Evaluation of the Perception of Quality of Care of Patients Admitted to a Medical-Surgical ICU

NCT05931809 | Unknown

• 1 other identifier: HSD 2023 2
• Study Type: observational
• Target: 200
• Locations: 0 countries
• Sites: N/A

Brief Summary

The objective of this prospective observational cohort study is to describe the perception of quality of care of patients or reference companions admitted to a medical-surgical ICU.

Conditions

Critically Ill

Keywords

Critically ill patients; Servqual tool; Quality of care; Expectations; Perceptions

Outcome Measures

Primary Outcomes (1)

• Servqual tool

  The questionnaire consists of 5 domains with 22 questions graded from 1 to 7 according to perceived quality and expected in each sphere of care delivery. Domains are: 1. Tangibles. Equipment, physical structure, presentation of professionals and materials. 2. Reliability. Ability to resolve problems and resolve them within the deadline, and record without errors. 3. Availability and responsiveness. Ability to inform about the therapeutic plan, to execute on time, availability of professionals to help clients and degree of occupation of professionals to meet demands. 4. Security / Trust. Ability to inspire security, education of professionals and knowledge of processes by professionals. 5. Empathy. To provide individual attention, standard opening hours, sincere interest in resolving demands and ability to meet demands individually. The result is analyzed with the calculation: Average result of reality - Average result of expectation = Gap of perception of quality of care.

  30 days

Interventions

Serqual tool BEHAVIORAL

The SERVQUAL scale will be applied with the questionnaire of expectations in the first 24 hours after admission and perception questionnaire within the first 24 hours after discharge.

Eligibility Criteria

• Age: 18 Years+
• Sex: all
• Healthy Volunteers: No
• Age Groups: Adult (18-64), Older Adult (65+)
• Sampling Method: Probability Sample

Study Population

All adult patients admitted to the 53 beds general ICU during the study period. The SERVQUAL scale will be applied with the questionnaire of expectations in the first 24 hours of admission and perception questionnaire within the first 24 hours after discharge.

You may qualify if:

• Patients ≥ 18 years old
• consent form signed by the patient or a family member.

You may not qualify if:

• Patients unable to respond and who do not have reference companions
• Patients readmitted to the ICU during the study period.

Sponsors & Collaborators

• Hospital Sao Domingos: lead

Related Publications (7)

• Burstin H, Leatherman S, Goldmann D. The evolution of healthcare quality measurement in the United States. J Intern Med. 2016 Feb;279(2):154-9. doi: 10.1111/joim.12471.

  PMID: 26785953 RESULT

• Sixma HJ, Kerssens JJ, Campen CV, Peters L. Quality of care from the patients' perspective: from theoretical concept to a new measuring instrument. Health Expect. 1998 Nov;1(2):82-95. doi: 10.1046/j.1369-6513.1998.00004.x.

  PMID: 11281863 RESULT

• Jonkisz A, Karniej P, Krasowska D. The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries. Int J Environ Res Public Health. 2022 Jun 26;19(13):7831. doi: 10.3390/ijerph19137831.

  PMID: 35805492 RESULT

• Malathi A, Jasim KM. Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL. Int J Med Inform. 2022 Dec;168:104883. doi: 10.1016/j.ijmedinf.2022.104883. Epub 2022 Oct 5.

  PMID: 36209699 RESULT

• Regaira Martinez E, Sola Iriarte M, Goni Viguria R, Del Barrio Linares M, Margall Coscojuela MA, Asiain Erro MC. [Care quality in intensive care evaluated by the patients using a service quality scale (SERVQUAL)]. Enferm Intensiva. 2010 Jan-Mar;21(1):3-10. doi: 10.1016/j.enfi.2009.10.001. Epub 2010 Feb 1. Spanish.

  PMID: 20170830 RESULT

• Lu SJ, Kao HO, Chang BL, Gong SI, Liu SM, Ku SC, Jerng JS. Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan. BMC Health Serv Res. 2020 Sep 29;20(1):908. doi: 10.1186/s12913-020-05764-8.

  PMID: 32993641 RESULT

• Fan LH, Gao L, Liu X, Zhao SH, Mu HT, Li Z, Shi L, Wang LL, Jia XL, Ha M, Lou FG. Patients' perceptions of service quality in China: An investigation using the SERVQUAL model. PLoS One. 2017 Dec 22;12(12):e0190123. doi: 10.1371/journal.pone.0190123. eCollection 2017.

  PMID: 29272312 RESULT

MeSH Terms

Conditions

Critical Illness

Condition Hierarchy (Ancestors)

Disease Attributes; Pathologic Processes; Pathological Conditions, Signs and Symptoms

Central Study Contacts

JOSE AZEVEDO, MD, PhD

CONTACT

+559832168110; jrazevedo47@gmail.com

LUIS TUPINAMBA JR, MD

CONTACT

+559832168110; francatupinamba@hotmail.com

Study Design

• Study Type: observational
• Observational Model: COHORT
• Time Perspective: PROSPECTIVE
• Sponsor Type: OTHER
• Responsible Party: PRINCIPAL INVESTIGATOR
• PI Title: ICU Assistent Physician

Study Record Dates

• First Submitted: June 17, 2023
• First Posted: July 5, 2023
• Study Start: July 1, 2023
• Primary Completion: September 30, 2023
• Study Completion: November 1, 2023
• Last Updated: July 5, 2023

Record last verified: 2023-06

Data Sharing

• IPD Sharing: Will not share