Online from: 1988
Subject Area: Health Care Management/Healthcare
Options: To add Favourites and Table of Contents Alerts please take a Emerald profile
|Author(s):||Rade B. Vukmir, (University of Pittsburgh Medical Center Northwest, Seneca, Pennsylvania, USA)|
|Citation:||Rade B. Vukmir, (2006) "Customer satisfaction", International Journal of Health Care Quality Assurance, Vol. 19 Iss: 1, pp.8 - 31|
|Keywords:||Customer satisfaction, Customer service management, Medical practice, Process management|
|Article type:||Literature review|
|DOI:||10.1108/09526860610642573 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
Purpose – This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality.
Design/methodology/approach – Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion.
Findings – There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of “caring
Originality/value – The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.
Existing customers: login
to access this document
To purchase this item please login or register.
Complete and print this form to request this document from your librarian