Search research articles

ABOUT JoVE

Overview Leadership Blog JoVE Help Center

AUTHORS

Publishing Process Editorial Board Scope & Policies Peer Review FAQ Submit

LIBRARIANS

Testimonials Subscriptions Access Resources Library Advisory Board FAQ

RESEARCH

JoVE Journal Methods Collections JoVE Encyclopedia of Experiments Archive

EDUCATION

JoVE Core JoVE Business JoVE Science Education JoVE Lab Manual Faculty Resource Center Faculty Site

Terms & Conditions of Use

Related Concept Videos

Integrated Healthcare System

Integrated Healthcare System

An integrated healthcare system (IHS) is a set of organizations that provides for or arranges to provide coordinated and continuous service to a defined population. The IHS takes responsibility for that particular population's health status and outcome, both clinically and fiscally. An integrated healthcare system is a well-organized, well-coordinated, and collaborative network. The integrated delivery system is a network that connects different healthcare providers to deliver organized,...

Infection

Infection

When a pathogen enters the body and reproduces, it can cause an infection, damage body cells, and cause illness symptoms that eventually lead to disease. Therefore, its prevention requires breaking the chain of infection.
The chain begins with pathogens: bacteria, viruses, fungi, prions, or parasites such as protozoa helminths. These can be present on the skin as transient or resident flora, or they can be acquired from the environment. Identifying and treating the type of infection and...

Healthcare Associated Infections I: Iatrogenic, Exogenic and Endogenic

Healthcare Associated Infections I: Iatrogenic, Exogenic and Endogenic

Healthcare-associated infections (HAIs) occur in a healthcare facility while a person receives care for another ailment. This category also includes work-related infections among healthcare staff.
HAIs significantly increase the cost of health care. Extended stays in healthcare institutions, increased disability, increased costs of medications, including specialized antibiotics, and prolonged recovery times add to the patient's expenses and the healthcare institution and funding bodies. Common...

Healthcare Associated Infections II: Preventive Measures

Healthcare Associated Infections II: Preventive Measures

Essential infection prevention measures are based on the knowledge of the infection chain, the modes of transmission in healthcare settings, and the use of the best practices in all healthcare settings. Compulsory public reporting of healthcare-associated infection rates is needed to allow individuals and the community to make informed choices regarding selecting a healthcare facility.
The best practices for preventing healthcare-associated infections include hand hygiene, patient risk...

Health Information Technology and Healthcare Information System

Health Information Technology and Healthcare Information System

Health Information Technology (HIT)
Health Information Technology, commonly called HIT, integrates advanced information systems and technology in healthcare settings. Its primary functions include:

Nursing Clinical Information System

Nursing Clinical Information System

Nursing Clinical Information System (NCIS)
A Nursing Clinical Information System (NCIS) is a specialized type of healthcare information system tailored to meet the unique needs of nursing practice. It incorporates the principles of nursing informatics to streamline information management and improve the quality of care delivery.
Critical attributes of NCIS include:

You might also read

Related Articles

Articles linked to this work by shared authors, journal, and citation graph.

Sort by

Same author

Youth and jobs: Educational,vocational, and mental health aspects.

Journal of youth and adolescence·2014

Same author

Ideology and personality: Aspects of identity formation in adolescents with strong attitudes toward sex-role equalitarianism.

Journal of youth and adolescence·2014

Same author

Mobilization of community resources in the outpatient treatment of adolescent delinquent boys: A case report.

Community mental health journal·2013

Same author

Problems of ethics in community mental health: A survey of community psychologists.

Community mental health journal·2013

Same author

Donald M. Berwick on American healthcare and the Institute for Healthcare Improvement. Interview by Chittur A Sivaram and Marva West Tan.

Journal for healthcare quality : official publication of the National Association for Healthcare Quality·2013

Same author

Decline in ICU adverse events, nosocomial infections and cost through a quality improvement initiative focusing on teamwork and culture change.

Quality & safety in health care·2006

Search research articles

Related Experiment Video

Updated: Jul 26, 2026

Site-specific Bacterial Chromosome Engineering: ΦC31 Integrase Mediated Cassette Exchange (IMCE)

Site-specific Bacterial Chromosome Engineering: ΦC31 Integrase Mediated Cassette Exchange (IMCE)

Published on: March 16, 2012

Service quality in health care.

J W Kenagy¹, D M Berwick, M F Shore

¹Harvard Business School, Boston, MA, USA. jkenagy@hbs.edu

|February 24, 1999

Summary

Improving healthcare service quality, beyond technical skills, can enhance patient outcomes and satisfaction while reducing costs. Lessons from other service industries offer transferable strategies for healthcare professionals.

Area of Science:

Healthcare Management
Service Quality Studies
Patient Experience Research

Background:

The US healthcare system, a large service industry, rarely discusses service quality beyond technical competence.
Patient experience and satisfaction are critical but often overlooked aspects of healthcare delivery.

Purpose of the Study:

To illustrate service quality principles within a routine healthcare encounter.
To review and apply service quality concepts from other industries to healthcare.
To establish the benefits of integrating high-quality service into healthcare practices.

Main Methods:

Analysis of a routine healthcare encounter through a service quality lens.
Review of literature on service quality from both within and outside the healthcare sector.

More Related Videos

Screening Foodstuffs for Class 1 Integrons and Gene Cassettes

Screening Foodstuffs for Class 1 Integrons and Gene Cassettes

Published on: June 19, 2015

Using Human Induced Pluripotent Stem Cell-derived Intestinal Organoids to Study and Modify Epithelial Cell Protection Against Salmonella and Other Pathogens

Using Human Induced Pluripotent Stem Cell-derived Intestinal Organoids to Study and Modify Epithelial Cell Protection Against Salmonella and Other Pathogens

Published on: May 12, 2019

Related Experiment Videos

Last Updated: Jul 26, 2026

Site-specific Bacterial Chromosome Engineering: ΦC31 Integrase Mediated Cassette Exchange (IMCE)

Site-specific Bacterial Chromosome Engineering: ΦC31 Integrase Mediated Cassette Exchange (IMCE)

Published on: March 16, 2012

Screening Foodstuffs for Class 1 Integrons and Gene Cassettes

Screening Foodstuffs for Class 1 Integrons and Gene Cassettes

Published on: June 19, 2015

Using Human Induced Pluripotent Stem Cell-derived Intestinal Organoids to Study and Modify Epithelial Cell Protection Against Salmonella and Other Pathogens

Using Human Induced Pluripotent Stem Cell-derived Intestinal Organoids to Study and Modify Epithelial Cell Protection Against Salmonella and Other Pathogens

Published on: May 12, 2019

Main Results:

High-quality service integration can improve clinical outcomes, patient satisfaction, and physician satisfaction.
Implementing superior service quality can lead to reduced healthcare costs.
Expert application of service quality principles offers a competitive advantage in healthcare.

Conclusions:

Healthcare can significantly benefit from adopting advanced service quality techniques used in other industries.
Physicians can learn and apply transferable service quality strategies to enhance patient care.
Elevating service quality is crucial for improving overall healthcare delivery and outcomes.