Using patient feedback to drive quality improvement in hospitals: a qualitative study

Berger, Simone; Saut, Ana Maria; Berssaneti, Fernando Tobal

doi:10.1136/bmjopen-2020-037641

Cited by 44 publications

(54 citation statements)

References 46 publications

(35 reference statements)

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“…The success of any health care delivery system, including telemedicine, is heavily reliant on patient perceptions and satisfaction. Patients are the primary source of information that tells us whether health care is being delivered properly and whether the care they receive meets their expectations [ 11 ]. A study conducted by Power [ 12 ] on health care consumer satisfaction indicates that 66% of patients are either generally unaware that they can use telemedicine for consultations, or else it is not available to them.…”

Section: Introductionmentioning

confidence: 99%

Physicians’ Perceptions of Telemedicine Use During the COVID-19 Pandemic in Riyadh, Saudi Arabia: Cross-sectional Study

idriss¹,

Aldhuhayyan²,

Alasaadi³

et al. 2022

JMIR Form Res

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Background The term “telemedicine” refers to the use of communication technology to deliver health care remotely. The COVID-19 pandemic had substantial impacts on health care delivery from 2020 onward, and it was necessary to adapt high-quality care in a manner that limited the potential for viral exposure of both patients and health care workers. Physicians employed video, phone, and electronic written (e-consultation) visits, all of which provided quality of care comparable to that of face-to-face visits while reducing barriers of adopting telemedicine. Objective This study sought to assess physicians’ perspectives and attitudes regarding the use of telemedicine in Riyadh hospitals during the COVID-19 pandemic. The main objects of assessment were as follows: (1) physicians’ experience using telemedicine, (2) physicians’ willingness to use telemedicine in the future, (3) physicians’ perceptions of patient experiences, and (4) the influence of telemedicine on burnout. Methods This study employed SurveyMonkey to develop and distribute an anonymous 28-question cross-sectional survey among physicians across all specialty disciplines in Riyadh hospitals. A chi-square test was used to determine the level of association between variables, with significance set to P<.05. Results The survey was distributed among 500 physicians who experienced telemedicine between October 2021 and December 2021. A total of 362 doctors were included, of whom 28.7% (n=104) were consultants, 30.4% (n=110) were specialists, and 40.9% (n=148) were residents. Male doctors formed the majority 56.1% (n=203), and female doctors accounted for 43.9% (n=159). Overall, 34% (n=228) agreed or somewhat agreed that the “quality of care during telemedicine is comparable with that of face-to-face visits.” Approximately 70% (n=254) believed that telemedicine consultation is cost-effective. Regarding burnout, 4.1% (n=15), 7.5% (n=27), and 27.3% (n=99) of the doctors reported feeling burnout every day, a few times a week, and a few times per month, respectively. Conclusions The physicians had generally favorable attitudes toward telemedicine, believing that its quality of health care delivery is comparable to that of in-person care. However, further research is necessary to determine how physicians’ attitudes toward telemedicine have changed since the pandemic and how this virtual technology can be used to improve physicians’ professional and personal well-being.

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Section: Introductionmentioning

confidence: 99%

Physicians’ Perceptions of Telemedicine Use During the COVID-19 Pandemic in Riyadh, Saudi Arabia: Cross-sectional Study

idriss¹,

Aldhuhayyan²,

Alasaadi³

et al. 2022

JMIR Form Res

View full text Add to dashboard Cite

show abstract

“…Successful implementation of any healthcare delivery, including telemedicine, depends immensely on patient perceptions and satisfaction. Patients are the primary source of information that tells us whether the healthcare is being delivered properly and if the healthcare received meets their expectations [ 12 , 13 , 14 ]. Dissatisfaction with telemedicine care services would render these services unnecessary and costly.…”

Section: Introductionmentioning

confidence: 99%

Patients’ Perceptions and Satisfaction with the Outpatient Telemedicine Clinics during COVID-19 Era in Saudi Arabia: A Cross-Sectional Study

et al. 2021

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Successful implementation of virtual healthcare depends immensely on patients’ perceptions and satisfaction. This cross-sectional study assessed patients’ perceptions of, and factors associated with, poor and average satisfaction with the outpatient telemedicine clinics in the Kingdom of Saudi Arabia (KSA). This questionnaire-based survey was conducted among 720 patients who attended outpatient telemedicine clinics from different regions of the KSA. Of the sample studied, 54.7% of the participants had high satisfaction and the most common disadvantage perceived by patients was technical issues (53.1%), followed by fewer personal interactions (30.4%). Around 75% of the participants desired to use telemedicine services even after the COVID-19 pandemic. Logistic regression analysis revealed that age group more than 40 years (OR = 1.59; 95% CI = 1.04–2.44, p = 0.031), education less than university level (OR = 1.68; 95% CI = 1.07–2.15, p = 0.025), and first-time participants (OR = 3.28; 95% CI = 2.32–4.65, p < 0.001) were significantly associated with poor and average satisfaction ratings. The concerned authorities must make targeted action plans to circumvent the disadvantages perceived by patients accessing telemedicine. Furthermore, a multicenter, exploratory study that compares the virtual clinic with other telemedicine services in the KSA is warranted.

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“…The satisfaction of postpartum mothers has been presumed to be the preeminent adjudicator for the improvement of skilled delivery (5). Understanding the factors associated with the satisfaction of postpartum mothers is essential to provide standard skilled delivery in healthcare facilities (8,13). The services provided in health facilities at the maternity department are essential to improving maternal and neonatal health to prevent mortality and morbidity due to complications from conception to childbirth (2,12,14).…”

Section: Introductionmentioning

confidence: 99%

The Association Between Pregnancy-Related Factors and Health Status Before and After Childbirth With Satisfaction With Skilled Delivery in Multiple Dimensions Among Postpartum Mothers in the Akatsi South District, Ghana

Agbadja

Bruku

Kumordzi

et al. 2022

Front. Public Health

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BackgroundSkilled delivery has been a pronounced concern and has been investigated over the years in developing countries. An inclusive understanding of the satisfaction of postpartum mothers is vital in improving the quality of skilled delivery, which is beneath the standard in some parts of developing countries. This study assessed the association between pregnancy-related factors and health status before and after childbirth with satisfaction with skilled delivery in multiple dimensions among postpartum mothers in the Akatsi South District, Ghana.MethodsA community-based, cross-sectional study was conducted among 538 postpartum mothers who participated through the systematic sampling method. Data collection was performed through a pretested and structured questionnaire developed from the WHO responsiveness concept and other prior studies. Questions on satisfaction were categorized into six dimensions. The associations were determined using bivariable and multivariable logistic regression analyses.ResultsThe overall satisfaction of postpartum mothers with skilled delivery was 80.7%. The highest (89.6%) and the lowest (12.8%) satisfaction with skilled delivery were found in technical quality and financial dimensions. Analysis revealed that autonomously age and delivery procedure were significantly associated with the dimensions of communication and responsiveness. Postpartum mothers who delivered at private healthcare facilities [crude odds ratio (COR) = 1.70; (95% CI 1.00–2.90); p = 0.049] had preterm pregnancy before delivery [COR = 2.08; (95% CI 1.02–4.21); p = 0.043], had cesarean section [COR = 2.73; (95% CI 1.05–7.12); p = 0.040], and presented with complications after childbirth [COR = 2.63; (95% CI 1.09–6.35); p = 0.032] were more likely to be satisfied in the dimension of communication only compared to their counterparts. Regarding responsiveness, multiparous mothers [COR = 1.63; (95% CI 1.06–2.51); p = 0.007] were more likely to be satisfied than primiparous mothers. Overall satisfaction was significantly and positively correlated with the various dimensions of skilled delivery.ConclusionsThe majority were satisfied with five dimensions of satisfaction with skilled delivery except for the financial dimension. The District Health Directorate of Akatsi South should take into consideration these findings in their policy development for forward-looking skilled delivery.

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Using patient feedback to drive quality improvement in hospitals: a qualitative study

Cited by 44 publications

References 46 publications

Physicians’ Perceptions of Telemedicine Use During the COVID-19 Pandemic in Riyadh, Saudi Arabia: Cross-sectional Study

Physicians’ Perceptions of Telemedicine Use During the COVID-19 Pandemic in Riyadh, Saudi Arabia: Cross-sectional Study

Patients’ Perceptions and Satisfaction with the Outpatient Telemedicine Clinics during COVID-19 Era in Saudi Arabia: A Cross-Sectional Study

The Association Between Pregnancy-Related Factors and Health Status Before and After Childbirth With Satisfaction With Skilled Delivery in Multiple Dimensions Among Postpartum Mothers in the Akatsi South District, Ghana

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