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Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation
BACKGROUND: Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). As consultants, we should now attempt to improve the quality of our teams by utilizing a method mainly used in the business field. We aimed to investigate the effects of iterati...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
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BioMed Central
2021
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7978439/ https://www.ncbi.nlm.nih.gov/pubmed/33740950 http://dx.doi.org/10.1186/s12904-021-00741-2 |
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author | Kawabata, Noriyuki Nin, Mikio |
author_facet | Kawabata, Noriyuki Nin, Mikio |
author_sort | Kawabata, Noriyuki |
collection | PubMed |
description | BACKGROUND: Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). As consultants, we should now attempt to improve the quality of our teams by utilizing a method mainly used in the business field. We aimed to investigate the effects of iterative evaluation of customer satisfaction surveys, filled by physicians and ward nurses in this study, for quality improvement of PCCTs. METHODS: In October 2019, the participants filled the first questionnaire survey about palliative care and PCCTs at a 678-bed hospital, and improvement areas were uncovered. Refinements were planned and implemented, and then reevaluated using the second questionnaire survey in March 2020. RESULTS: In addition to the characteristics of our clients evaluated from approximately 500 valid responses, the first survey showed that the response rate of the questionnaire, knowledge of palliative care and PCCTs, and publicity of the PCCT were recognized as issues needing attention. We planned to contrive ways to collect questionnaires, hold monthly workshops for palliative care, launch newsletters of palliative care, and go on client rounds. The second survey revealed improvements in the physicians’ response rate (p = 0.02), the accuracy rate of application of PCCTs in Japan (p < 0.01), and ward nurses’ confidence in opioid use (p = 0.04) and tendency toward easier accessibility to the PCCT (p = 0.07). CONCLUSION: Continual quality improvements through iterative, customer satisfaction survey-driven evaluation are a widely established practice in the business field. By using this appropriately, we could enable PCCTs to improve their quality. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1186/s12904-021-00741-2. |
format | Online Article Text |
id | pubmed-7978439 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | BioMed Central |
record_format | MEDLINE/PubMed |
spelling | pubmed-79784392021-03-22 Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation Kawabata, Noriyuki Nin, Mikio BMC Palliat Care Research Article BACKGROUND: Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). As consultants, we should now attempt to improve the quality of our teams by utilizing a method mainly used in the business field. We aimed to investigate the effects of iterative evaluation of customer satisfaction surveys, filled by physicians and ward nurses in this study, for quality improvement of PCCTs. METHODS: In October 2019, the participants filled the first questionnaire survey about palliative care and PCCTs at a 678-bed hospital, and improvement areas were uncovered. Refinements were planned and implemented, and then reevaluated using the second questionnaire survey in March 2020. RESULTS: In addition to the characteristics of our clients evaluated from approximately 500 valid responses, the first survey showed that the response rate of the questionnaire, knowledge of palliative care and PCCTs, and publicity of the PCCT were recognized as issues needing attention. We planned to contrive ways to collect questionnaires, hold monthly workshops for palliative care, launch newsletters of palliative care, and go on client rounds. The second survey revealed improvements in the physicians’ response rate (p = 0.02), the accuracy rate of application of PCCTs in Japan (p < 0.01), and ward nurses’ confidence in opioid use (p = 0.04) and tendency toward easier accessibility to the PCCT (p = 0.07). CONCLUSION: Continual quality improvements through iterative, customer satisfaction survey-driven evaluation are a widely established practice in the business field. By using this appropriately, we could enable PCCTs to improve their quality. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1186/s12904-021-00741-2. BioMed Central 2021-03-19 /pmc/articles/PMC7978439/ /pubmed/33740950 http://dx.doi.org/10.1186/s12904-021-00741-2 Text en © The Author(s) 2021 Open AccessThis article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/. The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/) applies to the data made available in this article, unless otherwise stated in a credit line to the data. |
spellingShingle | Research Article Kawabata, Noriyuki Nin, Mikio Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
title | Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
title_full | Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
title_fullStr | Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
title_full_unstemmed | Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
title_short | Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
title_sort | effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7978439/ https://www.ncbi.nlm.nih.gov/pubmed/33740950 http://dx.doi.org/10.1186/s12904-021-00741-2 |
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