Patients' perspective of quality of care in a high-dependency unit

This study was designed to identify and explore the patients' perspective of the concept quality of care within the context of a high-dependency unit (HDU). Data were collected in two phases. In phase one, 55 patients were interviewed to clarify the concept quality of care. In phase two, 77 patients were interviewed to explore this concept in further detail. This study has clarified the patients' concept of quality of care into the principal constructs of the environment, meeting individual needs, staff attitudes and manners, organization of care, communication, staff skills and family and friends. It has been successful in providing patients with a voice to comment upon an aspect of service provision. A well-known concept has been clarified and applied to a high-dependency environment. This has identified the need for future evaluation of HDUs to go beyond traditional physiological measures, to incorporate the service experience itself and the impact it has upon the patients.