... Emerald Group Publishing Limited 2011 Patients Operating rooms Hospitals Operational effectiveness Re‐engineering Portugal Customer satisfaction The model was constructed from the actual schedules of operating rooms and surgical teams during a single year. In order to determine...

... through focus group evaluations. This paper explains the approach, and summarizes results from the evaluations, leading to improvements before the final design first opens to the general public. © Emerald Group Publishing Limited 2010 Customer satisfaction Hospitals Performance management...

... 36‐100 per cent) when accepting a one‐day wait. An average wait of 1.3 days per patient was seen (Exton, 2008). © Emerald Group Publishing Limited 2010 Plastic surgery Organizational effectiveness Customer satisfaction Injuries National Health Service United Kingdom...

... distribution, one variable is considered at a time. Health services sector Patients Customer satisfaction SERVQUAL Turkey Healthcare satisfaction has become the latest trend nowadays. It has been realised that in order to have a better competitive advantage or best practice in the healthcare...

... structure quality and physician‐patient communication. © Emerald Group Publishing Limited 2009 Endoscopic instruments Patients Customer satisfaction Surveys The term “customer satisfaction” is widely used to denote satisfaction with commercial products and services. Nowadays, customer...

... and Adolescent 16, Psycho‐Geriatrics 36) (96 participating patients). © Emerald Group Publishing Limited 2008 Doctors Outpatients Customer satisfaction Medical care Communication Individual perception Differences between groups were assessed by non‐parametric statistics (e.g. Kruskall...

... bright light into enlarged pupil. Health services Questionnaires Customer satisfaction Cataract extraction remains the most commonly performed surgical procedure worldwide. Whilst several tools have been developed to assess the impact of cataract surgery on visual function and quality...

... Customer satisfaction A complaint is defined as “an expression of dissatisfaction that requires a subsequent response” (DoH, 1996). The current complaints scheme was introduced 1 April 1996 following a review conducted by a committee, chaired by Professor Alan Wilson of Leeds University, on the all...

... performance. © Emerald Group Publishing Limited 2005 General practitioners Patients Customer satisfaction Quality Demography Wales Ensuring a positive experience of healthcare is an important aspect of the government's quality agenda for the NHS (Department of Health, 1998 ; Welsh...

... which improvement can happen is designed to help managers conceptualize the process. protocols; reminders; and alerts (Anderson, 1997). © MCB UP Limited 2001 Hospitals Patients Customer satisfaction The US health care market is becoming more competitive than ever...

... under more restrictive forms of Medicaid managed care. Health care Health Insurance Customer satisfaction The Medicaid program in the USA was created in the mid‐1960s, primarily for the states and Federal government to finance care for poor, single mothers‐to‐be, poor children...