A Systematic Review and Content-Analysis of Service Quality Indicators Provided to Patients with Cardiovascular Disease using Donabedian Model

Abstract

IM: There is a large gap between healthcare quality provided to patients with cardiovascular disease and appropriate standards in this field. The aim of this study was to systematic review and content analysis of service quality indicators provided to patients with cardiovascular disease using Donabedian model. Methods: We conducted a systematic review and Content-Analysis of service quality indicators provided to patients with cardiovascular disease using Donabedian model. Manual search, reference of references and gray literature were employed in this study as well as different database searching methods using the search words like “quality”, “Cardiovascular diseases”,“ indicator*”,“Cardiac care” and“ heart diseases”) in the following databases: Iranmedex, Science Direct, Google Scholar, Ovid Medline, Ovid Embase, Cochrane Library, PubMed, Magiran and SID.. After identifying and extracting service indicators from the cardiovascular literature, we utilized content analysis approach. Then the indicators were analyzed and categorized Donabedian Model. Results: Out of 2,342 articles, 15 articles met the inclusion criteria and entered study consisting of 463 indicators. Collected indicators divided into 7 categories and the most frequent indicators were belonged to MI and AMI category by 215 frequent. The extracted indicators were broken down into input, process and output categories using of Donabedian model and then each of these categories were again divided to hospital interior and hospital exterior indicators. Most indicator formulation methods which were applied in prior studies were included literature review (8 studies), Delphi method (7 studies) and expert panel (6 studies). Conclusion: In this study, service quality indicators provided to patients with cardiovascular disease were systematically collected and categorized using Donabedian model to introduce the formulation methods for these indicators. Thus these results can be beneficial to health policy makers and managers in planning, providing, measurement and promotion of services provided to patients with cardiovascular disease by.