Hendry, C. (1997). Comparison between consumers and providers perceptions of quality maternity hospital care. Ph.D. thesis, , .
Abstract: Maternity services in New Zealand have undergone some fundamental and unique changes over the last few years. The promotion of competition among providers for clients have had repercussions on the way that maternity hospitals offers services to women. In adapting to this change, it is important that 'the baby is not thrown out with the bathwater'. Unfortunately the most commonly used indicators, and the standard “Patient Satisfaction Survey”, neither of which contain many valuable clues for maternity facility providers to determine the quality of their service from the consumer's perspective. The need was identified for the development of quality indicators to evaluate maternity hospital care. Closely related to this was the need to determine of how dependable providers are at determining what consumers would describe as an optimal maternity hospital service
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Hendry, C., & East, S. (2013). Impact of the Christchurch earthquakes on clients receiving health care in their homes. Available through NZNO library, 4(1), 4–10.
Abstract: Eighteen months after the first of many large earthquakes, Christchurch-based home health care provider Nurse Maude surveyed staff to identify the impact on the well-being of their mainly elderly clients. Responses from 168 staff identified five key issues. These were: mental health, anxiety, and depression, symptoms similar to post-traumatic stress disorder (PTSD); unsafe environments; loneliness and isolation; difficulty coping with change; and poor access to services. To meet the needs of clients in this challenging environment, staff felt they needed more time to care, including listening to stories, calming clients and dealing with clients who had become slower and more cautious. Damaged and blocked roads, and the fact that many clients moved house without warning, added to the time it took to deliver care in the home. This survey has helped Nurse Maude build on its initial post-earthquake responses to better meet the needs of clients and support health-care workers in this stressful environment.
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