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首页> 外文期刊>International journal of evidence-based healthcare. >Modelling management response and online reviews for improved financial performance of hospitals
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Modelling management response and online reviews for improved financial performance of hospitals

机译：建模管理响应和在线评审，了解医院的财务表现

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摘要

Hospitals are increasingly changing their online review strategy from active listening to proactive engagement to ensure proper responses to patients. Reviews of and responses from hospitals vary in different regions of the world, thereby the process of ranking of hospitals is bounded to a specific region. On the other hand, working conditions in public hospitals have been of great concern worldwide for healthcare personnel. Due to the poor review of a hospital, financial performance is gradually deteriorating, which leads to the migration of healthcare personnel from one hospital to another. This study investigates the combined effect of management responses and online reviews on the financial performance of hospitals by concentrating on three areas of concern. First, how variation in management responses, both within a hospital and on peer review sites, affects the motivation of healthcare personnel towards service and number of patients seeking services. Second, a cyclic link depicting interrelationships among four major domains, namely rating, management response, financial performance, and recommendation, has been presented. Third, a generic model is proposed to improve the performance of hospitals in each of the above domains, and analysis has been done to make the model region-specific. A case study on Indian hospitals is performed to depict the sufficiency of models. It is found that management intervention on social media should be strategic, and a higher average rating tends to mitigate the effect of negative responses.
机译：医院越来越多地改变他们的在线审查策略，从主动听取，主动参与，以确保对患者的正确反应。医院的评论和回复在世界不同地区各不相同，从而将医院排名的过程偏向于特定区域。另一方面，公立医院的工作条件在全球医疗保健人员担心。由于医院的审查不良，财务表现逐渐恶化，这导致医疗保健人员从一家医院迁移到另一家医院。本研究通过专注于三个关注领域，调查管理响应和在线评论对医院财务表现的综合影响。首先，在医院和同行评审地点内的管理响应变异程度如何影响医疗保健人员对服务和寻求服务患者的数量的动机。其次，已经提出了一个循环链路，描绘了四个主要域名，即评级，管理响应，财务表现和建议之间的相互关系。第三，提出了一种通用模型来提高上述每个域中的医院的性能，并且已经完成了分析以使模型区域特定于此。对印度医院进行了一个案例研究，以描述模型的充分性。有人发现，社交媒体的管理干预应该是战略性的，并且较高的平均评级倾向于减轻负面反应的影响。

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