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dc.contributor.author
Paparnaki, Aikaterini
en
dc.date.accessioned
2018-04-11T09:30:12Z
dc.date.available
2018-04-12T00:00:24Z
dc.date.issued
2018-04-11
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/29003
dc.rights
Default License
dc.subject
Service design
en
dc.subject
EQ - 5D - 5L questionnaire
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dc.subject
Health sector
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dc.subject
Cataract surgery
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dc.subject
Quality of life
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dc.title
Quality of Service and Health Related Quality of Life (HRQoL) of patients undergoing cataract surgery in Dept.of Ophthalmology, University Hospital of Evros, Greece.
en
heal.type
masterThesis
en_US
heal.creatorID.email
paparnaki832000@hotmail.com
heal.generalDescription
Keywords: Service design, EQ-5D-5L questionnaire, health sector, cataract surgery, quality of life.
en
heal.classification
Service design, Operations Management
en
heal.keywordURI.LCSH
Public health
heal.keywordURI.LCSH
Public health administration
heal.keywordURI.LCSH
Medical care
heal.keywordURI.LCSH
Medical care--Evaluation
heal.keywordURI.LCSH
Medical care--Evaluation--Methodology
heal.keywordURI.LCSH
Health services administration--Evaluation
heal.keywordURI.LCSH
Hospital care--Evaluation
heal.keywordURI.LCSH
Cataract--Surgery
heal.language
en
en_US
heal.access
free
en_US
heal.license
http://creativecommons.org/licenses/by-nc/4.0
en_US
heal.recordProvider
School of Economics, Business Administration and Legal Studies, MSc in Strategic Product Design
en_US
heal.publicationDate
2018-04-04
heal.abstract
In today’s customer - driven market, patient as a health care customer, is changing and demands high quality by the healthcare service providers. This research was carried out in the Department of Ophthalmology (University Eye Clinic: UEC) , in University Hospital of Evrou, and specific ally for the service of a cataract surgery. The research was conveyed through observation, interviews and the use of a questionnaire after profound literature review. The objective of this research was to present the service design of a cataract surgery in the UEC using managerial tools such as flowchart , blueprint and personas, assess the process through performance metrics and recommend corrective actions in order to increase the quality of the service provided , especially in the context of a quality management tool, the ISO 9001:2015 standard. The analysis focus es also in the cost and reimbursement fees of a cataract surgery, and in the comparison of costs and reimbursements within Greece, Europe and USA, both for public and private sector. Cataract impacts the Health - related quality of life (HRQoL) of patients, therefore a psychometric questionnaire the EQ - 5D - 5L was used in order to recognize how cataract surgery affects the quality of patients’ life post operative. Data analysis and discussion highlight the increase in health state and status of patients after a cataract surgery. The quality in health services has two directions, one that applies on the quality during the process through which the service is provided and the second one that is about the medical outcome of the treatment. These two dimensions on quality are at the center of this research , which research approaches the cataract patients in UEC, tracks down their journey starting from the appointment until the surgery and follow them after the surgery to answer the question whether or not their quality of life had increased
en
heal.tableOfContents
Table of Contents INTRODUCTION ............................................................................................ 8 CONTRIBUTION .................................................................................................... 9 RESEARCH QUESTIONS ........................................................................................ 10 STRUCTURE OF RESEARCH .................................................................................... 10 LITERATURE REVIEW ................................................................................... 12 METHODOLOGY .......................................................................................... 16 1 ST PART: SERVICE DESIGN AND SERVICE QUALITY .................................................... 16 2 ND PART: HEALTH RELATED QUALITY OF LIFE (HRQOL) ............................................ 17 SERVICE DESIGN AND SERVICE QUALITY ...................................................... 20 DESCRIPTION OF UEC ......................................................................................... 20 Human recourses and responsibilities ................................................. 21 Capacity ............................................................................................... 21 Departments ........................................................................................ 22 SWOT Analysis ..................................................................................... 22 SERVICES .......................................................................................................... 25 Characteristics of Services .................................................................... 26 Flower of Service .................................................................................. 27 Flowchart ............................................................................................. 30 Personas ............................................................................................... 31 Blueprint ............................................................................................... 34 Identification and analysis of potential problems ............................... 41 Failure Proofing and Poka-yokes ......................................................... 42 PROCESS PERFORMANCE METRICS ........................................................................ 44 Conclusions on performance metrics ................................................... 47 RECOMMENDATIONS ON SERVICE QUALITY .............................................. 49 ISO 9001:2015 (INTERNATIONAL STANDARDIZATION ORGANIZATION) ....................... 49 History of ISO 9001: Health Care Sector .............................................. 49 -6-ISO 9001:2015 in UEC .......................................................................... 52 ISO 9001:2015 IMPLEMENTATION ...................................................................... 53 COST AND REIMBURSEMENT OF CATARACT SURGERY ................................. 55 EUROPE ........................................................................................................... 56 GREECE ............................................................................................................ 59 USA ................................................................................................................ 60 HEALTH RELATED QUALITY OF LIFE (HRQOL) ................................................ 62 RESULTS ........................................................................................................... 62 Health profiles ...................................................................................... 63 T-Test analysis ...................................................................................... 66 Correlation analysis ............................................................................. 72 SUMMARY OF RESULTS OF THE HEALTH RELATED QUALITY OF LIFE ............................... 75 CONCLUSIONS ............................................................................................ 77 REFERENCES................................................................................................ 78 APPENDIX ................................................................................................... 82 APPENDIX A1:EQ-5D-5L ................................................................................... 82 APPENDIX A2: E-MAIL FROM EUROQUOL ............................................................ 87 APPENDIX A3: SYMBOLS/NOTES IN FLOWCHART ...................................................... 88
el
heal.advisorName
Katsaliaki, Korina
el
heal.advisorID
As.Professor
en_US
heal.committeeMemberName
Zarotiadis, Grigorios
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heal.committeeMemberName
Nathanael, DImitrios
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heal.academicPublisher
IHU
el
heal.academicPublisherID
ihu
en_US
heal.numberOfPages
88
en_US
heal.spatialCoverage
Greece
en
heal.temporalCoverage
2017
en


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