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

Ashley Jill Shepherd, Julie Cowie, Michelle Beattie

Research output: Contribution to journalArticle

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

Keywords

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

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