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Updated: Jun 9, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Health care delivery performance: service, outcomes, and resource stewardship
Michelle Cowing1, Carrie M Davino-Ramaya, Krishnan Ramaya
1Michelle Cowing, PhD, is a Professor of Management in the Business Administration Department at Pacific University in Forest Grove, OR.
Abstract:
As competition intensifies within the health care industry, patient satisfaction and service quality are providing the evidentiary basis for patient outcomes. We propose a conceptual model of three interrelated areas, service, health outcomes, and resource stewardship, all affected by the clinician-patient relationship. Our model considers the perspectives of the health care organization, the clinician, and the patient to define a more comprehensive measure of health care delivery performance. Research and managerial aspects, including implementation, are discussed.
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