Consumer and Provider Views on Key Dimensions of Quality
HEALTH CARE QUALITY PERFORMANCE MEASUREMENT
Consumer and Provider Views on Key Dimensions of Quality Hospital Care: A Review of the Literature
Rhode Island Department of Health Health Care Quality Steering Committee
QUALITY PERFORMANCE MEASUREMENT AND REPORTING PROGRAM REVIEW OF LITERATURE
TABLE OF CONTENTS Executive Summary Introduction Lessons in Quality Assessment from Other Industries The TQM/CQI Movement Why Is Quality Important? Quality Compared to Satisfaction Measurement of Quality The Dilemma of Measuring Quality Attributes of Quality Differing Dimensions of Quality Technical Functional A Comparison of Quality Dimensions by Various Researchers Table Overlaps and Gaps Summary of Researchers Recommendations Conclusion • This report was supported by the Health Quality Measurement and Reporting Program through the Rhode Island Department of Health. 1 2 5 7 8 10 10 13 14 16 16 17 19 21 24 25 29
Quality Performance Measurement and Reporting Program Review of Literature Executive summary: As efforts to cut costs and restructure health care continue, the need for quality measurement intensifies. Quality measurement and management is one of the most important topics in health care today. There are many structured efforts, which seek to measure quantifiable or technical components, such as infection and hospitalization rates. Other efforts seek to improve processes and outcomes, using TQM and CQI techniques. Still others seek to measure less tangible components of quality, such as consumer satisfaction. However, the health care system still lacks a unified process for assessing and measuring the various elements of quality. This survey will begin by looking at the lessons in quality assessment from other industries. It will attempt to answer the question of why quality is important, and then compare quality to satisfaction. We will review formal quality measurement efforts, such as those of the Joint Commission on the Accreditation of Health Care
Consumer and Provider Views on Key Dimensions of Quality Hospital Care: A Review of the Literature
Rhode Island Department of Health Health Care Quality Steering Committee
QUALITY PERFORMANCE MEASUREMENT AND REPORTING PROGRAM REVIEW OF LITERATURE
TABLE OF CONTENTS Executive Summary Introduction Lessons in Quality Assessment from Other Industries The TQM/CQI Movement Why Is Quality Important? Quality Compared to Satisfaction Measurement of Quality The Dilemma of Measuring Quality Attributes of Quality Differing Dimensions of Quality Technical Functional A Comparison of Quality Dimensions by Various Researchers Table Overlaps and Gaps Summary of Researchers Recommendations Conclusion • This report was supported by the Health Quality Measurement and Reporting Program through the Rhode Island Department of Health. 1 2 5 7 8 10 10 13 14 16 16 17 19 21 24 25 29
Quality Performance Measurement and Reporting Program Review of Literature Executive summary: As efforts to cut costs and restructure health care continue, the need for quality measurement intensifies. Quality measurement and management is one of the most important topics in health care today. There are many structured efforts, which seek to measure quantifiable or technical components, such as infection and hospitalization rates. Other efforts seek to improve processes and outcomes, using TQM and CQI techniques. Still others seek to measure less tangible components of quality, such as consumer satisfaction. However, the health care system still lacks a unified process for assessing and measuring the various elements of quality. This survey will begin by looking at the lessons in quality assessment from other industries. It will attempt to answer the question of why quality is important, and then compare quality to satisfaction. We will review formal quality measurement efforts, such as those of the Joint Commission on the Accreditation of Health Care
References: 1 Wyke, Alexandra “Can Patients Drive the Future of Health Care?”, Harvard Business Review, JulyAugust, 1997 v75, N4 p146