1Assistant Professor,(Hospital & Healthcare Management), Symbiosis Institute of Health Sciences, Symbiosis International (Deemed University), Pune, India
2Students, MBA (Hospital & Healthcare Management), Symbiosis Institute of Health Sciences, Symbiosis International (Deemed University), Pune, India
*Corresponding Author: Dr. Meenal Kulkarni, Symbiosis Institute of Health Sciences, Senapati Bapat Road, Pune, Maharashtra-411004, e-mail: meenal@sihspne.org, meenalgore09@gmail.
Online published on 27 March, 2020.
The present study is based on Home Healthcare service provided by Tertiary Care Hospitals in Mumbai. These tertiary care hospitals provide services like Nursing Care, Physiotherapy Care, Home Sample Collection and providing the reports and X-ray at patient's home environment. The purpose of this study was to determine the quality and safety of the Home Healthcare services.
The questionnaires were prepared by taking under consideration the JCI guidelines for Home Healthcare Patient Safety 2016 for all the four services viz. Nursing Care, Physiotherapy Care, Home Sample Collection and X-ray. The patients ‘data was collected for the period of five months through telephonic medium which was further compiled and analysed. The study revealed satisfaction percentage which were above 95% for nursing care and home x-ray services, physiotherapy and home sample collection need improvement where percentage was between 80% to 90%. Further gap analysis was done where mean score of service dimensions like reliability, responsiveness, assurance and empathy were calculated. The highest gap observed for empathy dimension (0.24) followed by responsiveness (0.15) and assurance (0.12). Home Healthcare service is an emerging field in today's world;hence, this research will help the hospitals in understanding the gaps in home healthcare services, which will in turn enhance the quality and safety of health care services at patient's home environment.
Home Healthcare Service, Quality, Safety, Gaps
