Quality assessment of health care services through users' experience

Postgraduate Thesis uoadl:2656882 288 Read counter

Κατεύθυνση Οργάνωση και Διοίκηση Υπηρεσιών Υγείας
Library of the School of Health Sciences
Deposit date:
Milioni Angeliki
Supervisors info:
Δάφνη Καϊτελίδου, Αναπληρώτρια Καθηγήτρια, Νοσηλευτική, ΕΚΠΑ
Ιωάννης Μαντάς, Καθηγητής, Νοσηλευτική, ΕΚΠΑ
Μαριάννα Διομήδους, Αναπληρώτρια Καθηγήτρια, ΕΚΠΑ
Original Title:
Η αξιολόγηση της ποιότητας των παρεχόμενων υπηρεσιών υγείας μέσω των εμπειριών των χρηστών τους
Translated title:
Quality assessment of health care services through users' experience
INTRODUCTION: The concept of quality in healthcare sector is complex and multidimensional. Nevertheless, the evaluation can be achieved through appropriate tools-ratios. Recording the experiences of health service users, through appropriate methods and tools, is ideal and reliable way to raise the necessary information to evaluate and ensure quality of service.
PURPOSΕ: The purpose of this study was to assess the understanding and interpretation of questionnaires developed by reviewing the literature, on capturing the experiences of primary care services users in Greece.
MATERIALS AND METHODS: Two focus groups were developed for conducting this quantitative study. These groups consisted of primary care service users, particularly by people who had visited at least once the outpatient department of a public hospital and a healthcare center, in Athens. The composition of the groups was: 6 participants in the outpatient department group and 5 participants in the healthcare center group. The evaluation of the questionnaire items was performed using specific questions. The recordings of the interviews were transcribed verbatim. For coding the problems encountered in the questionnaires, the approaches of Levin et al. and Willis, were used. NVivo 7 software was used to analyze the transcript data.
RESULTS: The interview analysis detected specific problems: Clarity problems related to the participants’ difficulty in understanding the questions and /or the available answers and due to overlapping concepts (6 items / questions), problems associated with the possible answers (8 items / questions), problems with retrieving appropriate information from the memory (2 items /questions), and other problems that could not be classified in specific categories.
CONCLUSIONS: This study identified problems which reflect the reality of the Greek healthcare system, where doctors are dominants. The primary service users mainly seek for medical services, while their lack of familiarity with healthcare professionals other than doctors, is obvious. Other trouble spots of the primary healthcare system in Greece are the absence and / or inability to provide continuous and coordinated health care services. This qualitative study using focus groups was the first and basic phase to evaluate the questionnaires. However, a pilot study is also required in order to check their validity and reliability.
Main subject category:
Health Sciences
Quality, assessment, Health care services, Primary health care, Satisfaction, Experiences
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