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Updated: May 20, 2026
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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Quality from the patient's perspective: a one-year trial.
Liselotte Jakobsson1, Leif Holmberg
1Department of Health and Society, Kristianstad University, Kristianstad, Sweden. liselotte.jakobsson@hkr.se
Summary
Patient satisfaction with healthcare information improved with new guidelines, but socio-cultural aspects and cooperation were more critical for perceived quality. Enhancing patient participation is key to improving overall care.
Area of Science:
- Healthcare quality assessment
- Patient satisfaction studies
- Health services research
Background:
- Patients often report high satisfaction with general care but dissatisfaction with specific information received.
- Standardized guidelines can influence patient perceptions of healthcare quality.
Purpose of the Study:
- To evaluate how changes in information routines impact patient perceptions of healthcare service quality.
- To assess the feasibility of a specific instrument for healthcare quality assessment in daily practice.
Main Methods:
- A questionnaire survey using the "quality from the patient's perspective" (QPP) instrument was administered.
- Patients from gynaecological and haematological wards (n=71) and a comparison group (n=67) were surveyed at diagnosis, 6, and 12 months.
- Data collection occurred over 36 months, with standardized guidelines for nursing performance and information provision introduced.
Main Results:
- The study group reported increased satisfaction with information provided by nurses (p=0.001), but not physicians.
- Patients placed greater emphasis on socio-cultural issues than on information alone.
- Cooperation and participation were perceived as high-quality indicators by patients.
Conclusions:
- While information satisfaction impacts overall quality, socio-cultural factors and patient cooperation are more significant drivers of perceived quality.
- Improving healthcare quality is best achieved through fostering patient participation and cooperation.
- The study highlights the importance of the "softer side" of care in patient satisfaction.
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