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The English patient experience: Does healthcare service quality matter?

Smith, Mel


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Dr Mel Smith
Associate Professor in Strat & Ops Mngt


Zoe Radnor

David Upton


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 Management. Routledge

Acceptance Date Oct 14, 2014
Publication Date Aug 11, 2015
Peer Reviewed Peer Reviewed
Book Title Public Service Operations Management
ISBN 9781138813694
Keywords English patient experience, healthcare service, quality
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