Presents and discusses the results of a monitoring programme instituted to comply with the objectives laid down in The Patient’s Charter. Explores the dangers inherent in attempting to assess the quality of out‐patient clinics by the use of single, simplistic indicators such as a waiting time. Examines the ways in which total quality management has been deployed in a health‐service context and pays particular attention to the way in which the concept of “the customer” may need considerable refinement. Suggests incorporating more user‐centred approaches into evaluations of quality in the National Health Service, such as the patient satisfaction survey and the application of the SERVQUAL model of consumer satisfaction. Refines the concept of “ecological validity” in an attempt to capture the perceptions and world views of all of the participants in episodes of out‐patient care in order to derive more complete measures of quality.
International Journal of Health Care Quality Assurance – Emerald Publishing
Published: Apr 1, 1996
Keywords: Customers; National Health Service; Quality; TQM
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera