The quality improvement strategy.

Abstract:

:To prepare for managed competition, many hospitals now focus on service quality as a means to improve their competitive position. To aid in decisions about where best to direct limited resources, managers need physician feedback about how the hospital's services compare with its competitors' services (competitive advantage) and about the degree to which the hospital's services fall short of, meet, or exceed physicians' expectations (customer satisfaction). This article describes a strategy for acquiring information about competitive advantage and customer satisfaction and for using the information to identify optimal service improvement opportunities. It then presents a step-by-step application of the Quality Improvement Strategy (QIS) for a large urban hospital.

journal_name

Health Care Manage Rev

authors

Burns LR,Beach LR

subject

Has Abstract

pub_date

1994-04-01 00:00:00

pages

21-31

issue

2

eissn

0361-6274

issn

1550-5030

journal_volume

19

pub_type

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