دانلود رایگان مقاله لاتین چارچوب ارزیابی کیفیت بیمار برای خدمات بهداشتی از سایت الزویر
عنوان فارسی مقاله:
چارچوب ارزیابی کیفیت بیمار برای خدمات بهداشتیعنوان انگلیسی مقاله:
Patient-centric quality assessment framework for healthcare services
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Background and literature
Within the broad area of service quality assessment, there is signifi- cant amount of literature; not all of it is relevant to healthcare services. The key idea in the literature over the past twenty five years has been that assessment of service quality has transitioned from the traditional transactional approach to a customer experience centric approach, giving rise to the term customer experience management (CEM). Hirschman and Holbrook (1982) in their seminal paper on CEM talked about moving away from a rational consumer perspective to an irrational consumer perspective. The rational consumer was engaged in information processing to evaluate utility whereas the irrational consumer relies on experiential value that relates to multisensory, fantasy and emotive aspects of experience. As mentioned before, Deming (1993) has proposed a customer-centric definition of quality as the degree to which the customer's expectations are met or exceeded. Many more studies, since Hirschman and Holbrook (1982) have underscored this customer centric value theme. For example, LaSalle and Britton (2003) explained that the customer experience is strictly personal and implies customer's involvement at different levels such as rational, emotional, sensorial physical and spiritual. Gentile et al. (2007) claimed that customer experience depends largely upon the relationship developed between the service provider and the customer. Tynan and Mckechnie (2009) reviewed the literature on experience marketing and pointed the wide gap between academia and practice. They also stressed that the customer is the final and only arbiter of value and that the service provider must be flexible and responsive to the customer needs. Torres et al. (2014) said that these new approaches enable development of emotional relationships between customers and service provider, thereby enhancing positive customer experience which reflects positively on the service provider. Won (2015) has classified customer experience attributes based on interaction, responsiveness, and expandability and stressed that the strategies of the future must weigh heavily on overall customer experience of the services received and the responsiveness of the service provider rather than on just the effectiveness of the treatment. Osei-Frimpong et al. (2016) point out that patients these days are much more educated due to access to health related information online which allows patients to co-create value. Yeon et al. (2006) warn that new technologies should be introduced cautiously as new technologies might be viewed favorably by some customers while not so favorably by others. When assessing the customer's experiential value it is important to identify broad value categories or dimensions and attributes within those broad value categories. For example, Hirschman and Holbrook (1982) talked about hedonic attributes that include emotions and sensory satisfaction. LaSalle and Britton (2003) also included emotional and sensory satisfaction and also added spiritual satisfaction. A popular survey instrument used to assess service quality is called SERVQUAL (Parasuraman et al., 1991) which uses the following five broad dimensions: Reliability, Assurance, Tangibles, Empathy and Responsiveness. The SERVQUAL quality model also goes by the name RATER, based on the first letter of these five dimensions. Reliability includes the competence of the service provider; Assurance includes the trustworthiness of the service provider; Tangibles include the physical facility, equipment and appearance or personnel; Empathy includes the care and individualized attention provided to the customers; Responsiveness includes willingness to help customers and provide timely service. In each category, questions can be designed specific to the service provided and customers are required to express their satisfaction on a seven-point Likert scale. The use of the SERVQUAL survey instrument has received some criticism as a valid tool for the healthcare industry as it was designed primarily for service industry in general.
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