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Improving Outpatient Health Care Quality: Understanding the Quality Dimensions

Ward, Keith F.; Rolland, Erik; Patterson, Raymond A.


Abstract: Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.

Keith F. Ward, PhD, is Assistant Professor College of Business and Economics, Department of Management, Boise State University, ID. E-mail:

Erik Rolland, PhD, is Department Chair and Associate Professor, Department of Management-The Economic Approach, The A. Gary Anderson Graduate School of Management, University of California, Riverside. E-mail:

Raymond A. Patterson, PhD, is Canada Research Chair and Associate Professor, Accounting & MIS, School of Business, The University of Alberta, Edmonton, AB, Canada. E-mail:

© 2005 Lippincott Williams & Wilkins, Inc.