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Henriksson Peter; Westlund, Anders H.; Jönsson, Bengt; Gustavsson, Anna; Molin, Torsten
Quality Management in Health Care: July 1997
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Service quality assessments are dominated by simple analyses of questionnaire data. Such methods generally lack validity and reliability. Moreover, they do not have a target side defining what actions patient satisfaction should lead to from a management point of view. The quality, satisfaction, performance method, a technique with high validity, was applied in an internal medicine setting. The method appears to offer a unique way to relate desired results of care to different processes and structures in the clinic as well as incentives to intervene to improve the quality of care.

©1997Aspen Publishers, Inc.