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HBOK 1-440

Title Dare to Care
Author(s) Janusz J. Godyn
Source Quality Progress
Topic Performance Measurement
Abstract Since healthcare is now the third largest group in the Standard & Poor 500, it is important to assure that resources are efficiently allocated. Two separate entities constitute quality in healthcare—quality of care, which is the objective measure of outcome, and quality of service as perceived by the patient. Both factors are important and have significant economic consequences, but quality of care is the more important of the two and should shape the meaning of quality in healthcare. A healthcare system must create incentives for hospitals to invest in quality of care, while patients could compensate hospitals for incremental expenditures related to quality of service. The goal would be not to reduce quality of service for patients, but to realign incentives for hospitals.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/quality-progress/2009/07/customer-satisfaction-and-value/dare-to-care.pdf
Link for HTML http://www.asq.org/quality-progress/2009/07/customer-satisfaction-and-value/dare-to-care.html
Reference Code 1-440

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