An intelligent case-based knowledge management system for quality improvement in nursing homes
VINE Journal of Information and Knowledge Management Systems
ISSN: 2059-5891
Article publication date: 12 February 2018
Abstract
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.
Keywords
Acknowledgements
The authors would like to thank the Research Office of the Hong Kong Polytechnic University for supporting the current project (Project Code: G-UA7Z).
Citation
Choy, K.L.T., Siu, K.Y.P., Ho, T.S.G., Wu, C.H., Lam, H.Y., Tang, V. and Tsang, Y.P. (2018), "An intelligent case-based knowledge management system for quality improvement in nursing homes", VINE Journal of Information and Knowledge Management Systems, Vol. 48 No. 1, pp. 103-121. https://doi.org/10.1108/VJIKMS-01-2017-0001
Publisher
:Emerald Publishing Limited
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