Dr Mel Smith Mel.Smith@uwe.ac.uk
Associate Professor in Strat & Ops Mngt
The English patient experience
Smith, Mel; Phippen, Andy
Authors
Andy Phippen
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.
Citation
Smith, M., & Phippen, A. (2011, July). The English patient experience. Paper presented at 18th International EurOMA Conference, Cambridge, England
Presentation Conference Type | Conference Paper (unpublished) |
---|---|
Conference Name | 18th International EurOMA Conference |
Conference Location | Cambridge, England |
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 |
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The English Patient Experience; Does Healthcare Quality Matter.docx
(773 Kb)
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The English Patient Experience; Does Healthcare Quality Matter.pdf
(691 Kb)
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