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Published on: February 16, 2011
Using client experiences for quality improvement in long-term care organizations.
Marloes Zuidgeest1, Mathilde Strating, Katrien Luijkx
1TRANZO, Scientific Centre for Care and Welfare, Faculty of Social and Behavioural Sciences, Tilburg University, PO Box 90153,5000 LE Tilburg, The Netherlands. m.zuidgeest@casema.nl
Summary
Client feedback from Consumer Quality Index (CQ-index or CQI) questionnaires is not always systematically used for quality improvement in Dutch nursing homes. While some organizations effectively integrate client experiences, others show less systematic application, highlighting a need for better guidance.
Area of Science:
- Healthcare Management
- Quality Improvement in Long-Term Care
- Patient Experience Measurement
Background:
- Client experiences are increasingly recognized as crucial for enhancing healthcare quality.
- The Consumer Quality Index (CQ-index or CQI) is a tool used to measure these experiences.
Purpose of the Study:
- To investigate the utilization of CQ-index/CQI data for quality improvement initiatives within Dutch nursing homes and elderly care facilities.
Main Methods:
- Face-to-face interviews were conducted with 47 employees across 12 long-term care organizations in the Netherlands.
- Participants included frontline staff, quality managers, and management representatives.
- Interviews focused on quality policies and the application of CQI data.
Main Results:
- Organizations with systematic integration of client experiences showed more active CQI use for quality improvement, involving dissemination, project groups, and all staff.
- These organizations often held quality policy certifications.
- In contrast, other organizations used CQI information less systematically, with limited staff involvement or reliance on primary process employees for initiatives.
- Improvement initiatives ranged from increased individual client time to changes in food services.
Conclusions:
- Mandatory measurement of client experiences does not guarantee their use for quality improvement.
- While client feedback has spurred initiatives, their actual effectiveness requires further evaluation.
- There is a clear need for guidance on effectively improving client experiences based on feedback.
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