Brown Reva Berman, Bell Louise
Oxford Brookes University Business School, Oxford, UK.
Int J Health Care Qual Assur Inc Leadersh Health Serv. 2005;18(2-3):92-102. doi: 10.1108/09526860510588124.
This article aims to describe the research process, and the development of the instrument now employed in auditing patients' perceptions of quality improvement in a community health care trust in a coastal town in Essex, England.
DESIGN/METHODOLOGY/APPROACH: The new instrument is currently being implemented and the findings thus far are described.
The instrument has measured health outcomes in terms of quality improvement from the users' perspective, and has also highlighted gaps between what the service offers in terms of quality and users' perceptions of what is delivered. The study demonstrates the importance of the professional role in quality improvement.
ORIGINALITY/VALUE: Patient-centred quality improvement audit should be undertaken regularly so that both non-clinical managers and health care professionals can establish whether or not they are providing services that are patient-friendly and effective from the user's viewpoint. In the course of their work, professionals and managers discuss patients and speak on their behalf in various forums, and knowing what patients actually expect and perceive before speaking on their behalf may be of great benefit in such instances.
