TICK HERE Measuring Quality in Primary Health Care (June 2003)
Group or Institution
Waikato Institute of Technology (Wintec)
Author(s)
Diana Astwood, Monique Boshier, Jo Clapson, Debra de Bruin, Kate Hannaford, Janet Parsons and Gayleen Putt (Tutor: Hilary Graham-Smith)
Abstract
This project was undertaken by a group of nursing students from the Waikato Institute of Technology, in collaboration with Dr S. Lillis, Clinical Advisor to the Pinnacle Group Limited.
The aim of the project TICK HERE was to attempt to find out how Pinnacle can engage in the measurement and feedback of consumer opinion about primary health care services in a way that is meaningful and of mutual benefit.
Literature relevant to the projects aim was reviewed and focus group discussions were held to gain a clients perspective.
The literature related to quality improvement processes was vast and complex, made even more so by the fundamental difficulty inherent to defining quality. The health environment introduces a range of variables not least of which is that clients/ patient’s life may depend on the quality of services offered, which complicates the matter further.
Two focus groups were held, one with a group of mothers with toddlers and the second, a group of older people.
The findings from both focus groups highlighted the desire of health care consumers to be heard, to be informed and to be recognised. The expression of loyalty by participants to a group of providers is seen, as a critical indicator of the relationship clients/ patients believe is integral to the development of trust in the provider.
Literature reviewed supported these findings. Trust, reciprocity and relational practice are described as being key concepts for achieving quality care.
Recommendations made included satisfaction survey outcomes and publications of topical issues are a useful opportunity for mutual exchange of information within the practice and with consumers, that providers consider a range of feedback opportunities and that Pinnacle be cognizant of literacy issues when formatting surveys.
Group/s Associated with the Research:
The Pinnacle Group Limited
A full copy of the report is available from:
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