Quality Gap,Quality of Work Life and their Impact on the Performance of an Ophthalmologic Department

Abstract

This is a descriptive study over a duration of two years, assessing the impact of the quality gaps, and the quality of work life (QWL) index on the performance of a state hospital department. The medical and paramedical staff of the Patissia Eye Clinic in Athens, Greece were enrolled in the study and the QWL index for each health-care provider was estimated. Providers with higher educational backgrounds or higher ratings in the hospital hierarchy presented with better scores in the QWL index. A random sample of 400 glaucoma patients was interviewed and responded to predetermined questionnaires. Quality gaps in the overall diagnostic and therapeutic approach were detected mainly in the ‘responsiveness’ and ‘empathy’ quality dimensions. The performance of the department was evaluated by assessing the percentage of patients with satisfactory target (intraocular pressure, or IOP) as an objective index of efficiency, the percentage of patients with satisfactory alertness as an objective index of quality, and the percentage of patients with satisfactory compliance as a prognostic index for long-term efficacy. The QWL index and the quality gaps had a direct impact on the ‘alertness’ and the ‘compliance’ of the patients, reducing the overall performance of the department.