Naslov
Measuring healthcare quality - paradigm of MEDQUAL

Autori
Musa-Juroš, Ksenija ; Mijoč, Josipa, ; Horvat, Jasna ; Ilakovac, Vesna ; Marković, Suzana ; Racz, Aleksandar

Izvornik
Acta clinica Croatica (0353-9466) 57 (2018), 2; 235-242

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
healthcare quality indicators ; measuring quality ; MEDQUAL scale ; quality of healthcare ; patient satisfaction

Sažetak
MEDQUAL scale aims to measure the quality of healthcare provided by medical staff of one hospital department instead of the overall quality of hospital services or parts of services to which medical staff in one department has no influence on because they are previously determined by other factors (architecture of the buildings, services of other departments, maintenance, parking, food and etc.). Applying MEDQUAL scale for evaluating quality of healthcare on regular basis as an initial and monitoring method and comparing those results after suggested corrections are made, can ultimately lead to detecting and resolving potential problems in the beginning of providing healthcare service and improved satisfaction for both recipients as well as providers of healthcare services. Methods. The study was conducted in one department in one clinical hospital in Croatia. The study included 300 respondents (n = 169 patients, medical staff n = 131). Results. The study designed and tested MEDQUAL scale, which has high reliability on all the established dimensions: trust in doctors (C. alpha 0.923), professionalism of nurses (0, 913), professionalism of doctors (0, 938) and the organization of department (0, 810). Conclusion. The ability of the proposed scale is reflected in the possibility of evaluation of patient’s satisfaction with quality of received healthcare and evaluation of medical staff’s satisfaction with quality of healthcare provided at the same moment in time. The results gained are comparable to groups of people, departments, and institutions with potential longitudinal study of this phenomenon. MEDQUAL scale is simple, applicable to almost all departments, repeatable, cost- effective scale for measuring quality of provided as well as received healthcare service, which also takes place not just in assessing the quality of healthcare service but as well in its improvement.

Izvorni jezik
Engleski

Znanstvena područja
Javno zdravstvo i zdravstvena zaštita, Interdisciplinarne biotehničke znanosti, Ekonomija

POVEZANOST RADA