Experiencing health care service quality: through patients' eyes

Abstract

Objective: The primary aim of the present study was to consider health care service quality from the patients' perspective, specifically through the patient's eyes.

Method: A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients' eyes in an authentic and accurate, experiential manner.

Results: The findings show that there are variant and complex ways that patients experience health care service quality.

Conclusion: Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways.