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Assessing service user experience as a component of service excellence: in NHS primary healthcare settings: a case study of Salford PCT

Abusaid, BA 2007, Assessing service user experience as a component of service excellence: in NHS primary healthcare settings: a case study of Salford PCT , PhD thesis, University of Salford.

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Abstract

The aims and objectives of the research presented in this thesis were to explore service user experience as a key element of the concept of service excellence in NHS Salford Primary Care Trust. . The link between health and social deprivation is well established. Thus, service users in worst economic and social problems in Europe. A phenomenological approach was adopted in order to get to the roots of the service user's own understanding of excellent healthcare. The study undertook a critical review of previous research into service concepts and instruments and their application in healthcare settings and identified current methods and techniques used in primary care. It has been shown that existing tools rely on previous work conducted in secondary care settings and do not have a basis in understanding of user experience.

Item Type: Thesis (PhD)
Contributors: Alexander, K (Supervisor)
Themes: Built and Human Environment
Schools: Colleges and Schools > College of Business & Law
Colleges and Schools > College of Science & Technology
Colleges and Schools > College of Science & Technology > School of the Built Environment
Depositing User: Institutional Repository
Date Deposited: 21 Jul 2011 10:06
Last Modified: 18 Feb 2014 15:08
URI: http://usir.salford.ac.uk/id/eprint/14917

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