The great gap. Physicians' perceptions of patient service quality expectations fall short of reality.
The various players in a health care encounter all hold different perspectives on what constitutes service quality. Findings from this preliminary investigation show that doctors in a multispecialty clinic rated patient expectations of reliability, responsiveness, assurance, and empathy lower than did administrators, patient-contact personnel, and, most significantly, the patients themselves. Health care marketers need to educate doctors on the importance patients place on certain issues and how to address them.
O'Connor
S J
SJ
School of Business Administration, University of Wisconsin-Milwaukee.
Shewchuk
R M
RM
Carney
L W
LW
D000554:Ambulatory Care Facilities / Q000592:standards; D001291:Attitude of Health Personnel; D003625:Data Collection; D016002:Discriminant Analysis; D006123:Group Practice / Q000592:standards; D015146:Midwestern United States; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D010820:Physicians / Q000523:psychology* / Q000706:statistics & numerical data; D011787:Quality of Health Care / Q000592:standards* / Q000706:statistics & numerical data; D014504:Urban Health