User involvement in measuring service quality of local authority occupational therapy services; A new approach

International Journal of Consumer Studies

Volumn 25, Issue 2, 2001, Pages 150-159

  Sixma, Herman J ^a   Calnan, Siân ^b   Calnan, Michael ^c   Groenewegen, Peter P ^a  

^a NETHERLANDS INSTITUTE FOR HEALTH SERVICES RESEARCH   (Netherlands)

^b BRISTOL CITY COUNCIL   (United Kingdom)

^c UNIVERSITY OF BRISTOL   (United Kingdom)

Author keywords

Consumer empowerment; Methodology; OT services; Quality of care

Indexed keywords

EID: 84986568440     PISSN: 14706423     EISSN: 14706431     Source Type: Journal    
DOI: 10.1111/j.1470-6431.2001.00190.x     Document Type: Article

References (37)

1. Marquis, M.S., Ross Davies, A., Ware, J.E., (1983) Patient satisfaction and change in medical care provider: a longitudinal study. Medical Care, 21, 821-829.
2. Wartman, S.A., Morlock, L.L., Malitz, F.E., Palm, E.A., (1983) Patient understanding and satisfaction as predictors of compliance. Medical Care, 21, 886-891.
3. Thomas, J.W., (1984) Relating satisfaction with access to utilization of services. Medical Care, 22, 553-568.
4. Donabedian, A., (1988) Quality assessment and assurance: unity of purpose, diversity of means. Inquiry, 25, 173-192.
5. Donabedian, A., (1988) The quality of care: how can it be assessed? Journal of the American Medical Association, 260, 1743-1748.
6. Donabedian, A., (1992) Quality assurance in health care: consumers’ role. Quality in Health Care, 1, 247-251.
7. Aharony, L., & Strasser, S., (1993) Patient satisfaction: what we know about and what we still need to explore. Medical Care Review, 50, 49-70.
8. Rubin, H.R., Ware, J.E., Hays, R.D., (1990) The PJHQ questionnaire; exploratory factor analysis and empirical scale construction. Medical Care, (9), S22-S29.
9. Williams, B., (1994) Patient satisfaction: a valid concept? Social Science and Medicine, 38, 509-516.
10. Ross, C.A., Steward, C.A., Sinacone, J.M., (1995) A comparative study of seven measures of patient satisfaction. Medical Care, 33, 392-406.
11. Strasser, S., Aharony, L., Greenberger, D., (1993) The patient satisfaction process: moving toward a comprehensive model. Medical Care Review, 50, 219-248.
12. Øvretveit, J., (1992) Health service quality. an introduction to quality methods for health services. Blackwell Scientific, London.
13. Campen, C., Sixma, H., Friele, R.D., Kerssens, J.J., Peters, L., (1995) Quality of care and patient satisfaction: a review of measuring instruments. Medical Care Research and Review, 52, 109-133.
14. Nederlands Normalisatie Instituut (1992) Kwaliteitszorg en elementen van een kwaliteitssysteem, deel 2: richtlijnen voor diensten. Nederlandse Norm. NEN-ISO 9004.2. Nederlands Normalisatie Instituut, Delft.
15. Lebow, J.L., (1993) Research assessing consumer satisfaction with mental health treatment: a review of findings. Evaluation and Program Planning, 6, 211-236.
16. Parasuraman, A., Zeithaml, V.A., Berry, L.L., (1985) A. conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
17. Parasuraman, A., Zeithaml, V.A., Berry, L.L., (1988) SERVQUAL. a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
18. Zastowny, T.R., Stratmann, W.C., Adams, E.H., Fox, M.L., (1995) Patient satisfaction and experience with health services and quality of care. Quality Management in Health Care, 3, 50-61.
19. Cleary, D.C., & Edgman-Levitan, S., (1997) Health care quality; incorporating consumer perspectives. Journal of the American Medical Association, 278 (19), 1608-1612.
20. Ware, J.E., Snyder, M.K., Wright, W.R., Davies, A.R., (1983) Defining and measuring patient satisfaction with medical care. Evaluation and Program Planning, 6, 247-236.
21. Hall, J.A., & Dornan, M.C., (1990) Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Social Science and Medicine, 30, 811-818.
22. Hall, J.A., & Dornan, M.C., (1988) What patients like about their medical care and how often they are asked: a meta-analysis of the satisfaction literature. Social Science and Medicine, 27, 935-939.
23. Wensing, M., Grol, R., Smits, A., (1994) Quality judgements by patients on general practice care: a literature analysis. Social Science and Medicine, 38, 45-53.
24. Stamps, P.L., & Berger Finkelstein, J., (1981) Statistical analysis of an attitude scale to measure patient satisfaction with medical care. Medical Care, 19, 1108-1135.
25. Linder-Pelz, S., & Struening, E.L., (1985) The multidimensionality of patient satisfaction with a clinic visit. Journal of Community Health, 10, 42-54.
26. Consumers in NHS Research Support Unit (2000) Involving consumers in research and development in the NHS: brieving notes for researchers. The Help for Health Trust, Winchester.
27. Campen, C., Sixma, H.J., Kerssens, J.J., Peters, L., (1997) Assessing non-institutionalized asthma and COPD patients’ priorities and perceptions of quality of health care; the development of the QUOTE-CNSLD instrument. Journal of Asthma, 11, 531-538.
28. Campen, C., Sixma, H.J., Kerssens, J.J., Peters, L., (1998) Assessing patients’ priorities and perceptions of quality of health care; the development of the QUOTE-rheumatic-patients instrument. British Journal of Rheumatology, 37, 362-368.
29. Schouten, G., Sixma, H., Friele, F., (2000) De QUOTE-diabetes vragenlijst. Netherlands institute for health services research, Utrecht (the Netherlands).
30. Sixma, H.J., van Campen, C., Kerssens, J.J., Peters, L., (2000) Quality of care from the persective of elderly people: the QUOTE-elderly instrument. Age and Ageing, 29, 173-178. 10.1093/ageing/29.2.173
31. Sixma, H.J., Calnan, M.W., Groenewegen, P.P., (1999) Quality of care from the perspective of disabled people; cross-cultural adaptation of a new measuring instrument.
32. Sixma, H.J., Kerssens, J.J., van Campen, C., Peters, L., (1998) Quality of care from the patients’ perspective: from theoretical concept to a new measuring instrument. Health Expectations, 2, 82-95. DOI: 10.1046/j.1369-6513.1999.00048.x
33. Morgan, D., (1988) Focus groups as qualitative research. Sage, London.
34. Kitzinger, J., (1994) The methodology of focus groups: the importance of interaction between research participants. Sociology of Health and Illness, 16, 103-121.
35. Trochim, W.M.K., (1993) The Concept System. Concept Systems, Ithaka (NY).
36. Tabachnick, B.G., & Fidell, L.S., (1996) Using Multivariate Statistics. HarperCollins College Publishers, New York (NY).
37. Sixma, H.J., Calnan, M.W., Groenewegen, P.P., Calnan, S., (1999) Quality of care from the perspective of occupational therapy users. Final report. Netherlands institute for health services research, Utrecht (the Netherlands).