000			01726naa a2200253uu 4500
001			6041314552621
003			OSt
005			20190211161018.0
008			060413s2006 xx ||||gr |0|| 0 eng d
100	1		_aPAKDIL, Fatma _924466
245	1	0	_aPatient satisfaction in a preoperative assessment clinic : _ban analysis using SERVQUAL dimensions
260			_aUK : _bRoutledge, _cJanuary 2005
520	3		_aOne of the most important quality dimensions and key success indicators in health care is patient satisfaction. One way to measure patient satisfaction is by calculating the gap that appears between patients' expectations and perceptions about services delivered. In this study, we focused on measuring this gap in a hospital-based preoperative assessment clinic. By using the SERVQUAL model, we found that patients' most highly ranked expectation is 'adequate information about their anesthesia and surgery', and the second one is 'adequate friendliness, courtesy'. These areas contained relatively low gaps between perceptions and expectations. The largest gap occurred between the expectation of clinic waiting time and overall quality perceived. We found the SERVQUAL model to be useful in revealing differences between patients' preferences and their actual experience.
650		4	_aHealth care quality _924467
650		4	_aPatient satisfaction _912624
650		4	_aPreoperative care _912625
650		4	_aSERVQUAL _924468
650		4	_aService quality _919445
700	1		_aHARWOOD, Timothy N. _924469
773	0	8	_tTotal Quality Management & Business Excellence _g16, 1, p. 15 - 30 _dUK : Routledge, January 2005 _xISSN 1478-3363 _w
942			_cS
998			_a20060413 _b1455^b _cNatália
998			_a20081212 _b1041^b _cZailton
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15561 _d15561
041			_aeng