A review of the perception of healthcare quality among patients and employees

Abstract

As the healthcare is a service industry, patients come to hospital to avail various healthcare services while searching for quality within the services they avail. The term service is any activity or benefit that one party can offer to another that is essentially intangible and does not result in ownership of anything. Due to its intangibility and heterogeneity, healthcare quality requires a multidimensional definition which encompasses various stakeholder needs and expectation. This study reviews existing models in healthcare services and attempts add new relevant dimensions which may be proven empirically.