Differences in Perception of Healthcare Management between Patients and Professionals

Diego Moya, Mercedes Guilabert, Rafael Manzanera, Gloria Gálvez, Marta Torres, Adriana López-Pineda, María Lourdes Jiménez and José Joaquín Mira ()
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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
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

IJERPH, 2023, vol. 20, issue 5, 1-18

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.

Keywords: quality of health care; patient satisfaction; health care professionals; patient outcome assessment; patient-centered care; mutual insurance company; health care economics and organizations (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2023
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