'Measuring the Effect of Patient Involvement in Root Cause Analysis on Patients’ Behavior and Their Acceptance of Sentinel Events
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2018-07-10
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en
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Abstract
In healthcare services, service failure can occur. The most dire mistakes being sentinel events. If service failure in healthcare services occur, a root cause analysis (RCA) is executed to find out what went wrong. Patients can be involved in the RCA as a means of service recovery, however no regulations about how to involve them exist. In this thesis a measurement instrument is constructed to evaluate the involvement of patients in RCA. Correct involvement of patients should lead to increased trust in and loyalty towards the hospital. Furthermore it should lead to patients being able to accept the sentinel event better. These outcome measures are determined by the perceived justice of the RCA, which in turn can be influenced by the hospital by a variety of service recovery actions. Operationalization of these concepts leads to a questionnaire, containing items measuring the constructs, which is tested to increase validity, reliability and practicality of the list. Recommendations regarding administration and analysis of the questionnaire are added to complete the measurement instrument. Lastly the measurement instrument is evaluated regarding the three aforementioned criteria from which can be concluded that a valid, reliable and practical measurement instrument was created.
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Faculteit der Managementwetenschappen