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Service quality measurement: appointment systems in UK GP practices

Service quality measurement: appointment systems in UK GP practices Purpose – A recurring problem in the service quality literature is measurement – knowing which quality aspects should be measured and in what ways. This article aims to assess service quality measurement by focusing on general practice appointment systems. Design/methodology/approach – The authors use a case study, integrating qualitative and quantitative methods, including interviews with stakeholders as well as data regarding appointment systems' temporal aspects. Findings – This study offers insights into service quality's subjective and context‐dependent nature, as reflected in primary healthcare stakeholder perceptions and service quality's objective and quantifiable aspects, revealing its dynamic, process‐based nature. Research limitations/implications – The empirical approach to service quality measurement did not focus on all general practice service quality aspects, but instead focused on patient appointments with healthcare professionals. Broader applications to include other service quality aspects should be addressed by research. Practical implications – Using one approach, service operators could have a tool for obtaining a more complex and richer service quality picture, leading to a better understanding of the relationship between service delivery and its evaluations by different stakeholders. Originality/value – The service quality measurement method offers innovative insights into different theoretical abstractions, constructively challenges both measurement and service quality, whilst moving beyond managerial and user‐based approaches, and is highly relevant to contemporary organisation practice. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Service quality measurement: appointment systems in UK GP practices

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0952-6862
DOI
10.1108/09526861111150707
pmid
21916146
Publisher site
See Article on Publisher Site

Abstract

Purpose – A recurring problem in the service quality literature is measurement – knowing which quality aspects should be measured and in what ways. This article aims to assess service quality measurement by focusing on general practice appointment systems. Design/methodology/approach – The authors use a case study, integrating qualitative and quantitative methods, including interviews with stakeholders as well as data regarding appointment systems' temporal aspects. Findings – This study offers insights into service quality's subjective and context‐dependent nature, as reflected in primary healthcare stakeholder perceptions and service quality's objective and quantifiable aspects, revealing its dynamic, process‐based nature. Research limitations/implications – The empirical approach to service quality measurement did not focus on all general practice service quality aspects, but instead focused on patient appointments with healthcare professionals. Broader applications to include other service quality aspects should be addressed by research. Practical implications – Using one approach, service operators could have a tool for obtaining a more complex and richer service quality picture, leading to a better understanding of the relationship between service delivery and its evaluations by different stakeholders. Originality/value – The service quality measurement method offers innovative insights into different theoretical abstractions, constructively challenges both measurement and service quality, whilst moving beyond managerial and user‐based approaches, and is highly relevant to contemporary organisation practice.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Jul 19, 2011

Keywords: Service quality measurement; Primary care; Appointments systems; General practice; United Kingdom; Service quality assurance

References