Commentary |

Service Excellence in Health Care

Thom Mayer, MD; Robert J. Cates, MD, MS
JAMA. 1999;282(13):1281-1283. doi:10.1001/jama.282.13.1281.
Text Size: A A A
Published online


Assessing and reporting on the quality of health care has become a fact of life.17 Quality outcomes are now compared among institutions and reported in both the consumer press and peer-reviewed literature to the delight of some and the consternation of others.810 Into this debate on comparing quality of care among institutions and clinicians come some unsettling notions. Can clinicians effectively measure and compare not only quality of care but quality of service? What is the link between defined clinical outcomes and perception of the quality of service in delivering patient care? Can patients rate both the skill and service of physicians and nurses? What is more important—outcome or satisfaction? Despite a rapidly expanding body of research on service quality in health care, these intriguing questions are still largely unanswered.

Sign In to Access Full Content

Don't have Access?

Register and get free email Table of Contents alerts, saved searches, PowerPoint downloads, CME quizzes, and more

Subscribe for full-text access to content from 1998 forward and a host of useful features

Activate your current subscription (AMA members and current subscribers)

Purchase Online Access to this article for 24 hours

First Page Preview

View Large
First page PDF preview




Meets CME requirements for:
Browse CME for all U.S. States
Accreditation Information
The American Medical Association is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians. The AMA designates this journal-based CME activity for a maximum of 1 AMA PRA Category 1 CreditTM per course. Physicians should claim only the credit commensurate with the extent of their participation in the activity. Physicians who complete the CME course and score at least 80% correct on the quiz are eligible for AMA PRA Category 1 CreditTM.
Note: You must get at least of the answers correct to pass this quiz.
You have not filled in all the answers to complete this quiz
The following questions were not answered:
Sorry, you have unsuccessfully completed this CME quiz with a score of
The following questions were not answered correctly:
Commitment to Change (optional):
Indicate what change(s) you will implement in your practice, if any, based on this CME course.
Your quiz results:
The filled radio buttons indicate your responses. The preferred responses are highlighted
For CME Course: A Proposed Model for Initial Assessment and Management of Acute Heart Failure Syndromes
Indicate what changes(s) you will implement in your practice, if any, based on this CME course.
Citing articles are presented as examples only. In non-demo SCM6 implementation, integration with CrossRef’s "Cited By" API will populate this tab (http://www.crossref.org/citedby.html).


Some tools below are only available to our subscribers or users with an online account.

Web of Science® Times Cited: 20

Sign In to Access Full Content

Related Content

Customize your page view by dragging & repositioning the boxes below.

Articles Related By Topic
Related Topics
PubMed Articles

The Rational Clinical Examination
Clinical Scenarios

The Rational Clinical Examination
Patient Scenario