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- Title
CONTRIBUTION DES ÉLÉMENTS DE SERVICE À LA SATISFACTION DU PATIENT HOSPITALISÉ : une application du modèle tétraclasse.
- Authors
MERDINGER-RUMPLER, CAROLINE
- Abstract
This paper examines the way elements of the healthcare service contribute to patient satisfaction. The methodology is based on the tetraclass model of Llosa which has been empirically tested in a short-stay surgery department of a French public hospital. This kind of approach allows hospital management staff to gain a better understanding of the structure of patient satisfaction and helps to identify the most important actions that should be undertaken in order to improve patient satisfaction.
- Subjects
MEDICAL care; PATIENT satisfaction; METHODOLOGY; SURGERY; PUBLIC hospitals; HOSPITAL administration
- Publication
Décisions Marketing, 2009, Issue 53, p43
- ISSN
0779-7389
- Publication type
Article
- DOI
10.7193/dm.053.43.52