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Publication
Quality evaluation in health care services based on customerāprovider relationships
Advisor(s)
Abstract(s)
Purpose ā 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 ā Systematic review of the literature.
Findings ā 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 ā 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.
Description
Keywords
Health services Patients Customer satisfaction Quality Performance management Portugal
Citation
Eiriz, V. & Figueiredo, J. (2005). Quality evaluation in health care services based on customerāprovider relationships. Journal of Health Care Quality Assurance, 18(6), 404-412. doi: 10.1108/09526860510619408