An Integrative Overview of the Quality Dimension: Marketing Implications for the Consumer-Oriented Health Care Organization

Abstract

A major problem with the quality concept is that it is so broad and multifaceted that the issue becomes obfuscated and confused.Quite often when quality is mentioned in a health care context, it is assumed that the ensuing discussion will focus on the appropriateness and effectiveness of certain technical procedures applied by medical professionals that result in a certain outcome level of health status for a patient.The problem is further compounded since, for a number of reasons, consumers of health services have not played a strong role in determining what constitutes quality. These reasons have served to advance provider definitions of quality exclusively, at the expense of consumer input. A common, and perhaps justified, belief among health care professionals and administrators is that patients (lay consumers) do at SIMON FRASER LIBRARY on June 13, 2015 mcr.sagepub.com Downloaded from

Qualité des soins dispensés en unités de courte durée gériatriques: la perspective des patients

“…La qualite demeure un concept intangible et difficile a definir (Haddad, Roberge, & Pineault, 1995;Harteloh & Verheggen, 1994;O'Connor & Bowers, 1990;Stiles & Mick, 1994;Wilde et al, 1993). Un des seuls veritables points commun aux diverses definitions accordees a la qualite est le caractere multidimensionnel de ce concept (Pascoe, 1983).…”

Can social media be used as a hospital quality improvement tool?

“…Patient experience has become a major component of the Center for Medicare and Medicaid Services Value‐Based Purchasing initiative . Hospitals have therefore focused quality improvement (QI) efforts on this area . Hospital performance in the realm of patient experience is generally determined using systematic surveys with closed‐ended questions, but patient‐generated narrative feedback can help hospitals identify the components of care that contribute to patient satisfaction and or are in need of improvement .…”