Lengnick-Hall C A
W. Frank Barton School of Business, Wichita State University, KS 67260, USA.
Hosp Health Serv Adm. 1995 Spring;40(1):25-39.
Health care enterprises make comprehensive and durable changes in people. This human-centered purpose defines the fundamental nature of quality in health care settings. Traditional perspectives of quality and familiar views of customer satisfaction are inadequate to manage the complex relationships between the health care delivery firm and its patients. Patients play four roles in health care systems that must be reflected when defining and measuring quality in these settings: patient as supplier, patient as product, patient as participant, and patient as recipient. This article presents a conceptual model of quality that incorporates these diverse patient roles. The strategic and managerial implications of the model are also discussed.
医疗保健企业会对人们产生全面而持久的影响。这种以人 为中心的目标定义了医疗保健环境中质量的基本性质。传统的质量观和常见的客户满意度观点不足以管理医疗保健服务公司与其患者之间的复杂关系。患者在医疗保健系统中扮演四个角色，在定义和衡量这些环境中的质量时必须予以体现：患者作为供应商、患者作为产品、患者作为参与者以及患者作为接受者。本文提出了一个包含这些不同患者角色的质量概念模型。还讨论了该模型的战略和管理意义。
