Measuring service quality provision within an eating disorders context.
Traditionally, research concerning quality measurement and improvement has centred on manufacturing and industrial sectors. In the last decade, however, the focus has turned to the measurement of quality in services and more recently to healthcare. In today's progressively competitive health-care environment hospitals increasingly realise the need service quality as a means to improve their competitive position. The aim of this study is to assess the service quality provision of a leading UK-based eating disorder service provider, achieved through the development and application of the SERVQUAL research instrument for measuring service quality. Following thematic analysis of service user feedback, six dimensions of service quality were identified and mapped on to the P-C-P attributes model. The approach adopted for this case study research may usefully inform service assessment programmes for similarly positioned health-care service providers.
Doran
Desmond
D
Strategy and Research Operations Group, Kingston upon Thames, Surrey, UK.
Smith
Peter
P
D019985:Benchmarking; D003284:Contract Services / Q000592:standards; D005194:Family Practice / Q000592:standards; D001068:Feeding and Eating Disorders / Q000453:epidemiology / Q000523:psychology / Q000628:therapy*; D006302:Health Services Research; D006779:Hospitals, Public / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011320:Primary Health Care / Q000592:standards; D011785:Quality Assurance, Health Care / Q000706:statistics & numerical data*; D019984:Quality Indicators, Health Care; D012017:Referral and Consultation; D011795:Surveys and Questionnaires; D006113:United Kingdom / Q000453:epidemiology