Konzeption und Messung der Zufriedenheit von Adressaten der Klinikleistung

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Author(s): Armin Töpfer

Publication date (Online): November 25 2016

Publisher: Springer Berlin Heidelberg

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The dimensions of service quality for hospitals: development and use of the KQCAH scale.

V Sower, J. Duffy, W Kilbourne … (2001)

Using a combination of qualitative and quantitative research methodologies, this study identifies the dimensions of hospital service quality, operationalizes the dimensions, and develops an instrument to measure patient satisfaction. This instrument, the Key Quality Characteristics Assessment for Hospitals (KQCAH) scale, was developed using input from 12 hospital administrators, over 100 hospital employees, and 23 recent patients and family members.