Customer satisfaction as an indicator of quality in neurorehabilitation service

  • Raúl Villodre Universidad Católica de Valencia
  • Remedios Calero Universidad Católica de Valencia
  • Martina G. Gallarza Universitat de València
DOI: https://doi.org/10.5209/rev_CESE.2014.v24.48614
Keywords: Quality of Health Care, Consumer Satisfaction, Survey Methodology

Abstract

This paper tries to determine customer satisfaction degree from two perspectives: outsider customer (primary in patient and secondary in relatives) and insider customer (employee), being all of them indicators of quality of care in a neurorehabilitation centre. Results support clinician tendency of introducing patient satisfaction degree as an indicator, like effectiveness or efficiency, in order to value success treatment. This tendency allows to coordinate all actions in health care design in a such way that integrates professionals, patients and, in the case of a neurorehabilitation service, relatives perspectives.

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How to Cite
Villodre R., Calero R. y Gallarza M. G. (2015). Customer satisfaction as an indicator of quality in neurorehabilitation service. Cuadernos de Estudios Empresariales, 24, 131-147. https://doi.org/10.5209/rev_CESE.2014.v24.48614
Issue
Vol. 24 (2014)
Section
Articles

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