[Consumer perspective and quality development in ambulatory nursing care].
In the 1990s, the debate surrounding the issue of quality in outpatient nursing care was given a remarkable boost. Also the conviction steadily grew that quality assurance should be more adjusted to values and expectations of people in need of nursing care, the addressees of such services. But a critical analysis is required to determine to what extent the role of "customer" or "consumer", a role often ascribed to them in this context, can actually be reconciled with their possibilities, expectations and interests. Based on the results of empirical studies, the following article shows that the patient's view, his expectations and evaluations largely depend on some specific consequences of being in need of care and using outpatient nursing care. The article goes into the divergent perspectives that, on the one hand, are characteristic of patients and, on the other, of the nursing staff and other bodies concerned with quality of care.
Wingenfeld
K
K
Institut für Pflegewissenschaft an der Universität Bielefeld Universitätsstr. 25 33615 Bielefeld, Germany.
Schaeffer
D
D
D000368:Aged; D000553:Ambulatory Care; D002908:Chronic Disease / Q000451:nursing*; D005851:Geriatric Nursing; D005858:Germany; D006801:Humans; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care