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Health care quality is the degree to which health care services for individuals and populations increase the likelihood of desired health outcomes. [2] Quality of care plays an important role in describing the iron triangle of health care relationships between quality, cost, and accessibility of health care within a community. [3]
The Donabedian model is a conceptual model that provides a framework for examining health services and evaluating quality of health care. [1] According to the model, information about quality of care can be drawn from three categories: "structure", "process", and "outcomes". [2]
SERVQUAL is a multidimensional research instrument designed to measure service quality by capturing respondents' expectations and perceptions along five dimensions of service quality. [2] The questionnaire consists of matched pairs of items - 22 expectation items and 22 perceptions items - organised into five dimensions which are believed to ...
The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed in 1985, highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery.
Crossing the Quality Chasm: A New Health System for the 21st Century is a report on health care quality in the United States published by the Institute of Medicine (IOM) on March 1, 2001. A follow-up to the frequently cited 1999 IOM patient safety report To Err Is Human: Building a Safer Health System , Crossing the Quality Chasm advocates for ...
In United States healthcare, service excellence is the ability of the provider to consistently meet and manage patient expectations. Clinical excellence must be the priority for any health care system. [1] However, the best healthcare systems combine professional (clinical) service excellence with outstanding personal service.
The Lalonde Report is a 1974 report produced in Canada formally titled A new perspective on the health of Canadians. [1] It proposed the concept of the "health field", identifying two main health-related objectives: the health care system; and prevention of health problems and promotion of good health. The report is considered the "first modern ...
The five control knobs for health-sector reform. In "Getting Health Reform Right: A Guide to Improving Performance and Equity," [2] Marc Roberts, William Hsiao, Peter Berman, and Michael Reich of the Harvard T.H. Chan School of Public Health aim to provide decision-makers with tools and frameworks for health care system reform.