ABSTRACT
Exponer las diferentes conceptualizaciones y los modelos de evaluación de la calidad de servicio en salud, respecto a sus características, fundamentos, y diferencias a través del análisis y síntesis de los aspectos más significativos encontrados en la literatura. Se realizó una revisión bibliográfica, bajo el sustento teórico de los siguientes métodos teóricos: Análisis, síntesis, histórico lógico y análisis documental de 19 artículos completos, accesibles en el idioma español e inglés, recolectados de bases de datos académicos como Google Académico, Research Gate, PubMed, Cochrane Library, Scielo Salud pública. Destacar que la búsqueda, recolección y análisis se realizó en los meses de mayo a julio. Tras la revisión bibliográfica pone en manifiesto la falta de consenso entre los expertos en el tema de calidad respecto a su conceptualización, misma que ha evolucionado conforme al contexto, social, tecnológico y científico. En definitiva, las bases teóricas para la evaluación de la calidad de atención en el servicio de salud, el primer modelo específico aplicado a salud fue el modelo de Abedis Donabedian, continuando las bases teóricas con el paradigma de la desconfirmación liderada por el modelo nórdico de Grönroos, el modelo de Parasumaran, Berry y Zeithaml respecto a la brecha que existe entre las expectativas y percepción; y el modelo de Cronin Taylor respecto a la valoración de las percepciones. Así mismo, se concluye, que el constructo de calidad está en evolución y su interpretación depende del observador y sus prioridades en base a la adaptación del instrumento respecto al contexto de aplicabilidad.
To expose the different conceptualizations and models of health service quality evaluation, regarding their characteristics, foundations, extension and differences through the analysis and synthesis of the most significant aspects found in the literature. A bibliographic review was carried out under the theoretical support of the following theoretical methods: analysis, synthesis, logical history and documentary analysis of 18 complete articles, accessible in Spanish and English, collected from academic databases such as Google Scholar, Research Gate, PubMed, Cochrane Library, Scielo Public Health, the search, collection and analysis was carried out from May to July. The bibliographic review reveals the lack of consensus among experts on the subject of quality with respect to its conceptualization, which has evolved according to the social, technological and scientific context. In short, the theoretical bases for the evaluation of the quality of care in the health service, the first specific model applied to health was the Abedis Donabedian model, continuing the theoretical bases with the paradigm of disconfirmation led by the Nordic model of Grönroos, the model of Parasumaran, Berry and Zeithaml regarding the gap that exists between expectations and perception; and the Cronin Taylor model regarding the assessment of perceptions. It is also concluded that the quality construct is evolving and its interpretation depends on the observer and his or her priorities based on the adaptation of the instrument to the context of applicability
Subject(s)
Quality of Health CareABSTRACT
In recent times, numerous efforts have been made in the field of medicine to improve the methodology of measuring and reporting the quality of care delivered to patients. Most of these efforts have been executed in the western population, because of an efficient system of Incident Reporting. Quality Measurement in healthcare typically means quantifying processes of care that have a direct relationship to positive health outcomes. Quality in anaesthesia is usually measured by perioperative mortality, morbidity and Incidents. Quality measurement is not only important for the clientele but also for the employer, to make choices and healthcare provider to introspect his performance. It is an effective method of giving feedback to anaesthesiologists, doctors and paramedical staff to address quality issues and bring about improvement. Without Quality Measurement, improvement in quality, if at all, would be expected to be very slow and clientele would be blindfolded in taking important decisions pertaining to health care. The concepts of quality assurance and quality control are rapidly gaining popularity in surgical sciences as the society is heading towards social, technical and clinical advancements globally. In times to come, quality of anaesthesia services will be closely monitored by quality indicators and will become a benchmark for assessment of the healthcare provider and the hospital. At present, the need of the hour is to devise ways and means to measure the quality of care being provided by the healthcare provider and adopt these evolutionary practices aimed at improving anaesthesia delivery services in a medical setup.
ABSTRACT
Based on the outpatient interview and literature review,the initial framework of the outpatient experience of human caring scale was formed with 9 dimensions of outpatient process.The research aim was to improve the scale by Delphi method.Sixteen experts in medical management,human caring or medical education were invited to evaluate the importance of the dimensions and items of the scale and provided some expertise via filling out the Delphi consultation questionnaires twice in the consulting round.In the first round,the recovery rate showing the experts' positivity was 80％;the coefficient of reliability (Cr) ascertaining the authority of the evaluation was 0.92;the mean and full mark ratios responding the concentration of the evaluation were 2.88-4.94 and 6.25％-93.75％ respectively;the coefficients of variation (CV) and the Kendall's W determining the concordance of the evaluation were 5.06％-52.15％ and 0.21-0.24 respectively.In the second round,the recovery rate was 93.75％;the Cr was 0.93;the mean was 3.93-4.93;the full mark ratios were 26.67％-93.33％;the Kendall's W was 0.14-0.31,the CV was 5.25％-23.61％.Via the two-round Delphi study,the scale that included 10 dimensions and 61 items has been improved.Ten dimensions are pre-hospital medical service,guidance,registration,waiting,diagnosis & treatment,paying,inspection & assay,medicine receiving,therapy/injection/transfusion and global evaluation.It was concluded that Chinese scholars have paid high attention to human caring and outpatient experience.The experts have given high agreements about the dimensions which were established with Chinese outpatient process.The dimensions are different from the similar researches about outpatient experience study.In the future,it is necessary to survey the outpatients to test the construct validity,internal consistency reliability and others of the scale to improve the scale.
ABSTRACT
Based on the outpatient interview and literature review,the initial framework of the outpatient experience of human caring scale was formed with 9 dimensions of outpatient process.The research aim was to improve the scale by Delphi method.Sixteen experts in medical management,human caring or medical education were invited to evaluate the importance of the dimensions and items of the scale and provided some expertise via filling out the Delphi consultation questionnaires twice in the consulting round.In the first round,the recovery rate showing the experts' positivity was 80％;the coefficient of reliability (Cr) ascertaining the authority of the evaluation was 0.92;the mean and full mark ratios responding the concentration of the evaluation were 2.88-4.94 and 6.25％-93.75％ respectively;the coefficients of variation (CV) and the Kendall's W determining the concordance of the evaluation were 5.06％-52.15％ and 0.21-0.24 respectively.In the second round,the recovery rate was 93.75％;the Cr was 0.93;the mean was 3.93-4.93;the full mark ratios were 26.67％-93.33％;the Kendall's W was 0.14-0.31,the CV was 5.25％-23.61％.Via the two-round Delphi study,the scale that included 10 dimensions and 61 items has been improved.Ten dimensions are pre-hospital medical service,guidance,registration,waiting,diagnosis & treatment,paying,inspection & assay,medicine receiving,therapy/injection/transfusion and global evaluation.It was concluded that Chinese scholars have paid high attention to human caring and outpatient experience.The experts have given high agreements about the dimensions which were established with Chinese outpatient process.The dimensions are different from the similar researches about outpatient experience study.In the future,it is necessary to survey the outpatients to test the construct validity,internal consistency reliability and others of the scale to improve the scale.
ABSTRACT
The purposes of this study were: a) to develop the a quality measurement tool for the contract-managed hospital foodservice, and b) to evaluate their performance with the developed quality measurement tool, and c) to verify the reliability and validity of the quality measurement tool. The developed quality measurement tool comprised two parts, which were foodservice management and medical nutrition care service. The foodservice management part was classified into six functional categories which were Menu, Procurement and Storage, Production and Distribution, Facility and Utility, Sanitation and Safety, and Management and Evaluation. The medical nutrition care service part indicated the medical nutrition care provided. Quality measurement tool had 91 standards and 324 indicators. The quality measurement tools were distributed to the hospital foodservice manager employed by the foodservice company. The 324 indicators were measured by foodservice manager on the 5-Likert-type scales, and then adapted to a 100 point scale. The SPSS Ver. 11.0 was used for statistical analysis. The categories whose scores were evaluated as being high were Procurement', General Sanitation', Personal sanitation' and Waste' and the categories whose scores were evaluated as being low were Diet Order Manual', Standard Recipe', Appropriateness (Facility and Utility)', Check (Facility and Utility)' and Information Management'. All the categories of medical nutrition service were evaluated as having seriously low scores. Therefore, it was necessary for the contract-managed hospital foodservice to improve its performance in the area of medical nutrition care service. For the verification of the developed quality measurement tool, the reliability obtained by calculating Cronbach's alpha was 0.8747, and the content validity was also proved by scrutiny of the modification of the Professional group's techniques.
Subject(s)
Humans , Diet , Reproducibility of Results , Sanitation , Weights and MeasuresABSTRACT
This study was performed to find a more efficient analytic method for medical record delivery process between using data collected from HIS and using data collected manually. And how to apply the Statistical Process Control technique to the quality measurement of work process. The results were as follows: 1. The method of using data collected from Hospital Information System was more efficient ( 99.2% ) than using data collected manually in time consumption. 2. The amount of analyzed data collected from HIS was amount about 3 times (279%) of those collected manually. 3. The application of Statistical Process Control technique for evaluating medical record delivery process was very effective to identify the problems in delivery process We identified the possibility that this statistical analytic technique of using data collected from HIS could be adopted to evaluate other process of healthcare management.