Pathology and laboratory medicine as a service

Quality is multidimensional. The relative importance of these dimensions to those using the service of the laboratory and a pathologist has not been previously defined as a conceptual model for measuring and investigating service quality. Ten major determinants of service quality are described: access, communication, competence, courtesy, credibility, reliability, responsiveness, security, technology, and understanding. These components must be integrated into any formula for a successful health-care outcome.