Cowing Michelle, Davino-Ramaya Carrie M, Ramaya Krishnan, Szmerekovsky Joseph
Michelle Cowing, PhD, is a Professor of Management in the Business Administration Department at Pacific University in Forest Grove, OR. E-mail:
Perm J. 2009 Fall;13(4):72-8. doi: 10.7812/TPP/08-100.
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.
随着医疗保健行业竞争的加剧，患者满意度和服务质量正为患者治疗结果提供证据基础。我们提出了一个由三个相互关联领域构成的概念模型，即服务、健康结果和资源管理，所有这些都受到医患关系的影响。我们的模型考虑了医疗保健机构、临床医生和患者的观点，以定义一个更全面的医疗服务提供绩效衡量标准。文中还讨论了包括实施在内的研究和管理方面的问题。
