Table 5 Results of the questionnaires (% of positive answers)
From: Headache service quality: evaluation of quality indicators in 14 specialist-care centres
Headache centre | Austria Linz | Belgium Ghent | Denmark Copenhagen | Estonia Tartu | Georgia Tbilisi | Germany Munich | Germany Unna | Italy Rome | Norway Trondheim | Portugal Lisbon | Russia Moscow AV | Russia Moscow U | Serbia Belgrade | Turkey Istanbul |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
A1a. Duration of complaint recorded | 100 | 88 | 100 | 100 | 72 | 78 | 98 | 92 | 100 | 100 | 56 | 100 | 100 | 94 |
A1b. Frequency of symptoms recorded | 100 | 100 | 94 | 100 | 78 | 76 | 100 | 100 | 100 | 100 | 68 | 100 | 100 | 96 |
A2a. Diagnosis recorded | 100 | 90 | 100 | 100 | 92 | 98 | 100 | 100 | 100 | 100 | 96 | 100 | 100 | 98 |
A2b. ICHD terminology used | 100 | 92 | 100 | 96 | 92 | 96 | 100 | 90 | 100 | 100 | 98 | 100 | 92 | 98 |
A3. Working diagnose at first visit recorded | 100 | 98 | 94 | 100 | 64 | 98 | 100 | 100 | 100 | 100 | 98 | 100 | 100 | 80 |
A4. Definitive diagnosis or appointment for review | 100 | 98 | 98 | 96 | 86 | 98 | 100 | 88 | 56 | 100 | 98 | 100 | 100 | 90 |
A5. Routinely diagnostic review during follow-up (doctors) | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 0 | 100 | 100 |
A6. Diagnostic diaries available (manager + doctors) | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 33 | 80 | 100 | 100 | 100 | 100 |
B1a. Formal triage system exists (manager + HCPs) | 100 | 90 | 67 | 0 | 0 | 100 | 100 | 75 | 100 | 100 | 67 | 100 | 88 | 100 |
B1b. It expedites appointments of urgent cases (manager + HCPs) | 100 | 100 | 80 | 50 | 0 | 100 | 100 | 100 | 100 | 92 | 67 | 56 | 100 | 100 |
B2a. Time per visit (minutes), mean ± SD | 25.5 ± 13.5 | 23.0 ± 8.0 | 20.2 ± 2.2 | 15.0 ± 5.5 | 18.6 ± 9.5 | 30.0 ± 13.8 | 12.5 ± 5.0 | 21.0 ± 4.2 | 26.2 ± 12.0 | 22.6 ± 15.9 | 31.3 ± 14.2 | 28.0 ± 16.7 | 24.0 ± 5.2 | 15.0 ± 5.6 |
B2b. Satisfaction with time per visit (patients) | 91 | 98 | 90 | 100 | 100 | 96 | 82 | 98 | 100 | 96 | 100 | 100 | 98 | 82 |
B2c. Satisfaction with time per visit (HCPs) | 100 | 83 | 65 | 50 | 75 | 86 | 100 | 100 | 100 | 85 | 100 | 100 | 33 | 50 |
B4. Access route to psychological therapies exists (manager + doctors) | 100 | 25 | 100 | 0 | 40 | 100 | 100 | 40 | 0 | 50 | 100 | 100 | 50 | 100 |
B5. Instrument for disability assessment available (manager + HCPs) | 100 | 38 | 81 | 20 | 60 | 38 | 25 | 100 | 75 | 49 | 0 | 60 | 50 | 100 |
B6a. Follow-up service of every patient who needs it (manager + HCPs) | 100 | 75 | 90 | 100 | 100 | 50 | 75 | 100 | 25 | 87 | 100 | 100 | 100 | 100 |
B6b. Follow-up diary/calender available (manager + HCPs) | 100 | 100 | 100 | 100 | 100 | 100 | 75 | 100 | 100 | 79 | 100 | 100 | 100 | 100 |
C1. Referral pathway exists (manger + HCPs) | 100 | 73 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 84 | 17 | 100 | 88 | 100 |
C2. Urgent referral pathway exists (manager + HCPs) | 100 | 80 | 83 | 100 | 80 | 33 | 100 | 100 | 100 | 84 | 33 | 67 | 88 | 100 |
D1a. Information leaflets available (HCPs) | 100 | 50 | 100 | 100 | 100 | 63 | 100 | 100 | 75 | 37 | 80 | 100 | 50 | 40 |
D1b. Doctor provides patient with information (patients) | 100 | 100 | 90 | 96 | 100 | 100 | 94 | 100 | 97 | 100 | 100 | 100 | 98 | 98 |
D1c. Information given understandable (patients) | 100 | 100 | 98 | 100 | 100 | 100 | 98 | 98 | 100 | 98 | 100 | 100 | 98 | 98 |
D1d. Amount of information about right (patients) | 100 | 98 | 89 | 96 | 92 | 98 | 85 | 98 | 97 | 94 | 98 | 98 | 94 | 82 |
D2. Patients were given reassurance (patients) | 100 | 98 | 59 | 90 | 100 | 89 | 100 | 98 | 100 | 100 | 100 | 98 | 98 | 96 |
E1a. Service environment clean and comfortable (HCPs) | 100 | 100 | 20 | 0 | 100 | 100 | 100 | 100 | 100 | 100 | 75 | 100 | 67 | 100 |
E1b. Service environment clean and comfortable (patients) | 100 | 98 | 84 | 98 | 100 | 92 | 96 | 100 | 100 | 100 | 100 | 100 | 92 | 80 |
E2. Satisfaction with welcome (patients) | 98 | 98 | 100 | 98 | 100 | 96 | 100 | 100 | 100 | 98 | 100 | 100 | 98 | 100 |
E3a. Waiting time (minutes), mean ± SD | 6.1 ± 1.2 | 17.0 ± 1.5 | 13.5 ± 1.3 | 13.3 ± 0.5 | 14.8 ± 0.2 | 12.6 ± 1.2 | 15.1 ± 1.2 | 18.2 ± 0.7 | 6.2 ± 1.3 | 15.6 ± 3.8 | 4.8 ± 0.7 | 4.4 ± 0.2 | 42.6 ± 5.4 | 33.1 ± 5.4 |
E3b. Satisfaction with waiting time (patients) | 100 | 88 | 85 | 78 | 92 | 96 | 88 | 92 | 97 | 67 | 100 | 98 | 70 | 72 |
E3c. Satisfaction with waiting time (HCPs) | 100 | 17 | 50 | 25 | 25 | 100 | 100 | 60 | 0 | 85 | 100 | 100 | 0 | 50 |
F1. Satisfaction with overall management (patients) | 93 | 98 | 98 | 100 | 100 | 100 | 100 | 0,98 | 100 | 100 | 100 | 96 | 100 | 98 |
G1. Protocol to limit wastage exists (manager) | 0 | 0 | 100 | 100 | 0 | 0 | 0 | 100 | 100 | 0 | 0 | 100 | 100 | 100 |
G2. Record of input costs exists (manager) | 0 | 0 | 100 | 100 | 100 | 0 | 0 | 100 | 100 | 0 | 100 | 100 | 0 | 0 |
G3. Policy to ensure equal access exists (manager + HCPs) | 100 | 63 | 67 | 80 | 60 | 25 | 100 | 50 | 50 | 50 | 40 | 0 | 75 | 100 |
H1. HURT or similar (manager + HCPs) | 100 | 13 | 76 | 80 | 0 | 50 | 75 | 50 | 50 | 75 | 60 | 100 | 75 | 100 |
H2. HALT or similar (manager + HCPs) | 100 | 25 | 70 | 80 | 0 | 57 | 0 | 50 | 50 | 75 | 40 | 70 | 75 | 40 |
H3. WHOQoL or similar (manager + HCPs) | 100 | 0 | 76 | 80 | 40 | 57 | 0 | 50 | 0 | 63 | 20 | 100 | 25 | 0 |
I1. Protocol for reporting serious adverse events exists (manager + HCPs) | 0 | 13 | 90 | 60 | 100 | 0 | 0 | 83 | 25 | 0 | 0 | 60 | 75 | 100 |