Quality Progress - May 2017 - 17

Surveys of customers across various economic
influence service-quality ratings. When evaluating a
sectors, including healthcare, indicate decreasservice, customers consider five basic dimensions:
ing satisfaction with service.1 Delivering better
1. Reliability.
2. Responsiveness.
service requires an understanding of three unique
3. Empathy.
characteristics:
4. Assurance.
1. Services are intangible performances. 2, 3 A bell5. Tangible evidence, such as facility and amenities.6
hop who smiles and willingly helps hotel guests is
performing a service. The bellhop's service is not
Reliability is most important to customers who simevaluated by touch or quantifiable means, but by
ply want service organizations to deliver what they
how he or she makes guests feel.
promise.7 Responsiveness, empathy and assurance
2. Services are provided by people, and this human
refer to how a service is provided.
element introduces variability into service
If an outpatient clinic, for example, advertises
processes. 4 Service providers' behavits cardiology services, prospective
patients expect to receive appointments
iors-and therefore, the quality of their
Just the
when they call the clinic. While tangible
services-vary hourly, daily and from
Facts
evidence-such as beautifully designed
customer to customer, depending on
facilities
and glossy marketing brochures-
the situation. Service quality can be
The gaps model
can help orgacan offer clues to service quality, it cannot
negatively affected by an employee's
nizations define
support a clinic's service reputation if a
physical and emotional well-being.
how customers
evaluate service
core service-such as providing appointThis is especially true of labor-intenby comparing
ments-is unreliable.
sive healthcare services, in which
their preservice
expectations to
While these service principles can
demands on doctors and staff can be
their perceptions
be
applied to all service organizations,
overwhelming.
during and after
the experience.
understanding how customers rate
3. Services are simultaneously produced
service quality is especially important to
and consumed. 5 During a medical
Mayo Clinic Arihealthcare organizations because the total
appointment, a doctor provides a
zona (MCA) used
the gaps model
experience
is multifaceted. Most patients
service-recording medical history and
to help managers
lack the technical knowledge to evaluate
symptoms, ordering tests, determining
identify, categorize and analyze
the quality of their medical care, so they
a diagnosis and developing a treatment
likely causes of
often rely on familiar service clues if asked
plan-as the patient consumes it.
poor healthcare
service quality.
to rate overall quality. 8
These three characteristics-intangibility, variability, and simultaneous
Patients also are customers of retail
Applying the
model improved
production and consumption-make it
service giants such as Southwest Airlines,
MCA patient satdifficult for customers to evaluate service
from which they routinely experience
isfaction ratings
for physician and
quality.
excellent service. Service excellence outnurse interactions,
side of healthcare can influence service
turnaround time
for test results,
expectations in a clinical setting where
Understanding perceptions
and perception of
patients' ratings of healthcare quality can
To improve a service, you must underefficiency in the
internal medicine
be influenced by factors such as:
stand customers' perceptions and
department.
+ A staff 's level of caring, compassion
expectations and how these factors

qualityprogress.com ❘ May 2017

QP 17


http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - May 2017

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Field Notes
Mind the Gaps
Solid Footing
Are These the Same?
New Tricks for an Old Tool
Innovation Imperative
Experience More
Career Coach
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Back to Basics
Quality Progress - May 2017 - intro
Quality Progress - May 2017 - cover1
Quality Progress - May 2017 - cover2
Quality Progress - May 2017 - 1
Quality Progress - May 2017 - 2
Quality Progress - May 2017 - 3
Quality Progress - May 2017 - 4
Quality Progress - May 2017 - 5
Quality Progress - May 2017 - Seen and Heard
Quality Progress - May 2017 - Expert Answers
Quality Progress - May 2017 - Progress Report
Quality Progress - May 2017 - Mr. Pareto Head
Quality Progress - May 2017 - 10
Quality Progress - May 2017 - 11
Quality Progress - May 2017 - Field Notes
Quality Progress - May 2017 - 13
Quality Progress - May 2017 - 14
Quality Progress - May 2017 - 15
Quality Progress - May 2017 - Mind the Gaps
Quality Progress - May 2017 - 17
Quality Progress - May 2017 - 18
Quality Progress - May 2017 - 19
Quality Progress - May 2017 - 20
Quality Progress - May 2017 - 21
Quality Progress - May 2017 - 22
Quality Progress - May 2017 - 23
Quality Progress - May 2017 - Solid Footing
Quality Progress - May 2017 - 25
Quality Progress - May 2017 - 26
Quality Progress - May 2017 - 27
Quality Progress - May 2017 - 28
Quality Progress - May 2017 - 29
Quality Progress - May 2017 - Are These the Same?
Quality Progress - May 2017 - 31
Quality Progress - May 2017 - 32
Quality Progress - May 2017 - 33
Quality Progress - May 2017 - 34
Quality Progress - May 2017 - 35
Quality Progress - May 2017 - New Tricks for an Old Tool
Quality Progress - May 2017 - 37
Quality Progress - May 2017 - 38
Quality Progress - May 2017 - 39
Quality Progress - May 2017 - 40
Quality Progress - May 2017 - 41
Quality Progress - May 2017 - 42
Quality Progress - May 2017 - 43
Quality Progress - May 2017 - Innovation Imperative
Quality Progress - May 2017 - 45
Quality Progress - May 2017 - 46
Quality Progress - May 2017 - Career Coach
Quality Progress - May 2017 - 48
Quality Progress - May 2017 - 49
Quality Progress - May 2017 - Statistics Spotlight
Quality Progress - May 2017 - 51
Quality Progress - May 2017 - 52
Quality Progress - May 2017 - 53
Quality Progress - May 2017 - Standard Issues
Quality Progress - May 2017 - 55
Quality Progress - May 2017 - 56
Quality Progress - May 2017 - 57
Quality Progress - May 2017 - Marketplace
Quality Progress - May 2017 - 59
Quality Progress - May 2017 - Footnotes
Quality Progress - May 2017 - 61
Quality Progress - May 2017 - 62
Quality Progress - May 2017 - 63
Quality Progress - May 2017 - Back to Basics
Quality Progress - May 2017 - cover3
Quality Progress - May 2017 - cover4
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