Ronde, T. (Thom) (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. thesis, Other studies (UMCG).
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Abstract
Introduction 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). For outpatient clinics, it is an almost completely quantitative questionnaire, supplemented with two qualitative questions. CQ-index questionnaires give insight in two things: what patients consider important and what their experiences are with care. Managers and professionals encounter problems, because from the results from the CQ-index it is difficult to conclude where specific problems have their origin. 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. Methodology The study had an explorative character. The research question was worded: How can patient satisfaction on an outpatient clinic be improved, following the results of the Consumer Quality-index of an outpatient clinic performed in 2015? For finding answers to the research question, a qualitative approach was used. The study consisted of four parts: 1) analysing the CQ-index data, provided by the UMCG, to gain starting points for part two, three and four of the study; 2) two focus groups with patients of the outpatient clinic for Neurology in the UMCG who visited the outpatient clinic within the last six months; 3) interviews with five employees of the outpatient clinic for neurology in the UMCG; 4) from the CQ-index data, the high performing outpatient clinic for Neurology of all academic hospitals in the Netherlands are found: interviews have been done with four employees of the outpatient clinic for Neurology in the Radboudumc Nijmegen. In this – so called – positive deviance method, Radboudumc is the positive deviant. Focus groups and interviews are structured according to the Appreciative Inquiry framework. Data-analysis was performed using Atlas TI. Results The CQ-index was completely filled in by 109 patients of the outpatient clinic, a response rate of 27.4%. On average, the outpatient clinic scores a 7.8 on a scale of one to ten, somewhat lower compared to the benchmark average (8.1). Strong points are accessibility and interpersonal conduct by physicians. Important 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, being able to register at the reception as well as the reception pole and employees to be more proactive. Employees of the outpatient clinic in the UMCG think patient satisfaction can be improved by putting brochures in the waiting room and all consultations room and give clear information so patients do not leave the outpatient clinic with uncertainty. The positive deviant is involving patients when making new written information and focusses on patient centred care. They said this contributed to their high patient satisfaction scores. Thereby, they will start with a patient advisory board, just for the outpatient clinic. Discussion CQ-index results painted the same picture as focus groups and interviews with employees: biggest improvements can be made regarding provision of information and after care. These themes have low experience and high importance scores at the CQ-index 2015. Also, patients and employees find it to be important things, that can be improved easily. Brochures regarding diseases, diagnoses and treatment have to be available at all times. These brochures already exist. When the outpatient clinic wants to make their own brochures or other written means of communication like letters, it is highly recommended the outpatient clinic for neurology in the UMCG consults with patients about the content. Proper and explicit information regarding medication and side effect is important as well. A more proactive attitude of employees is desired. Also, hiring a host for the outpatient clinic and setting up a patient advisory board is advisable.
| Item Type: | Thesis (Thesis) |
|---|---|
| Supervisor name: | Vries, Dr. J.J. de and Naalt, Dr. J. van der |
| Supervisor name: | Doggen, Dr. C.J.M. and Drossaert, Dr. C.H.C. |
| Faculty: | Mathematics ∧ Natural Sciences |
| Keywords: | Consumer Quality Index, neurology, outpatient clinic, patient satisfaction |
| Date Deposited: | 25 Jun 2020 11:05 |
| Last Modified: | 25 Jun 2020 11:05 |
| URI: | https://umcg.studenttheses.ub.rug.nl/id/eprint/2509 |
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