Human factors paradigm and customer care perceptions

Abstract

Purpose

The purpose of this paper is to examine if customer care (CC) can be directly linked to patient safety through a human factors (HF) framework.

Design/methodology/approach

Data from an online questionnaire, completed by a convenience healthcare worker sample (n=373), was interrogated using thematic analysis within Vincent et al.’s (1998) HF theoretical framework. This proposes seven areas affecting patient safety: institutional context, organisation and management, work environment, team factors, individual, task and patient.

Findings

Analysis identified responses addressing all framework areas. Responses (597) principally focused on work environment 40.7 per cent (n=243), organisation and management 28.8 per cent (n=172). Nevertheless, reference to other framework areas were clearly visible within the data: teams 10.2 per cent (n=61), individual 6.7 per cent (n=40), patients 6.0 per cent (n=36), tasks 4.2 per cent (n=24) and institution 3.5 per cent (n=21). Findings demonstrate congruence between CC perceptions and patient safety within a HF framework.

Research limitations/implications

The questionnaire requested participants to identify barriers to rather than CC enablers. Although this was at a single site complex organisation, it was similar to those throughout the NHS and other international health systems.

Practical implications

CC can be viewed as consonant with patient safety rather than the potentially dangerous consumerisation stance, which could ultimately compromise patient safety.

Originality/value

This work provides an original perspective on the link between CC and patient safety and has the potential to re-focus healthcare perceptions.

Citation

Clarke, C. and Eales-Reynolds, L.-J. (2015), "Human factors paradigm and customer care perceptions", International Journal of Health Care Quality Assurance, Vol. 28 No. 3, pp. 288-299. https://doi.org/10.1108/IJHCQA-05-2014-0067