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Chapter-57 Quality in Health Care Organizations

BOOK TITLE: Hospital Administration

Author
1. Joshi DC
2. Joshi Mamta
ISBN
9788184486766
DOI
10.5005/jp/books/10358_57
Edition
1/e
Publishing Year
2009
Pages
25
Author Affiliations
1. Academy of Hospital Administration, Lucknow, India
2. University of Lucknow, Lucknow, India
Chapter keywords
health care organizations, customer satisfaction, cost of service, service industry, comment card

Abstract

This chapter discusses quality in health care organizations. The quality can be defined in the simplest words as the \"Degree of Excellence\". The quality is a dynamic phenomenon, it keeps on changing. It changes with time, with place and varies from person to person. Customer satisfaction is gaining maximum attention in the provision of the quality services, because, it is the customer who decides the quality. The external customer is the end user of the product or the service; in hospitals it is the patient. Cost of service should be in terms of value to cost. Like in the products industry, in service industry also the patient may be given a comment card at the time of discharge to answer some of the important comments for improvement or the weigh he rates the services.

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