Quality evaluation in health care services based on customer‐provider relationships
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 1 October 2005
Abstract
Purpose
To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically.
Design/methodology/approach
Systematic review of the literature.
Findings
Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non‐technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence).
Originality/value
This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing‐oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.
Keywords
Citation
Eiriz, V. and António Figueiredo, J. (2005), "Quality evaluation in health care services based on customer‐provider relationships", International Journal of Health Care Quality Assurance, Vol. 18 No. 6, pp. 404-412. https://doi.org/10.1108/09526860510619408
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited