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Identifying quality indicators for home care services: a modified Delphi and Analytic Hierarchy Process study.

Qiu-Lan Zheng1, Ling-Na Kong2,3, Ping Hu4

  • 1Department of Nursing, The Second Affiliated Hospital of Chongqing Medical University, Chongqing, China.

BMC Nursing
|July 18, 2024
PubMed
Summary

This study identified key quality indicators for home care services from the patient

Keywords:
Analytic Hierarchy ProcessDelphiHome care servicesNursing managementQuality indicatorsQuality of care

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Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Service Quality Assessment

Background:

  • Patients receiving home care services have the most direct experience of service quality.
  • Limited understanding exists regarding quality indicators for home care from a patient's viewpoint.
  • This research addresses the gap in knowledge concerning patient-centric home care quality metrics.

Purpose of the Study:

  • To identify quality indicators for home care services.
  • To utilize the Service Quality model as a framework for identifying these indicators.
  • To determine the relative importance (weights) of identified home care quality indicators.

Main Methods:

  • A two-round Delphi survey was employed with national experts.
  • Analytic Hierarchy Process (AHP) consultation was used to determine indicator weights.
  • Consensus was established at 80% agreement on indicator importance.

Main Results:

  • High response rates of 95.0% and 97.4% were achieved in the Delphi survey.
  • Five first-level (tangibility, reliability, responsiveness, assurance, empathy) and 23 second-level indicators were identified.
  • Weight coefficients for first-level indicators ranged from 0.110-0.298, and for second-level indicators, from 0.019-0.088.

Conclusions:

  • Key quality indicators for home care services, grounded in the Service Quality model, have been successfully identified.
  • These validated indicators provide a framework for evaluating home care service quality from the patient's perspective.
  • The findings can guide prioritization and enhance the overall quality of home care delivery.