An exploration of how domains of quality of care relate to overall care experience

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  • Shepherd, A.J. et al (2019) An exploration of how domains of quality of care relate to overall care experience

    Rights statement: This is a post-peer review, pre-copy edited version of the article published in International Journal of Health Care Quality Assurance and may differ slightly from the final published version of the work. This article is © Emerald Group Publishing and permission has been granted for this version to appear in this repository. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.

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Original languageEnglish
Pages (from-to)844-856
Number of pages13
JournalInternational Journal of Health Care Quality Assurance
Volume32
Issue number5
DOIs
StatePublished - 10 Jun 2019

Abstract

Purpose – The purpose of this paper is to determine the relative influence of the different domains of healthcare quality from the Care Experience Feedback Improvement Tool (CEFIT) and identify key predictors of healthcare quality from the patients’ perspective. Measurement is necessary to determine whether the quality of healthcare is improving. The CEFIT was developed as a brief measure of patient experience. It is important to determine the relative influence of the different domains of healthcare quality to further clarify how the CEFIT can be used and identify key predictors of healthcare quality from the patients’ perspective.

Design/methodology/approach – In sum, 802 people with a healthcare experience during the previous 12 months were telephoned to complete the CEFIT questions and an additional 11-point global rating of patient experience. To estimate the influence of different domains of healthcare quality on patient overall ratings of quality of healthcare experience, the authors regressed the overall rating of patient experience with each component of quality (safety, effectiveness, timely, caring, enables system navigation and person-centred).

Findings – The authors found that all of the domains of the CEFIT influenced patient experience ratings of healthcare quality. Specifically, results show the degree of influence, the impact of demographics and how high scores for overall rating of patient experience can be predicted.

Originality/value – The findings suggest that all of the CEFIT domains are important in terms of capturing the wholeness of the patient experience of healthcare quality to direct local quality improvement.

Keywords

  • patient experience, patient satisfaction, instrument, survey, assessment