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Essay / Research Paper Abstract
This 3 page paper is a literature review of factors influencing that satisfaction of inpatients, which include the expectation gap, interactions with medical staff, the proliferation of information and demographic influences. The bibliography cites 6 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TEimpatient.rtf
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Unformatted sample text from the term paper:
this does not mean patient satisfaction cannot be measured, or that the difficulties in measuring satisfaction should discourage the measurement. Patient satisfaction is not only an issue of reducing
patient stress and increasing quality of service in what it, by any definition, a service industry. This may also be seen increasing an understanding of how to better deliver services
and make use of resources as well as allow for issue of accountability in healthcare organisations (Guadagnino, 2003). When healthcare takes place on a competitive environment it is not only
the more efficient delivery of services that is the issue, but also meeting the expectation of the patients and the medical facility maintaining an image (Guadagnino, 2003). This is not
isolated to paid for healthcare, and is also applicable to other forms, such as state funded care, but to a lesser extent due to limited patient choice. Measuring the delivery
of service is not new. Specific tools have been developed in commerce for service measurements. One tool used in service industries is that of SERVQUAL. This is a tool that
helps assess the differences between the expectations and perceptions of the customers, and the actual delivery (Selber, 1998). This measure identifies and then measure five perceived angles of customer service,
those are tangibles, reliability, responsiveness, assurance and empathy. When these service factors are all considered in conjunction with each other and resulted combined the total level of satisfaction can be
gauged. This type of measure also works in much the same way that a customer will gauge the service for themselves (Selber, 1998). This is a good example of the
many tools that are available to give a tangible result. The gap is important to measure especially as consumer are becoming more aware of alternative and general standards (Woodring
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