[Measurement of quality of care and the "soft values" at a pediatric department].

INTRODUCTION

Medical care must be provided in accordance with high professional standards and patients' needs and priorities.

MATERIALS AND METHODS

In this study, interviews with parents and focus group interviews with the health care staff (doctors and nurses) were conducted in order to set quality standards and define related indicators for emergency admittance to a paediatric department. According to the standards, the quality of care was measured with the indicators developed. One hundred and fifty episodes of care were assessed by questionnaires covering parent satisfaction, registration of waiting times, and investigation of case records.

RESULTS

In 17% of the episodes, there were waiting times of more than 2 hours before seeing a doctor. Various quality problems were identified. Thirty-one medical standards of the episodes of care were assessed in a structured audit process. The results of the clinical audit showed that some standards were met only in 50% of the episodes.

DISCUSSION

Quality development must be implemented on a documented basis. Improvements have been implemented according to the results.