Beyond patient satisfaction. Broaden the scope of quality measurement by integrating the marketing view with other perspectives.
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TL;DR
A broader health care quality model is proposed that includes medical outcomes, access to health care services, and personnel dimensions along with patient satisfaction concerns as the foci of quality measurement.
Abstract
The patient satisfaction perspective has dominated recent marketing efforts to measure and understand health care quality. The authors propose a broader health care quality model that includes medical outcomes, access to health care services, and personnel dimensions along with patient satisfaction concerns as the foci of quality measurement. The model also encompasses important contextual factors that clearly affect the level of health care quality.