Dr Mel Smith Mel.Smith@uwe.ac.uk
Associate Professor in Strat & Ops Mngt
Dr Mel Smith Mel.Smith@uwe.ac.uk
Associate Professor in Strat & Ops Mngt
Zoe Radnor
Editor
David Upton
Editor
The performance of family doctors has the potential for considerable impact on overall patient care and satisfaction. This chapter focuses on publicly funded GP surgeries in England, considering the impact of performance measurement on patient satisfaction, in this context. The findings show little congruence between high achievement in the measurement system used to monitor quality of care across all GP surgeries in England, and patient satisfaction. This highlights important issues about the conflict between individual satisfaction with public services and the wider need for those services to deliver the biggest benefits to society collectively.
Smith, M. (2015). The English patient experience: Does healthcare service quality matter?. In Z. Radnor, & D. Upton (Eds.), Public Service Operations ManagementRoutledge
Acceptance Date | Oct 14, 2014 |
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Publication Date | Aug 11, 2015 |
Peer Reviewed | Peer Reviewed |
Book Title | Public Service Operations Management |
ISBN | 9781138813694 |
Keywords | English patient experience, healthcare service, quality |
Publisher URL | https://www.routledge.com/Public-Service-Operations-Management-A-research-handbook/Radnor-Bateman-Esain-Kumar-Williams-Upton/p/book/9781138813694 |
A new perspective on customer satisfaction and service quality measurement using service-dominant logic
(2016)
Presentation / Conference
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