Title: Rate your home care nurse : methodological challenges in measuring patient satisfaction with home care services
Authors : Liberatore, Florian
Schmelzer-Kriech, Sarah
Hollenstein, Eva
Schaffert, René
Dratva, Julia
Conference details: European Academy of Management (EURAM) Conference, Reykjavík, 19.-22. Juni 2018
Publisher / Ed. Institution : European Academy of Management
Issue Date: 2018
License (according to publishing contract) : Licence according to publishing contract
Type of review: Peer review (abstract)
Language : English
Subject (DDC) : 610.73: Nursing
Abstract: Research indicates that organizational learning based on patient experiences can improve the care process. Current quality management systems in home care, however, neglect the subjective perspective of patients as informational source for quality improvement. Patient satisfaction is a commonly used outcome indicator of healthcare quality. Existing instruments have been adapted for home care, neglecting the special characteristics of home care patients and lacking a sound methodological approach. This study gives a framework of patient satisfaction drivers in home care and analyzes challenges in developing an instrument that measures patient satisfaction with home care. A comprehensive literature review on existing instruments and underlying theories provides a systematic assessment of challenges of measuring patient satisfaction. Five challenges were identified: scale, survey process, quality criteria, satisfaction with care services, and timing of data collection. Conflicts of aims resulting from these challenges are discussed including a suggestion on how these might be weighted.
Departement: School of Management and Law
Organisational Unit: Winterthur Institute of Health Economics (WIG)
Publication type: Conference paper
URI: https://digitalcollection.zhaw.ch/handle/11475/13042
Appears in Collections:Publikationen School of Management and Law

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