Patient experience based key indicators for quality of care
10.3760/cma.j.issn.1000-6672.2013.04.019
- VernacularTitle:基于患者体验的医疗服务质量关键指标初探
- Author:
Changjun TIAN
;
Liang ZHANG
- Publication Type:Journal Article
- Keywords:
Patient experience;
Key indicators;
Quality of care
- From:
Chinese Journal of Hospital Administration
2013;29(4):291-295
- CountryChina
- Language:Chinese
-
Abstract:
Objective To establish patient-experience based key indicators for quality of care.Methods Literature review,collection of proven surveys on patient experience and satisfaction,study of China's conditions,with demonstrations by experts team.Results A framework was built for patientexperience based key indicators on quality of care.Level-1 indicators within the framework are tangibility,reliability,responsiveness,assurance,care and continuity.There are 28 level-2 indicators and 83level-3 indicators.Conclusion Such key indicators are highly practical as the basis for developing the scale of patient experience.
