Table 1 Description of the dimensions of the Erin Research Inc. model, 1998
Settings | Description |
|---|---|
Speed | The reaction time to a request according to the expectations and needs of the customer. This is the time needed to obtain a service or a product. Speed requires: - That the time to get an appointment with professionals is reasonable; - Waiting time is short when you do not have an appointment; - The timeframe for obtaining the results of examinations or assessments is reasonable; - That the delay in obtaining diagnostic services (blood tests, x-rays, etc.) is reasonable. |
Courtesy or comfort | Feeling of well-being resulting from a healthy, clean and orderly inventory of equipment perfectly adapted to different situations. This requires that: - The environment in the health facility is positive; - That the premises be built in a safe manner, such as safe stair ramps. Courtesy refers to politeness and good manners that make the customer feel comfortable. |
Knowledge or skills | Appropriate and proven set of representations, skills and knowledge appropriately mobilized by a person or group in a work situation. |
Fairness of treatment | The patient is satisfied with the way they were treated. |
Results | The patient got what they needed. |