Customer quality and type 2 diabetes from the patients' perspective: a cross-sectional study
Journal of Research in Health Sciences [JRHS]. 2010; 10 (2): 69-76
in English
| IMEMR
| ID: emr-125933
ABSTRACT
Quality in health care can be seen as having three principal dimensions service, technical and customer quality. This study aimed to measure Customer Quality in relation to self-management of Type 2 diabetes. A cross-sectional survey of 577 Type 2 diabetes people was carried out in Australia. The 13-item Patient Activation Measure was used to evaluate Customer Quality based on self-reported knowledge, skills and confidence in four stages of self-management. All statistical analyses were conducted using SPSS 13.0. All participants achieved scores at the level of stage 1, but ten percent did not achieve score levels consistent with stage 2 and a further 16% did not reach the actual action stage. Seventy-four percent reported capacity for taking action for self-management and 38% reported the highest Customer Quality score and ability to change the action by changing health and environment. Participants with a higher education attainment, better diabetes control status and those who maintain continuity of care reported a higher Customer Quality score, reflecting higher capacity for self-management. Specific capacity building programs for health care providers and people with Type 2 diabetes are needed to increase their knowledge and skills; and improve their confidence to self-management, to achieve improved quality of delivered care and better health outcomes:
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Index:
IMEMR (Eastern Mediterranean)
Main subject:
Patients
/
Self Care
/
Cross-Sectional Studies
/
Knowledge
/
Diabetes Mellitus, Type 2
Type of study:
Prevalence study
Limits:
Female
/
Humans
/
Male
Language:
English
Journal:
J. Res. Health Sci.
Year:
2010
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