The soft approach to quality of hospital care

A. G.H. Thompson*

*Corresponding author for this work

Research output: Contribution to journalReview articlepeer-review


It is argued that traditional methods of measuring the quality of hospital services in the National Health Service in Britain have tended to be limited to aspects of economy and utility. More recent interest in incorporating the views of service users has led to ad hoc surveying which is likely to be of limited and perhaps questionable value. This article shows how a model can be developed to provide indices of patient satisfaction, in a way that provides the means for quality assurance and control through the power of comparative as well as absolute measurement.

Original languageEnglish
Pages (from-to)59-67
Number of pages9
JournalInternational Journal of Quality & Reliability Management
Issue number3
Publication statusPublished - 1 Mar 1986


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