[Theoric hints on the quality perception in health care services concept].
topic in healthcare services management. In this article we try to summarize the most relevant theoretical approaches, providing a general definition of "quality" and trying a possible generic relationship between the concepts of "perceived quality" and "client satisfaction". Finally, we examine some methodological problems, concerning surveys on quality perception in healthcare services. Through the analysis of some examples, we will compare two methodologies, coming from the University of Siena (Italy) and from the Picker Institute Europe in Oxford (United Kingdom).
Università di Siena, Centro Interdipartimentale di Soddisfazione dell'Utenza e Qualità Percepita nei Servizi Sanitari.
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Coluccia
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Ferretti
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Cioffi
D006801:Humans; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires