An Investigation into the Effects of Quality Improvement Method on Patients’ Satisfaction: A Semi Experimental Research in Iran
,
Abstract
Today, to increase effectiveness is a Strategy for success of organizations and their viability. In health care organization not only service cost- effectiveness is a major problem for productivity and organizational management but also customer-centred is in first priority. Because of these reasons, most of health organization trend to patient satisfaction for their viability. If complex process implemented for viability without attention to patient satisfaction, this is no success result. The FOCUS PDCA process is a new strategy for effectiveness of service quality. To this reason, the recent research done and its objective is to assess effect of FOCUS PDCA process strategy on patient satisfaction in surgery units of hospitals affiliated to Tehran Medical University. This research is a semi experimental with non- equivalent design. The sample was all of patients who hospitalized in two selected surgery units. Self-report was method of data gathering. Patient satisfaction assessed with questionnaire in pre and posttest. Then manipulation implemented as post-operation care process selected. Modelling and opportunity statement Diagrams prepared and improvement team organized. Flow process, convergences and cause- effect charts used to prepare list of items to be improved. Executive program was written. This include personnel training, standard implementation, election and training of quality control nurses (Q.C Ns), daily QC of caring and providing appropriate feed back to personnel, forming group session for determining corrective actions. Then after 1 month patient satisfaction was assessed. Statistical analysis shows this process increase patient satisfaction and it leads to care effectiveness. The findings of the pre-intervention phase indicated that the satisfaction level had been low in both groups and it is not significantly different in the two groups (P> 0.05). There was a significant difference before and after following intervention in the case study group (P>0.0001). FOCUS PDCA is effective method for access to various objectives especially patient satisfaction. it is suggested other researcher assess effects of this strategy for other indexes and total care process effectiveness.
Dipankar RK. Quality improvement and its effect on patient perceptions and demand for health services: evidence from Uttar Pradesh, India. The Johns Hopkins University [Online]. 2005 [cited 2011 Mar 1]; Available from: URL:http://proquest.umi.com/pqdlink?did=913535761&F mt=7&clientId=48023&RQT=309&VName=PQD
Beger D, Messenger F, Roth S. Self-Administered medication packet for patients experiencing a vaginal birth. J Nurs Care Qual 1999;13(4):47-59.
Roth TA, Schoolcraft M. Patient Satisfaction: The Survey Says. Nursing Case Management. Nurs Case Manag 1998;3(5):184-9; quiz 190-1.
Uzun O. Patient satisfaction with nursing care at a university hospital in Turkey. J Nurs Care Qual 2001;16(1):24-33.
Dansky KH, Miles J. Patient satisfaction with ambulatory healthcare services: waiting time and filling time. Hosp Health Serv Adm 1997;42(2):165-77.
Jun M, Peterson RT, Zsidisin GA. The identification and measurement of quality dimensions in health care: focus group interview results. Health Care Manage Rev 1998;23(4):81-96.
Sixma HJ, Spreeuwenberg PM, van der Pasch MA. Patient satisfaction with the general practitioner: a two-level analysis. Med Care 1998;36(2):212-29.
Hall LM. Nursing intellectual capital: a theoretical approach for analyzing nursing productivity. Nurs Econ 2003;21(1):14-9.
Safari M. Effect of Nurse Training Through Group Discussion on the Quality of Nursing Care for Patients With Myocardial Infarction. Master of sciences Nursing Thesis, Tarbiat Modarres University, 2002. [Persian]
Samoutis GA, Soteriades ES, Stoffers HE, Zachariadou T, Philalithis A, Lionis C. Designing a multifaceted quality improvement intervention in primary care in a country where general practice is seeking recognition: the case of Cyprus. BMC Health Serv Res 2008;8:181.
From Quality Measures to Quality Care: Examples of Quality Improvement at Work. Department of Health and Human Services for the Domestic Policy Council, 1998.
Deming EW. Out of the Crisis. Massachusetts Institute of Technology: The MIT press, 1986.
New SW, Gutierrez L. Quality improvement in the ambulatory surgical setting. Nurs Clin North Am 1997;32(2):477-88.
Caswell DR, Williams JP, Vallejo M, Zaroda T, McNair N, Keckeisen M, Yale C, Cryer HG. Improving pain management in critical care. Jt Comm J Qual Improv 1996;22(10):702-12.
Oetker D, Cole C. Improving the outcome of emergency department patients with a chief complaint of chest pain. J Nurs Care Qual 1996;10(2):58-74.
Maguerez G. The CQI/TQM journey in France. Jt Comm J Qual Improv 1997;23(1):33-7.
Fischer LR, Solberg LI, Kottke TE. Quality improvement in primary care clinics. Jt Comm J Qual Improv 1998;24(7):361-70.
Dianis NL, Cummings C. An interdisciplinary approach to process performance improvement. J Nurs Care Qual 1998;12(4):49-59.
Tam JLM. Linking quality improvement with patient satisfaction: a study of a health service centre. Marketing Intelligence Planning 2007;25(7):732-45.
Chapman R, Al-Khawoldeh K. Total quality Management and Its effect on Productivity Industrial Corporation in Jordan. Research group University of Western Sydney Australia, 1998.
Prior D. Efficiency and total quality management in health care organizations: A dynamic frontier approach. Ann Oper Res 2006;145:281-99.
Triolo PK, Hansen P, Kazzaz Y, Chung H, Dobbs S. Improving patient satisfaction through multidisciplinary performance improvement teams. J Nurs Adm 2002;32(9):448-54.
Curley C, McEachern JE, Speroff T. A firm trial of interdisciplinary rounds on the inpatient medical wards: an intervention designed using continuous quality improvement. Med Care 1998;36(8 Suppl):AS4-12.
Beck KL, Larrabee JH. Measuring patients' perceptions of nursing care. Nurs Manage 1996;27(9):32B-D.
Ravert P, Williams M, Fosbinder DM. The Interpersonal Competence Instrument of Nurses. West J Nurs Res 1997;19(6):781-91.
Wolf ZR, Miller PA, Devine M. Relationship between nurse caring and patient satisfaction in patients undergoing invasive cardiac procedures. Medsurg Nurs 2003;12(6):391-6.
Minnick A, Young WB, Roberts MJ. 2,000 patients relate their hospital experiences. Nurs Manage 1995;26(12):25, 29-31.
Friedman MM. The Joint Commission's "improving organizational performance" standards for home infusion therapy providers. J Intraven Nurs 2000;23(6):352-8.
Flynt G, Caraway C. Using OASIS data to improve skin care. Home Healthc Nurse 2002;20(4):263-6.
Winston PA, Morelli P, Bramble J, Friday A, Sanders JB. Improving patient care through implementation of nursedriven restraint protocols. J Nurs Care Qual 1999;13(6):32-46.
Pfaadt MJ. Using performance improvement to reinvent your skin care program. Home Healthc Nurse 2001;19(5):275-82.
Khateeban M. Effects of Organised Nursing Care using a Primary Method on Patients’ and Nurses’ Satisfaction in the Cardiac Ward in Hamadan, Iran. MSc Thesis, Tarbiat Modarres University, 1998.
Sayadjoo SA. Comparison of Patients Satisfaction with Nursing Care in Surgical Wards in Teaching and Non- Teaching Hospitals in Semnan, Iran. Thesis of Nursing and Midwifery from Iran University of Medical Sciences, 1996.
Aghlmand S, Akbari F, Lameei A, Mohammad K, Small R, Arab M. Developing evidence-based maternity care in Iran: a quality improvement study. BMC Pregnancy Childbirth 2008;8:20.
Saxena S, Ramer L, Shulman IA. A comprehensive assessment program to improve blood-administering practices using the FOCUS-PDCA model. Transfusion 2004;44(9):1350-6.
Pour Hoseinzade M. Processes Management. Tehran: Yaslavi Publisher; 1997.
Irvine Doran DM, Baker GR, Murray M, Bohnen J, Zahn C, Sidani S, Carryer J. Achieving clinical improvement: an interdisciplinary intervention. Health Care Manage Rev 2002;27(4):42-56.
| Files | ||
| Issue | Vol 49, No 1 (2011) | |
| Section | Articles | |
| Keywords | ||
| Total quality management Patient satisfaction Evaluation Quality improvement | ||
| Rights and permissions | |
|
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
