As we’re working on the patient experience (with their providers) rating system, we got into an interesting “verbal brawl” of what quality means. No clear answer as everyone, and I do mean EVERYONE has differing opinions as to how quality is defined or what is meaningful to them.
So to set the stage internally, here are the “Eleven Dimensions of Quality” (yes, one more than ten):
- Access: How easily accessible healthcare services are to patients – unrestricted by geographic, economic, social, organizational, or linguistic barriers
- Technical performance: How well tasks are carried out by health professionals and facilities. Whether they meet expectations of technical quality and adhere to standards
- Effectiveness of care: How well desired results/outcomes of care are achieved
- Efficiency/Continuity of services: How well services are performed in relation to cost (do you only have to do an x-ray once or multiple times). Delivery of care by the same healthcare provider throughout the course of an individual’s healthcare needs. Appropriate and timely referral and communication between providers (follow-up by primary physician).
- Personal relationship/bed-side manner: Trust, respect, confidentiality, courtesy, responsiveness, empathy, effective listening, and communication between providers and clients
- Safety: The degree to which the risks of injury, infection, or other harmful side effect are minimized
- Physical space and comfort: The physical appearance of the facility, cleanliness, comfort, privacy…
- Choice: As appropriate and feasible, client choice of provider, insurance plan, or treatment
- Peer Considerations: Peer referrals and reputation amongst other providers
- Timeliness: Capacity to provide health care quickly after a need is recognized, Wait time spent in doctors’ offices and emergency departments, Interval between identifying a need for tests and treatments and receiving them
- Patient Centeredness: Healthcare that establishes a partnership among practitioners, patients and their families, Ensure decisions respect patient wants and needs as well as preferences, Education and support mechanisms
Now, the REAL challenge is how to enable Consumers to easily, quickly, and simply convey their Provider experiences as well as intertwine meaningful yet “grandma friendly” information that provides consumers with some insight about their providers as it relates to all or most of the eleven quality dimensions.
Now you know why we were in a brawl… sigh.