More is not necessarily better

Reeves, Jill; Binder, Janna; Gnida, Jan Carolus
December 2008
Marketing Health Services;Winter2008, Vol. 28 Issue 4, p24
Academic Journal
This article discusses the lack of congruence between the standardization of procedures in evidence-based medicine and patient perceptions of quality care. Research is presented indicating that patients define quality care in terms of customer service interactions rather than the quality of treatment methods. The relationship between patient perceptions of care quality and the U.S. government sponsored Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey is explored. The distinction between frequency of care surveys of medical practice and ratings based surveys that focus on patient perceptions of quality are emphasized.


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