RESUMEN
AIM: To develop a model of service quality for health-promoting services. In assessing quality, there are difficulties in taking account of the views of multiple stakeholders, the process of the service and the organizational context within which the service is provided. This study set out to address these difficulties. METHODS: A collective case study that incorporated national data from public health nurses (n = 946; response rate 54%) and public health nurse managers (n = 24; response rate 75%) and four case study sites which included data collected from 27 mothers with infants. RESULTS: A model of service quality that takes account of multiple stakeholder constructions, organizational context, service process and consequences was developed. CONCLUSIONS: Seven steps of process coupled with five concepts around which quality is judged can provide a basis for understanding service quality in a predominantly preventive and health-promoting type service.
Asunto(s)
Promoción de la Salud/organización & administración , Proceso de Enfermería/organización & administración , Evaluación de Procesos y Resultados en Atención de Salud/organización & administración , Servicios Preventivos de Salud/organización & administración , Enfermería en Salud Pública/organización & administración , Garantía de la Calidad de Atención de Salud/organización & administración , Actitud del Personal de Salud , Servicios de Salud del Niño/organización & administración , Salud Holística , Humanos , Lactante , Irlanda , Servicios de Salud Materna/organización & administración , Modelos de Enfermería , Modelos Organizacionales , Evaluación de Necesidades/organización & administración , Enfermeras Administradoras/psicología , Rol de la Enfermera/psicología , Investigación Metodológica en Enfermería , Personal de Enfermería/psicología , Investigación Cualitativa , Proyectos de Investigación , Encuestas y CuestionariosRESUMEN
Public health nurses (PHNs) in the Republic of Ireland work as part of a multidisciplinary team in the delivery of community care services. Good interdisciplinary communication is therefore vital to enable them to offer the best possible care to their clients. This article reports on one section of a national survey of PHNs who work with families with infants. The findings suggest that although in general, PHNs reported good working relationships with other professionals - particularly with speech therapists, area medical officers and community welfare officers - the same could not be said for hearing and eye specialists. Feedback also varied according to professional groups, with less than one third of PHNs reporting they always received feedback from GPs, eye specialists or social workers. A significant statistical correlation was found between reported working relationships and the frequency that feedback was received. These findings have implications for communication and teamworking in primary care in the Republic of Ireland and elsewhere.