Jaycustomers in the Hungarian healthcare system

2023 IEEE 17th International Symposium on Applied Computational Intelligence and Informatics (SACI) Pub Date : 2023-05-23 DOI:10.1109/SACI58269.2023.10158545

K. Jäckel, Mónika Garai-Fodor, Zoltán Gábor Lukács

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Abstract

The objective of our research was to examine the jaycustomers in healthcare. Thematic qualitative interviews were conducted with frontline healthcare staff (doctors, healthcare workers - nurses, caretakers and pharmacists). The respondents were asked to recall extraordinary situations and events. Based on the events, we asked them to describe the unpleasantness of the situation and then classify the healthcare jaycustomers. Our goal with this research is to explore the most common conflict situations in healthcare, the causes, the characteristics of destructive/deviant users, in order to formulate recommendations to service providers on how to deal with these jaycustomer types. The practical applicability of the research therefore lies in its potential to help develop proactive service provider behaviour. The identification of conflict situations allows quality improvement procedures to regulate where defects arise. 46 physicians, pharmacists/pharmacy staff, nurses, nurse practitioners, medical assistants and ambulance nurses were interviewed in September-November 2022.

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匈牙利医疗保健系统的jaycustomer

我们研究的目的是检查医疗保健行业的jaycustomer。对一线医护人员(医生、医护人员——护士、护工和药剂师)进行了专题定性访谈。受访者被要求回忆特别的情况和事件。根据这些事件，我们要求他们描述不愉快的情况，然后对医疗保健jaycustomer进行分类。本研究的目的是探讨医疗保健中最常见的冲突情况，其原因，破坏性/越轨用户的特征，以便为服务提供者制定如何处理这些jaycustomer类型的建议。因此，该研究的实际适用性在于其帮助发展主动服务提供者行为的潜力。冲突情况的识别允许质量改进程序来规范缺陷出现的地方。在2022年9月至11月期间对46名医生、药剂师/药房工作人员、护士、执业护士、医疗助理和救护车护士进行了访谈。

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2023 IEEE 17th International Symposium on Applied Computational Intelligence and Informatics (SACI)

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