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Summary of Service Quality and Patient-Centered Care SO and SO Such and Such University Nurs2263-04 Summary of Service Quality and Patient-Centered Care Quality patient centered care is vital to a hospital or clinic’s ability to treat whole patients. Dabney and Tzeng (2013) address the necessity to implement patient-centered care into clinic and hospital settings. The article clarifies what patient-centered care and service quality is by consolidating many works and sighting benefits medical professionals can observe in their practice. Dabney and Tzang (2013) highlight the importance, sighting the Department of Heath and Human Services heads (2011), urging health care providers to improve their…show more content…
The gaps that show areas of improvement are of the nurse’s perceived service and the patient’s perceived experience based on the patient’s expectations (Dabney and Tzang 2013). A patient’s expectations are modeled by past experiences, culture, personal needs, and word of mouth from other patient experiences. If a provider does not implement a patient-centered approach to patient care the patient’s needs cannot be met due to the gap in patient expectations and perceived service (Dabney and Tzang 2013). In addition to benefitting the patient, the patient-centered approach also benefits the heath care provider. Andrews (2009) and Charmel and Frampton (2008) stated that an increase in the attention to quality care will increase patient satisfaction and thus increase the chance the patient will return to the facility for future care (as sighted by Dabney and Tzang 2013). The nurse can also use the Four Gap Model created by Parasuraman (et al., 1985) to analyze and improve their patient oriented care as suggested by Dabney and Tzang (2013). If a patient’s expectations is met or exceeded by their perception of service, then word of mouth with another prospective patient may potentially narrow the gap between nurse prospective of care and delivery of standards before interaction with said patient exists (Dabney and Tzang 2013). In brief, Dabney and Tzang (2013)
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