Assessing the quality of health care: a consumerist approach
Article Abstract:
Patient perceptions of the quality of health care are measured in a study that takes a consumerist approach to the issue. Measurement scale used us adabped from consumer behavior work (SERVQUAL). There have been indications that patients and health care providers do not always agree on the dimensions to be considered in assessing quality of care, health care researchers traditionally focusing on technical aspects only. Physicians often are not accurate in their perception of patient satisfaction, which may include nontechnical factors. Study results indicate patients assign considerable weight to health care providers' interpersonal skills, and that attutudes and quality perceptions of patients vary among those under the age of 65 and those older. Younger patients are more likely to take a consumerist stance than follow a sick-role model. Both age groups gave low ratings to service reliability and responsiveness, but differed on issues of assurance. In general, patients who are younger, more affluent, and employed full-time are more likely to be dissatisfied with quality of health care services.
Publication Name: Health Marketing Quarterly
Subject: Health care industry
ISSN: 0735-9683
Year: 1992
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Why are older patients and less educated patients less satisfied with health care quality?
Article Abstract:
The relationships between age, educational level, and income of patients and their perception of health care quality are examined. Data from questionnaires of 353 patients indicate income has little bearing on patient perceptions of quality, but the older the patient the lower the rating of satisfaction and overall perceived quality, as well as perceptions in the categories of credibility, courtesy, and communicativeness. A positive correlation was found between perceptions of credibility and communicativeness and education level.
Publication Name: Health Marketing Quarterly
Subject: Health care industry
ISSN: 0735-9683
Year: 1992
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Twenty-five years of obstetric patient satisfaction in North America: a review of the literature
Article Abstract:
A review of literature on the satisfaction of obstetric patients in the US from 1970-1997 shows the differing approaches researchers have taken to this issue. Women have been asked to base their judgment of care quality on communication from professional staff, patient desire to control aspects of their stay, degree of participation in decision making, availability of support persons, prenatal classes, nursing care, length of stay, and the physical environment. Research methods did not permit these qualities to be prioritized.
Publication Name: Journal of Perinatal & Neonatal Nursing
Subject: Health care industry
ISSN: 0893-2190
Year: 1997
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