...Pankaj Deshwal; Vini Ranjan; Geetika Mittal Purpose – The purpose of this paper is to identify the service quality dimensions that play an important role in patient satisfaction in campus clinics in Delhi; assess student satisfaction with service; and suggests ways to improve areas...

... shown to them by medical staff. Patient feedback shows that despite the introduction of the Patients’ Charter, waiting times from referral to appointment and delays in clinics are still identified as the main areas for improvement. Findings show that patients are, however, remarkably tolerant...

..., but may not be suitable for all patients. Staff and patients had different views, which converged with experience of the new system. © MCB UP Limited 1998 Appointments Clinics Focus groups Health Queues Waiting time is an important component of health care quality, and is a frequent...

...John E. Clague; Patrick G. Reed; Judith Barlow; Roy Rada; Margaret Clarke; Richard H.T. Edwards To assess and plan alterations in outpatient clinic structure, produces a computer simulation of an outpatient clinic based on detailed time and role measurements from the authors’ clinic. The simulation...

... is a comprehensive cancer centre with 400 beds. The hospital is responsible for a population of 1.9 million inhabitants in the southern part of Norway. About 3,500 new cancer patients are seen yearly and, for about 500 patients, attendance at the out‐patient clinic represents their first contact with the hospital...

...Mike Hart In The Patients’ Charter, a standard is laid down that all patients who attend out‐patient clinics should be seen within 30 minutes of their appointment time. Discusses how a statistical monitoring system using a “low technology” approach was implemented at Leicester General...

...Hugh Koch; Jane Davies Outlines the introduction of total quality systems into all clinical services within a community‐based NHS Trust in the West Midlands. Provides practical details of each aspect of the quality‐planning process. Shows the commitment of clinicians to“managing quality improvement...

...Elizabeth A. Anderson Describes research undertaken to assess the quality of service provided by a public university health clinic. The SERVQUAL instrument was administered to patients of the University of Houston Health Center in order to evaluate customer perceptions of service quality...