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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
en
dc.subject
Health sector
en
dc.subject
Cataract surgery
en
dc.subject
Quality of life
en
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
en
heal.committeeMemberName
Nathanael, DImitrios
en
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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