Healthcare service quality: towards a broad definition
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 15 March 2013
Abstract
Purpose
The main purpose of this study is to define healthcare quality to encompass healthcare stakeholder needs and expectations because healthcare quality has varying definitions for clients, professionals, managers, policy makers and payers.
Design/methodology/approach
This study represents an exploratory effort to understand healthcare quality in an Iranian context. In‐depth individual and focus group interviews were conducted with key healthcare stakeholders.
Findings
Quality healthcare is defined as “consistently delighting the patient by providing efficacious, effective and efficient healthcare services according to the latest clinical guidelines and standards, which meet the patient's needs and satisfies providers”. Healthcare quality definitions common to all stakeholders involve offering effective care that contributes to the patient well‐being and satisfaction.
Practical implications
This study helps us to understand quality healthcare, highlighting its complex nature, which has direct implications for healthcare providers who are encouraged to regularly monitor healthcare quality using the attributes identified in this study. Accordingly, they can initiate continuous quality improvement programmes to maintain high patient‐satisfaction levels.
Originality/value
This is the first time a comprehensive healthcare quality definition has been developed using various healthcare stakeholder perceptions and expectations.
Keywords
Citation
Mohammad Mosadeghrad, A. (2013), "Healthcare service quality: towards a broad definition", International Journal of Health Care Quality Assurance, Vol. 26 No. 3, pp. 203-219. https://doi.org/10.1108/09526861311311409
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited