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Outpatients' experiences of quality service delivery at a teaching hospital in Gauteng.(RESEARCH)
- Article from:
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Health SA Gesondheid
- Article date:
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March 1, 2008
- Author:
- Arries, Ebin J.; Newman, Odette
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Copyright informationCOPYRIGHT 2008 University of Johannesburg. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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ABSTRACT
Quality service delivery to the consumer of health is a legal reality as it is emphasised in the White Paper on the Transformation of Public Service delivery (South Africa, 1997). The guiding philosophy adopted within this framework is that of Batho Pele, which means placing the consumer at the centre of healthcare service delivery. Increasing attention has been paid to hospital processes from a quality perspective. By analogy, outpatient departments can be viewed as industrial plants where technological know-how is transferred to patients through service delivery, which is a cornerstone of a hospital's business. Outpatients, as consumers of healthcare, draw ...
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