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.
|Number of pages||9|
|Journal||International Journal of Quality & Reliability Management|
|Publication status||Published - 1 Mar 1986|