Continuous Patient Survey as an Instrument for internal Quality Management in Health Care Units

被引：7

作者：

Nuebling, R. ^{[1
,2
]}

Steffanowski, A. ^{[1
,3
]}

Koemer, M. ^{[4
]}

Rundel, M. ^{[5
]}

Kohl, C. ^{[5
]}

Loeschmann, C. ^{[6
]}

Schmidt, J. ^{[1
,2
]}

机构：

[1] GfQG Gesell Qualitat Gesundheitswesen, Erfurter Str 5a, D-76139 Karlsruhe, Germany

[2] Landespsychotherapeutenkammer Baden Wurttemberg, Stuttgart, Germany

[3] Univ Mannheim, Lehrstuhl Psychol 2, Mannheim, Germany

[4] Univ Freiburg, Med Soziol Abt, Freiburg, Germany

[5] Gesell Qualitatsentwicklung, Freiburg, Germany

[6] Eqs Inst, Hamburg, Germany

来源：

GESUNDHEITSOEKONOMIE UND QUALITAETSMANAGEMENT | 2007年 / 12卷 / 01期

关键词：

Quality management; quality assurance; patient interviews; patient satisfaction; routine surveys;

D O I：

10.1055/s-2006-926819

中图分类号：

R1 [预防医学、卫生学];

学科分类号：

1004 ; 120402 ;

摘要：

Aim: In health service the view of the patients has gained importance due to an increasing focus on competition. Continuous Patient surveys are able to provide important information about process quality. Method: Starting out from several program evaluation studies, a scanner readable patient questionnaire was developed. The questionaire contains clinic specific items for rating certain treatments and clinic comprehensive items for purposes of benchmarking. For data analysis, a special software was developed which provides reports in HTML. Results: The evaluation software generates optical markers to show conspicious assessments and changes in comparison to the previous assessment period (e.g. month, quarter or year). The longterm trend is illustrated by course charts. For comparing and benchmarking, a synoptic display is generated. Conclusion: The patient interview survey introduced here has proved to be a suitable instrument in the context of quality management. The discussion of the results among experts allows to identify startingpoints for improvement measures and their evaluation.

引用

页码：44 / 50

页数：7

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