Tesi etd-12282023-113527
Link copiato negli appunti
Tipo di tesi
Dottorato
Autore
SPATARO, VERONICA
URN
etd-12282023-113527
Titolo
Co-assessment in healthcare: antecedents, tools, and influencing factors for utilizing patient feedback to improve healthcare services
Settore scientifico disciplinare
SECS-P/08
Corso di studi
Istituto di Management - PHD IN MANAGEMENT - INNOVATION, SUSTAINABILITY AND HEALTHCARE
Commissione
relatore Prof.ssa VAINIERI, MILENA
Parole chiave
- co-assessment
- healthcare
- public management
- public services
Data inizio appello
06/09/2024;
Disponibilità
parziale
Riassunto analitico
This PhD dissertation is focused on co-assessment in healthcare, as an opportunity to involve users in the evaluation and monitoring of healthcare services, collecting feedback to learn from them and make the necessary improvements.
Chapter 2 of this dissertation is focused on the investigation of the determinants of citizen participation in co-assessment activities. A discrete choice experiment is used to investigate what motivates people to be part of a group of users called to assess public healthcare services yearly or more. Three attributes are considered: i) encouragement, ii) motivation, iii) transparency. The findings underline that people prefer voluntary participation to a professional-mediated invitation process. In terms of motivation, improving the healthcare system incentivises participation more than monetary rewards or donations. In this sense, they are more likely to participate when the call mentions creating public value, i.e., improving the healthcare system's quality. Moreover, they want to be sure that healthcare organisations and institutions use the evaluation results. In this sense, knowing about data usage is more motivating than having the possibility of publicly accessing the results themselves. This study offers insights into how to design co-assessment processes in healthcare by utilising the most preferred strategies by people. By providing a better understanding of patient preferences in relation to public participation in evaluating healthcare services, these findings may support policymakers and managers in being better positioned to promote participated co-assessment initiatives and establish the appropriate incentive levers.
Chapter 3 aims to provide an overview of the research on the approaches used by healthcare organisations to facilitate children and adolescents' involvement in evaluating their hospitalisation experience. This study attempts to determine if these approaches exist, how they are structured, and their impact on services. A systematic literature review was conducted to gather relevant information for this study. This study contributes to systematising the topic of children and adolescents' involvement in evaluating their hospitalisation experience. The findings provide insights regarding the approaches that service providers can take to encourage the direct participation of this target of patients in the evaluation of healthcare services and inform directions for future research in this area. These insights contribute to a better understanding of strategies for overcoming challenges and effectively advocating for children's and adolescents' voices to be heard, which is a crucial step in fostering inclusive and responsible systems and societies.
In Chapter 4, an extended version of the UTAUT model is applied in the context of the use of patient feedback in healthcare. The aim is to investigate the effect of seven factors on healthcare professionals and managers' intention to use patient feedback as possible determinants. The factors are performance expectancy, effort expectancy, social influence, facilitating conditions, habit, trust and perceived security. The study is based on a quantitative survey. The survey was developed based on a previous literature review, and it was then reviewed with a group of healthcare professionals and managers by interviews to validate the model in the analysed context. Qualitative data were also collected via open-ended questions in the survey to provide more valuable insights for discussing the results. The results confirm the importance of performance expectancy, effort expectancy, facilitating conditions (human resources, time, and the availability of guidance, specialised instruction and training activities) and social influence (in terms of the senior management of the organisation and the peers) as antecedents of the intention to use patient feedback among healthcare professionals and managers. Habit, perceived security, and trust also significantly influence usage behaviour, demonstrating a stronger impact compared to other influencing factors. In particular, trust is the most important determinant. The findings from this study provide significant insights into aspects that increase professional engagement in co-assessment activities and can assist healthcare organisations in establishing systems for collecting and using patient feedback, as well as providing incentives for using this data.
This dissertation holds value and implications for the academic community, healthcare organisations, and policymakers, supporting the integration of patient assessment into professional discourse and organisational and institutional culture.
Chapter 2 of this dissertation is focused on the investigation of the determinants of citizen participation in co-assessment activities. A discrete choice experiment is used to investigate what motivates people to be part of a group of users called to assess public healthcare services yearly or more. Three attributes are considered: i) encouragement, ii) motivation, iii) transparency. The findings underline that people prefer voluntary participation to a professional-mediated invitation process. In terms of motivation, improving the healthcare system incentivises participation more than monetary rewards or donations. In this sense, they are more likely to participate when the call mentions creating public value, i.e., improving the healthcare system's quality. Moreover, they want to be sure that healthcare organisations and institutions use the evaluation results. In this sense, knowing about data usage is more motivating than having the possibility of publicly accessing the results themselves. This study offers insights into how to design co-assessment processes in healthcare by utilising the most preferred strategies by people. By providing a better understanding of patient preferences in relation to public participation in evaluating healthcare services, these findings may support policymakers and managers in being better positioned to promote participated co-assessment initiatives and establish the appropriate incentive levers.
Chapter 3 aims to provide an overview of the research on the approaches used by healthcare organisations to facilitate children and adolescents' involvement in evaluating their hospitalisation experience. This study attempts to determine if these approaches exist, how they are structured, and their impact on services. A systematic literature review was conducted to gather relevant information for this study. This study contributes to systematising the topic of children and adolescents' involvement in evaluating their hospitalisation experience. The findings provide insights regarding the approaches that service providers can take to encourage the direct participation of this target of patients in the evaluation of healthcare services and inform directions for future research in this area. These insights contribute to a better understanding of strategies for overcoming challenges and effectively advocating for children's and adolescents' voices to be heard, which is a crucial step in fostering inclusive and responsible systems and societies.
In Chapter 4, an extended version of the UTAUT model is applied in the context of the use of patient feedback in healthcare. The aim is to investigate the effect of seven factors on healthcare professionals and managers' intention to use patient feedback as possible determinants. The factors are performance expectancy, effort expectancy, social influence, facilitating conditions, habit, trust and perceived security. The study is based on a quantitative survey. The survey was developed based on a previous literature review, and it was then reviewed with a group of healthcare professionals and managers by interviews to validate the model in the analysed context. Qualitative data were also collected via open-ended questions in the survey to provide more valuable insights for discussing the results. The results confirm the importance of performance expectancy, effort expectancy, facilitating conditions (human resources, time, and the availability of guidance, specialised instruction and training activities) and social influence (in terms of the senior management of the organisation and the peers) as antecedents of the intention to use patient feedback among healthcare professionals and managers. Habit, perceived security, and trust also significantly influence usage behaviour, demonstrating a stronger impact compared to other influencing factors. In particular, trust is the most important determinant. The findings from this study provide significant insights into aspects that increase professional engagement in co-assessment activities and can assist healthcare organisations in establishing systems for collecting and using patient feedback, as well as providing incentives for using this data.
This dissertation holds value and implications for the academic community, healthcare organisations, and policymakers, supporting the integration of patient assessment into professional discourse and organisational and institutional culture.
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