TY - JOUR
T1 - Multi-stakeholder perspectives in defining health-services quality in cataract care
AU - Stolk-Vos, Aline C
AU - van de Klundert, Joris J
AU - Maijers, Niels
AU - Zijlmans, Bart L M
AU - Busschbach, Jan J V
N1 - © The Author 2017. Published by Oxford University Press in association with the International Society for Quality in Health Care. All rights reserved. For permissions, please e-mail: [email protected]
PY - 2017/8/1
Y1 - 2017/8/1
N2 - Objective: To develop a method to define a multi-stakeholder perspective on health-service quality that enables the expression of differences in systematically identified stakeholders' perspectives, and to pilot the approach for cataract care.Design: Mixed-method study between 2014 and 2015.Setting: Cataract care in the Netherlands.Participants: Stakeholder representatives.Intervention(s): We first identified and classified stakeholders using stakeholder theory. Participants established a multi-stakeholder perspective on quality of cataract care using concept mapping, this yielded a cluster map based on multivariate statistical analyses. Consensus-based quality dimensions were subsequently defined in a plenary stakeholder session.Main outcome measure(s): Stakeholders and multi-stakeholder perspective on health-service quality.Results: Our analysis identified seven definitive stakeholders, as follows: the Dutch Ophthalmology Society, ophthalmologists, general practitioners, optometrists, health insurers, hospitals and private clinics. Patients, as dependent stakeholders, were considered to lack power by other stakeholders; hence, they were not classified as definitive stakeholders. Overall, 18 stakeholders representing ophthalmologists, general practitioners, optometrists, health insurers, hospitals, private clinics, patients, patient federations and the Dutch Healthcare Institute sorted 125 systematically collected indicators into the seven following clusters: patient centeredness and accessibility, interpersonal conduct and expectations, experienced outcome, clinical outcome, process and structure, medical technical acting and safety. Importance scores from stakeholders directly involved in the cataract service delivery process correlated strongly, as did scores from stakeholders not directly involved in this process.Conclusions: Using a case study on cataract care, the proposed methods enable different views among stakeholders concerning quality dimensions to be systematically revealed, and the stakeholders jointly agreed on these dimensions. The methods helped to unify different quality definitions and facilitated operationalisation of quality measurement in a way that was accepted by relevant stakeholders.
AB - Objective: To develop a method to define a multi-stakeholder perspective on health-service quality that enables the expression of differences in systematically identified stakeholders' perspectives, and to pilot the approach for cataract care.Design: Mixed-method study between 2014 and 2015.Setting: Cataract care in the Netherlands.Participants: Stakeholder representatives.Intervention(s): We first identified and classified stakeholders using stakeholder theory. Participants established a multi-stakeholder perspective on quality of cataract care using concept mapping, this yielded a cluster map based on multivariate statistical analyses. Consensus-based quality dimensions were subsequently defined in a plenary stakeholder session.Main outcome measure(s): Stakeholders and multi-stakeholder perspective on health-service quality.Results: Our analysis identified seven definitive stakeholders, as follows: the Dutch Ophthalmology Society, ophthalmologists, general practitioners, optometrists, health insurers, hospitals and private clinics. Patients, as dependent stakeholders, were considered to lack power by other stakeholders; hence, they were not classified as definitive stakeholders. Overall, 18 stakeholders representing ophthalmologists, general practitioners, optometrists, health insurers, hospitals, private clinics, patients, patient federations and the Dutch Healthcare Institute sorted 125 systematically collected indicators into the seven following clusters: patient centeredness and accessibility, interpersonal conduct and expectations, experienced outcome, clinical outcome, process and structure, medical technical acting and safety. Importance scores from stakeholders directly involved in the cataract service delivery process correlated strongly, as did scores from stakeholders not directly involved in this process.Conclusions: Using a case study on cataract care, the proposed methods enable different views among stakeholders concerning quality dimensions to be systematically revealed, and the stakeholders jointly agreed on these dimensions. The methods helped to unify different quality definitions and facilitated operationalisation of quality measurement in a way that was accepted by relevant stakeholders.
KW - Cataract
KW - Community-Based Participatory Research
KW - Delivery of Health Care/methods
KW - Health Services/standards
KW - Humans
KW - Netherlands
KW - Patient Safety
KW - Patient-Centered Care/standards
KW - Pilot Projects
KW - Quality of Health Care
KW - Treatment Outcome
U2 - 10.1093/intqhc/mzx048
DO - 10.1093/intqhc/mzx048
M3 - Article
C2 - 28498929
SN - 1353-4505
VL - 29
SP - 470
EP - 476
JO - International journal for quality in health care : journal of the International Society for Quality in Health Care
JF - International journal for quality in health care : journal of the International Society for Quality in Health Care
IS - 4
ER -