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Quality in preventive and health-promoting services: constructing an understanding through process
1Office of the Minister for Children, Dublin, Ireland. hanafins@gofree.indigo.ie
Journal of Nursing Management
|August 22, 2006
Summary
This study developed a new model for assessing health promotion service quality, incorporating diverse stakeholder views and organizational context. The model offers a framework for understanding quality in preventive health services.
Area of Science:
- Health Services Research
- Public Health
- Quality Management
Background:
- Assessing service quality in health promotion presents challenges.
- Difficulties include integrating multiple stakeholder perspectives, service processes, and organizational contexts.
Purpose of the Study:
- To develop a comprehensive model for evaluating service quality in health-promoting services.
- To address the complexities of multi-stakeholder viewpoints, service processes, and organizational context in quality assessment.
Main Methods:
- A collective case study approach was employed.
- National data from 946 public health nurses and 24 public health nurse managers were collected.
- Data were also gathered from 27 mothers with infants across four case study sites.
Main Results:
- A novel model of service quality was successfully developed.
- The model integrates multiple stakeholder perspectives, organizational context, service process, and outcomes.
- This framework provides a structured approach to quality assessment.
Conclusions:
- A seven-step process combined with five core concepts can effectively evaluate service quality.
- This framework is particularly applicable to predominantly preventive and health-promoting services.
- It offers a basis for understanding and improving service quality in public health settings.