Health Care Management Review · 1990 · 37 citations · 0 references
ManagementHealth Care ManagementQuality ManagementHealth Care Quality ManagementHealthcare Quality ImprovementTotal Quality ManagementHealth Care QualityHealth Services EvaluationHealthcare Quality ManagementPatient SatisfactionQuality MeasurementQuality Of CareCustomer Quality PerceptionHealth Care Quality MeasurementHealthcare Quality AssessmentHealthcare Quality MeasurementPerceived Quality Of CareQuality Of Care EvaluationQuality Of Care PerceptionsQuality Perceptions
Quality in health care has two critical components: quality in practice and quality in perception. The first involves meeting your own or some other set of standards; the second, meeting your customers' expectations. Neither of these essentials will, by itself, carry a hospital far. This article examines the extent to which customer perception is important in understanding the concept of quality in health care.