A patient satisfaction study based on the results of the Consumer Quality Index - The outpatient clinic for Neurology in the University Medical Centre Groningen

Ronde, T (2017) A patient satisfaction study based on the results of the Consumer Quality Index - The outpatient clinic for Neurology in the University Medical Centre Groningen.

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Abstract:Patient satisfaction is an important pillar in quality of care. In Dutch health care settings, patient satisfaction is measured using the Consumer Quality Index (CQ-index). This study focuses on exploring and improving patient satisfaction of the outpatient clinic for neurology in the University Medical Centre Groningen (UMCG) using the 2015 CQ-index results as starting point. The study consisted of four parts: 1) analyzing the CQ-index data 2) two focus groups with patients of the outpatient clinic for Neurology in the UMCG; 3) interviews with five employees of the outpatient clinic for neurology in the UMCG; 4) positive deviance. Bottlenecks in patient satisfaction are provision of information, information about medication and after care. Focus groups generate comparable results. Patients say they want more and better written information, information about medication and side effects. The positive deviant is involving patients when making new written information and focusses on patient centred care. CQ-index results painted the same picture as focus groups and interviews with employees. Brochures regarding diseases, diagnoses and treatment have to be available at all times. When the outpatient clinic wants to make their own brochures or other written means of communication like letters, it is recommended to consult patients about the content. Explicit information regarding medication and side effect is important as well. Also, hiring a host for the outpatient clinic and setting up a patient advisory board is advisable.
Item Type:Essay (Master)
Clients:
Universitair Medisch Centrum Groningen, Groningen, Netherlands
Faculty:TNW: Science and Technology
Subject:70 social sciences in general
Programme:Health Sciences MSc (66851)
Link to this item:http://purl.utwente.nl/essays/71641
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