. Method: Based on the GT qualitative data gathering method, individual semi-structured interviews were conducted with 96.5 percent of staff. Data was processed with Atlas-ti, and the Constant Comparative Method (CCM). Results: The phenomena "Institute's practice" was indentified, which subdivides into two subphenomena: rehabilitation approach and family. Conclusion: A theorical-practical tension was identified about the institution's mission, which promotes some staff tendency to change technical and professional work, and the conception of the family's role in rehabilitation.

Introducción: El paulatino cambo de paradigma, del biomédico al biopsicosocioambiental, que se ha ido experimentando en Chile tanto como en la Región de América Latina y El Caribe, en relación al fenómeno discapacidad/rehabilitación, es el marco de referencia de este trabajo. Este se basa en los resultados de la investigación "Visión de los/as funcionarios de Teletón Valparaíso sobre perfil de competencias de inclusión social a desarrollar en jóvenes viviendo en situación de discapacidad egresados de la institución: un estudio cualitativo" en la que se utilizó el enfoque metodológico de la teoría fundamentada (T.F). Este reconoce un "contenido manifiesto" y un "contenido latente" en la información obtenida a través del proceso investigativo. Objetivo: Conocer las reflexiones que emergen del contenido latente de los/as funcionarios/as sobre la familia y el quehacer técnico profesional y su relación con un cambio en el enfoque de rehabilitación en el instituto de Valparaíso. Metodología: Abordaje cualitativo basado en el método de la T.F. Las técnicas de recolección de datos utilizados fueron las entrevistas individuales semiestructuradas, aplicadas al 96,5 por ciento de los funcionarios de Teletón Valparaíso. Para el procesamiento de la información se utilizó el software Atlas-ti y el "MCC" Método de Comparación Constante. Resultados: Se identificó el fenómeno análisis "Prácticas en el Instituto" aludiendo al enfoque de rehabilitación que los funcionarios reflejan en su quehacer y visión de las familias. Conclusión: Se percibe una tensión teórico-práctica en relación a la misión institucional, lo cual promueve la tendencia de algunos/as funcionarios/as a transformar el quehacer técnico profesional y la concepción del rol familiar.

Nursing Staff Stress From Caregiving and Attitudes Toward Family Members of Nursing Home Residents With Dementia in Korea

PURPOSE: The purpose of this study was to examine nursing staff stress with their caregiving roles and attitudes toward family members of nursing home residents in Korea. METHODS: The sample consisted of 267 nursing staff members from 10 long-term care facilities. Participants completed the Caregiver Stress Inventory and the Attitudes About Family Checklist. RESULTS: The mean score on the total Caregiver Stress Inventory was 4.34 for nurses and 4.53 for nursing assistants (t=-1.42, p=.161). Nursing assistants reported higher stress levels than nurses from caring for the residents with aggressive behaviors (t=-2.28, p=.040). In contrast, nurses reported higher stress levels regarding resources deficiency (t= 2.18, p=.045). The mean score on the data from the Attitudes About Family Checklist was 4.45 for nurses and 3.56 for nursing assistants (t= 2.52, p=.025), indicating that nursing assistants reported more negative attitudes toward family members of residents with dementia. CONCLUSIONS: The findings in this study showed a need for systematic educational programs for staff to enhance their dementia care knowledge, alleviate their stress, and finally change positively their attitudes toward family. As the number of dementia patients in long-term care facilities increases, it will be important for staff members to develop individually satisfying and mutually acceptable caregiving roles.