Client

Prepared by: Evaluation

Eshraq haji
Bushra almaghraby
Skha’a sanosi
Suaad al harbi

The Supervisor:
Dr.Hala Sayed
Objective:
At the end of this presentation the student will be able
to :
 Define client evaluation.
 List importance of client evaluation.
 Enumerate Elements that used by client evaluation.
 Describe Ways of client evaluation (advantage –
disadvantage).
 Outlines:

1- Definition of Client Evaluation.

2- The importance of Client Evaluation.
3- The Elements that used by client evaluation.
4- The Ways of Client Evaluation
introduction
Improving service in health care require hospitals to
measure their own performance in order to improve
upon current system of service delivery. Well-
designed healthcare delivery system can reduce re
hospitalization, improve quality of life and provide
client evaluation (4). An outcome measure, which is
being increasingly used in health care quality
management, is “client evaluation”.
Definition of client evaluation
Client evaluation as an expression of an attitude, an
effective response and as the individual’s positive
evaluation of distinct dimensions of healthcare.
Importance of patient
evaluation
1. Client as customers of the care offered are
considered important sources of information for the
evaluation of existing ones and development of new
care programs.
2. Client evaluation is a major indicator of quality
care. Thus quality of work can be assessed by
mapping out patient satisfaction with care
3. A hospital may be soundly organized, beautifully
situated and well equipped, but if the nursing care is
not of high quality, the hospital will fail in its
responsibility of providing care
Elements that used by client
evaluation
1- Tangible
A hospital’s tangible attributes must be efficient and
well-equipped to handle international patients who
generally demand high quality professional services.
This includes medical equipment being updated and
renewed frequently to maintain high technological
standards, comfortable rooms and facilities plus neat
appearance of nurses.
3- Responsiveness

Responsiveness represents the willingness of nurses

to provide services promptly and in a timely manner.
2- Reliability

Reliability refers to the service provided by nurses on

the ward within the promised timeframe. This reflects
the ability to perform a service dependably and
accurately. It is one of the most important service
components for customers.
4- Assurance
Assurance reflects the knowledge and courtesy of
nurses and their ability to inspire trust and confidence
during communication. It includes an ability to
provide clear explanations before care is given plus
explanations of medicine to patients before discharge.
5- Empathy
Empathy involves caring, individualized attention of
nurses.
Ways of client
evaluation
Questionnaires

are typically paper-and-pencil instruments that the

patient completes but also can include computerized
versions that are accessed at the site through a kiosk
or through the Internet.
Advantages

•Cost effective.
•Specific segments can be easily targeted.
•Wider sample distribution possible.
•Encourages high response rate.
•Visuals may be used.
•Little bias.
•Patient/client anonymity.
•Respondents given time to complete.
•Can use validated survey instruments.
•Qualitative comments can be included.
•Can be administered by independent external
agencies
Disadvantages

•Difficulties associated with procuring an accurate list

of client/patient details.
•No opportunity for explanation or follow up
questions.
•Potential to excludes sections of the population.
• Does not allow for the exchange of ideas and
discussion.
• Provides limited opportunities for large numbers of
community members to participate in the process
• Reliability dependent on timing.
Interviews
Interviews are a more personal form of surveys than
questionnaires. Interviews can occur on an individual
basis or within groups and either over the telephone
or in person. Properly conducted interviews can
provide managers and decision makers with a deeper
understanding of client perceptions about their
hospital environment.
If interviews or focus groups are used, it is
preferable to have them conducted by someone who
is not connected directly with the service.
Advantages
 Itis a flexible technique .
 Allow the researcher to explore greater depth of
data .
 Using of interpersonal skills to facilitate
cooperation .
 Higher response rate rather than questionnaire .
 Allowing to collect data from unable & unlikely
subjects .
Disadvantages
 Requires more much time .
 Limited sample size .
 Increase subject bias lead to decrease validity.
 Costly.
Summary
Define client evaluation and what importance of
client evaluation , element that used by client
evaluation and ways of client evaluation ( advantages
– disadvantages ).