Browsing by Author "Eiriz, Vasco"
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- Uma Abordagem em Rede à Avaliação da Qualidade dos Serviços de SaúdePublication . Eiriz, Vasco; Figueiredo, José AntónioEste artigo identifica mudanças importantes no sector dos serviços de saúde em Portugal. Uma dessas mudanças é na propriedade dos prestadores desses serviços, assistindo-se à entrada de organizações lucrativas num sector tradicionalmente dominado por operadores públicos. Simultaneamente os utentes dos serviços de saúde têm alterado as suas atitudes, tendo vindo a preocupar-se e a exigir cada vez mais dos seus serviços de saúde. Estas mudanças têm conduzido os prestadores de cuidados de saúde, tanto privados como públicos, a desenvolver serviços mais orientados para o marketing. Baseado nestas mudanças, o artigo reconhece a importância da avaliação dos serviços de saúde como forma de aumentar os níveis de satisfação dos utentes e de eficiência organizacional, e desenvolve uma abordagem em rede sobre a avaliação da qualidade dos serviços de saúde. Apesar desta avaliação colocar questões diferentes das que se levantam noutros serviços devido à complexidade, ambiguidade e heterogeneidade dos serviços de saúde, o artigo desenvolve uma abordagem à avaliação da qualidade que tem em consideração os quatro principais actores dos serviços de saúde (utentes, pessoal, fornecedores e proprietários) e quatro grandes indicadores de qualidade (desempenho financeiros, funcionalidade logística, orientação do serviço para o cliente e competência técnica e profissional do pessoal).
- Como Analisar a Competitividade Hospitalar em PortugalPublication . Eiriz, Vasco; Barbosa, Natália; Figueiredo, José AntónioO sector hospitalar constitui-se como um laboratório útil para comparar o comportamento e desempenho de entidades com diferentes formas de organização. A maioria dos hospitais não está inserida em sistemas orientados para o mercado e não tem fins lucrativos, razão pela qual a escolha da forma de organização pode ser ainda mais importante para melhorar o desempenho. Em Portugal, o sector é sobretudo constituído por hospitais públicos, mas com diferentes formas de organização. Este artigo sugere que se avalie a relação entre modelos de organização hospitalar, comportamento, e desempenho dos hospitais portugueses. O seu principal objectivo é propor um modelo exploratório para compreender a competitividade hospitalar. O artigo começa por efectuar uma revisão de alguns estudos sobre competitividade hospitalar (secção 2). De seguida propõe um modelo exploratório para analisar a competitividade dos hospitais portugueses (secção 3) e descreve as principais características dos hospitais públicos portugueses (secção 4). O artigo termina com algumas considerações finais sobre o interesse e implicações do modelo proposto (secção 5).
- Dimensões de análise da competitividade hospitalar em PortugalPublication . Eiriz, Vasco; Barbosa, Natália; Figueiredo, José AntónioEste artigo propõe um modelo conceptual de análise da competitividade hospitalar constituído por três dimensões. Partindo do conceito de competitividade hospitalar como a capacidade que um hospital tem em desenvolver um desempenho positivo, satisfatório e superior que lhe confira uma posição de vantagem competitiva em relação aos restantes hospitais, sugere que cada hospital recorra à análise da sua organização, comportamento e desempenho para aferir o seu nível de competitividade. Para estas dimensões são sugeridas as seguintes subdimensões: personalidade jurídica, complexidade organizacional e capacidade para a dimensão organização; grupos de interesse, oferta de serviços e relações interorganizacionais para a dimensão comportamento; e tipos de indicadores, custos e benchmarking para a dimensão desempenho. O artigo procede ainda a um breve diagnóstico do sector hospitalar público português recorrendo de forma implícita a algumas das dimensões propostas e termina sugerindo pistas de investigação que permitam validar e enriquecer o modelo proposto.
- Fragrances' luxury brand extension:consumer behaviour and influencesPublication . Figueiredo, José António; Eiriz, VascoPurpose – This article aims to understand the influences surrounding the consumption of fragrances, especially if these products fit as a brand extension of luxury brands. More specifically, it aims at identifying the main reasons behind the process of buying fragrances and the main features associated with the consumption of fragrances. Design/methodology/approach – This research adopts a qualitative approach in the form of 15 in-depth interviews with consumers of fragrances, seeking to assess attitudes and influences in the consumption of fragrances as a brand extension of luxury brands. Findings – This research shows that the emotional use of fragrances as a luxury product is much more important than their functionality, the relationship between the studied consumers and fragrances depends on the occasion of consumption (season of the year; day or night) and the aroma and the durability of the aroma is the main decision criterion for the purchase of fragrances. Respondents have also mentioned comfort, elegance and sophistication as attributes to choose a fragrance as a luxury product. Originality/value – This article adds to the current knowledge on the topics of luxury brand management and buying behaviour by providing a better understanding of attitudes and influences towards the use of fragrances. This research recognizes the importance of a brand extension strategy for luxury brands, especially in the case of fragrances.
- Public and private partnerships in the hospital sector – New challenges for PortugalPublication . Eiriz, Vasco; Figueiredo, José AntónioIn a changing scenario in the hospital sector, facing pressures from many sides, like government budget constraints, patients demanding higher level of service quality and internal stakeholders (like doctors and nurses) trying to impose its power, the European Commission is supporting, with the help of Portuguese government, a new type of management in public hospitals: public and private partnership (henceforth PPP). These partnerships are not new in Europe, nevertheless in hospital sector are rare. In Portugal, Hospital Fernando da Fonseca is the unique experience similar with the PPP management, but unfortunately the data related with this experience are not enough to guarantee success to this type of management. But the government intends to launch ten new PPP hospital projects, which it will demand special efforts in terms of developing new tools to monitor the performance of the new projects. Beyond the preliminary advantages and disadvantages of the PPP, it is important to keep a special focus in key variables related with hospital sector, such as: patients, technology, taxpayers and government, and also internal stakeholders. Future research it will be necessary to evaluate the success or failure of the new PPP hospital
- Quality evaluation in health care services based on customer‐provider relationshipsPublication . Eiriz, Vasco; Figueiredo, José AntónioPurpose – To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Design/methodology/approach – Systematic review of the literature. Findings – Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). Originality/value – This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.
- A research proposal on the relationship between investment in medical devices and hospital performancePublication . Figueiredo, José António; Eiriz, VascoThis paper aims to propose a research on the impact of medical devices on hospital performance. New medical devices, from typical magnetic resonance and ultrasound technology to more modern and rare technologies like transplant surgery or orthopedic devices, are very expensive and, in some cases, are in a test phase. These new medical devices allow hospitals to offer new or enhanced services. New medical devices provide more patients to hospitals, a higher level of usage rate and additional revenues. But sometimes, they will not bring superior performance due to its poor usage. This paper proposes to investigate the relationship between investment in medical devices and hospital performance in the Portuguese hospital sector using data collected from secondary and primary sources. Some of the expected difficulties in implementing this research are also discussed.
- Sources of technological innovation in the health care servicesPublication . Figueiredo, José António; Eiriz, VascoTechnological innovation is an important source of competitiveness in major sub-sectors of the services. In terms of health care services, evidence is much more diffuse. Additionally, the concept of technological innovation is very wide if we consider new medical equipment, new pharmaceutical products, new forms of contact with patients and new work processes. This paper intends to define a broad theoretical approach to the different sources of innovation technology that could develop competitiveness in health care services. Another important field explored suggests the evaluation of the impact of technological innovation in different sectors of the health care industry. The identification of sources of technological innovation and their relationship with different types of health care services may allow us to know more about the relationship between technological innovation and competitiveness in different areas of the health care service industry.