The issue of quality is a core topic in healthcare services management. In this article we try to summarize the most relevant theoretical approaches, providing a general definition of "quality" and trying a possible generic relationship between the concepts of "perceived quality" and "client satisfaction". Finally, we examine some methodological problems, concerning surveys on quality perception in healthcare services. Through the analysis of some examples, we will compare two methodologies, coming from the University of Siena (Italy) and from the Picker Institute Europe in Oxford (United Kingdom) © PI-ME, Pavia 2009.
Coluccia, A., Ferretti, F., Cioffi, R. (2009). Cenni teorici sul concetto di qualità percepita in sanità [Theoric hints on the quality perception in health care services concept]. GIORNALE ITALIANO DI MEDICINA DEL LAVORO ED ERGONOMIA, 31(3 Suppl. B), 31-41.
Cenni teorici sul concetto di qualità percepita in sanità [Theoric hints on the quality perception in health care services concept]
Coluccia, A;Ferretti, F;
2009-01-01
Abstract
The issue of quality is a core topic in healthcare services management. In this article we try to summarize the most relevant theoretical approaches, providing a general definition of "quality" and trying a possible generic relationship between the concepts of "perceived quality" and "client satisfaction". Finally, we examine some methodological problems, concerning surveys on quality perception in healthcare services. Through the analysis of some examples, we will compare two methodologies, coming from the University of Siena (Italy) and from the Picker Institute Europe in Oxford (United Kingdom) © PI-ME, Pavia 2009.
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https://hdl.handle.net/11365/8516