Implementation of customer-oriented strategies in Brazilian hospitals: an instrument to assess their effectiveness

According to the trend elsewhere in the world, hospitals in Brazil are increasingly adopting customes-oriented quality improvement strategies. This paper details the construction of an instrument, precisely a questionaire, to help these hospitals assess to what extent their strategies are successful...

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Bibliographic Details
Published in:Revista de administração pública (Rio de Janeiro) 2000-01, Vol.34 (1), p.165
Main Authors: T Diana L v A de Macedo-Soares, João Alberto Neves dos Santos
Format: Article
Language:eng ; por
Online Access:Get full text
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Summary:According to the trend elsewhere in the world, hospitals in Brazil are increasingly adopting customes-oriented quality improvement strategies. This paper details the construction of an instrument, precisely a questionaire, to help these hospitals assess to what extent their strategies are successful and find solutions for the implementation problems identified. The evaluation of the instrument's reliability and validity is emphasized. Examples of some actions that were taken as a result of its application in a leading hospital illustrate how it can be effectively used to at the same time assess and give impulse to the implementation of the strategy, considering the new customer-oriented priorities.
ISSN:0034-7612
1982-3134