Measuring quality through performance : Respecting the subjective: quality measurement from the patient's perspective  

Oleh:

Elwyn, Glyn ; Buetow, Stephen ; Hibbard, Judith ; Wensing, Michel

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: British Medical Journal (keterangan: ada di Proquest) vol. 335 no. 7628 (Nov. 2007), page 1021.

Ketersediaan

Perpustakaan FK Nomor Panggil: B16.K.2007.01 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Modern health care is recognising, albeit with difficulty, that it is a service industry and has to pay more attention to those who use it. It may have unique features—in that it deals with high stake issues—but in common with other knowledge intensive services, it has to balance the expert skills with the expectations and experiential expertise of users. Service industries have learnt that sustained profitability stems from meaningful customer focus, collaboratively designed products and services, and positive interpersonal exchanges that management science calls "moments of truth."1 Healthcare organisations are now keen to take patients' perspectives seriously, but it's not as simple as it may sound. What do patients want? Reviews of patient priorities are consistent.2 Summarised, they state that patients assume technical competence at both professional and organisational levels. Patients admit difficulty in judging whether these assumptions are met, although they further assume that systems are in place to ensure that basic standards . . .

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