Quality of care and the patient: New criteria for evaluation

Omachonu, Vincent K.

doi:10.1097/00004010-199001540-00006

Cited by 30 publications

(14 citation statements)

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“…Many definitions and elements of patient satisfaction exist in the patient satisfaction literature, including patients' expectations as customers, 33,34 patients' comfort with their physical surroundings, 35,36 and patients' perceptions of their providers' competence and caring. 37,38 The disparity of measures that the researchers of our 7 articles used reflect only some of the wide array of patient satisfaction measures available.…”

Section: Discussionmentioning

confidence: 99%

The Use of Electronic Health Records in the Exam Room and Patient Satisfaction: A Systematic Review

Irani¹,

Middleton²,

Marfatia³

et al. 2009

The Journal of the American Board of Family Medicine

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Background: Physicians may hesitate to implement electronic health record (EHR) systems because they fear a decrease in patient satisfaction. We conducted a systematic review to determine whether physician EHR use in the patient room affects patient satisfaction.Methods: We searched the literature using MEDLINE (Ovid), EMBASE, CINAHL, Cochrane Library, PsycINFO, Proceedings First, and ProQuest Digital Dissertations. Our inclusion criteria were a description of physician EHR use in the examination room, EHR use in an outpatient setting, setting in the United States, publication year no earlier than 2000, and measurement of patient satisfaction. We included both qualitative and quantitative research. We included 7 articles in the final analysis: 3 crosssectional, and 4 pre-design and post-design.Results: Several studies had methodological concerns. Six studies found that physician EHR use had either a positive or neutral effect on patient satisfaction. One study found a negative effect on the physicians' perception of patient satisfaction. The reported statistical results from these studies were not homogenous enough for meta-analysis. Conclusion

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Section: Discussionmentioning

confidence: 99%

The Use of Electronic Health Records in the Exam Room and Patient Satisfaction: A Systematic Review

Irani¹,

Middleton²,

Marfatia³

et al. 2009

The Journal of the American Board of Family Medicine

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“…In addition, effects could be either qualitative or economic. Qualitative effects include ‘primary service quality’, that is, medical and other fundamental results explicitly connected to the core purpose of the service, as well as ‘secondary service quality’, comprising the client’s subjective experiences (see Omachonu 1990, p. 45f; Jacobsson et al 2000). Economic effects, on the other hand, arise when future human service production is reduced due to the intervention.…”

Section: Methodology and Empirical Settingmentioning

confidence: 99%

Interagency Collaboration in Human Services: Impact of Formalization and Intensity on Effectiveness

Nylén

2007

Public Administration

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Interagency collaboration in human services production, it has been claimed, contributes to improved quality and/or reduced costs, but previous research on effectiveness from collaboration has failed to recognize that collaboration could be arranged in a multitude of ways. This paper investigates the effectiveness consequences of alternative collaboration arrangements. From a literature review, the degree of formalization and intensity, respectively, stand out as major aspects of collaboration. The impact on effectiveness from intensity and formalization was investigated through an explorative case study of collaboration projects in Sweden. Results suggest that the particular combination of formalization and intensity determines the impact on effectiveness. Combining low intensity with medium high formalization into ' an assignments reallocation strategy ' of collaboration appears to have modest impact, whereas medium high intensity in combination with low formality, that is, ' a commitment-based networking strategy ' , has a high potential to increase effectiveness. High intensity in combination with high formalization produces ' a formalized team-building strategy ' , which is simultaneously promising and risky. ULRICA NYLÉN

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“…The Joint Commission on Accreditation of Hospitals (JCAH) (6) defines the quality of patient care as &dquo;the degree to which patient care services increase the probability of desired patient outcomes and reduce the probability of undesired outcomes, given the current state of knowledge&dquo; (7). A majority of the definitions of quality in health care focus on outcome measures (3,(8)(9)(10).…”

Section: Quality Management In Health Care-defining the Problemmentioning

confidence: 99%

“…When patients cannot distinguish among the providers of health care on the basis of technical quality attributes (as is usually the case due to a lack of expertise) (7,20,25,28), functional considerations become the predominant means by which patients assess quality (16,29,30). For example, how doctors and nurses deliver health care to the patient can critically affect the patient's perception of a particular health care provider.…”

Section: Quality Management In Health Care-defining the Problemmentioning

confidence: 99%

Strategic Service Quality Management for Health Care

Anderson

Zwelling

1996

Am J Med Qual

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Quality management has become one of the most important and most debated topics within the service sector. This is especially true for health care, as the controversy rages on how the existing American system should be restructured. Health care reform aimed at reducing costs and ensuring access to all Americans cannot be allowed to jeopardize the quality of care. As such, total quality management (TQM) has become a vital ingredient to strategic planning within the health care domain. At the heart of any such quality improvement effort is the issue of measurement. TQM cannot be effectively utilized as a competitive weapon unless quality can be accurately defined, measured, evaluated, and monitored over time. Through such analysis a hospital can elect how to expend its limited resources toward those quality improvement projects which will impact customer perceptions of service quality the most. Thus, the purpose of this report is to establish a framework by which to approach the issue of quality measurement, delineate the various components of quality that exist in health care, and explore how these elements affect one another. We propose that the issue of quality measurement in health care be approached as an integration of service quality attributes common to other service organizations and technical quality attributes unique to health care. We hope that this research will serve as a first step toward the synthesis of the various quality attributes inherent in the health care domain and encourage other researchers to address the interactions of the various quality attributes.

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Quality of care and the patient: New criteria for evaluation

Cited by 30 publications

References 0 publications

The Use of Electronic Health Records in the Exam Room and Patient Satisfaction: A Systematic Review

The Use of Electronic Health Records in the Exam Room and Patient Satisfaction: A Systematic Review

Interagency Collaboration in Human Services: Impact of Formalization and Intensity on Effectiveness

Strategic Service Quality Management for Health Care

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