The subject of providing service recovery in radiation oncology has not been researched at length. At present, the relationships among patient satisfaction, care compliance, and treatment outcomes suggest patients who report dissatisfaction with their care perceive receipt of suboptimal care. Patient satisfaction also plays a role in defining the quality of care received, potentially affecting institutional reimbursement and reputation capital. This study explored frontline management’s role in effective service recovery, the process of actively addressing identified instances of patient dissatisfaction directly to improve the overall patient experience through patient engagement and finding solutions to challenges early using an explanatory sequential mixed methodology approach. Secondary data conveying patient perceptions of care, survey of frontline managers to quantify the knowledge, motivation, and organization influencers on intervention protocols, review of service recovery documents and artifacts, and probing interviews triangulate the problem of practice and offers insights and solutions for consideration. This dissertation broadly examines patient and institutional benefits of proactively addressing patient engagement and solution-finding through service recovery, converting poor perceptions of quality of care toward an appreciative engagement between radiation patients/consumers and care providers.
|Commitee:||Robles, Darline P, Malloy, Courtney L|
|School:||University of Southern California|
|School Location:||United States -- California|
|Source:||DAI-B 81/9(E), Dissertation Abstracts International|
|Subjects:||Health care management, Oncology|
|Keywords:||Patient experience, Patient satisfaction, Radiation oncology, Service recovery|
Copyright in each Dissertation and Thesis is retained by the author. All Rights Reserved
The supplemental file or files you are about to download were provided to ProQuest by the author as part of a
dissertation or thesis. The supplemental files are provided "AS IS" without warranty. ProQuest is not responsible for the
content, format or impact on the supplemental file(s) on our system. in some cases, the file type may be unknown or
may be a .exe file. We recommend caution as you open such files.
Copyright of the original materials contained in the supplemental file is retained by the author and your access to the
supplemental files is subject to the ProQuest Terms and Conditions of use.
Depending on the size of the file(s) you are downloading, the system may take some time to download them. Please be