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. 2009 Fall;13(4):72-8.
doi: 10.7812/TPP/08-100.

Health care delivery performance: service, outcomes, and resource stewardship

Michelle Cowing  1 , Carrie M Davino-Ramaya, Krishnan Ramaya, Joseph Szmerekovsky
Affiliations

Health care delivery performance: service, outcomes, and resource stewardship

Michelle Cowing et al. Perm J. 2009 Fall.

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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Figures

Figure 1.
Figure 1.
Determinants of health care performance. Box A represents indicators of performance quality currently used in the health care industry. Box B represents process-related determinants of quality.
Figure 2.
Figure 2.
Perspectives in health care performance.
Figure 3.
Figure 3.
The interrelationship of the three major entities in the service triad: the health care organization, the clinicians (team of physicians, nurses, medical assistants, office staff), and the patient, as well as needs associated with health care performance.
None
“Left Bank, Paris” manipulated photograph By Ira Levy, MD
See this image and copyright information in PMC

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