title: The role of expectations in the perception of health care quality: developing a conceptual model.
abstract: Proposes a conceptual model of quality which incorporates an expectation framework. The model was prompted by a related empirical study examining effectiveness in a health care setting which highlighted the importance of quality measures in a contracting environment. The model attempts to understand the relationships between perceived service quality and patient expectations, experience and satisfaction. Makes recommendations which are considered to be relevant to NHS policy makers.
authors.affiliation: University of Salford, UK.
authors.forename: T
authors.initials: T
authors.lastname: Conway
authors.forename: S
authors.initials: S
authors.lastname: Willcocks
mesh_terms: D002755:Choice Behavior; D006297:Health Services Accessibility; D006302:Health Services Research; D006801:Humans; D017146:Models, Organizational; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D010465:Perception; D011787:Quality of Health Care; D013222:State Medicine / Q000592:standards; D006113:United Kingdom