Hospice Nursing Quality: Evaluating Customer Satisfaction

Article

Grimm, Lucille, I.   (1992, ASQC)   Grand Valley State University, Allendale, MI 49401

Annual Quality Congress, Nashville TN    Vol. 46    No. 0
QICID: 9926    May 1992    pp. 999-1005
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Article Abstract

In 1989 and 1990, the author participated in a study to determine family satisfaction after Hospice Nursing Standards of Care were initiated in Michigan.

Bloch's theoretical framework, with its focus on uniting process and outcome, outlined the study. The author devised a Hospice Care Delivery Model to define the process. Twelve hospices participated in the survey with fifteen patients and families responding from each. Two data collecting instruments, the Phaneuf Nursing Audit and the LaMonica/Oberst Patient Satisfaction Scale, were modified to correspond more accurately to the hospice environment. The first survey phase required the hospice families to complete the LOPSS and supply demographic data. In the second phase, the author visited each hospice for an audit of the appropriate records.

Although the survey revealed that 88% of the hospice families rated care as "excellent," regression analysis and ANOVA were unable to find any definite correlation between the Nursing Standards and the satisfaction with care. The skewed distribution of the LOPSS scores indicate that satisfaction depended more on gratitude for intervention at a stressful time.

Nevertheless, the study proved that the Standards were being followed, and that the highest quality medical care was being provided to hospice patients and their families.

Keywords

Quality management system (QMS),Hospice,Grand Valley State University,Nursing,Standards and specifications,Customer satisfaction (CS),Phaneuf Nursing Audit


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