... rooms Hospitals Operational effectiveness Re‐engineering Portugal Customer satisfaction Recent environmental changes are forcing organizations to re‐invent their operating models in order to improve resource utilization and customer satisfaction. Public healthcare organizations...

... Comparison of delays to surgery pre‐ and post‐introduction of a dedicated DSU list expressed as a percentage © Emerald Group Publishing Limited 2010 Plastic surgery Organizational effectiveness Customer satisfaction Injuries National Health Service United Kingdom The 1990...

... prototypes. © Emerald Group Publishing Limited 2010 Customer satisfaction Hospitals Performance management Worldwide web Information systems United States of America Starting in the late 1990s, few States had posted public information about patient satisfaction and hospital...

...‐Ansary, 1975). This is applicable in a hospital, medical centre or private medical clinic atmosphere where the patient, physicians, nurses and other health care staff are operating in turn (Zineldin, 2006). © Emerald Group Publishing Limited 2010 Health services sector Patients Customer...

... structure quality and physician‐patient communication. Endoscopic instruments Patients Customer satisfaction Surveys The term “customer satisfaction” is widely used to denote satisfaction with commercial products and services. Nowadays, customer satisfaction is the core of business practices...

... its performance and suitability in secondary care more broadly. © Emerald Group Publishing Limited 2008 Doctors Outpatients Customer satisfaction Medical care Communication Individual perception The CARE Measure is a patient‐assessed measure of doctors' communication...

... instruments address satisfaction with the overall aspects of care. Health services Questionnaires Customer satisfaction Cataract extraction remains the most commonly performed surgical procedure worldwide. The average age of patients was 74 years (standard deviation SD 9.35), and the male...

... Hospitals Complaints Patient care Surgery 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...

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

... attempts to develop meaning for each of the four categories. As we shall see in the next section, these categories offer dimensions that can provide managers with a framework well amenable to IT. Hospitals Patients Customer satisfaction Patient satisfaction is ranked among the three most...

... without phones could participate by using neighbors’ phones or pay phones. We provided a $5 incentive for completing the survey. © MCB UP Limited 2000 Health care Health Insurance Customer satisfaction The Medicaid program in the USA was created in the mid‐1960s, primarily...