The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach
Abstract Background To optimize home care, it is essential to determine how care recipients experience quality of care. Traditionally, quality of care is measured with normative quality indicators such as safety, efficiency, or prevalence rates such as falls. The growing interest for qualitative pat...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
SpringerOpen
2020-11-01
|
| Series: | Journal of Patient-Reported Outcomes |
| Subjects: | |
| Online Access: | http://link.springer.com/article/10.1186/s41687-020-00260-3 |
| _version_ | 1831735345244274688 |
|---|---|
| author | Roy Haex Theresa Thoma-Lürken Sandra Zwakhalen Anna Beurskens |
| author_facet | Roy Haex Theresa Thoma-Lürken Sandra Zwakhalen Anna Beurskens |
| author_sort | Roy Haex |
| collection | DOAJ |
| description | Abstract Background To optimize home care, it is essential to determine how care recipients experience quality of care. Traditionally, quality of care is measured with normative quality indicators such as safety, efficiency, or prevalence rates such as falls. The growing interest for qualitative patient-reported experience measures in home care requires insight into the needs of care receivers, providers, and organizations as key-stakeholders. Each stakeholder has their own needs that are important to communicate and use to conduct thorough comparisons before implementing new experience measures. This study aims to understand the needs of clients, formal/informal caregivers, and managers/policy officers in measuring client’s experienced quality of care in home care. Methods Four focus group interviews and 25 semi-structured interviews with key-stakeholders were conducted and analyzed by means of content analysis. The value-proposition canvas was used as a thematic framework to explore the purpose of experience quality of care measures and related pains and gains. Results There were two main purposes for measuring experienced quality of care: first improving the primary care process of individual clients and second for learning and improving in home care team. Using experienced quality of care measures for external accountability and transparency on an organizational or national level were considered less relevant. Among others, participants described not having time and no clear procedure for conducting an evaluation as a pain of the current methods used to evaluate perceived quality of home care. As gains they put forward the ability to informally evaluate experiences during care delivery and to openly discuss complaints with a familiar caregiver. Conclusions This study advocates that home care organizations should be aware of the goal of quality of care measures. They should consider selecting experienced quality of care measures mainly for improving primary care processes of individual clients. The results also underline the relevance of adopting next to quantitative evaluations, more narrative evaluation methods which support communicating openly on care experiences, leading to concrete point-of-improvement. The findings of this study can serve as a guide for both the development or selection of adequate methods, from the perspectives of key-stakeholders, in assessing experienced quality in home care. |
| first_indexed | 2024-12-21T12:25:31Z |
| format | Article |
| id | doaj.art-42104993bcad449f99a7ed1961b99956 |
| institution | Directory Open Access Journal |
| issn | 2509-8020 |
| language | English |
| last_indexed | 2024-12-21T12:25:31Z |
| publishDate | 2020-11-01 |
| publisher | SpringerOpen |
| record_format | Article |
| series | Journal of Patient-Reported Outcomes |
| spelling | doaj.art-42104993bcad449f99a7ed1961b999562022-12-21T19:04:11ZengSpringerOpenJournal of Patient-Reported Outcomes2509-80202020-11-014111210.1186/s41687-020-00260-3The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approachRoy Haex0Theresa Thoma-Lürken1Sandra Zwakhalen2Anna Beurskens3CAPHRI Care and Public Health Research Institute, Department of Health Services Research, Living Lab on Ageing and Long-Term Care, Maastricht UniversityCAPHRI Care and Public Health Research Institute, Department of Health Services Research, Living Lab on Ageing and Long-Term Care, Maastricht UniversityCAPHRI Care and Public Health Research Institute, Department of Health Services Research, Living Lab on Ageing and Long-Term Care, Maastricht UniversityCAPHRI Care and Public Health Research Institute, Department of Family Medicine, Maastricht UniversityAbstract Background To optimize home care, it is essential to determine how care recipients experience quality of care. Traditionally, quality of care is measured with normative quality indicators such as safety, efficiency, or prevalence rates such as falls. The growing interest for qualitative patient-reported experience measures in home care requires insight into the needs of care receivers, providers, and organizations as key-stakeholders. Each stakeholder has their own needs that are important to communicate and use to conduct thorough comparisons before implementing new experience measures. This study aims to understand the needs of clients, formal/informal caregivers, and managers/policy officers in measuring client’s experienced quality of care in home care. Methods Four focus group interviews and 25 semi-structured interviews with key-stakeholders were conducted and analyzed by means of content analysis. The value-proposition canvas was used as a thematic framework to explore the purpose of experience quality of care measures and related pains and gains. Results There were two main purposes for measuring experienced quality of care: first improving the primary care process of individual clients and second for learning and improving in home care team. Using experienced quality of care measures for external accountability and transparency on an organizational or national level were considered less relevant. Among others, participants described not having time and no clear procedure for conducting an evaluation as a pain of the current methods used to evaluate perceived quality of home care. As gains they put forward the ability to informally evaluate experiences during care delivery and to openly discuss complaints with a familiar caregiver. Conclusions This study advocates that home care organizations should be aware of the goal of quality of care measures. They should consider selecting experienced quality of care measures mainly for improving primary care processes of individual clients. The results also underline the relevance of adopting next to quantitative evaluations, more narrative evaluation methods which support communicating openly on care experiences, leading to concrete point-of-improvement. The findings of this study can serve as a guide for both the development or selection of adequate methods, from the perspectives of key-stakeholders, in assessing experienced quality in home care.http://link.springer.com/article/10.1186/s41687-020-00260-3Care relationshipExperienced qualityHome careNursingOlder peopleInformal caregiving |
| spellingShingle | Roy Haex Theresa Thoma-Lürken Sandra Zwakhalen Anna Beurskens The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach Journal of Patient-Reported Outcomes Care relationship Experienced quality Home care Nursing Older people Informal caregiving |
| title | The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach |
| title_full | The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach |
| title_fullStr | The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach |
| title_full_unstemmed | The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach |
| title_short | The needs of key-stakeholders for evaluating client’s experienced quality of home care: a qualitative approach |
| title_sort | needs of key stakeholders for evaluating client s experienced quality of home care a qualitative approach |
| topic | Care relationship Experienced quality Home care Nursing Older people Informal caregiving |
| url | http://link.springer.com/article/10.1186/s41687-020-00260-3 |
| work_keys_str_mv | AT royhaex theneedsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT theresathomalurken theneedsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT sandrazwakhalen theneedsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT annabeurskens theneedsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT royhaex needsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT theresathomalurken needsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT sandrazwakhalen needsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach AT annabeurskens needsofkeystakeholdersforevaluatingclientsexperiencedqualityofhomecareaqualitativeapproach |