Health care quality: The new marketing challenge

Parents’ Global Rating of Mental Health Correlates with SF-36 Scores and Health Services Satisfaction

“…[1] Since patient satisfaction was found to correlate positively with treatmentrelated behaviors such as adherence to medical advice and appropriate use of health services, patient satisfaction surveys are frequently included as outcome measures in research studies, or as indicators of health care quality. [2,3,4] However, methodological issues including a lack of conceptual framework, uncertain validity of instruments, low response rates, and variability due to patient expectations and/or experiences can potentially affect the interpretation and ultimately the utility of patient satisfaction surveys. [5,6,7,8] In addition, the patients' needs or characteristics may influence their perceptions of service quality.…”

The role of total quality management in enabling a primary health-care orientation

“…Albert (1989), Chang and Kachal (1989) and Nelson and Goldstein (1989) equate the management of inputs to the management of service quality: "Acceptable quality service not only includes the quality of direct medical service such as diagnosis and treatments, but indirect operations such as buildings, attitudes of employees, security". The process of care has been defined (Donabedian, 1980) as a massive complex of clinical interactions and activities between doctors and their patients.…”

An Analysis of the Hospital-Patient Marketing Relationship in the Health Care Industry

“…Hospitals have traditionally been loath to promote themselves to consumers, believing that physicians, not patients, were their primary market (Nelson and Goldstein 1989). The feeling of hospitals was that, as long as physicians were happy, patients would come to their facility.…”