Clarke Colin, Eales-Reynolds Lesley-Jane
Centre for Higher Education Research and Practice, Kingston University, Kingston upon Thames, UK.
Int J Health Care Qual Assur. 2015;28(3):288-99. doi: 10.1108/IJHCQA-05-2014-0067.
The purpose of this paper is to examine if customer care (CC) can be directly linked to patient safety through a human factors (HF) framework.
DESIGN/METHODOLOGY/APPROACH: Data from an online questionnaire, completed by a convenience healthcare worker sample (n=373), was interrogated using thematic analysis within Vincent et al.'s (1998) HF theoretical framework. This proposes seven areas affecting patient safety: institutional context, organisation and management, work environment, team factors, individual, task and patient.
Analysis identified responses addressing all framework areas. Responses (597) principally focused on work environment 40.7 per cent (n=243), organisation and management 28.8 per cent (n=172). Nevertheless, reference to other framework areas were clearly visible within the data: teams 10.2 per cent (n=61), individual 6.7 per cent (n=40), patients 6.0 per cent (n=36), tasks 4.2 per cent (n=24) and institution 3.5 per cent (n=21). Findings demonstrate congruence between CC perceptions and patient safety within a HF framework.
RESEARCH LIMITATIONS/IMPLICATIONS: The questionnaire requested participants to identify barriers to rather than CC enablers. Although this was at a single site complex organisation, it was similar to those throughout the NHS and other international health systems.
CC can be viewed as consonant with patient safety rather than the potentially dangerous consumerisation stance, which could ultimately compromise patient safety.
ORIGINALITY/VALUE: This work provides an original perspective on the link between CC and patient safety and has the potential to re-focus healthcare perceptions.
本文旨在探讨客户关怀（CC）是否能通过人因（HF）框架与患者安全直接相关联。
设计/方法/途径：对由便利抽样的医护人员样本（n = 373）完成的在线调查问卷数据，在文森特等人（1998年）的HF理论框架内采用主题分析进行研究。该框架提出了影响患者安全的七个领域：机构背景、组织与管理、工作环境、团队因素、个体、任务和患者。
分析确定了涉及所有框架领域的回答。回答（597条）主要集中在工作环境（40.7%，n = 243）、组织与管理（28.8%，n = 172）。然而，数据中对其他框架领域的提及也清晰可见：团队（10.2%，n = 61）、个体（6.7%，n = 40）、患者（6.0%，n = 36）、任务（4.2%，n = 24）和机构（3.5%，n = 21）。研究结果表明在HF框架内CC认知与患者安全之间具有一致性。
研究局限/启示：该调查问卷要求参与者识别障碍而非CC促进因素。尽管这是在一个单一地点的复杂组织中进行的，但它与整个英国国家医疗服务体系（NHS）及其他国际卫生系统的情况相似。
CC可被视为与患者安全相一致，而非可能最终危及患者安全的潜在危险的消费主义立场。
原创性/价值：这项工作为CC与患者安全之间的联系提供了一个新颖的视角，并有可能重新聚焦医疗保健观念。
