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International Journal of Health Care Quality Assurance

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Articles

Articles

Article No:	Article Information:
1669227	Gearing service quality into public and private hospitals in small islands: Empirical evidence from Cyprus Huseyin Arasli, Erdogan Haktan Ekiz, Salih Turan Katircioglu (pp. 8-23) Keywords: Customer services quality, Cyprus, Hospitals, Patients, Private hospitals, Public sector organizations ArticleType: Research paper View HTML | View PDF (104 KB) | Reprints & Permissions
1669228	Measuring the three process segments of a customer's service experience for an out-patient surgery center Angela M. Wicks, Wynne W. Chin (pp. 24-38) Keywords: Customer services quality, Outpatients, Patients, Performance levels, United States of America ArticleType: Research paper View HTML | View PDF (166 KB) | Reprints & Permissions
1669229	Pessimism and hostility scores as predictors of patient satisfaction ratings by medical out-patients Brian A. Costello, Thomas G. McLeod, G. Richard Locke III, Ross A. Dierkhising, Kenneth P. Offord, Robert C. Colligan (pp. 39-49) Keywords: Health services, Patients, Personality, United States of America ArticleType: Research paper View HTML | View PDF (82 KB) | Reprints & Permissions
1669230	The role of understanding customer expectations in aged care Leib Leventhal (pp. 50-59) Keywords: Australia, Customer satisfaction, Elder care, Patients ArticleType: Case study View HTML | View PDF (102 KB) | Reprints & Permissions
1669231	Patient claims and complaints data for improving patient safety Pia Maria Jonsson, John Øvretveit (pp. 60-74) Keywords: Complaints, Measurement, Patients, Quality improvement, Safety, Sweden ArticleType: Research paper View HTML | View PDF (128 KB) | Reprints & Permissions
1669232	Evaluating hospital service quality from a physician viewpoint Peter Hensen, Meinhard Schiller, Dieter Metze, Thomas Luger (pp. 75-86) Keywords: Customer services quality, Doctors, Germany, Hospitals, Questionnaires ArticleType: Research paper View HTML | View PDF (155 KB) | Reprints & Permissions
1669233	The influence of service quality and patients' emotions on satisfaction Maria Helena Vinagre, José Neves (pp. 87-103) Keywords: Customer satisfaction, Portugal, Service levels ArticleType: Research paper View HTML | View PDF (217 KB) | Reprints & Permissions
1669234	The relative importance of service dimensions in a healthcare setting Rooma Roshnee Ramsaran-Fowdar (pp. 104-124) Keywords: Health services, Mauritius, Private hospitals, Service levels ArticleType: Research paper View HTML | View PDF (110 KB) | Reprints & Permissions

Editorial

Patient satisfaction structures, processes and outcomes

Item No:	Item Information
1669235	Patient satisfaction structures, processes and outcomes Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes Author(s): Keith Hurst View HTML

News and views

World Health Organization

Item No:	Item Information
1669236	World Health Organization Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Europe - Future oncology healthcare strategy on the agenda of the Portuguese EU council presidency

Item No:	Item Information
1669237	Europe - Future oncology healthcare strategy on the agenda of the Portuguese EU council presidency Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

UK - Quality improvement: patient-reported outcomes and experiences now integrated with clinical data for the first time

Item No:	Item Information
1669238	UK - Quality improvement: patient-reported outcomes and experiences now integrated with clinical data for the first time Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Patients give vote of confidence in overall care provided by NHS hospitals in largest national survey

Item No:	Item Information
1669239	Patients give vote of confidence in overall care provided by NHS hospitals in largest national survey Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Patient satisfaction surveys made easy: Department of Health

Item No:	Item Information
1669240	Patient satisfaction surveys made easy: Department of Health Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Signposting the way to better out of hours services for patients

Item No:	Item Information
1669241	Signposting the way to better out of hours services for patients Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Americas - Outsourcing improves patient satisfaction

Item No:	Item Information
1669242	Americas - Outsourcing improves patient satisfaction Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Recent publications

Using Patient Experience in Nurse Education

Item No:	Item Information
1669243	Using Patient Experience in Nurse Education Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Bringing User Experience to Healthcare Improvement: the Concepts, Methods and Practices of Experience-based Design

Item No:	Item Information
1669244	Bringing User Experience to Healthcare Improvement: the Concepts, Methods and Practices of Experience-based Design Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML

Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty

Item No:	Item Information
1669245	Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty Journal: International Journal of Health Care Quality Assurance Vol : 21 Issue: 1 Special Issue: Patient satisfaction structures, processes and outcomes View HTML