ObjectivesAlthough different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.DesignThis is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.SettingThis study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.ParticipantsManagers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.ResultsDespite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients’ feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.ConclusionsThe hospitals had established objectives that valued the patient’s perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.

The impact of accreditation is mainly related to internal processes, culture, training, institutional image and competitive differentiation.

Objective:To evaluate whether accredited health organizations perform better management practices than non-accredited ones. Method: The study was developed in two stages: a literature review, and a study of multiple cases in 12 healthcare organizations in the state of São Paulo, Brazil. It surveyed articles comparing hospital accreditation with the EFQM (European Foundation for Quality Management) model of excellence in management. According to the pertinent literature, the accreditation model and the EFQM model are convergent and supplementary in some aspects. Results: With 99% confidence, one can say that there is evidence that accredited organizations scored better in the evaluation based on the EFQM model in comparison to non-accredited organizations. This result was also confirmed in the comparison of results between the categories Facilitators and Results in the EFQM model. Conclusion: There is convergence between the accreditation model and the EFQM excellence model, suggesting that accreditation helps the healthcare sector to implement the best management practices already used by other business sectors. DESCRIPTORS

The importance of reverse logistics has increased owing to environmental factors and recent legislations. In this context, the market for remanufactured goods has become attractive. Manufacturers, retailers, and third-party companies have improved return programs and operations that add value to the return chain for electronic appliances, rather than treating it as a secondary process. The objective of this study is to identify the variables related to value generation in the reverse logistics of electronic products from the perspective of third-party companies. Reverse logistics of electronic products depends much on the context and local regulations; in addition, the fact that there are few studies on developing countries points to an important gap in extant research. This study presents the influence of quality and warranties, processing time, and partnerships between third-party companies, manufacturers, and retailers on the value generation from remanufactured products. These variables are related to optimal results and optimistic expectations for growth among third-party companies. These internal factors, together with an analysis of external factors and product portfolios, complement the scenario description for the cases studied. The main contribution of this study is to highlight the major factors, which are presented in the framework. The lessons learned can be used in other contexts involving third-party companies.

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