We are evaluating our model of care, to make it more effective, efficient and population health focused. We are measuring cost-benefit, cost-effectiveness, opportunity costs against convenience, and counterfactuals. We also need to measure the service delivery and service utilisation. We are using the WHO toolkit on service delivery. We need a complete set of tools if we get handy.
Kenneth Lui-ming Ngie
The following papers may be helpful to your topic:
- Lee, P.-M. (2006) Impact of deficient healthcare service quality, The TQM Magazine, 18, 6, pp. 563-571.
- Rust, R. T., Moorman, C. and Dickson, P. R. (2002) Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?, Journal of Marketing, 66, 4, pp. 7-24.
- Westbrooka, J. I., Coiera, E. W., Gosling, A. S. and Braithwaite, J. (2007) Critical incidents and journey mapping as techniques to evaluate the impact of online evidence retrieval systems on health care delivery and patient outcomes, International Journal of Medical Informatics, 76, 2, pp. 234-245.
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A K M Alamgir
Thank you, Kenneth, for your valuable references. I'll check those, and those will be of immense help.
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Vikas Ramachandra
Are you running randomized controlled trials?
I would also suggest looking at publications by the poverty action lab (JPAL MIT)
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