An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry

Tang Valerie; King Lun Tommy Choy; Paul K.Y. Siu; H. Y. Lam; G. T.S. Ho; Stephen W.Y. Cheng

doi:10.1109/PICMET.2016.7806657

An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry

Tang Valerie, King Lun Tommy Choy, Paul K.Y. Siu, H. Y. Lam, G. T.S. Ho, Stephen W.Y. Cheng

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

3 Citations (Scopus)

Abstract

Due to the aging population in Hong Kong, the need for home care service is growing rapidly and requires nursing staff to frequently visit the homes of the elderly for service. For years, a shortage of qualified nursing staff and the tight service schedule has brought increasing pressure to the existing home care service, sometimes leading to high complaint rates by the elderly and their family members. In order to maintain the home care service quality, it is critical to have an evaluation approach by assessing the workload and characteristics of the home care nursing staff. In this paper, an intelligent performance assessment system (IPAS) is designed to evaluate the performance of home care nursing staff in the healthcare industry. IPAS integrates Online Analytical Processing (OLAP) for the collecting and storing of data on the elderly patient, nursing staff and healthcare agency when providing home care services, and fuzzy logic for evaluating the service quality of the nursing staff. The healthcare agency can then formulate a follow up plan based on the assessment results. By conducting a pilot study in a local healthcare agency, the nursing staff loyalty can be increased while the quality of home care service can be enhanced.

Original language	English
Title of host publication	PICMET 2016 - Portland International Conference on Management of Engineering and Technology
Subtitle of host publication	Technology Management For Social Innovation, Proceedings
Publisher	IEEE
Pages	576-584
Number of pages	9
ISBN (Electronic)	9781509035953
DOIs	https://doi.org/10.1109/PICMET.2016.7806657
Publication status	Published - 4 Jan 2017
Event	2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016 - Honolulu, United States Duration: 4 Sept 2016 → 8 Sept 2016

Conference

Conference	2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016
Country/Territory	United States
City	Honolulu
Period	4/09/16 → 8/09/16

ASJC Scopus subject areas

Engineering (miscellaneous)
Medicine (miscellaneous)
Management Science and Operations Research
Management of Technology and Innovation
Information Systems and Management

More information

10.1109/PICMET.2016.7806657

Cite this

Valerie, T., Choy, K. L. T., Siu, P. K. Y., Lam, H. Y., Ho, G. T. S., & Cheng, S. W. Y. (2017). An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry. In PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings (pp. 576-584). Article 7806657 IEEE. https://doi.org/10.1109/PICMET.2016.7806657

Valerie, Tang ; Choy, King Lun Tommy ; Siu, Paul K.Y. et al. / An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry. PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings. IEEE, 2017. pp. 576-584

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abstract = "Due to the aging population in Hong Kong, the need for home care service is growing rapidly and requires nursing staff to frequently visit the homes of the elderly for service. For years, a shortage of qualified nursing staff and the tight service schedule has brought increasing pressure to the existing home care service, sometimes leading to high complaint rates by the elderly and their family members. In order to maintain the home care service quality, it is critical to have an evaluation approach by assessing the workload and characteristics of the home care nursing staff. In this paper, an intelligent performance assessment system (IPAS) is designed to evaluate the performance of home care nursing staff in the healthcare industry. IPAS integrates Online Analytical Processing (OLAP) for the collecting and storing of data on the elderly patient, nursing staff and healthcare agency when providing home care services, and fuzzy logic for evaluating the service quality of the nursing staff. The healthcare agency can then formulate a follow up plan based on the assessment results. By conducting a pilot study in a local healthcare agency, the nursing staff loyalty can be increased while the quality of home care service can be enhanced.",

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Valerie, T, Choy, KLT, Siu, PKY, Lam, HY, Ho, GTS & Cheng, SWY 2017, An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry. in PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings., 7806657, IEEE, pp. 576-584, 2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016, Honolulu, United States, 4/09/16. https://doi.org/10.1109/PICMET.2016.7806657

An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry. / Valerie, Tang; Choy, King Lun Tommy; Siu, Paul K.Y. et al.
PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings. IEEE, 2017. p. 576-584 7806657.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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Valerie T, Choy KLT, Siu PKY, Lam HY, Ho GTS, Cheng SWY. An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry. In PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings. IEEE. 2017. p. 576-584. 7806657 doi: 10.1109/PICMET.2016.7806657

An intelligent performance assessment system for enhancing the service quality of home care nursing staff in the healthcare industry

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ASJC Scopus subject areas

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