practical application of improvement methods. The book shows how frontline providers in health and social services can identify …

composed of 384 women clients of family health services randomly selected from Kashan city health centers. The SERVQUAL … expectations and .84 for perceptions).Findings: In all dimensions of the services a significant (P<0.001) negative quality gap was … perceptions in all dimensions of the services. Thus, family health care managers should apply improvements in all five dimensions …

care services. We consider survey data for the years 1993-2007 with information on both individualsÄ perceived health and … their utilization of health care services. Results suggest that the introduction of market incentives via a fixed … with a clearer decrease in the utilization of emergency services. We also find mild evidence of reduced satisfaction with …

; citizens unhappy with the quality and scope of covered services are unlikely to support public financing of health care … many indicators of uncertain utility, focus on a limited number of services and are quickly out of date. Existing measures …

Economic theory predicts that outsourcing public services to private firms will reduce costs, but the effect on quality …