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Quality in preventive and health-promoting services: constructing an understanding through process
Article first published online: 8 AUG 2006
DOI: 10.1111/j.1365-2934.2006.00671.x
Additional Information
How to Cite
HANAFIN, S. and COWLEY, S. (2006), Quality in preventive and health-promoting services: constructing an understanding through process. Journal of Nursing Management, 14: 472–482. doi: 10.1111/j.1365-2934.2006.00671.x
Publication History
- Issue published online: 8 AUG 2006
- Article first published online: 8 AUG 2006
- Accepted for publication: 21 March 2006
- Abstract
- Article
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- Cited By
Keywords:
- community nursing;
- prevention;
- process;
- public health;
- service quality
Aim To develop a model of service quality for health-promoting services.
Background In assessing quality, there are difficulties in taking account of the views of multiple stakeholders, the process of the service and the organizational context within which the service is provided. This study set out to address these difficulties.
Methods A collective case study that incorporated national data from public health nurses (n = 946; response rate 54%) and public health nurse managers (n = 24; response rate 75%) and four case study sites which included data collected from 27 mothers with infants.
Results A model of service quality that takes account of multiple stakeholder constructions, organizational context, service process and consequences was developed.
Conclusions Seven steps of process coupled with five concepts around which quality is judged can provide a basis for understanding service quality in a predominantly preventive and health-promoting type service.