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Published on: February 16, 2011
Using the "customer service framework" to successfully implement patient- and family-centered care
Pavani Rangachari1, Anita Bhat, Yoon-Ho Seol
1Department of Health Informatics, Georgia Health Sciences University, Augusta, Georgia 30912, USA. prangachari@georgiahealth.edu
Quality Management in Health Care
|July 5, 2011
Summary
The Service Quality Model (SQM) supports universal patient involvement in healthcare, addressing concerns about effectiveness and feasibility. This framework guides managers in implementing patient-centered care strategies effectively.
Area of Science:
- Healthcare Management
- Organizational Behavior
- Service Quality Theory
Background:
- Debate exists on the effectiveness and feasibility of patient and family-centered care (PFCC).
- Organizational literature is divided on the benefits of involving patients in treatment decisions and safety.
- Federal policies advocate for PFCC, but practical implementation faces challenges.
Purpose of the Study:
- To reconcile the debate on patient involvement in healthcare.
- To apply the Service Quality Model (SQM) to the healthcare context.
- To identify practical steps for implementing PFCC.
Main Methods:
- Utilized the established Service Quality Model (SQM), a consumer service framework.
- Applied SQM principles to analyze patient involvement in healthcare settings.
- Examined the relationship between consumer expectations, management perceptions, and perceived service quality.
Main Results:
- The SQM supports the universal adoption of patient involvement in healthcare.
- SQM highlights fundamental service quality determinants and consumer needs.
- Identified management requirements for successful PFCC implementation.
Conclusions:
- The SQM provides a robust framework for understanding and implementing PFCC.
- Healthcare managers can use SQM to bridge expectation gaps and improve service quality.
- SQM offers strategies for successful policy implementation of PFCC.
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