QUALITY OF CARE AND PATIENT SATISFACTION | Zendy

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QUALITY OF CARE AND PATIENT SATISFACTION

Author(s) -

I Haslock

Publication year - 1996

Publication title -

lara d. veeken

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 1.957

H-Index - 173

eISSN - 1462-0332

pISSN - 1462-0324

DOI - 10.1093/rheumatology/35.4.382

Subject(s) - consumerism , patient satisfaction , medicine , quality (philosophy) , measure (data warehouse) , perception , nursing , service (business) , patient experience , triad (sociology) , process (computing) , service quality , health care , point (geometry) , marketing , psychology , philosophy , epistemology , political science , mathematics , database , psychoanalysis , business , economic growth , computer science , operating system , geometry , neuroscience , economics , law

THE increase in consumerism in the Health Service has focused attention on patients' perceptions of, and satisfaction with, the service they receive. The implication that acknowledging patients' views is an innovation is deeply resented by those who have worked hard to respond to their patients' needs and desires for many years. However, there is an increased understanding that patient satisfaction is an integral part of quality care, and that some form of measurement can aid performance in this area. The problems are what to measure, how to measure and how valid are measurements. WHAT MEASURES SHOULD BE USED Donabedian's triad of structure, process and outcome [1] provides a useful starting point.

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