Modeling service quality in integrated healthcare

Rudavska I.

Szczecin university, Szczecin, Poland

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Rudavska I. Modeling service quality in integrated healthcare. Sotsiologicheskie issledovaniya [Sociological Studies]. 2015. No 11. P. 115-126


The purpose of this paper is to identify and define dimensions and indicators of a service quality model for Polish chronic patients in integrated healthcare settings. To identify the items and clusters of quality elements, a three-step methodology has been applied: literature review, Delphi study, and Concept Mapping. The literature study resulted in 91 elements of integrated care. The two Delphi rounds were carried out to determine importance of identified items. Finally, Concept Mapping was used to cluster the elements. Multidimensional statistical analysis and hierarchical cluster analysis were applied to design the quality model. Nine clusters have been ascertained and labeled. The identified items and clusters focus on patient pathway, patient centeredness, inter-organizational and intersectorial co-operation. The developed model could serve quality evaluation of integrated healthcare settings both in Poland, and in all countries facing healthcare reforms.

patient service; quality indicators; hierarchical cluster analysis; integrated healthcare
Content No 11, 2015