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An exploration of how domains of quality of care relate to overall care experience

Ashley Jill Shepherd (Faculty of Health Sciences and Sport, University of Stirling, Stirling, UK)
Julie Cowie (Nursing, Midwifery and Allied Health Professions Research Unit, Glasgow Caledonian University, Glasgow, UK)
Michelle Beattie (Department of Nursing, University of the Highlands and Islands, Inverness, UK)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 10 June 2019

483

Abstract

Purpose

The purpose of this paper is to determine the relative influence of the different domains of healthcare quality from the Care Experience Feedback Improvement Tool (CEFIT) and identify key predictors of healthcare quality from the patients’ perspective. Measurement is necessary to determine whether the quality of healthcare is improving. The CEFIT was developed as a brief measure of patient experience. It is important to determine the relative influence of the different domains of healthcare quality to further clarify how the CEFIT can be used and identify key predictors of healthcare quality from the patients’ perspective.

Design/methodology/approach

In sum, 802 people with a healthcare experience during the previous 12 months were telephoned to complete the CEFIT questions and an additional 11-point global rating of patient experience. To estimate the influence of different domains of healthcare quality on patient overall ratings of quality of healthcare experience, the authors regressed the overall rating of patient experience with each component of quality (safety, effectiveness, timely, caring, enables system navigation and person-centred).

Findings

The authors found that all of the domains of the CEFIT influenced patient experience ratings of healthcare quality. Specifically, results show the degree of influence, the impact of demographics and how high scores for overall rating of patient experience can be predicted.

Originality/value

The findings suggest that all of the CEFIT domains are important in terms of capturing the wholeness of the patient experience of healthcare quality to direct local quality improvement.

Keywords

Acknowledgements

Conflict of interests: the authors declare that they have no competing interests.

The University of Stirling provided funding to embed the CEFIT questions within the Queensland Annual Social Survey. AS devised and developed this paper. MB devised quality questions, and JC analysed data, and both helped develop this paper. The authors would like to thank the survey participants, without them CEFIT would not have been developed.

Citation

Shepherd, A.J., Cowie, J. and Beattie, M. (2019), "An exploration of how domains of quality of care relate to overall care experience", International Journal of Health Care Quality Assurance, Vol. 32 No. 5, pp. 844-856. https://doi.org/10.1108/IJHCQA-07-2018-0183

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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