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

Study Overview
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Brief Summary
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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.

Detailed Description
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Background: Quality assessment in health systems is essential for the improvement and development of services. Assessments using the structure, process and outcomes model are the most widespread, however understanding the health system as a business model makes assessment essential. how much the service is able to meet the expectations of the patient and the market. The Institute for Healthcare Improvement (IHI) highlights three domains (Triple aim) in which health systems must develop. Among them is Improving the patient experience. One of the 6 domains of quality of care is patient-centeredness. Several funding institutions and scientific authorities have, in recent years, encouraged patient-centered clinical research with the use of outcomes that are also patient-centered. The perception of the quality of the service provided to the critically ill patient or even is an uncommon outcome in the literature, especially evaluated with an objective and effective tool. The SERVQUAL tool proposed by Parasuraman et al. It aims to compare the expectations and perceptions of the patient/companion regarding the quality of care provided. In the literature, data on patient-centered perspectives and demands are scarce. Purpose: To identify the difference between expectation and perception of care quality during the stay in the general ICU of a tertiary hospital. Objectives: To evaluate the perception of quality of care of patients admitted to a general ICU through the SERVQUAL tool translated and culturally adapted to the portuguese idiom. Methods: A prospective, observational cohort study involving adult patients admitted to the general ICU (53 beds) of a tertiary hospital from July 1 to September 30, 2023. The SERVQUAL tool questionnaire of expectations will be applied in the first 24 hours after admission to the ICU and the perception questionnaire applied in the first 24 hours after discharge from the unit.

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

Conditions
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Critically Ill

Intervention / Treatment
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* Behavioral: Serqual tool


Participation Criteria
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Eligibility Criteria
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Inclusion Criteria: Patients ≥ 18 years old consent form signed by the patient or a family member. Exclusion Criteria: Patients unable to respond and who do not have reference companions Patients readmitted to the ICU during the study period.

Ages Eligible for Study
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Minimum Age: 18 Years

Sexes Eligible for Study
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All

Accepts Healthy Volunteers
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No

Study Plan
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How is the study designed?
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Arms and Interventions

| Intervention/Treatment |
| --- |
|Behavioral: Serqual tool|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.|

What is the study measuring?
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Primary Outcome Measures

| Outcome Measure | Measure Description | Time Frame |
| --- | --- | --- |
| 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: Tangibles. Equipment, physical structure, presentation of professionals and materials. Reliability. Ability to resolve problems and resolve them within the deadline, and record without errors. 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. Security / Trust. Ability to inspire security, education of professionals and knowledge of processes by professionals. 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 | 

 Terms related to the study
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Keywords Provided by Centre Hospitalier Valida
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Critically ill patients, Servqual tool, Quality of care, Expectations, Perceptions