Employee perspectives on order-to-delivery process in public Health Care
Koskela, Meri (2019)
Koskela, Meri
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019082417956
https://urn.fi/URN:NBN:fi:amk-2019082417956
Tiivistelmä
Helsinki has an urgent need to reform its Home Care processes, since the limited amount of resources cannot meet the needs of the growing volume of Home Care clients. Telecare service, started in 2015, is aimed to support Home Care clients’ ability to live at home and offer services which wouldn’t be available otherwise. Telecare is operated by the municipal enterprise Service Centre for the Social Services and Health Care Division.
In order to gather information and to increase knowledge about the ordering process of Telecare service a web-questionnaire link was sent via e-mail to all 2112 Home Care and Client Guidance Department employees. There was also an interest to find out whether an association exists between the employees’ attitudes towards the service and their willing- ness to promote it. A total of 298 responses was collected and analysed using SPSS and categorizing open-ended answers.
The results showed that employees who had ordered Telecare service rated their knowledge about the criteria for starting the Telecare service greater than the employees who had no previous ordering experience (p=0,001). The employees who had already placed Telecare orders were of the opinion that the service should be available with fewer criteria for suitability of the clients, more often than employees with no previous ordering experience (p=0,032). Employees found the order-to-delivery (OTD) time too long. Some issues were related to the technology of the service. There was an association between the NPS groups and employees’ opinions regarding the ordering process: if an employee rated Telecare as an all-in-all good service, which eases her workload and also improves the client's ability to live at home, her tendency to promote the service to her relatives and friends rises (p<0,001).
The results are discussed mirroring concepts from developing public health service and business process improvement (BPI), and could be of importance in developing services’ effectiveness. However, to gain in-depth information about employees' attitudes towards telehealth services and to provide more detailed data about the OTD process, further in- vestigations should be conducted.
In order to gather information and to increase knowledge about the ordering process of Telecare service a web-questionnaire link was sent via e-mail to all 2112 Home Care and Client Guidance Department employees. There was also an interest to find out whether an association exists between the employees’ attitudes towards the service and their willing- ness to promote it. A total of 298 responses was collected and analysed using SPSS and categorizing open-ended answers.
The results showed that employees who had ordered Telecare service rated their knowledge about the criteria for starting the Telecare service greater than the employees who had no previous ordering experience (p=0,001). The employees who had already placed Telecare orders were of the opinion that the service should be available with fewer criteria for suitability of the clients, more often than employees with no previous ordering experience (p=0,032). Employees found the order-to-delivery (OTD) time too long. Some issues were related to the technology of the service. There was an association between the NPS groups and employees’ opinions regarding the ordering process: if an employee rated Telecare as an all-in-all good service, which eases her workload and also improves the client's ability to live at home, her tendency to promote the service to her relatives and friends rises (p<0,001).
The results are discussed mirroring concepts from developing public health service and business process improvement (BPI), and could be of importance in developing services’ effectiveness. However, to gain in-depth information about employees' attitudes towards telehealth services and to provide more detailed data about the OTD process, further in- vestigations should be conducted.