Consumer Perspective: Important Attributes of Quality Health Care

4723 Words19 Pages
Abstract TranslateAbstract Despite extensive research on defining and measuring health care quality, little attention has been given to consumers ' perspectives of high-quality health care. The purposes of this study were to (a) identify the importance to consumers of attributes of health care quality and nursing care quality, and (b) examine the relationship of consumer perspectives to health status and selected demographic variables. Exploratory. Consumers (N = 239) were recruited from waiting rooms of clinics and in neighborhoods of a large metropolitan area in the Midwestern United States that included both urban and suburban populations. Participants completed the Quality Health Care Questionnaire (QHCQ) and the SF-36 Health Survey.…show more content…
Although research is available on patients ' expectations of and satisfaction with nursing care in hospitals, less is known about their perspectives of care in ambulatory settings, where more care is being delivered. Learning about what consumers want from their health care and what quality care means to them gives us a better understanding of their expectations. What people expect from their health plans and providers influences their satisfaction with care (Concato & Feinstein,1997; Conway & Willcocks, 1997; Kravitz, 1996; Pascoe, 1983; Sofaer 1997). Kravitz (1996) developed a model to link expectations and patient satisfaction with a medical encounter. This model indicates that patients ' expectations for care are formed before the encounter and include expectations for care in general and for the specific visit. These expectations are influenced by demographic characteristics, prior health care experiences, and concerns related to the patient 's specific health problems. Patients evaluate their visit with the provider by comparing the events and their expectations. An understanding of these expectations is important because meeting them may lead to greater satisfaction with care (Kravitz, 1996). Thus, this study was designed to (a) identify the importance to consumers of attributes of health care quality and nursing care quality, and (b) examine the relationship of quality of care importance ratings to health status and selected demographic variables.
Open Document