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An intelligent case-based knowledge management system for quality improvement in nursing homes

机译:基于智能案例的高等教育知识管理系统,用于养老院的质量改进

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Purpose – This paper aims to maintain the high service quality of the long-term care service providers by establishing a knowledge-based system so as to enhance the service quality of nursing homes and the performance of its nursing staff continually. Design/methodology/approach – An intelligent case-based knowledge management system (ICKMS) is developed with the integration of two artificial intelligence techniques, i.e. fuzzy logic and case-based reasoning (CBR). In the system, fuzzy logic is adopted to assess the performance through the analysis of the long-term care services provided, nurse performance and elderly satisfaction, whereas CBR is used to formulate a customized re-training program for quality improvement. A case study is conducted to validate the feasibility of the proposed system. Findings – The empirical findings indicate that the ICKMS helps in identification of those nursing staff who cannot meet the essential service standard. Through the customized re-training program, the performance of the nursing staff can be greatly enhanced, whereas the medical errors and complaints can be considerably reduced. Furthermore, the proposed methodology provides a cost-saving approach in the administrative work. Practical implications – The findings and results of the study facilitate decision-making using the ICKMS for the long-term service providers to improve their performance and service quality by providing a customized re-training program to the nursing staff. Originality/value – This study contributes to establishing a knowledge-based system for the long-term service providers for maintaining the high service quality in the health-care industry.
机译:目的 - 本文旨在通过建立基于知识的制度来维持长期护理服务提供商的高服务质量,以提高护理家园的服务质量和持续的护理人员的表现。设计/方法/方法 - 基于智能案例的知识管理系统(ICKMS)是通过两种人工智能技术的集成而开发的,即模糊逻辑和基于案例的推理(CBR)。在系统中,采用模糊逻辑来评估绩效,通过分析提供的长期护理服务,护士绩效和老年人满意度,而CBR用于制定定制的重新培训计划以进行质量改进。进行案例研究以验证所提出的系统的可行性。调查结果 - 实证调查结果表明,ICKMS有助于确定无法满足基本服务标准的护理人员。通过定制的重新培训计划,护理人员的表现可以大大提高,而医疗误差和投诉可以大大减少。此外,所提出的方法在行政工作中提供了节省成本的方法。实际意义 - 研究的调查结果和结果促进了利用长期服务提供商的机器人决策,通过向护理人员提供定制的重新培训计划来提高其性能和服务质量。原创性/价值 - 本研究有助于为长期服务提供商建立基于知识的系统,以维护医疗保健行业的高服务质量。

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