Health care delivery performance: service, outcomes, and resource stewardship.
As competition intensifies within the health care industry, patient satisfaction and service quality are providing the evidentiary basis for patient outcomes. We propose a conceptual model of three interrelated areas, service, health outcomes, and resource stewardship, all affected by the clinician-patient relationship. Our model considers the perspectives of the health care organization, the clinician, and the patient to define a more comprehensive measure of health care delivery performance. Research and managerial aspects, including implementation, are discussed.
Cowing
Michelle
M
Michelle Cowing, PhD, is a Professor of Management in the Business Administration Department at Pacific University in Forest Grove, OR. E-mail: cowing@pacificu.edu .
Davino-Ramaya
Carrie M
CM
Ramaya
Krishnan
K
Szmerekovsky
Joseph
J