De Pourcq Kaat, Gemmel Paul, Trybou Jeroen, Kruse Vibeke
Department of Innovation, Entrepreneurship and Service management, Ghent University, Ghent, Belgium.
Department of Public Health, Ghent University, Ghent, Belgium.
Eur J Cancer Care (Engl). 2019 Jan;28(1):e12918. doi: 10.1111/ecc.12918. Epub 2018 Oct 4.
This study was designed to focus on the patient perspective in a reorganisation of care processes at a cancer day care unit (CDU). The effects of dose banding and of taking blood samples one day (or more) before the day care treatment (on Day -1) are investigated in terms of throughput efficiency and perceived service quality. Data were collected by mapping patient processes in detail and surveying patients in two CDUs at a university hospital (n = 308). A univariate model was used to investigate the effect of these factors on patient throughput time, and perceived service quality was examined with multiple linear regression. Taking blood samples on Day -1 decreases patient throughput time and increases the perceived service quality by improving the patient's perception of technical expertise and the outcome. This has a globally positive effect on patients' perceived service quality. Dose banding affected neither patient throughput time nor perceived service quality. Taking the pretreatment blood sample on Day -1 can be considered an important process design characteristic, as it increases both efficiency and service quality.
本研究旨在关注癌症日间护理单元（CDU）护理流程重组中患者的观点。从吞吐量效率和感知服务质量方面，研究了剂量分组以及在日间护理治疗前一天（或更多天，即第 -1 天）采集血样的效果。通过详细绘制患者流程并对大学医院两个 CDU 的患者进行调查（n = 308）来收集数据。使用单变量模型研究这些因素对患者吞吐量时间的影响，并通过多元线性回归检验感知服务质量。在第 -1 天采集血样可减少患者吞吐量时间，并通过改善患者对技术专业水平和结果的感知来提高感知服务质量。这对患者的感知服务质量具有总体积极影响。剂量分组对患者吞吐量时间和感知服务质量均无影响。在第 -1 天采集预处理血样可被视为一项重要的流程设计特征，因为它既能提高效率又能提升服务质量。
