Assessing the quality of care in a regional integrated viral hepatitis clinic in British Columbia: a cross-sectional study.

ABSTRACT

Four regional viral hepatitis clinics in British Columbia provide accessible integrated care and services but have not been evaluated. The purpose of this cross-sectional study was to assess clients' perceptions of the quality of care and services received, what aspects of care were important, and what the effect of care was on their ability to cope. Clients who had received care at one of the clinics were surveyed by using two self-administered questionnaires. The Hepatitis C Virus Questionnaire asked clients to rate five aspects of care related to general clinic, physician, and nurse services. The open-ended questions of the Aspects of Care Questionnaire explored clients' perceptions of the aspects of care considered to be the most and least helpful. The response rate was 55% (115 of 210). The highest rated items were with the professional aspects of care, whereas the lowest rated were with the educational items. Only 46.3% of the clients felt that the clinic staff taught them the necessary skills to cope with their disease. The results showed that the courtesy, continuity of care, and educational aspects of care had significant differences by age, antiviral treatment status, genotype, and gender (p < .05). Although the clients valued the professional aspects of care, findings highlight the need for improved communication, follow-up, and education about coping and managing hepatitis C. Results will be helpful for improving integrated service delivery.