Quality in health care: possibilities and limitations of quantitative research instruments among health care users

Abstract

Quality in health care has traditionally been dominated by medical profession, where patients’ opinions were labelled as lay evaluation. Patients’ views and opinions are important because they give us an insight into dimensions of quality that are not evaluated by medical profession and often seem to be more important. In health care quantitative methodology is often used to address these quality dimensions and introduce patients’ views and opinions. There are various benefits using quantitative research instruments, such as a detailed analysis of the importance of various quality dimensions for patients and an analysis of factors influencing patients’ satisfaction. On the other hand serious deficiencies can be tackled too, that are usually dealt with qualitative research instruments, because they go deeper into people’s motives and feelings. However, health care service is specific—it is very important to patients (health is one of the most important values), but their participation in health care service is rather low. They also don’t always say and do what they mean. In such a context combination of quantitative and qualitative research instrument does not give satisfactory answers. The importance of complaints is stressed and rewards for taking them seriously and acting upon them is discussed.