دانلود رایگان مقاله چارچوب ارزیابی کیفیت بیمار برای خدمات بهداشتی

abstract

In this study we propose a quality assessment framework for healthcare services. The proposed assessment framework is patient centric as it is based on patient expectations and perceived quality of service through their personal experience with the healthcare provider, across the various touchpoints during patient care. The framework generates a quality score which is a measure of the degree to which the patient's expectations were met or exceeded. We model the patient's perceived experiential value as a combination of extrinsic and intrinsic values. The extrinsic value includes the functional or utilitarian value, and to some extent, the social value. The intrinsic value includes emotional, epistemic and intrinsic social value. Using this generic framework for healthcare providers, and using a computerized system, appropriate instruments, rubrics or metrics can be designed for specific types of healthcare services. We show how this framework can be utilized for creating an assessment instrument for a specific healthcare facility in Korea – the Childhood Asthma Atopy Center in a general hospital located in Korea.

6. Conclusion and future research

In this paper, we proposed a patient-centric quality assessment framework for healthcare providers. The framework incorporates patient's preferences, expectations and perceived quality of service at every touchpoint during the service. The generic framework can be used to develop a survey instrument specific to each individual patient depending on the patient's touchpoints, which depends on the patient's condition. The instrument generates a quality score between −1 and +1 indicating whether the patient's expectations were met (score of 0), exceeded (a positive score) or not met (a negative score). The instrument can also be used to identify areas of improvement for the service provider for touchpoint and also for each criteria. The framework is based on customer's experience divided into extrinsic and intrinsic values. We also showed how the generic framework can be used to design a survey instrument for a specific case for a hospital in Korea. In future studies, the effectiveness of the survey instruments using the proposed framework can be evaluated by collecting and monitoring data over a period of time.