PMID: 8953360Dec 1, 1996Paper

Incorporating outpatient perceptions into definitions of quality

Journal of Advanced Nursing
M Hart

Abstract

This paper reviews the ways in which quality measures have been defined by reference to objective measures and applied by the producers of health care to patients. Patient satisfaction surveys may be thought to redress this imbalance and will be addressed as a precursor to the discussion of the SERVQUAL methodology, developed to measure the gap between expectations and performance in service industries. An argument will be advanced that quality measurement is still producer-led and should incorporate the views of patients more directly into the quality measurement process. It is suggested that calibration or baseline surveys of patients be conducted which then identify the issues that may be subject to more sustained quantitative analysis. Quality monitoring should be conducted in such a way that particular sub-groups can be subject to routine analysis. Models of quality measurement need to incorporate the perspectives of many 'key players' in which the views of patients are complemented by relevant professional, clinical and managerial groups. The extent to which there is a disjunction between quality as objectively measured (e.g. by waiting times) and as experienced by patients will receive attention. Suggestions will be made...Continue Reading

References

Nov 1, 1990·Journal of Advanced Nursing·S J Redfern, I J Norman
Sep 1, 1987·Journal of Advanced Nursing·D A Richards, P Lambert
Jan 1, 1982·Social Science & Medicine·S U Linder-Pelz
Dec 9, 1994·International Journal of Health Care Quality Assurance·A E Tomes, S Chee Peng Ng
Dec 9, 1994·International Journal of Health Care Quality Assurance·M Hart
Oct 8, 1983·Sociology of Health & Illness·R Fitzpatrick, A Hopkins

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Citations

Sep 30, 2000·Journal of Advanced Nursing·L Huycke, A C All
May 3, 2002·Journal of Advanced Nursing·Mary Gunther, Martha Raile Alligood
Aug 30, 2002·Health Expectations : an International Journal of Public Participation in Health Care and Health Policy·Susan PickardMartin Roland
Jun 25, 2005·International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services·Mik Wisniewski, Hazel Wisniewski
Sep 4, 2009·International Journal of Health Care Quality Assurance·Wan Edura Wan Rashid, Hj Kamaruzaman Jusoff
Jun 9, 2005·Journal of Advanced Nursing·Veronica CurrieSinead Keeney
May 13, 2010·Asia-Pacific Journal of Public Health·Jacob JohnShani Ann Mani
Nov 20, 1998·Journal of the Royal Army Medical Corps·A M CroftC J Dickinson
Jun 5, 2002·Prosthetics and Orthotics International·J H B GeertzenP U Dijkstra
Jul 18, 2017·International Journal of Health Care Quality Assurance·Juliana RochaGlaucia Ambrosano
Feb 28, 2002·British Journal of Community Nursing·N BrooksC Maggs

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