As explained by Grove, Gray, and Burns (2015), three areas of quality evaluation were developed by Donabedian in the late 1980’s. The first these are structure, which relates to the entity providing the care, such as a hospice agency (Grove et al., 2015). Next is the process or pathway used to provide the care, such as the “standard of care” example provided by Grove et al. (2015). The third area is outcomes, which refers to the results of the treatment or care received by the patient (Grove, Gray, & Burns, 2015). Whether accessing care telephonically or in person, the three areas identified by Donabedian to evaluate quality of care are applicable in all healthcare settings. Currently, I am employed as a telecommuter working for Optum,
