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Volume : II, Issue : VI, July - 2012 “impact Of Continuous Quality Improvement On Patient (customer) Satisfaction In Madhya Pradesh Hospitals With Special Reference To Jabalpur District” DEEPAK SHARMA AND GANGA DHAR DAS Published By : Laxmi Book Publication Abstract : The importance of quality in the Health care sector has been recognized relatively
recently, but it has been accelerated over the past years through the development of
quality assurance, quality improvement programs and patients' agendas. Quality was
very popular in the marketing literature where the notion of «satisfying the customer»
was a dominant model of quality of service provided and consumer satisfaction. This
movement initiated a global research on assessing customer satisfaction in the past
years and articles on Medline measuring somewhat patient satisfaction with care. The
vast majority of these articles developed and used a patient satisfaction scale.Only few
researchers developed a conceptual framework for conceptualization of service quality
and patient satisfaction, before validating their scale. Keywords : Article : Cite This Article : DEEPAK SHARMA AND GANGA DHAR DAS, (2012). “impact Of Continuous Quality Improvement On Patient (customer) Satisfaction In Madhya Pradesh Hospitals With Special Reference To Jabalpur District”. Indian Streams Research Journal, Vol. II, Issue. VI, http://oldisrj.lbp.world/UploadedData/1177.pdf References : - Nancy O. Graham Quality in health car e: theory, application, and evolution 1995
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- Mickey L. Parsons Guide to clinical resource management1997
- Douglas C. Fair Principles and methods of quality management in health care 2000
- Curtis P. McLaughlin Continuous quality improvement in health care : theory 1994
- Norbert Goldfield Measuring and managing health care quality: procedures1991
- Andrew F. Long Health services performance: effectiveness and efficiency”
- Joint Commission Resources Tools for performance measurement in health care2002
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- Christina W. Giles The medical staff services handbook 2006
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- American College of Medical Quality Core curriculum for medical quality management 2005
- www.who/cqi/satisfaction
- www.searo.who.int/LinkFiles/2007_Audit_Instructions.pdf
- www.allbusiness.com/Satisfaction/auditing/120414-1.html
- www.qcin.org
- www.nabh/standards.org
- www.nabh/qualityindicator.org
- http://www.hospitalproductivity.org/?gclid=COyVoNuL1qoCFY0c6wodFW6f7A
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