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The Contact Center for Seniors and People with Disabilities in Benešov
PLAČKOVÁ, Ivana
The diploma thesis deals with the contact points of the POSEZ project and their activities. The aim of this work was to map the services provided by individual POSEZ contact points. The main research question was: What are the specifics of the provided services POSEZ in selected contact points. The work is divided into two parts, theoretical and practical. The theoretical part deals with the issue of aging, the needs of seniors, active life. It also describes the senior issues and their anchoring in the Czech Republic. For better orientation in the topic, the POSEZ project is also presented here. In the practical part, four partial research questions were set. Qualitative research was chosen, the method of questioning and the technique of semi-structured interview were used. The research group consisted of four managers of selected POSEZ contact points. Sub-questions were set for individual partial research questions. In order to answer the research questions, the obtained data were processed by the bunch method and subsequently interpreted according to individual partial research questions. The research mapped the specifics of the services provided by individual selected POSEZ contact points. These specifics concerned the area of operation of contact points, basic and above-standard project activities and the specifics of further development. Thanks to the project of the Central Bohemian Region called POSEZ, in individual cities it was possible to help seniors from households to spend their free time actively, get a place where they can come for advice and try a number of possible activities such as education, but also activation activities or various types of counseling activities. Each of these places is very unique, as its activities and choice of activities depend on many different factors in the localities, such as the needs of seniors in individual cities or the availability of services for seniors in these localities, premises, personnel and operational options and more. Some contact points were created depending on another functioning service, others contact points are created independently, under the auspices of, for example, social services or other organizations dealing with senior issues. The results of this diploma thesis will serve the latest and future contact points. The work will also serve as a good material for establishing a new POSEZ contact point, but also as an inspiring template for the creation of other services in all contact points. Furthermore, the thesis can serve as feedback for the author of the project and individual contact points, but can also provide valuable information to students and people dealing with this topic.
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Cooperation of the Trauma Centre of the Hospital České Budějovice and Medical Operation Center of the Emergency Medical Service of the South Bohemian Region in the Event of Mass-Casualty Incident
URBANOVÁ, Alena
In 2011 and 2012, dramatic changes were made to the health care reform in the Czech Republic. As a consequence, almost the complete legislation related to traumatological planning was changed. This reform primarily introduced two new types of operating divisions; a department of emergency preparedness, as for the emergency medical service providers, and a contact point, from the aspect of emergency inpatient care providers. Emergency preparedness primarily processes a concept of the traumatological plan for the emergency medical service and introduces potential changes. The contact point, as a department of the emergency inpatient care with continuous operation, receives calls from the emergency medical service, especially in the event of emergencies and crisis situations. The given Master's Diploma Thesis entitled "Cooperation of the Trauma Centre of the Hospital České Budějovice and Medical Operation Center of the Emergency Medical Service of the South Bohemian Region in the Event of Mass-Casualty Incident" develops a key issue of the interconnection of traumatological plans established by health service providers within the South Bohemian Region and the level of their cooperation. Then the work analyses three mass-casualty incidents which happened in the past within the area and the level of involvement and cooperation of the aforementioned departments, i.e. the Hospital's trauma centre and Medical Operation Centre upon the Medical Emergency Centre of the Region of South Bohemia. The Diploma Thesis proceeds from the qualitative research which is divided into two parts. The first one defines the V1 research question specifying the role of the Traumatological Plan of the South Bohemian health care during the cooperation with the trauma centre under the Hospital České Budějovice and medical operation centre of the Medical Emergency Service of the South Bohemian Region in the event of a mass-casualty incident. By using a comparative method, which assessed the three traumatological plans, the level of cooperation did not exceed more than 20 % owing to the fact that the Traumatological Plan of the South Bohemian health care is out-dated. As a consequence, the answer to the V1 research question was following: The role of the Traumatological Plan of the South Bohemian health care with the cooperation of the trauma centre under the Hospital České Budějovice and Medical operation centre of the Medical Emergency Service of the South Bohemian Region in the event of a mass-casualty incident is insignificant. The second part develops the V2 research question: whether the failure in communication between the aforementioned trauma centre and medical operation centre could have any impact on the injured in the event of a mass-casualty incident. The qualitative research with the use of a method of analysis implemented during the previous mass-casualty incidents and interviews with four operators working for the medical operation centre and four doctors working at the accident, emergency and plastic surgery department provided the second answer to the V2 research question: Failure in communication between the two aforementioned departments could have a significant impact on the injured in the event of a mass-casualty incident. In the end, the thesis refers to the dramatic difference between the ideal traumatological planning and the current situation pointing out the Traumatological Plan of the South Bohemian healthcare which has not been updated for three and a half years since the reform. The given work also describes the issue of the ideal solution to the establishment of contact points in hospitals and compares it with the current situation at the Hospital České Budějovice where the contact point was established only in order to comply with the legislation, i.e. the contact point is based in the operating centre of medical transport.
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Service innovation: The use of service design in practice
Kánská, Kateřina ; Jaklová, Martina L. (advisor) ; Siser, Roman (referee)
The theoretical part is devoted to an explanation of the issue. Specifics of services are outlined as well as trends that will shape future services. A service design is presented as a main topic. Its aim is to find all customer-service "touchpoints", to discover a customer's journey through the service and, on the basis of these inputs, to innovate the service for the highest customer satisfaction and efficiency for a provider on the other hand. There are also presented arguments for the service design as well as methods how services can be improved -- "customer journey map", "personas", own experience with the service, "ethnographic research" and "webdesign". These methods are also used in a practical part. The practical use of the service design is shown on a business "Glasses home". Its focus is a sale of glasses through an e-shop bryle-domu.cz as well as through a patented self-service optician "Optiscont". Using the previously introduced methods, a survey for "Glasses home" is realised. The survey have two phases. The first phase is devoted to the testing of a service prototype, the second phase is devoted to the complex assessment of the service that has been innovated based on the first phase. The final part is devoted to interpretation of results. Based on the practical part, a "customer journey map" is compiled, including "personas" -- archetypes of service customers. The "reservoir of good will" is used to present the strengths and weaknesses of the service. Finally, recommendations for innovations are formulated. The main message is to simplify the website, to explain the "Optiscont" concept to customers at the point of sale and to focus on interconnecting all touchpoints.
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