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October 13, 1999

Health Care Service Quality

Author Affiliations

Margaret A.WinkerMD, Deputy EditorIndividualAuthorPhil B.FontanarosaMD, Interim CoeditorIndividualAuthor

JAMA. 1999;282(14):1330-1331. doi:10-1001/pubs.JAMA-ISSN-0098-7484-282-14-jbk1013

To the Editor: Dr Kenagy and colleagues1 mistakenly advocate the application of service quality principles to health care, which they call the "world's largest industry." Kenagy et al assert that the medical profession should adapt the experience of industries as diverse as airlines and package delivery services in applying "service quality" to health care. To support this thesis, Kenagy reports his personal difficulties in obtaining an intravenous pyelogram as symptomatic of service-quality deficiencies. He received incorrect instructions repeatedly and was subjected to churlish employees, indifferent service, and inefficient procedures; all in all, an unpleasant experience.

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