The English patient experience

Smith, Mel; Phippen, Andy

Abstract

Understanding the interaction between performance measurement, quality of care and patient satisfaction is important in managing healthcare. The family doctor is typically the first point of contact for patients and the gatekeeper for most treatments. Doctor's surgeries are extensively measured but little researched, however. A measurement framework which aims to improve quality of care has been adopted by most English surgeries, with patient satisfaction measured independently. This paper aims to determine whether achievement in the measurement system can predict patient satisfaction. Although literature suggests that quality care positively impacts on patient satisfaction, the results of this study do not support this.

• Presentation Conference Type: Conference Paper (unpublished)
• Conference Name: 18th International EurOMA Conference
• Start Date: Jul 3, 2011
• End Date: Jul 6, 2011
• Acceptance Date: Jul 3, 2011
• Deposit Date: Jun 3, 2019
• Publicly Available Date: Jun 3, 2019
• Peer Reviewed: Peer Reviewed
• Public URL: https://uwe-repository.worktribe.com/output/961122
• Additional Information: Title of Conference or Conference Proceedings : European Operations Management Association Conference 2011
• Contract Date: Jun 3, 2019