Snip, Snip: Elective Surgery Service Expectations

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Author(s)
Walton, Andrea
Lye, Ashley
Griffith University Author(s)
Year published
2007
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The high cost of heath care provision and the shortage of qualified health care professionals are forcing health care providers to seek new approaches to operational efficiency and service provision. When linked to changing customer expectations we have the potential for a clash of decreasing service provision and increasing service expectations. This paper addresses this dilemma and proposes a way forward by empirically examining the theoretical concept of a Zone of Tolerance in a private hospital setting, investigating those areas where expectations may demonstrate a capacity to satisfactorily tolerate a variation in the ...
View more >The high cost of heath care provision and the shortage of qualified health care professionals are forcing health care providers to seek new approaches to operational efficiency and service provision. When linked to changing customer expectations we have the potential for a clash of decreasing service provision and increasing service expectations. This paper addresses this dilemma and proposes a way forward by empirically examining the theoretical concept of a Zone of Tolerance in a private hospital setting, investigating those areas where expectations may demonstrate a capacity to satisfactorily tolerate a variation in the levels of service provided. This will allow the private hospital provider prioritisation of scare resources.
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View more >The high cost of heath care provision and the shortage of qualified health care professionals are forcing health care providers to seek new approaches to operational efficiency and service provision. When linked to changing customer expectations we have the potential for a clash of decreasing service provision and increasing service expectations. This paper addresses this dilemma and proposes a way forward by empirically examining the theoretical concept of a Zone of Tolerance in a private hospital setting, investigating those areas where expectations may demonstrate a capacity to satisfactorily tolerate a variation in the levels of service provided. This will allow the private hospital provider prioritisation of scare resources.
View less >
Conference Title
2007 ANZMAC Conference Proceedings
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© The Author(s) 2007. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author(s).