Patient involvement in quality management of healthcare services

A quantitative approach with 141 institutions located in 18 states and the Federal District, using an assessment survey from February to May of 2016. Data collection occurred via a questionnaire on the Web, using the SurveyMonkeyÓ online survey & questionnaire software. The questionnaire included questions to characterize the institutions and respondents, and seven questions related to the participation of patients in the quality management process.

Results:

The activities performed by most of the institutions were “patient satisfaction surveys” and “formal process for communication with patients regarding their questions, suggestions and complaints”. The mean number of activities performed was 3.84 out of the seven activities evaluated.

Conclusion:

Assuming a scale from 0 to 3, approximately 70% of the institutions were classified between stage 0 (patient is not involved) and 1 (participation in evaluation of the quality goals).

Keywords
Quality of health care; Quality improvement; Patients; Quality management; Health managment

Activities	Total		Total
Activities	n	No (%)	Partial (%)	Yes (%)
1. Assessment of quality goals	137	43.07 [34.78;51.36]	18.25 [11.78; 24.72]	38.69 [30.53; 46.85]
2. Development of quality criteria	138	36.23 [28.21; 44.25]	16.67 [10.45; 22.89]	47.10 [38.77; 55.43]
3. Participation in committees and improvement projects	138	48.55 [40.21; 56.89]	10.87 [5.68; 16.06]	40.58 [32.39; 48.77]
4. Development of quality guidelines	139	40.29 [32.14; 48.44]	16.55 [10.37; 22.73]	43.17 [34.94; 51.40]
5. Involvement of patient relatives	132	20.45 [13.57; 27.33]	29.55 [21.77; 37.33]	50.00 [41.47; 58.53]
6. Patient satisfaction survey	139	0.72 [0.00; 2.13]	12.95 [7.37; 18.53]	86.33 [80.62; 92.04]
7. Formal process for communication	139	2.88 [0.10; 5.66]	12.95 [7.37; 18.53]	84.17 [78.10; 90.24]
Mean of activities by institution
“Yes” answers	3.84 (of seven) (Standard deviation: 2.05)
”Yes” and “Partial” answers	4.99 (of seven) (Standard deviation: 1.91)

Variable	Spearman's correlation analysis
Variable	Correlation coefficient	p-value
Has a quality service (yes or no)	0.260	0.002
Capacity (small, medium, large, extra capacity hospital or not applicable/other type of establishment)	0.152	0.072
Type of facility (private or public)	0.035	0.679

Escola Paulista de Enfermagem, Universidade Federal de São Paulo R. Napoleão de Barros, 754, 04024-002 São Paulo - SP/Brasil, Tel./Fax: (55 11) 5576 4430 - São Paulo - SP - Brazil
E-mail: actapaulista@unifesp.br

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[1] Corresponding author Ana Maria Saut Prof. Almeida Prado Avenue, Cross 2, 128, 05508-900, São Paulo, SP, Brazil. ana.saut@usp.br