Understanding and measuring quality of care: dealing with complexity

by Johanna Hanefeld, Timothy Powell-Jackson & Dina Balabanova
Bulletin of the World Health Organization, 2017;95:368-374

7 pp. 420 kB
http://www.who.int/bulletin/volumes/95/5/16-179309.pdf

Existing definitions and measurement approaches of quality of health care often fail to address the complexities involved in understanding quality of care. It is perceptions of quality, rather than clinical indicators of quality, that drive service utilization and are essential to increasing demand. Here the authors reflect on the nature of quality, how perceptions of quality influence health systems and what such perceptions indicate about measurement of quality within health systems.

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