Healthcare quality: An empirical analysis in urgent care

L. Drew Rosen and Rebecca A. Scott
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L. Drew Rosen: University of North Carolina Wilmington, Cameron School of Business, USA
Rebecca A. Scott: University of North Carolina Wilmington, Cameron School of Business, USA

Management in Healthcare: A Peer-Reviewed Journal, 2021, vol. 5, issue 2, 151-162

Abstract: Today’s healthcare system is especially complex and significantly different from what it has previously been. This paper reviews the impact that health-care quality has on consumers and what needs to be done in order to successfully navigate the system and advocate for further quality improvements. The literature is replete with research relating to healthcare in hospitals and healthcare in general. There is a gap in the literature relating to service quality in urgent care facilities, in particular the important dimensions of quality that should be the focus in the urgent healthcare field. With the new Affordable Healthcare Act taking hold, we expect to see more and more consumers using urgent care facilities, versus a traditional healthcare provider, making this research very timely in uncovering the drivers of quality health care in the urgent care domain. Current research in the healthcare system is especially complex and significantly different from what has been previously discussed in the literature. The current study examines the nature of the association between service quality as perceived by patients and its service determinants. With the assessment knowledge generated by this study, we will be able to provide guidelines for operating strategies that urgent care facilities need to successfully compete in the ‘new world’ of affordable health care.

Keywords: health-care quality; service quality (SERVQUAL); urgent care facilities; quality improvement; marketing research (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:aza:mih000:y:2021:v:5:i:2:p:151-162

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