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Importance-performance analysis: Revisiting a tool for the evaluation of clinical services

health 2014年第5期6卷 285-291页

作者： Juliana Rocha Goncalves Andres Pinto Marilia Jesus Batista Antonio Carlos Pereira Glaucia Maria Bovi Ambrosano Department of Community Oral health Piracicaba Dental SchoolUniversity of Campinas—UNICAMP PiracicabaBrazil Department of Oral and Maxillofacial Medicine and Diagnostic Sciences University Hospitals Case Medical Center and School of Dental MedicineCase Western Reserve UniversityClevelandUSA

The importance-performance analysis method (IPA) is used in market research in order to measure the level of customer satisfaction. The aim of this study was to evaluate and highlight the use of IPA as a management tool to measure quality of dental services. We suggest that this method can be easily implemented in a dental educational setting, as a performance outcome measure that includes patient input. The study was conducted in a dental service through a valid questionnaire, SERVQUAL. This instrument explores levels of service quality perceived by patients. It was conducted in four companies in Brazil in 2011 (derived from different industry segments;two from textiles, one from hospital care and the other from the manufacturing industry) in two States (S?o Paulo and Minas Gerais). These companies were covered by the same dental managed care organization which contracted with independent dentists to provide care. The study was divided into two stages: the first, in which beneficiaries answered the questionnaire prior to receiving dental treatment, and the second when the same beneficiaries answered after completing their dental treatment. Data obtained from SERVQUAL generated graphs that were used to characterize the IPA matrix using several dimensions of care. The Assurance Dimension had the highest average in both expectation and perception. The Reliability dimension showed the value of the most negative GAP among the dimensions, and the best value occurred in the Responsiveness dimension. The IPA tool may be effective in Dental Medicine since it highlights the key points to be improved in the delivery of dental services in a clinical setting.

关键词： Quality of health Care Quality Indicators health Care Dental health Education health services evaluation

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Longitudinal Care evaluation in Child healthcare

引用

Open Journal of Nursing 2016年第10期6卷 902-909页

作者： Dandara Rayssa Silva de Souza Tainara Lôrena dos Santos Ferreira Fábia Barbosa de Andrade Undergraduate Nursing in the health Sciences School (FACISA) Federal University of Rio Grande do Norte (UFRN) Santa Cruz/RN Brazil health Sciences School (FACIS) Federal University of Rio Grande do Norte (UFRN) Santa Cruz/RN Brazil

Objective: To evaluate the essential attribute of Primary health Care, longitudinal care, care directed at children from birth to two years old. Methods: This is a descriptive and exploratory study of evaluative character and quantitative approach, conducted with parents/caregivers of 186 children, younger than two years old, patients of primary health care services in the city of Santa Cruz/RN, Brazil. For data collection, the instrument Primary Care Assessment Tools (PCA Tools) was used, and the results of the questions dealing with longitudinal attribute were evaluated. The data were stored and processed in Statistical Package for Social Sciences (SPSS). The study was approved by the Research Ethics Committee of the health Sciences School of Trairí, under number 348896. Results: The mean age of children in months was 8.21;84.4% (n = 157) were assisted by the same doctor/nurse every time;in 81.7% (n = 152) of cases the doctor/nurse know the full medical history of the child;73.7% (n = 137) answered that the professional know their child more as a person than just as someone with a health problem;48.9% (n = 91) stated that the doctor/nurse do not know their family very well;86.6% (n = 161) reported finding the doctor/nurse understands what is saying or questioning;96.2 (n = 179) of respondents said the doctor/nurse answers the questions so that they understand;96.2% (n = 179) of the interviewed said they feel comfortable telling the concerns or problems of their child to the doctor/nurse;66.7% (n = 124) claimed that they would not change the service/doctor/nurse to another health service. Conclusion: It is concluded that the attribute was well rated by the mothers of children seen in primary health care services and that they can establish good communication and relationship with the health professionals who treat their children.

关键词： Primary health Care Child health health services evaluation

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