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Open AccessArticle

Quality Is in the Eye of the Beholder—A Focus Group Study from the Perspective of Ambulance Clinicians, Physicians, and Managers

by Andreas Rantala 1,2,3,*, Lina Behm 1,4 and Helena Rosén 1
1
Department of Health Sciences, Lund University, SE-221 00 Lund, Sweden
2
Emergency Department, Helsingborg General Hospital, SE-205 01 Helsingborg, Sweden
3
Centre of Interprofessional Cooperation within Emergency Care (CICE), Linneaus University, SE-251 95 Växjö, Sweden
4
Department of Health Sciences, Kristianstad University, SE-291 88 Kristianstad, Sweden
*
Author to whom correspondence should be addressed.
Healthcare 2019, 7(1), 41; https://doi.org/10.3390/healthcare7010041
Received: 28 January 2019 / Revised: 27 February 2019 / Accepted: 8 March 2019 / Published: 13 March 2019
Quality within all areas of healthcare should be systemically monitored and ensured. However, the definition of quality is complex and diverse. In the ambulance service (AS), quality has traditionally been defined as response time, but this measurement eliminates the possibility of addressing other characteristics of quality, such as the care provided. This study aimed to explore what constitutes quality in the context of the ambulance service as experienced by ambulance clinicians, physicians, and managers. A focus group study was conducted with 18 participants. The three focus groups were analyzed with the focus group method developed by Kreuger and Casey. The participants highlighted patient involvement, information and care, as well as adherence to policies, regulations, and their own standards as representing quality in the AS. This study demonstrates that quality is in the eye of the beholder. As quality seems to be viewed similarly by patients and ambulance clinicians, physicians, and managers, stakeholders should aim for a paradigm shift where patients’ experience of the care is just as important as various time measures. View Full-Text
Keywords: quality; ambulance services; prehospital emergency care; focus group; ambulance clinicians; emergency medical services quality; ambulance services; prehospital emergency care; focus group; ambulance clinicians; emergency medical services
MDPI and ACS Style

Rantala, A.; Behm, L.; Rosén, H. Quality Is in the Eye of the Beholder—A Focus Group Study from the Perspective of Ambulance Clinicians, Physicians, and Managers. Healthcare 2019, 7, 41.

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