Quality of care from patients viewpoint

1
Quality of care from patients viewpoint
_at_JP 2009
2
Patients satisfaction with the quality of care is
based on

• Subjective observations/feelings
• Patient-doctor relationship is built on trust. /A
  morose and cranky top notch specialist leaves
  patient unsure if the doctor cares enough to
  provide good care./
• We are trying to achieve partnerships in
  treatment between doctors and patients. It is
  always an unequal partnership, but one which
  requires dialogue and exchange of information
  depending on the patients comprehension and
  interest. An informed patient can better
  cooperate and comply. Patients react to
  information depending on the age group, education
  and socioeconomic conditions. Younger patients
  expect more information and are more inclined to
  assume the role of clients, while the present
  generation of seniors is more passive, leaving
  the responsibility for their health and wellbeing
  to doctors. /providers, society, government/

_at_JP 2009
3
Emotional condition/severity of
diagnosis Experienced chronically ill patients
are already informed about the diagnosis, thus
more attuned to the professionalism of
providers. Patients belonging to patients
organizations are usually well informed and
better prepared to cooperate with their doctors
and comply with treatment instructions. Chronic
patients are more inclined to judge quality of
care in reputation of staff, use of modern
medicine, expediency, technical equipment,
experiences of fellow patients. They have more
realistic expectations than first timers who
are trying to deal with the pain or discomfort
of disease and anxiety about the treatment and
outcome. Their complaints are usually about
inadequate information or patronizing attitude
of the staff.
_at_JP 2009
4
Behavior of the medical staffAttributes
forming patients opinion on quality of provided
care Sympathy Empathy Understanding Good
communications skills Pleasant and calming
attitude
_at_JP 2009
5
Comfort Absence of pain /painkillers
supply/ Number of patients in one room /ability
to rest/ Access to the bathroom Access to
ambulatory treatments, Food with at least a
semblance of taste /no one goes to hospital for
culinary experiences/ Visitors at their
convenience as long as it doesnt interfere
with their or other patients treatment Objecti
ons Absence of explanation of hospital rules
when they dont make sense to patients.
_at_JP 2009