Service Failure and Complaint Behavior in the Public Hospital Industry: The Indonesian Experience

Lizar, Alfansi; Atmaja, Ferry Tema

doi:10.1080/10495140802644554

Cited by 10 publications

(10 citation statements)

References 34 publications

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“…The Joint Commission identified lack of training and communication failures as important causes of medication errors 9. Although limited studies have reported on medication safety in Indonesia, Alfansi and Atmaja, who studied service failures in an Indonesian hospital, stated that the quality of health care services in the country was poor 10. In addition, Perwitasari et al found that prescribing errors were common in outpatient clinics in one Indonesian hospital 11.…”

Section: Introductionmentioning

confidence: 99%

“…9 Although limited studies have reported on medication safety in Indonesia, Alfansi and Atmaja, who studied service failures in an Indonesian hospital, stated that the quality of health care services in the country was poor. 10 In addition, Perwitasari et al found that prescribing errors were common in outpatient clinics in one Indonesian hospital. 11 They recommended that pharmacists have a role in reducing medication errors.…”

Section: Introductionmentioning

confidence: 99%

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Nature and frequency of medication errors in a geriatric ward: an Indonesian experience

Ernawati¹,

Lee²,

Hughes³

2014

TCRM

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PurposeTo determine the nature and frequency of medication errors during medication delivery processes in a public teaching hospital geriatric ward in Bali, Indonesia.MethodsA 20-week prospective study on medication errors occurring during the medication delivery process was conducted in a geriatric ward in a public teaching hospital in Bali, Indonesia. Participants selected were inpatients aged more than 60 years. Patients were excluded if they had a malignancy, were undergoing surgery, or receiving chemotherapy treatment. The occurrence of medication errors in prescribing, transcribing, dispensing, and administration were detected by the investigator providing in-hospital clinical pharmacy services.ResultsSeven hundred and seventy drug orders and 7,662 drug doses were reviewed as part of the study. There were 1,563 medication errors detected among the 7,662 drug doses reviewed, representing an error rate of 20.4%. Administration errors were the most frequent medication errors identified (59%), followed by transcription errors (15%), dispensing errors (14%), and prescribing errors (7%). Errors in documentation were the most common form of administration errors. Of these errors, 2.4% were classified as potentially serious and 10.3% as potentially significant.ConclusionMedication errors occurred in every stage of the medication delivery process, with administration errors being the most frequent. The majority of errors identified in the administration stage were related to documentation. Provision of in-hospital clinical pharmacy services could potentially play a significant role in detecting and preventing medication errors.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Nature and frequency of medication errors in a geriatric ward: an Indonesian experience

Ernawati¹,

Lee²,

Hughes³

2014

TCRM

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“…Volunteering has long been under-estimated, under-researched and undervalued, and only recently has the importance and value of volunteering begun to be recognised (Alfansi and Atmaja 2009). At the same time, the need for volunteers is unquestioned (Burns et al 2006(Burns et al , 2008.…”

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confidence: 99%

Motivation among hospital volunteers: an empirical analysis in Portugal

Ferreira

Proença

2012

Int Rev Public Nonprofit Mark

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The purpose of this paper is to identify the different types of motivations in hospital volunteers. We present a literature review about different types of motivation and we collect data from hospital volunteers through a questionnaire. Four different motivation categories are identified: development and learning, altruism, career recognition and belonging and protection. The main motivations expressed are development and learning, followed by altruism. Belonging and protection, followed by career recognition are the least cited motivations. Career recognition is negatively correlated with age, and belonging/ protection is negatively correlated with education. That is, younger volunteers present more career recognition motives and less educated volunteers have more from protection and belonging. This study encompasses hospital volunteers and their motivations. The paper is useful to policy makers aiming to develop targeted approaches to attracting and retaining volunteers.

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“…The researchers adapted the seven items measurement of attitude, nine items of personality from Keng et al, (1995). The seven items of knowledge also have been adapted from Zhao and Md Nor Othman (2010), and ten items of complaint behavior were adapted form Alfansi and Atmaja (2011) and Ekiz and Au (2009). A manager of the service center had given prior permission for the data collection.…”

Section: Methodsmentioning

confidence: 99%

Exploring Gender Differences in Complaint Behavior of Millennial Consumers

Mat

Bahry

Kori

et al. 2020

E-BPJ

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Understanding and managing consumer's complaint behavior (CCB) is incredibly essential in the competitive business environment. This paper aims to investigate whether male and female millennial consumers differed in their complaint behavior and its aftermath. The study examines the moderation effect of gender on millennial's complaint behavior. The researchers distributed a total of 430 questionnaires to millennial consumers who have experienced a dissatisfaction episode within 12 months. The results show that gender was significantly associated with millennial's complaint behavior. These findings are generic across sex-type. This paper discusses the theoretical and managerial implications of the findings.Keywords: Millennials; complaint behavior; gender; sex-typeeISSN: 2398-4287 © 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.DOI: https://doi.org/10.21834/e-bpj.v5i13.1952

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Service Failure and Complaint Behavior in the Public Hospital Industry: The Indonesian Experience

Cited by 10 publications

References 34 publications

Nature and frequency of medication errors in a geriatric ward: an Indonesian experience

Nature and frequency of medication errors in a geriatric ward: an Indonesian experience

Motivation among hospital volunteers: an empirical analysis in Portugal

Exploring Gender Differences in Complaint Behavior of Millennial Consumers

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