Developing a quality indicator framework for One Stop Crisis Centre (OSCC) services in Malaysia: A study protocol

Abstract

Abstract Background Assessing the quality of care especially for One Stop Crisis Centre (OSCC) services has become increasingly important due to the demand for OSCC services increasing each year. In addition, the OSCC has been established in Malaysia since 1994 but until today there is no mechanism for monitoring processes to be developed and it is timely to assess their services properly. This study aims to develop the quality indicators (QI) framework for OSCC services in Malaysia. Methods This study will use the design and development research technique and the protocol will be conducted in three phases: Phase 1 for need analysis, Phase 2 for design and development of QI, and Phase 3 for the validation and usability process. The subjects of this study will involve experts in OSCC services including healthcare providers (doctors, nurses, medical social workers), police officers, social welfare officers, and non-governmental organization (NGO) personnel. Fifty respondents from various groups will be recruited in this study. Discussion The QIs developed through this study will be evidence-based and balanced across the areas of structures, processes and outcomes. The rigorous methodology used to develop and test the QI framework will result in QIs that are meaningful, valid, feasible to collect and efficiently measurable, amenable to improvement, and selected by experts in OSCC services. The final QI framework can support comparison, benchmarking and optimization for OSCCs to provide the best services for their clients.