In order to measure patient’s satisfaction and to better respond to their requirements, Health Units SA has adopted the ServQual service quality framework. By using this framework:
- The gaps in the service provision are identified, from the user’s point of view,
- The prioritisation on which failures should be resolved first is done in relation to their impact on the quality of the service,
- Opportunities for improvement are identified,
- A number of procedures are developed, the implementation of which is continuously audited and determines the quality of the services offered.