Excerpt from Term Paper:

......The catalyst of change in how healthcare providers are addressing patient satisfaction is built on the foundation of a shift in mindset from a transactionally-oriented focus to one that is more focused on nurturing and strengthening trust through strategies at seek to maximize patient satisfaction levels in the process. The cornerstone of these strategies that are aimed at increasing patient satisfaction levels in the short term and fueling trust in the long-term is a concentration on the components of service quality, the development of strategies that are based on service quality dimensions, reliance on customer-perceived service quality differentiators and values, and the increasing importance of balanced scorecards that include quantifiable measures of satisfaction including SERVPERF and SERVQUAL

Defining Quality from a Patient Services and Healthcare Perspective

Quality management is the dominant strategy healthcare providers globally are relying as the foundation of their patient satisfaction strategies, re-orienting this specific area of quality to align with the needs of the healthcare industry. In analyzing how this is specifically being accomplished on the part of healthcare providers, it is important to define quality itself and then illustrate how its core concepts apply to the healthcare industry. These are the building blocks necessary for

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