Margaret A.WinkerMD, Deputy EditorIndividualAuthorPhil B.FontanarosaMD, Interim CoeditorIndividualAuthor
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.
Sokas TX. Health Care Service Quality. JAMA. 1999;282(14):1330-1331. doi:10-1001/pubs.JAMA-ISSN-0098-7484-282-14-jbk1013