Open AccessMeasuring functional quality in the pediatric intensive care
Author(s) -
Jeffrey B. Sussmane
Publication year - 2013
Publication title -
journal of hospital administration
Language(s) - English
Resource type - Journals
eISSN - 1927-7008
pISSN - 1927-6990
DOI - 10.5430/jha.v3n1p73
Subject(s) - quality (philosophy) , service quality , business , health care , quality management , perception , marketing , service (business) , competitive advantage , operations management , medicine , psychology , economics , philosophy , epistemology , neuroscience , economic growth
Defining, measuring and delivering quality is an important challenge facing Health Care. Health Care as a Service Industry may be described with two forms of quality: technical quality, and functional quality. (1) Our previously published technical study demonstrated a reproducible and scalable measure of the technical quality, without additional capital cost. (2) A technical study, and the application of any service or measurement of quality, may be sub optimal if pursued in isolation from the patient/family (customer) perception.
This study measured the functional quality of a complex Health Care service from the patient/family perception, which is perhaps superior and more relevant. We have quantified and documented an excellent competitive franchise and competitive advantages for our services, in our market, as well as areas for improvement, without additional capital expense.