Health Care Literature Review
CHAPTER 2: LITERATURE REVIEW
2.0 Introduction
In this chapter, literature relevant to the study discipline is reviewed. Theoretical arguments and models relating to private health care service delivery are considered. At the end of the chapter, the researcher would have brought out major concepts and ideologies in private health care service delivery.
2.2 Understanding Quality
Quality‟ as defined by International Organization for Standardization is a relative concept and if the inherent characteristic of a service meets the requirements of the customer, it can be rated as high quality (Reinartz, 2004). In a service industry, like healthcare, experience of the patient plays a crucial role in rating and assessment
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However, these heightened awareness drives, based on persuasion, do not always result in behavioural modification by personnel. Such drives do not yield the needed results because they do not identify the deeds to be done, establish no clear responsibility for doing the needed deeds and provide no structure process for ‘how to go from here to there’ (Mills, 1989). The private heath care provider group demonstrated its commitment to quality service provision by granting approval of this study. Given that the context of this research is health care, specifically delivery of pharmaceutical services in hospitals of a private health care provider group, the consideration of quality will be confined to this …show more content…
The Institute of Medicine (IOM) defines quality of health care services as, “The degree to which health services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge” (Institute of Medicine, 1990). Seemingly, definitions of quality care have two parts that people regard as essential. One part is giving care of high technical quality, which in this case means that services offered are performed in a technically excellent manner to ensure that the needed health outcomes surpass the risks by a sufficiently wide margin. Another part is that all health care consumers wish to be treated in a humane, culturally and consensually informed manner (Brook et al
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