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dc.contributor.authorAvery, Mark
dc.contributor.authorCripps, Allan
dc.contributor.authorRogers, Gary D
dc.date.accessioned2021-03-08T02:58:38Z
dc.date.available2021-03-08T02:58:38Z
dc.date.issued2021
dc.identifier.issn1833-3818
dc.identifier.doi10.24083/apjhm.v16i1.599
dc.identifier.urihttp://hdl.handle.net/10072/402934
dc.description.abstractObjective: Choices and quality decisions made by consumers in relation to their healthcare have been associated with personal experience of those services, interpersonal engagement and reliance on third-party information, as well as the subsequent satisfaction with the service. The purpose of this research was to understand current information sources, determinants of quality discernment and decision-making factors by consumers in the Australian community in relation to healthcare. Method: Conventional content analysis research was undertaken in the form of a national telephone survey of 200 consumers. Open-ended questions were used to elicit information from the general community. Results: Reputation and other key interpersonal and structural elements are utilised in determining quality of healthcare services as well as in deployment as key factors in decision-making regarding use of healthcare services. While most respondents valued and used key information about provider relationships, outcomes performance and performance rankings, up to 20% of respondents did not know or could not identify ways in which they would assess and evaluate the quality of healthcare services. Conclusion: This research identifies that consumers use a range of information and advice relating to experience, interpersonal engagement and information from third-party sources. If healthcare providers develop clearer communications around their technical, procedural and conduct principles, consumers will be in a better position to evaluate reputation and make decisions about their healthcare needs and the health system.
dc.description.peerreviewedYes
dc.publisherAustralasian College of Health Service Management
dc.relation.ispartofpagefrom11
dc.relation.ispartofpageto20
dc.relation.ispartofissue1
dc.relation.ispartofjournalAsia Pacific Journal of Health Management
dc.relation.ispartofvolume16
dc.subject.fieldofresearchPublic health
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchHealth economics
dc.subject.fieldofresearchPolicy and administration
dc.subject.fieldofresearchHealth services and systems
dc.subject.fieldofresearchcode4206
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode380108
dc.subject.fieldofresearchcode4407
dc.subject.fieldofresearchcode4203
dc.titleAssessing Quality of Healthcare Delivery When Making Choices: National Survey on Health Consumers’ Decision Making Practices
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationAvery, M; Cripps, A; Rogers, GD, Assessing Quality of Healthcare Delivery When Making Choices: National Survey on Health Consumers’ Decision Making Practices, Asia Pacific Journal of Health Management, 16 (1), pp. 11-20
dcterms.licensehttp://www.creativecommons.org/licenses/by-nc/4.0/
dc.date.updated2021-03-07T22:46:03Z
dc.description.versionVersion of Record (VoR)
gro.rights.copyright© The Author(s) 2021. This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License, which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.
gro.hasfulltextFull Text
gro.griffith.authorCripps, Allan W.
gro.griffith.authorAvery, Mark


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