... – This cross-sectional study was conducted on all the patients who left the ED of a referral teaching hospital against medical advice (AMA) in 2008. A questionnaire was filled out for each patient to determine the reasons behind patient leaving AMA. Findings – In total, 12.8 percent of the patients left...

...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...

...Panchapakesan Padma; Prakash Sai Lokachari; Rajendran Chandrasekharan Purpose – The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients...

... approach, which involves public and patients. Findings – The model's effectiveness is premised on several enabling factors such as: teams appreciating the model; a climate that values all learning and open to re-planning; engaging any external evaluators whose role is clearly communicated to all...

...Matthew D. Smith; Julian D. Birch; Mark Renshaw; Melanie Ottewill Purpose The purpose of this paper is to evaluate the common themes leading or contributing to clinical incidents in a UK teaching hospital. Design/methodology/approach A root‐cause analysis was conducted on patient safety...

...Jaime R.S. Fonseca Purpose The purpose of this paper is to empirically test emergency department patients' service quality perceptions by measuring their satisfaction. Design/methodology/approach Mixed method research involved collecting, analysing and interpreting qualitative and quantitative...

... reliability. There is variation in terms of measuring the content, criteria and construct validation among the studies. Practical implications – The literature offers dimensions used in assessing patient perceived service quality. The review reveals diversity and a plethora of dimensions and methodology...

...Makoto Kobayashi; Toshiki Mano; Kazunobu Yamauchi Purpose – The purpose of this paper is to evaluate the relative importance of attributes for patient selection of a medical institution and to quantitatively evaluate the impact of different types of organizational forms upon the patient's...

...Rooma Roshnee Ramsaran‐Fowdar Purpose The purpose of this paper is to look at the influence of switching barriers on patients' private general practitioner (GP) service expectations and tolerance zone Design/methodology/approach From 750 questionnaires distributed to a convenience sample, 257...

...E. Kelly; J. Campbell; P. Murray Purpose The purpose of this paper is to assess patient satisfaction with their healthcare experience, total hip replacement outcome, compliance with post operative rehabilitation and consenting process effectiveness. Design/methodology/approach A consecutive...

...Aradhana Bhargava; Archana Thakur; Bibhabati Mishra; Juhi Taneja; Vinita Dogra; Poonam Loomba Purpose Measuring patient satisfaction plays an increasingly important role in the growing push toward healthcare provider accountability. This study seeks to evaluate G.B. Pant Hospital (a North Indian...

...Mosad Zineldin; Hatice Camgöz‐Akdağ; Valiantsina Vasicheva Purpose This paper aims to examine the major factors affecting cumulative summation, to empirically examine the major factors affecting satisfaction and to address the question whether patients in Kazakhstan evaluate healthcare similarly...

...Florbela Correia; Rui Nêveda; Pedro Oliveira Purpose This article seeks to explain how to monitor the chronic obstructive disease patient and control any complications so that timely treatment can be applied. Design/methodology/approach Control charts and statistical process control (SPC...

... is the preferred route, is nasal‐bridling a lower‐morbidity and cost‐effective method? Design/methodology/approach A retrospective review of pre‐existing data from an 870‐bed hospital system. Medical records were reviewed via an online database system (n=25\; patients) with severe acute pancreatitis...

...Roger Ayimbillah Atinga; Gordon Abekah‐Nkrumah; Kwame Ameyaw Domfeh Purpose The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients' satisfaction with quality of healthcare in two hospitals located...

...Liselotte Jakobsson; Leif Holmberg Purpose The purpose of this paper is to study patients' attitudes to nurses and investigate what hampering factors occur in the actual nursing situation and what patient features might affect cooperative climates. Design/methodology/approach In‐depth...

...Daniel P. Kessler; Deirdre Mylod Purpose This paper aims to investigate how patient satisfaction affects propensity to return, i.e. loyalty. Design/methodology/approach Data from 678 hospitals were matched using three sources. Patient satisfaction data were obtained from Press Ganey Associates...

...Dustin C. Derby; Andrea Haan; Kurt Wood Purpose Patient satisfaction is paramount to maintaining high clinical quality assurance. This study seeks to compare response rates, response bias, and the completeness of data between paper and electronic collection modes of a chiropractic patient...

... © Emerald Group Publishing Limited 2011 --> Quality assessment Clinical audit Patients Health care Article Type: New and views From: International Journal of Health Care Quality Assurance, Volume 24, Issue 1 Keywords: Quality assessment, Clinical audit...

...Norazah Mohd Suki; Jennifer Chiam Chwee Lian; Norbayah Mohd Suki Purpose The purpose of this paper is to investigate whether patients' perceptions exceed expectations when seeking treatment in private healthcare settings in the Klang Valley Region of Malaysia. Design/methodology/approach...