Admission and Accessibility
|
System access |
3 |
6 |
Improved access to care |
15 |
Immediate access |
10 |
Admission |
45, 51 |
First contact |
19 |
Hospital Discharge and Care Transition |
Information on hospital discharge and transition of care and care |
1, 9, 22, 23, 41, 45, 46, 48, 51 |
19 |
Continuity and Transition |
16, 32, 43 |
Relational, informational, and managerial continuity |
31 |
Discharge information |
1, 2, 7, 8, 21, 22, 23, 39, 41, 48 |
Preparation for discharge |
42 |
Hospital Environment |
|
Food |
51 |
18 |
Healing environment |
33 |
Sociocultural atmosphere |
27, 28, 50 |
Physical comfort |
16, 32, 43 |
Visit coordination and quality |
15 |
Tranquility and Cleanliness |
1, 2, 22, 23, 46, 48 |
Organization |
18 |
Privacy |
5, 10 |
Communication and Information |
|
|
Ability to transmit information |
13 |
29 |
Communication with nurses |
1, 2, 7, 8, 9, 11, 21, 22, 23, 29, 36, 39, 40, 45, 46, 48 |
Communication with doctors |
1, 2, 9, 11, 15, 21, 22, 23, 29, 39, 40, 45, 46, 48 |
General communication |
18, 42 |
Communication about medications |
1, 2, 7, 8, 9, 14, 18, 21, 22, 23, 29, 39, 46, 48 |
Provision of information |
10 |
Information |
16, 32, 43 |
information and communication |
5 |
Information about exams/tests |
18, 38 |
Information about future complaints |
18 |
Guidance |
15, 19 |
Perception of being informed |
12 |
Responding to Concerns and Complaints |
42 |
Care and Safety |
|
Pain control |
1, 2, 5, 8, 9, 21, 22, 23, 29, 36, 39, 44, 46, 48 |
24 |
Care coordination |
10, 16, 32, 43 |
Beware at the right time |
3 |
Care and treatment |
51 |
Safe care |
5 |
Best and worst aspects of care |
26 |
Care orientation |
15 |
Care plan |
33 |
Quality of care |
10 |
Safety |
3, 33, 37 |
Hospital Team |
|
Heads up |
3 |
26 |
General service/team support |
10, 15 |
Ability to develop the service reliably and accurately |
13 |
Responsiveness |
1, 2, 8, 21, 22, 23, 36, 39, 40, 45, 46, 48 |
Commitment |
27, 50 |
Connection with the team |
37, 44 |
Reliability |
13 |
Knowledge |
13, 37 |
Coordination |
5, 19 |
Courtesy |
13 |
Disposition |
13 |
Education |
16, 32, 43 |
Empathy |
13 |
Identification with patients |
34 |
Precision |
13 |
Speed |
13 |
Respect |
5, 10, 16, 32, 43 |
Sensitivity |
13 |
Emotional support |
16, 32, 43 |
Teamwork |
15, 34 |
Experience |
|
|
Experience with the product (service) |
20 |
8 |
General experience at the hospital |
26, 44 |
Overall impression |
16, 32, 43, 51 |
General satisfaction |
18 |
Infrastructure |
|
Technical and physical conditions |
27, 28, 50 |
11 |
Hospital and equipment |
13, 18 |
Infrastructure |
24 |
Facilities, characteristics, and location situation |
10, 13, 27, 50, 51 |
Communication materials |
13 |
Management practices |
47 |
Available services |
19 |
Quality and Services |
|
Medical assistance/services |
4, 18 |
|
Nursing care/services |
4, 18 |
13 |
Hospital general classification |
8, 11, 34, 36, 41, 44 |
Physician's technical competence |
27, 28, 50 |
|
General perception of quality |
4 |
|
Room quality |
40 |
|
General Quality / Quality |
33 |
|
Feelings and Behaviors |
|
Emotion or cognition |
25 |
8 |
Moments of truth |
20 |
Peace of mind |
20 |
Possibility of recommendation |
11, 34, 36, 44 |
Personal value |
35, 37 |
Treatment |
|
|
Functional and transactional aspects of treatment |
37 |
4 |
Availability of medications |
24 |
Efficiency |
3 |
Focus on the result |
20 |
Dealing with the Patient and Family |
|
|
Identity-oriented approach |
27, 28, 50 |
13 |
Person-centered service/individualized care |
13, 33, 45 |
Dignity of the patient |
33 |
Involvement, contact and positive treatment of significant people, family, and friends |
16, 27, 32, 42, 43, 50 |
Involvement/participation of the patient in the decision/treatment |
10, 12, 27, 42, 50 |
Emotional and Spiritual Needs |
42 |
Physical and personal needs |
10, 27, 50 |
Preparation for hospital admission |
5 |
Treatment of patient’s feedback |
10 |