Table 2 Modified framework of quality domains
Domain of Quality | Definition | Themes | ||||
|---|---|---|---|---|---|---|
Safety | Care should be free from harm, where harm is defined as something one would not accept for oneself or one’s Kin (physical or psychological) | Avoiding harm to patients from the care that is intended to help them | Trauma-informed | Physically and psychologically safe | Accountability |  |
Effective | All care follows evidence-based guidelines and standard operating procedures (SOP) where appropriate, with deviation only as per need of the person receiving care | Providing services based on scientific knowledge to all who could benefit and refraining from providing services to those not likely to benefit (avoiding underuse and misuse, respectively) | Evidence-based decision making | Standard operating procedures | Â | Â |
Person-Centred | The care a person receives should be filled with kindness, dignity, and respect. People should be seen as a whole and their care must be coproduced. Shared decision-making and self-management are essential | Patient-centred care/specific needs and priorities | Pay attention to the diverse experience of people using the service | Homeless people need more resources? Longer appointments, more targeted service delivery | Social capital | Â |
Accessible & Timely | There are no delays in receiving care. Universal quality with safe access is the goal | Reducing waits and sometimes harmful delays for both those who receive and those who give care | Location of services/Physical and organisational | Access to services/Barriers to services | Flexibility of services | Affordable |
Efficient | Unnecessary care is not provided. All care should have intended benefit | Avoiding waste, including waste of equipment, supplies, ideas, and energy | Coordination of services (helps individuals connect the dots across multiple providers and settings) | Navigation of services | Patient -up (also highlighted under communication) | Â |
Equitable | Care is of the same quality all the time, no matter who you are and where you require care | Providing care that does not vary in quality because of personal characteristics such as gender, ethnicity, geographic location, and socioeconomic status | Aim to address health inequalities | Consistency in care responses | Â | Â |