2014
DOI: 10.1186/1472-6963-14-141
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Developing and implementing a service charter for an integrated regional stroke service: an exploratory case study

Abstract: BackgroundBased on practices in commercial organizations and public services, healthcare organizations are using service charters to inform patients about the quality of service they can expect and to increase patient-centeredness. In the Netherlands, an integrated regional stroke service involving five organizations has developed and implemented a single service charter. The purpose of this study is to determine the organizational enablers for the effective development and implementation of this service chart… Show more

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Cited by 3 publications
(11 citation statements)
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“…A client service charter is a document that sets out information on the services provided , the standards of service that customers can expect from the facility , and how to make complaints or suggestions for improvement” [ 28 , 29 ]. Therefore, improved implementation of a patient/client-centred healthcare relies on display of the charter in various services delivery points, effective charter monitoring, and availability of a feedback and complaints handling system [ 24 ].…”
Section: Discussionmentioning
confidence: 99%
“…A client service charter is a document that sets out information on the services provided , the standards of service that customers can expect from the facility , and how to make complaints or suggestions for improvement” [ 28 , 29 ]. Therefore, improved implementation of a patient/client-centred healthcare relies on display of the charter in various services delivery points, effective charter monitoring, and availability of a feedback and complaints handling system [ 24 ].…”
Section: Discussionmentioning
confidence: 99%
“…The remaining 20 included both structural and social alignment (Table 4, see also Additional file 5, column 3). Contrary to the focus of the main part of the 12 definitions of alignment (presented above), only 8 of the 53 articles focused only on alignment between inner and outer contextual elements of an organization or system with each other [31,36,37,[47][48][49][50][51]. For example, aligning leadership across organizational levels [47], or goals and cultures across organizations [37], were in these eight articles highlighted as important facilitators during implementation of the EBI.…”
Section: How Has Alignment Been Assessed?mentioning
confidence: 98%
“…However, a clear definition of alignment was seldom provided. Of the 53 included articles, 12 provided a definition of alignment [6,19,22,26,[29][30][31][32][33][34][35][36]. Six of the definitions were the authors' own (i.e., no reference where given), the other six provided a reference for their definition [19,22,29,33,35,36].…”
Section: How Is Alignment Defined and Conceptualized?mentioning
confidence: 99%
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