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Process optimisation 'Technisch Spreekuur' (TSU): a study into the measurement of quality of care and patient satisfaction regarding the TSU-process, in which orthopaedic shoes, orthotics and prosthetics are manufactured and delivered of the Sint Maartenskliniek

Koster, M.J.J. (2015) Process optimisation 'Technisch Spreekuur' (TSU): a study into the measurement of quality of care and patient satisfaction regarding the TSU-process, in which orthopaedic shoes, orthotics and prosthetics are manufactured and delivered of the Sint Maartenskliniek.

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Abstract:Background: Improvement of healthcare is important, mainly in the chronic rehabilitation sector. Patients of this sector require healthcare for a longer period of time, as a result that they are more critical about the care they receive. Development of quality indicators is useful to measure and to improve the performance of processes. The aim of this study is to develop quality indicators, to measure the quality of care and patient satisfaction of a multidisciplinary process, in a rehabilitation healthcare centre. Method: First, quality indicators are developed by literature study and by interviews to measure the performance of a multidisciplinary process. Questionnaires are developed with these quality indicators, to measure the quality of care and patient satisfaction a multidisciplinary process of a rehabilitation centre. The results are collected by a questionnaire with patients and professionals involved in the Technisch Spreekuur (TSU)-process of the Sint Maartenskliniek (SMK). The results are analysed by frequency tables and Chi-square tests. Results: The response rate of professionals was 62.5% and that of patients was 38.4%. The indicator of quality of care which is judged as worst is the indicator efficiency (mean=2.5, SD=1.3). The main shortcomings are the timeliness of the process (mean=3.6, SD=0.8) and the degree of standardization of the tasks (mean=1.3, SD=1.2). The indicator accessibility of the process scores the lowest on patient satisfaction (mean=3.4, SD=1.7). The main shortcomings in the process according to the patients are the quality of the appliance they received (mean=3.8, SD=1.2) and the timeliness of the process (mean=2.2, SD=1.5). Conclusion: A clear description of and clear agreements about each step and the related activities of the process is required to standardise and to improve the process. Negotiations are required about agreements with the company which produces the appliances to improve the timeliness of the process. To improve the quality of the appliances, also clear agreements about the quality of the products with the company which produces these appliances are required. These recommendations might improve higher quality of care and patient satisfaction due to the more uniform TSU-process of the SMK. The study identified quality indicators which can be used to measure quality of care and patient satisfaction. Further research is needed to generalize the results of this study.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:70 social sciences in general, 85 business administration, organizational science, 88 social and public administration
Programme:Health Sciences MSc (66851)
Link to this item:http://purl.utwente.nl/essays/68090
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