Author: Farmer, Jane¹

Source: British Journal of General Practice, Volume 57, Number 536, March 2007 , pp. 225-230(6)

Abstract:

This paper uses the phenomenon of very high satisfaction with remote rural health services in Scotland as a trigger for exploring what consumers want and like in health service utilisation — and why. It draws on the business literature in customer services marketing and economic sociology to illuminate why long-term associations between consumers and providers in health care are important and beneficial. In doing so, it highlights wider lessons about the experience of good health care to be learned from the satisfaction expressed by rural residents and suggests, as health services become increasingly fragmented, the relevance of maintaining a connected experience for patients.

Keywords: CONTINUITY OF PATIENT CARE; HEALTH CARE REFORM; PATIENT CARE; PATIENT SATISFACTION; RURAL HEALTH SERVICES; SCOTLAND

Document Type: Regular paper

Affiliations: 1: Chair of Rural Health Policy and management, University of The Highlands and Islands Millennium Institute and University of Aberdeen, Inverness

Export as:

• EndNote
• BibT_EX