Please use this identifier to cite or link to this item:
http://bura.brunel.ac.uk/handle/2438/20418
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Mousavi, A | - |
dc.contributor.author | Komashie, A | - |
dc.contributor.author | Clarkson, J | - |
dc.contributor.author | Young, T | - |
dc.coverage.spatial | USA | - |
dc.date.accessioned | 2015-02-04T15:52:45Z | - |
dc.date.accessioned | 2020-02-28T13:52:42Z | - |
dc.date.available | 2015-02-06 | - |
dc.date.available | 2020-02-28T13:52:42Z | - |
dc.date.issued | 2015-02-06 | - |
dc.identifier | http://bura.brunel.ac.uk/handle/2438/10110 | - |
dc.identifier | 2200110 | - |
dc.identifier | http://bura.brunel.ac.uk/handle/2438/10110 | - |
dc.identifier | 2200110 | - |
dc.identifier.citation | A. Komashie, A. Mousavi, P. J. Clarkson and T. Young, "An Integrated Model of Patient and Staff Satisfaction Using Queuing Theory," in IEEE Journal of Translational Engineering in Health and Medicine, vol. 3, pp. 1-10, 2015, | en_US |
dc.identifier.issn | 2168-2372 | - |
dc.identifier.uri | http://bura.brunel.ac.uk/handle/2438/20418 | - |
dc.description.abstract | This paper investigates the connection between patient satisfaction, waiting time, staff satisfaction and service time. It uses a variety of models to enable improvement against experiential and operational health service goals. Patient satisfaction levels are estimated using a model based on waiting (waiting times). Staff satisfaction levels are estimated using a model based on the time spent with patients (service time). An integrated model of patient and staff satisfaction, the Effective Satisfaction Level (ESL) model, is then proposed (using queuing theory). This links patient satisfaction, waiting time, staff satisfaction, and service time, connecting two important concepts, namely experience and efficiency in care delivery and leading to a more holistic approach in designing and managing health services. The proposed model will enable healthcare systems analysts to objectively and directly relate elements of service quality to capacity planning. Moreover, as an instrument used jointly by healthcare commissioners and providers, it affords the prospect of better resource allocation. Index | en_US |
dc.description.sponsorship | National Institute for Health Research (NIHR); Care East of England (CLAHRC EoE); Peterborough NHS Foundation Trust | en_US |
dc.format.extent | 1 - 10 (10) | - |
dc.language | English | - |
dc.language.iso | en | en_US |
dc.publisher | IEEE | en_US |
dc.relation.replaces | http://bura.brunel.ac.uk/handle/2438/10110 | - |
dc.relation.replaces | 2438/10110 | - |
dc.subject | Patient satisfaction | en_US |
dc.subject | staff satisfaction | en_US |
dc.subject | queuing theory | en_US |
dc.subject | waiting time | en_US |
dc.subject | service time | en_US |
dc.title | An integrated model of patient and staff satisfaction using queuing theory | en_US |
dc.type | Book chapter | en_US |
dc.identifier.doi | http://dx.doi.org/10.1109/JTEHM.2015.2400436 | - |
dc.relation.isPartOf | IEEE Journal of Translational Engineering in Health and Medicine | - |
pubs.issue | 2015 | - |
pubs.publication-status | Published | - |
pubs.volume | 3 | - |
Appears in Collections: | Dept of Computer Science Research Papers |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Fulltext.pdf | 4.85 MB | Adobe PDF | View/Open |
Items in BURA are protected by copyright, with all rights reserved, unless otherwise indicated.