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Differences in Perception of Healthcare Management between Patients and Professionals

Author

Listed:
  • Diego Moya

    (Healthcare and Prevention Services Area, MC Mutual, 08037 Barcelona, Spain)

  • Mercedes Guilabert

    (Health Psychology Department, Miguel Hernández University, 03202 Elche, Spain)

  • Rafael Manzanera

    (Healthcare and Prevention Services Area, MC Mutual, 08037 Barcelona, Spain)

  • Gloria Gálvez

    (Independent Researcher, 08172 Barcelona, Spain)

  • Marta Torres

    (Healthcare and Prevention Services Area, MC Mutual, 08037 Barcelona, Spain)

  • Adriana López-Pineda

    (Clinical Medicine Department, Miguel Hernandez University, 03550 Sant Joan d’Alacant, Spain
    Atenea Research Group, Foundation for the Promotion of Health and Biomedical Research, 03550 Sant Joan d’Alacant, Spain)

  • María Lourdes Jiménez

    (Department of Emergency Medicine, College of Medicine, University of the Philippines, Manila 1500, Philippines)

  • José Joaquín Mira

    (Health Psychology Department, Miguel Hernández University, 03202 Elche, Spain
    Atenea Research Group, Foundation for the Promotion of Health and Biomedical Research, 03550 Sant Joan d’Alacant, Spain
    Alicante-Sant Joan d’Alacant Health Department, 03013 Alicante, Spain)

Abstract

Patient perception and the organizational and safety culture of health professionals are an indirect indicator of the quality of care. Both patient and health professional perceptions were evaluated, and their degree of coincidence was measured in the context of a mutual insurance company (MC Mutual). This study was based on the secondary analysis of routine data available in databases of patients’ perceptions and professionals’ evaluations of the quality of care provided by MC Mutual during the period 2017–2019, prior to the COVID-19 pandemic. Eight dimensions were considered: the results of care, coordination of professionals, trust-based care, clinical and administrative information, facilities and technical means, confidence in diagnosis, and confidence in treatment. The patients and professionals agreed on the dimension of confidence in treatment (good), and the dimensions of coordination and confidence in diagnosis (poor). They diverged on confidence in treatment, which was rated worse by patients than by professionals, and on results, information and infrastructure, which were rated worse by professionals only. This implies that care managers have to reinforce the training and supervision activities of the positive coincident aspects (therapy) for their maintenance, as well as the negative coincident ones (coordination and diagnostic) for the improvement of both perceptions. Reviewing patient and professional surveys is very useful for the supervision of health quality in the context of an occupational mutual insurance company.

Suggested Citation

  • Diego Moya & Mercedes Guilabert & Rafael Manzanera & Gloria Gálvez & Marta Torres & Adriana López-Pineda & María Lourdes Jiménez & José Joaquín Mira, 2023. "Differences in Perception of Healthcare Management between Patients and Professionals," IJERPH, MDPI, vol. 20(5), pages 1-18, February.
  • Handle: RePEc:gam:jijerp:v:20:y:2023:i:5:p:3842-:d:1075992
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    References listed on IDEAS

    as
    1. Rafael Manzanera & Diego Moya & Mercedes Guilabert & Manel Plana & Gloria Gálvez & Jordi Ortner & José Joaquín Mira, 2018. "Quality Assurance and Patient Safety Measures: A Comparative Longitudinal Analysis," IJERPH, MDPI, vol. 15(8), pages 1-8, July.
    2. Fernando García-Alfranca & Anna Puig & Carles Galup & Hortensia Aguado & Ismael Cerdá & Mercedes Guilabert & Virtudes Pérez-Jover & Irene Carrillo & José Joaquín Mira, 2018. "Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views," IJERPH, MDPI, vol. 15(2), pages 1-31, January.
    3. Rose Nabi Deborah Karimi Muthuri & Flavia Senkubuge & Charles Hongoro, 2020. "Determinants of happiness among healthcare professionals between 2009 and 2019: a systematic review," Palgrave Communications, Palgrave Macmillan, vol. 7(1), pages 1-14, December.
    4. Luo Lu & Yi-Ming Ko & Hsing-Yu Chen & Jui-Wen Chueh & Po-Ying Chen & Cary L. Cooper, 2022. "Patient Safety and Staff Well-Being: Organizational Culture as a Resource," IJERPH, MDPI, vol. 19(6), pages 1-14, March.
    5. Diego Moya & Mar Iglesias & Rafael Manzanera & Fernanda de la Torre & Manel Plana & Gloria Gálvez & Mercedes Guilabert, 2019. "Experience of Good Practice in an Occupational Accident Mutual Insurance Society, Based on the Voice of Patients and Professionals," IJERPH, MDPI, vol. 16(20), pages 1-12, October.
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