Quality certification model for care management in Chilean hospitals

Abstract

Background: In Chile, care management is a Nursing responsibility, being mandatory in Chilean complex hospital settings. However, there are no instruments to certify its quality and allow for its integration within the strategic organization of the Sub-Directorates for Care Management. Objectives: To identify, on a consensual basis, the concept and dimensions associated with care management, as well as the processes, outcomes and indicators of each dimension. Methodology: The Delphi methodology was used to identify the concepts, dimensions, processes and outcomes in consultation with experts. The research team analyzed and reached a consensus on the answers. These answers were consecutively validated using focus groups with health professionals from public and private hospitals in order to develop the model. Results: The following dimensions were obtained: i) Relevance and CostEffectiveness of Nursing Actions; ii) Power and Relationship with Others; and iii) Nursing Research and Training. Each dimension was composed of the respective clinical processes, outcomes and indicators. Conclusion: The matrix is a flexible and appropriate model to assess the needs of the institutions, providing visibility to the clinical processes associated with care management and the certification of its quality.