How can conflict in the workplace affect the quality of care for the clients?
NURS 4455 Quality of Care Discussion

DQ1 How can conflict in the workplace affect the quality of care for the clients? Describe examples and techniques you have seen.

What is Quality of Care Discussion?

The WHO Department of Maternal, Newborn, Child and Adolescent Health and Ageing is pursuing a vision where by 2030, every woman, child and adolescent in every setting has access and uses quality care. The work of the MCA department contributes to the achievement of WHO’s “triple billion” targets. It is aligned with the goals and targets related to maternal, newborn, child and adolescent health as set out in the Sustainable Development Goals and in the Global Strategy for Women’s, Children’s and Adolescents’ health 2016-2030.

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NURS 4455 Quality of Care Discussion
NURS 4455 Quality of Care Discussion

To enable this vision, the Department has multiple activities in progress; midwifery led quality of care, the respectful care approach, community engagement, private sector engagement and quality of care measurement. Additionally, the Department is providing the secretariat and leading the multi-country and multi-partner Network for Improving Quality of Care for Maternal, Newborn and Child Health.

Introduction
Patient views on quality of care are of paramount importance with respect to the implementation of quality assurance (QA) and improvement (QI) programmes. However, the relevance of patient satisfaction studies is often questioned because of conceptual and methodological problems. Here, it is our belief that a different strategy is necessary.

Objective
To develop a conceptual framework for measuring quality of care seen through the patients’ eyes, based on the existing literature on consumer satisfaction in health care and business research.

Results
Patient or consumer satisfaction is regarded as a multidimensional concept, based on a relationship between experiences and expectations. However, where most health care researchers tend to concentrate on the result, patient (dis)satisfaction, a more fruitful approach is to look at the basic components of the concept: expectations (or `needs’) and experiences. A conceptual framework – based on the sequence performance, importance, impact – and quality judgements of different categories of patients derived from importance and performance scores of different health care aspects, is elaborated upon and illustrated with empirical evidence.