Introducing technological change to an organization’s normal processes can potentially bring about positive or negative results, depending mostly on the manner in which the change was facilitated and integrated into the organization. However, very little research has been done on information technology (IT) investment among hospitals, its effect on the personnel, as well as how it influences patient care and financial performance. Consequently, little is known about users’ resistance to new technologies and the precedents of technology rejection in healthcare. Therefore, this study seeks to fill the gap of understanding South African hospital staffs’ perceptions towards change, caused by introducing an information system into one of the hospital’s daily processes. Where resistance towards change is identified, the study aims to understand the reasons behind such resistance. Finally, it aims to find appropriate intervention strategies to deal with and minimize resistance. In doing so, the study seeks to contribute to the body of research regarding change resistance to information systems in public South African hospitals. By adopting a descriptive and exploratory interpretivist paradigm, in conjunction with an inductive approach, the study aims to get a better understanding of hospital staffs’ perceptions through shared meaning. The study adopted a case study research strategy, as it affords the researcher the opportunity to participate in the study, and as such contributes to the subjective interpretation of the findings. Data was collected using a mixed method approach, and was used to describe the difference between the current and proposed process. In addition, it was used to explore the reasons for change resistance to information system-supported change, and to explore methods of successfully introducing change to tertiary public hospitals in South Africa. Fourteen participants (7 medical interns and 7 ward clerks) who were directly involved in the process being studied, were interviewed. Two other participants (the head of the pharmacy and the patient flow manager), who were indirectly involved in the process, were interviewed, to verify the observed and mapped process. Interview data was analyzed qualitatively, firstly through coding techniques before using sentiment and thematic analysis. While the mapped process followed Business Process Modelling Notation conventions. In addition to a mapped proposed process, a change resistance conceptual model was developed from a conjunction of the findings and extensive review of literature. The conceptual model asserts that five main factors contribute to change resistance: unclearly defined duties; fear of job security and technology usage; years of service; resource availability and resource mismatch; as well as insufficient training resulting from the lack of a learning culture. These factors can be moderated by: the existing state of affairs referred to as status quo; management involvement; and communication. The conceptual model can be used to better understand the causes of change resistance, as well as how to minimize change resistance and successfully introduce change into a health organization. Change agents should aim to understand the status quo that exists in the organization and find ways of incorporating that into the change process. Furthermore, management should aim to involve and communicate with all affected stakeholders during a change process. This research has provided a better understanding of hospital staffs’ reactions to change, their reasons for resistance, and ways to minimize change resistance while successfully introducing change into a health organization.

Efficient functioning of service providing organizations highly depends on quality of their services as it contributes to companies’ competitiveness and customers’ satisfaction (Gill, 2009, p. 533). Thus, quality management should be an integral part of service organizations’ performance. Healthcare industry is a specific representative of the service industry that regards quality as a fundamental value of medical care. To manage quality within the healthcare settings is a challenging task due to its complexity. Hence, the purpose of the current qualitative study was to propose an efficient approach toward quality management within the healthcare industry. In order to be efficient quality management should consider issues that relate to the healthcare organizations’ complexity such as different interests of a wide range of parties involved in healthcare service processes. As mentioned parties are presented by patients, physicians, nurses, receptionists and others, their perceptions of quality could be rather distinctive. So, the first step towards achieving the purpose of the study was to discover an aligned or combined perception of healthcare service quality from patients’ and healthcare service providers’ perspectives. Common perception of quality would give opportunity to focus on improvement of aspects that are essential for the core stakeholders of healthcare organizations. Hence, the second intention that would contribute to efficient quality management was to develop a combined quality management model based on an aligned or combined quality perception. In order to investigate a common perception of quality, we conducted semi-structured individual interviews with patients and healthcare service providers. Having analyzed obtained data we revealed the most vital (sub-) dimensions of service quality for both parties. These aspects relates to the providing information for the patients, emotional support, involving patients into the treatment and having good medical equipment. Also, some important (sub-) dimensions were not stressed by both patients and providers, so we supplemented common (sub-) dimensions with these distinctive aspects. For example, providers mentioned professional skills dimension as the most essential aspect of healthcare service quality. In conclusion, we constructed one common perception of healthcare service quality consisting of common and distinct aspects of healthcare service quality. For the purpose of developing a combined quality management model we selected the most appropriate values, methodologies and tools from such quality management initiatives as TQM, Lean and Six Sigma. The selection was guided by dimensions from the common perception of healthcare service quality. The conducted study contributes to theoretical as well as practical areas. We believe that our research supplemented Quality Management theory by proposing beneficial combinations of TQM, Lean and Six Sigma and Service Quality literature by revealing additional aspects of service quality perception. Practical field will gain from the proposed flexible approach toward assembling quality management model.

This dissertation focuses on the design of personalized and ubiquitous healthcare (PUH) services in the medical sector. It is proposed a new framework for structuring and deploying advanced PUH services in the right place, time and manner. According to this PUH framework, diverse types of entities (subjects and objects) are involved during the execution of each service. Each type of subject (e.g. patient, caregiver (doctor or nurse), volunteer, patient’s friend or relative, etc) or object (medical unit, medical files manager, etc) performs predefined actions according to the patient’s current health status and an agreed plan of actions. In the provision of PUH services, the permissible actions of each entity (or a group of entities) are determined by the “entity’s profile”, which is created in advance for this purpose. This work considers also the “group profile” that determines the behavior and the attributes of a specific group of entities. The PUH framework provides also mechanisms for the management of the patient’s context (environmental, living, etc) and the content of subject’s profile. Different profiling mechanisms are activated according to the subject’s type. Structurally, the proposed framework is an expansion of the framework that is utilized by the Next Generation Networks (NGN) (known as OSA/Parlay architecture) for the reliable provision of multipoint – multimedia communication services. The PUH framework distinguishes four classes of mechanisms: a) the conventional ETSI/Parlay mechanisms handling the communication among the entities that are involved during the execution of a PUH service, b) the mechanisms handling the acquisition of bio and contextual data by sensor networks deployed around the patient (e.g. Body Area Network), c) the mechanisms for the management of profiles data (e.g. availability, preferences, capabilities, care giving role, activities) and d) the security mechanisms. For the representation of these classes of mechanisms, an appropriate ontology has been created. Based on the above PUH framework, an entire profile management system is proposed. This system uses data from patient/caregivers profiles (or group profiles) in order to deploy a PUH service that will be able to support multi-party group-working schemes with well defined behaviors of all involved entities, devices and services. The technology of smart cards has selected as the appropriate technology for creating, accessing and enriching the subjects profiles. A prototype of the proposed profile management system is implemented using the cloud computing technology (Windows Azure platform). We have considered that parts of a profile are located in different service providers. The efficiency of the developed profile management system is evaluated in terms of time response in order to select the appropriate healthcare provider by simulating system's response to real world scenarios. / Η παρούσα διατριβή εστιάζεται στο σχεδιασμό εξατομικευμένων (personalized) και διάχυτων / πανταχού παρουσών (ubiquitous) υπηρεσιών τηλεϊατρικής κατάλληλων για την υγειονομική περίθαλψη χρόνια πασχόντων ασθενών (Personalized and Ubiquitous Healthcare - PUH). Προτείνεται ένα νέο πλαίσιο δημιουργίας προηγμένων υπηρεσιών PUH και παροχή των υπηρεσιών αυτών στο σωστό τόπο και χρόνο, σύμφωνα με το «προφίλ» του ασθενή. Το προφίλ αυτό περιγράφει τις δυνατές καταστάσεις όπου μπορεί να βρεθεί η υγεία του (κανονική, σε κίνδυνο, κλπ), τον τύπο υπηρεσίας PUH που θα πρέπει να λάβει ανά κατάσταση, το περιβάλλον διαβίωσής του, τις προτιμήσεις του, κλπ. Το πλαίσιο PUH επιτρέπει σε διαφορετικούς τύπους υποκειμένων (π.χ. ασθενής, πάροχος φροντίδας (γιατρός ή νοσοκόμα), εθελοντής, φίλος του ασθενή ή συγγενής, κ.λπ.) και αντικειμένων (ιατρική μονάδα, διαχειριστής ιατρικών αρχείων, κ.λ.π.) να εμπλέκονται ενεργά κατά τη διάρκεια της εκτέλεσης κάθε υπηρεσίας προσφέροντας ειδικού τύπου υπηρεσίες. Η ταυτότητα και η συμπεριφορά του κάθε υποκειμένου και αντικειμένου περιγράφεται από ένα ατομικό «προφίλ οντότητας» μέσα στο οποίο καθορίζονται: α) τα είδη των υπηρεσιών που υποστηρίζει η οντότητα ανάλογα με την κατάσταση της υγείας του ασθενή και β) οι τύποι των ενεργειών που επιτρέπεται να εκτελεί η οντότητα ανά υπηρεσία. Στη διατριβή μοντελοποιείται επίσης το «προφίλ ομάδας» που καθορίζει συνολικά τη συμπεριφορά μιας συγκεκριμένης ομάδας οντοτήτων που εμπλέκεται στην παροχή της υπηρεσίας PUH. Το πλαίσιο PUH παρέχει επίσης μηχανισμούς διαχείρισης του περιεχομένου του προφίλ του ασθενή και του κάθε εμπλεκόμενου υποκειμένου ανά υπηρεσία PUH. Διαφορετικοί μηχανισμοί προφίλ ενεργοποιούνται ανάλογα με τον τύπο του υποκειμένου. Δομικά το προτεινόμενο πλαίσιο είναι μια επέκταση του πλαισίου OSA Parlay που χρησιμοποιείται από τα δίκτυα επόμενης γενεάς (NGN) για την αξιόπιστη παροχή πολυσημειακών / πολυμεσικών υπηρεσιών επικοινωνίας. Το πλαίσιο PUH διακρίνει τέσσερις κατηγορίες μηχανισμών: α) τους συμβατικούς μηχανισμούς ETSI/ Parlay που χειρίζονται την επικοινωνία μεταξύ των οντοτήτων που λαβαίνουν μέρος κατά τη διάρκεια της εκτέλεσης μιας υπηρεσίας PUH, β) τους μηχανισμούς που χειρίζονται την απόκτηση βιοσημάτων και στοιχείων του περιβάλλοντος του ασθενή από δίκτυα αισθητήρων που εκτείνονται γύρω από τον ασθενή (π.χ. δίκτυο περιοχής σώματος), γ) τους μηχανισμούς διαχείρισης των στοιχείων των προφίλ (π.χ. διαθεσιμότητα, προτιμήσεις, ικανότητες, ρόλος, δραστηριότητες) και δ) τους μηχανισμούς ασφάλειας. Για την αναπαράσταση αυτών των κατηγοριών μηχανισμών, έχει δημιουργηθεί μια κατάλληλη οντολογία. Με βάση το ανωτέρω πλαίσιο PUH, προτείνεται ένα ολόκληρο σύστημα διαχείρισης των προφίλ. Το σύστημα αυτό χρησιμοποιεί στοιχεία από τα προφίλ των ασθενών και των παρόχων φροντίδας (ή το προφίλ της ομάδας) προκειμένου να δημιουργηθεί μια υπηρεσία PUH που να είναι σε θέση να υποστηρίξει σχήματα πολλαπλών ομάδων εργασίας, με καλά καθορισμένες συμπεριφορές όλων των εμπλεκόμενων οντοτήτων, συσκευών και υπηρεσιών. Η τεχνολογία των έξυπνων καρτών έχει επιλεγεί ως η κατάλληλη τεχνολογία για τη δημιουργία, πρόσβαση και ενημέρωση των εμπλεκομένων προφίλ. Τέλος, έχει αναπτυχθεί ένα πρωτότυπο του προτεινόμενου συστήματος διαχείρισης των προφίλ με χρήση της τεχνολογίας του υπολογιστικού σύννεφου (cloud computing) – Windows Azure platform. Έχουμε θεωρήσει ότι τα τμήματα ενός προφίλ βρίσκονται σε διαφορετικούς παρόχους υπηρεσιών. Η αποδοτικότητα του αναπτυγμένου συστήματος διαχείρισης προφίλ αξιολογείται σε σχέση με τη χρονική απόκριση προκειμένου να επιλεγεί ο αρμόδιος πάροχος υγειονομικής περίθαλψης προσομοιώνοντας τη λειτουργία και απόκριση του συστήματος σε πραγματικά σενάρια.

The concentration on healthcare information technology has never been determined than it is today. This awareness arises from the efforts to accomplish the extreme utilization of Electronic Health Record (EHR). Due to the greater mobility of the population, EHR will be constructed and continuously updated from the contribution of one or many EPRs that are created and stored at different healthcare locations such as acute Hospitals, community services, Mental Health and Social Services. The challenge is to provide healthcare professionals, remotely among heterogeneous interoperable systems, with a complete view of the selective relevant and vital EPRs fragments of each patient during their care. Obtaining extensive EPRs at the point of delivery, together with ability to search for and view vital, valuable, accurate and relevant EPRs fragments can be still challenging. It is needed to reduce redundancy, enhance the quality of medical decision making, decrease the time needed to navigate through very high number of EPRs, which consequently promote the workflow and ease the extra work needed by clinicians. These demands was evaluated through introducing a system model named SVSEPRS (Searching and Viewing Segments of Electronic Patient Records Service) to enable healthcare providers supply high quality and more efficient services, redundant clinical diagnostic tests. Also inappropriate medical decision making process should be avoided via allowing all patients‟ previous clinical tests and healthcare information to be shared between various healthcare organizations. Multidimensional data model, which lie at the core of On-Line Analytical Processing (OLAP) systems can handle the duplication of healthcare services. This is done by allowing quick search and access to vital and relevant fragments from scattered EPRs to view more comprehensive picture and promote advances in the diagnosis and treatment of illnesses. SVSEPRS is a web based system model that helps participant to search for and view virtual EPR segments, using an endowed and well structured Centralised Multidimensional Search Mapping (CMDSM). This defines different quantitative values (measures), and descriptive categories (dimensions) allows clinicians to slice and dice or drill down to more detailed levels or roll up to higher levels to meet clinicians required fragment.

Estudo de desenvolvimento metodológico que teve por finalidade disponibilizar um sistema de avaliação de Programas de Prevenção e Controle de Infecção Hospitalar (PCIH), após validação das propriedades de medidas, que possibilite aplicação prática para diagnósticos situacionais, cujos resultados subsidiem tanto melhorias na área quanto informações concretas à sociedade sobre a qualidade desses PCIH em cada instituição de saúde. Para tal, previamente, foram construídos e realizada validação de conteúdo de quatro indicadores: 1- (PCET) Estrutura Técnico-operacional do PCIH; 2- (PCDO) Diretrizes Operacionais de Controle e Prevenção de IH; 3- (PCVE) Sistema de Vigilância Epidemiológica de IH; 4- (PCCP) Atividades de Controle e Prevenção de IH. Os objetivos específicos foram: realizar validação (construto e discriminante) e testar confiabilidade (consistência interna); realizar diagnóstico parcial de conformidade dos PCIH em serviços de saúde do Município de São Paulo. Os indicadores de PCIH foram aplicados em 50 instituições de saúde, que aceitaram voluntariamente participar do estudo. As características referentes ao perfil do hospital e os escores dos indicadores foram descritos por meio de estatística descritiva. A consistência interna foi analisada usando o coeficiente de Cronbach. A análise da validade discriminante foi realizada comparando-se os escores dos indicadores entre dois grupos de hospitais, (possuem algum tipo de certificação versus não possuem certificação em qualidade). E para a análise da validade de construto foi utilizada a Análise Fatorial Exploratória com matriz de correlação tetracórica. Os indicadores 1-PCET e 3-PCVE variaram pouco, com quase 100% de conformidade em toda a amostra, já os indicadores 2-PCDO e 4- PCCP apresentaram boa consistência interna com variação de 0,67 a 0,80. A validade discriminante desses indicadores indicou médias dos escores de conformidade superiores e com significância estatística no grupo de instituições com processos de qualificação ou acreditação em saúde. Na validação de construto foi possível diferenciar e identificar 2 dimensões para PCDO (fator 1- recomendações para prevenção de IH e fator 2 recomendações para padronização de procedimentos de profilaxia), com boa correlação dos itens que o compõe, o mesmo ocorrendo para PCCP (fator 1 interface com unidades de tratamento e fator 2 interface com unidades de apoio). N avaliação parcial de conformidade do PCIH todos os indicadores, com exceção do 4 PCCP, que variou de 9,5% a 100%, apresentaram escores > 90%,o que mostra que os hospitais participantes possuem um bom nível de qualidade dos PCIH instituídos, com médias superiores nas instituições com processos de qualificação da assistência. Com esse estudo foi possível validar as propriedades de medidas dos indicadores de PCIH e disponibilizar um instrumento factível como ferramenta de avaliação de PCIH de forma ética e científica para diagnóstico de qualidade na área. / The objective of this study was to develop methodology that could ultimately be made available as a system for assessing Hospital Infection Control and Prevention Programs (HICPP), after validation of its measurement properties, which enable practical application in situational diagnoses, whose results provide both improvements in the area and reliable information about the quality of these HICPPs in each healthcare institution. To do so, the content of four indicators was constructed and validated beforehand: 1- (PCET) Technical-operational structure of the HICPP; 2- (PCDO) Operating Guidelines for Control and Prevention of HI; 3- (PCVE) Epidemiological Surveillance System for HI; 4- (PCCP) HI Prevention and Control Activities. The specific objectives were: fully validate (construct and discriminant) and test the reliability (internal consistency) of measurement properties; carry out a partial diagnosis of conformity of the HICPPs in São Paulo Municipal Healthcare Facilities. The HICPP indicators were applied in 50 healthcare institutions, which participated voluntarily in the study. The hospital profile characteristics and the scores of the indicators were described using descriptive statistics. Internal consistency was analyzed using the Cronbach coeficient; the analysis of discriminant validity was carried out by comparing the scores of the indicators between the two groups of hospitals, (those which had some type of quality certification versus those which did not) and exploratory factor analysis with a tetrachoric correlation matrix was used to analyze the validity of the construct. The indicators 1-PCET and 3-PCVE varied little, with almost 100% conformity throughout the sample, whereas the indicators 2-PCDO and 4- PCCP presented good internal consistency with a variation of 0.67 to 0.80; discriminant validity of these indicators showed higher average scores of conformity and were statistically significant in the group of institutions with certification or accreditation; in the validation of the construct it was possible to differentiate and determine 2 dimensions for PCDO (factor 1- recommendations for prevention of HI and factor 2 recommendations for the standardization of prophylaxis procedures), with good correlation of the units of analysis that composed it. The same occurred for PCCP (factor 1 interface with treatment units and factor 2 interface with support units). All of the indicators, with the exception of 4- PCCP, which ranged from 9.5% to 100%, presented scores of > 90%, which show that the HICPPs of participating hospitals have a good standard of quality, with higher average scores in the institutions with certification or accreditation. This study enabled the validation of the measurement properties of the HICPP indicators and produced a practicable HICPP assessment tool in an ethical and scientific manner for diagnosis of quality in this area.

Master of Philosophy (Medicine) / Health care evaluation serves the purpose of monitoring the quality of health care provided by Health Care Providers (HCP), so that health care services can be provided most effectively and efficiently. Patient satisfaction studies are widely used to assess the quality of outpatient care. A client satisfaction study was conducted at an HIV health care facility in Sydney, Australia during 2007-2008. There were three objectives: 1.) To validate a questionnaire for future determination of client satisfaction in HIV health care facilities. 2.) To identify the levels of satisfaction of clients, and investigate any dissatisfaction and unmet needs towards HIV health care. 3.) To provide recommendations for improving client satisfaction levels in HIV health care. This research used a mixed method approach and consisted of two phases. The first phase was a quantitative survey conducted with 166 clients (both HIV positive and negative) at Albion Street Centre (ASC) using a newly-devised questionnaire. Clients were asked to answer demographic questions, rate their levels of satisfaction with each aspect and each HCP category, and provide suggestions for improvement. Quantitative statistical analysis was conducted to obtain a general view of client satisfaction levels. Dissatisfaction and unmet needs of clients were then investigated in-depth in the second phase of the research through qualitative face-to-face semi-structured interviews. Twenty-two clients (both HIV positive and negative) at ASC were interviewed individually and asked about their attitudes, perceptions, and experiences towards their HCP and the HIV health care services received. Thematic analysis was used to categorise and interpret the qualitative data. More than 90% of the clients were satisfied with most of the aspects covered in the survey, with a mean overall satisfaction score of 84 out of 100. Clients were most iii satisfied with the “technical quality” and “interpersonal manner” of the HCP, and were least satisfied with “waiting time” and “availability of HCP”. The HCP category with which the clients has the highest level of satisfaction was “nurses” (86%), followed by “psychologists” (84%), then “doctors” (83%). Clients who were HIV negative, had a full time job, visited ASC less frequently, or did not possess any type of Health Care Card were more satisfied with the services overall. No common dissatisfaction or unmet needs towards HIV health care service were identified. “Technical quality of HCP” and “the relationship with HCP” were the two most important determinants of client satisfaction, which outweighed the inconvenience contributed by the poor availability of HCP and the location of ASC. The maintenance of “confidentiality/privacy” was shown to be fundamental in HIV health care facilities. The multi-disciplinary nature of ASC increased the degree of convenience and satisfaction level among clients. Suggestions for improvement in client satisfaction levels include increasing the attractiveness of the physical environment and the variety of educational reading materials in the waiting area; introducing beverages, and encouraging clients to be involved in their treatment decisions. Health care administrative staff in particular are reminded not to neglect the importance of the availability of HCP, accessibility, and physical environment when establishing a new HIV health care facility. The mixed method approach (quantitative survey and qualitative interviews) proved beneficial. It increased the validity of the findings by assessing client satisfaction levels using more than one method. This enabled clarification of ambiguities noted in the initial survey through probes used in the interviews, and also allowed investigation of the determinants of client satisfaction through understanding their experiences in HIV health care. Future client satisfaction studies would benefit from using this approach.

Master of Philosophy (Medicine) / Health care evaluation serves the purpose of monitoring the quality of health care provided by Health Care Providers (HCP), so that health care services can be provided most effectively and efficiently. Patient satisfaction studies are widely used to assess the quality of outpatient care. A client satisfaction study was conducted at an HIV health care facility in Sydney, Australia during 2007-2008. There were three objectives: 1.) To validate a questionnaire for future determination of client satisfaction in HIV health care facilities. 2.) To identify the levels of satisfaction of clients, and investigate any dissatisfaction and unmet needs towards HIV health care. 3.) To provide recommendations for improving client satisfaction levels in HIV health care. This research used a mixed method approach and consisted of two phases. The first phase was a quantitative survey conducted with 166 clients (both HIV positive and negative) at Albion Street Centre (ASC) using a newly-devised questionnaire. Clients were asked to answer demographic questions, rate their levels of satisfaction with each aspect and each HCP category, and provide suggestions for improvement. Quantitative statistical analysis was conducted to obtain a general view of client satisfaction levels. Dissatisfaction and unmet needs of clients were then investigated in-depth in the second phase of the research through qualitative face-to-face semi-structured interviews. Twenty-two clients (both HIV positive and negative) at ASC were interviewed individually and asked about their attitudes, perceptions, and experiences towards their HCP and the HIV health care services received. Thematic analysis was used to categorise and interpret the qualitative data. More than 90% of the clients were satisfied with most of the aspects covered in the survey, with a mean overall satisfaction score of 84 out of 100. Clients were most iii satisfied with the “technical quality” and “interpersonal manner” of the HCP, and were least satisfied with “waiting time” and “availability of HCP”. The HCP category with which the clients has the highest level of satisfaction was “nurses” (86%), followed by “psychologists” (84%), then “doctors” (83%). Clients who were HIV negative, had a full time job, visited ASC less frequently, or did not possess any type of Health Care Card were more satisfied with the services overall. No common dissatisfaction or unmet needs towards HIV health care service were identified. “Technical quality of HCP” and “the relationship with HCP” were the two most important determinants of client satisfaction, which outweighed the inconvenience contributed by the poor availability of HCP and the location of ASC. The maintenance of “confidentiality/privacy” was shown to be fundamental in HIV health care facilities. The multi-disciplinary nature of ASC increased the degree of convenience and satisfaction level among clients. Suggestions for improvement in client satisfaction levels include increasing the attractiveness of the physical environment and the variety of educational reading materials in the waiting area; introducing beverages, and encouraging clients to be involved in their treatment decisions. Health care administrative staff in particular are reminded not to neglect the importance of the availability of HCP, accessibility, and physical environment when establishing a new HIV health care facility. The mixed method approach (quantitative survey and qualitative interviews) proved beneficial. It increased the validity of the findings by assessing client satisfaction levels using more than one method. This enabled clarification of ambiguities noted in the initial survey through probes used in the interviews, and also allowed investigation of the determinants of client satisfaction through understanding their experiences in HIV health care. Future client satisfaction studies would benefit from using this approach.

Illinois statewide infrastructure mapping provides basis for economic development of the state. As a part of infrastructure mapping, this study is focused on mapping healthcare and education services for Illinois. Over 4337 k-12 schools and 1331 hospitals and long term cares were used in analyzing healthcare and education services. Education service was measured as ratio of population to teacher and healthcare service as the ratio of population to bed. Both of these services were mapped using three mapping techniques including Choropleth mapping, Thiessen polygon, and Kernel Density Estimation. The mapping was also conducted at three scales including county, census tract, and ZIP code area. The obtained maps were compared by visual interpretation and statistical correlation analysis. Moreover, spatial pattern analysis of maps was conducted using global and local Moran's I, high/low clustering, and hotspot analysis methods. In addition, multivariate mapping was carried out to demonstrate the spatial distributions of multiple variables and their relationships. The results showed that both Choropleth mapping and Thiessen polygon methods resulted in the service levels that were homogeneous throughout the polygons and abruptly changed at the boundaries hence which ignored the cross boundary flow of people for healthcare and education services. In addition they do not reflect the distance decay of services. Kernel Density mapping quantified the continuous and variable healthcare and educational services and has the potential to provide more accurate estimates of healthcare and educational services. Moreover, the county scale maps are more reliable than the census tract and ZIP code area maps. In addition, multivariate map obtained by legend design that combined the values of multiple variables well demonstrated the spatial distributions of healthcare and education services along with per capita income and relationships between them. Overall, Morgan, Wayne, Mason, and Ford counties had higher services for both education and healthcare whereas Champaign, Johnson, and Perry had lower service levels of healthcare and education. Generally, cities and the areas close to cities have better healthcare and educational service than other areas because of higher per capita income. In addition to numbers of hospitals and schools, the healthcare and education service levels were also affected by populations and per capita income. Additionally, other factors may also have influence on the service levels but were not taken into account in this study because of limited time and data.

The purpose of this study is to investigate medical tourism in Jordan through the international patients‘ perspective. The aim is to contribute to a better understanding of international patients‘ consumption behaviour to seek medical treatment, and while at the destination. And also to better understand the medical tourists‘ perceptions of quality of healthcare services. This research was designed to facilitate the identification of the characteristics of medical tourists, their visit, their sources of information and the main pull/push factors influencing their decision to travel. Moreover, it was designed to identify the level of satisfaction held by medical tourists towards their patient experience and their satisfaction predictors, by translating, adapting and validating a patient-centred quality of care instrument and assessing its psychometric properties amongst them. This research used a mixed-methods case study approach. It was conducted in 7 private hospitals with a primary quantitative research method through 302 interviewer-administered questionnaires and descriptive quantitative statistics, Mann-Whitney U Non-Parametric Significance Tests, Principal Component Analysis (PCA) and Factor Analysis. As a complement, qualitative research through 20 semi-structured interviews and content analysis was conducted in order to provide further insights into this area of research. The findings suggest that word-of-mouth recommendations and reputation have the utmost role in informing international patients of healthcare options in Jordan. Furthermore, recommendations from family and friends are the second most important after availability of specialized treatments in influencing the 3 international patients‘ decision to seek international healthcare. Moreover, significant differences in these terms exist between first and repeat visitors, which hold important implications for tourism marketers. Further marketing implications also exist as most patients shift in the type of activities they and their companions undertake after the main treatment period is completed. In terms of satisfaction, Factor Analysis suggest that medical tourists satisfaction of quality of services in Jordan‘s hospitals is based on six predictors including nutritional care, nursing care, physician care, room atmosphere, the procedure for incoming patients and other hospital services. Both quantitative and qualitative analyses show that medical tourists are satisfied with the quality of health care services rendered to them. However, minor areas show less satisfaction. The findings raise issues regarding the recruitment of non-Arab speaking nurses. Drawing together these findings presents implications for medical tourism management, international healthcare marketing, policy-making, and continuous improvement of the services they provide.

Estudo de desenvolvimento metodológico que teve por finalidade disponibilizar um sistema de avaliação de Programas de Prevenção e Controle de Infecção Hospitalar (PCIH), após validação das propriedades de medidas, que possibilite aplicação prática para diagnósticos situacionais, cujos resultados subsidiem tanto melhorias na área quanto informações concretas à sociedade sobre a qualidade desses PCIH em cada instituição de saúde. Para tal, previamente, foram construídos e realizada validação de conteúdo de quatro indicadores: 1- (PCET) Estrutura Técnico-operacional do PCIH; 2- (PCDO) Diretrizes Operacionais de Controle e Prevenção de IH; 3- (PCVE) Sistema de Vigilância Epidemiológica de IH; 4- (PCCP) Atividades de Controle e Prevenção de IH. Os objetivos específicos foram: realizar validação (construto e discriminante) e testar confiabilidade (consistência interna); realizar diagnóstico parcial de conformidade dos PCIH em serviços de saúde do Município de São Paulo. Os indicadores de PCIH foram aplicados em 50 instituições de saúde, que aceitaram voluntariamente participar do estudo. As características referentes ao perfil do hospital e os escores dos indicadores foram descritos por meio de estatística descritiva. A consistência interna foi analisada usando o coeficiente de Cronbach. A análise da validade discriminante foi realizada comparando-se os escores dos indicadores entre dois grupos de hospitais, (possuem algum tipo de certificação versus não possuem certificação em qualidade). E para a análise da validade de construto foi utilizada a Análise Fatorial Exploratória com matriz de correlação tetracórica. Os indicadores 1-PCET e 3-PCVE variaram pouco, com quase 100% de conformidade em toda a amostra, já os indicadores 2-PCDO e 4- PCCP apresentaram boa consistência interna com variação de 0,67 a 0,80. A validade discriminante desses indicadores indicou médias dos escores de conformidade superiores e com significância estatística no grupo de instituições com processos de qualificação ou acreditação em saúde. Na validação de construto foi possível diferenciar e identificar 2 dimensões para PCDO (fator 1- recomendações para prevenção de IH e fator 2 recomendações para padronização de procedimentos de profilaxia), com boa correlação dos itens que o compõe, o mesmo ocorrendo para PCCP (fator 1 interface com unidades de tratamento e fator 2 interface com unidades de apoio). N avaliação parcial de conformidade do PCIH todos os indicadores, com exceção do 4 PCCP, que variou de 9,5% a 100%, apresentaram escores > 90%,o que mostra que os hospitais participantes possuem um bom nível de qualidade dos PCIH instituídos, com médias superiores nas instituições com processos de qualificação da assistência. Com esse estudo foi possível validar as propriedades de medidas dos indicadores de PCIH e disponibilizar um instrumento factível como ferramenta de avaliação de PCIH de forma ética e científica para diagnóstico de qualidade na área. / The objective of this study was to develop methodology that could ultimately be made available as a system for assessing Hospital Infection Control and Prevention Programs (HICPP), after validation of its measurement properties, which enable practical application in situational diagnoses, whose results provide both improvements in the area and reliable information about the quality of these HICPPs in each healthcare institution. To do so, the content of four indicators was constructed and validated beforehand: 1- (PCET) Technical-operational structure of the HICPP; 2- (PCDO) Operating Guidelines for Control and Prevention of HI; 3- (PCVE) Epidemiological Surveillance System for HI; 4- (PCCP) HI Prevention and Control Activities. The specific objectives were: fully validate (construct and discriminant) and test the reliability (internal consistency) of measurement properties; carry out a partial diagnosis of conformity of the HICPPs in São Paulo Municipal Healthcare Facilities. The HICPP indicators were applied in 50 healthcare institutions, which participated voluntarily in the study. The hospital profile characteristics and the scores of the indicators were described using descriptive statistics. Internal consistency was analyzed using the Cronbach coeficient; the analysis of discriminant validity was carried out by comparing the scores of the indicators between the two groups of hospitals, (those which had some type of quality certification versus those which did not) and exploratory factor analysis with a tetrachoric correlation matrix was used to analyze the validity of the construct. The indicators 1-PCET and 3-PCVE varied little, with almost 100% conformity throughout the sample, whereas the indicators 2-PCDO and 4- PCCP presented good internal consistency with a variation of 0.67 to 0.80; discriminant validity of these indicators showed higher average scores of conformity and were statistically significant in the group of institutions with certification or accreditation; in the validation of the construct it was possible to differentiate and determine 2 dimensions for PCDO (factor 1- recommendations for prevention of HI and factor 2 recommendations for the standardization of prophylaxis procedures), with good correlation of the units of analysis that composed it. The same occurred for PCCP (factor 1 interface with treatment units and factor 2 interface with support units). All of the indicators, with the exception of 4- PCCP, which ranged from 9.5% to 100%, presented scores of > 90%, which show that the HICPPs of participating hospitals have a good standard of quality, with higher average scores in the institutions with certification or accreditation. This study enabled the validation of the measurement properties of the HICPP indicators and produced a practicable HICPP assessment tool in an ethical and scientific manner for diagnosis of quality in this area.