Health Care Delivery Performance: Service, Outcomes, and Resource Stewardship | Zendy

Michelle Cowing | Zendy; Carrie M Davino-Ramaya | Zendy; Krishnan Ramaya | Zendy; Joseph Szmerekovsky | Zendy

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Health Care Delivery Performance: Service, Outcomes, and Resource Stewardship

Author(s) -

Michelle Cowing,

Carrie M Davino-Ramaya,

Krishnan Ramaya,

Joseph Szmerekovsky

Publication year - 2009

Publication title -

the permanente journal

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.445

H-Index - 30

eISSN - 1552-5775

pISSN - 1552-5767

DOI - 10.7812/tpp/08-100

Subject(s) - stewardship (theology) , medicine , service delivery framework , health care , resource (disambiguation) , competition (biology) , patient satisfaction , conceptual model , nursing , knowledge management , service (business) , quality (philosophy) , process management , marketing , business , computer science , computer network , ecology , philosophy , epistemology , database , politics , economic growth , political science , economics , law , biology

As competition intensifies within the health care industry, patient satisfaction and service quality are providing the evidentiary basis for patient outcomes. We propose a conceptual model of three interrelated areas, service, health outcomes, and resource stewardship, all affected by the clinician-patient relationship. Our model considers the perspectives of the health care organization, the clinician, and the patient to define a more comprehensive measure of health care delivery performance. Research and managerial aspects, including implementation, are discussed.

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