Abstract
Purpose
The purpose of this paper is to introduce the “Johari Window” as a tool to illustrate how providers and patients differ in their understanding of healthcare quality.
Design/methodology/approach
The four quadrants of the Johari Window depict information known by both parties, by providers only, by patients only and by neither party.
Findings
By understanding these differing perceptions, clinicians and planners can improve the patient’s experience of service delivery.
Research limitations/implications
There has been no formal evaluation of this tool’s performance. It is presented as a heuristic teaching model to stimulate inquiry and discussion.
Originality/value
The author has used the Johari Window in various cultural contexts, where its clarity and simplicity help introduce a potentially sensitive subject. Because it has face validity as an easy-to-understand tool, it can be used with students and junior care providers as well as non-clinician governors.
Subject
Health Policy,Business, Management and Accounting (miscellaneous)
Reference16 articles.
1. Patient satisfaction survey as a tool towards quality improvement;Oman Medical Journal,2014
2. BC Patient Safety and Quality Council (2010), “Measurement strategies for improving the quality of care: a review of best practice”, available at: https://bcpsqc.ca//documents/2013/06/measurementstrategies.pdf (accessed February 29, 2016).
3. Collecting data on patient experience is not enough: they must be used to improve care;British Medical Journal,2014
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