Pathology and laboratory medicine as a service.
Quality is multidimensional. The relative importance of these dimensions to those using the service of the laboratory and a pathologist has not been previously defined as a conceptual model for measuring and investigating service quality. Ten major determinants of service quality are described: access, communication, competence, courtesy, credibility, reliability, responsiveness, security, technology, and understanding. These components must be integrated into any formula for a successful health-care outcome.
Case Western Reserve University School of Medicine.
J J
JJ
Marty
D002983:Clinical Competence; D006297:Health Services Accessibility; D006801:Humans; D007755:Laboratories, Hospital / Q000592:standards*; D010337:Pathology Department, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D010565:Persuasive Communication; D011369:Professional-Patient Relations; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D014481:United States