Public management reform and citizen perceptions of the UK health system

International Review of Administrative Sciences

Volumn 78, Issue 3, 2012, Pages 494-513

  Grosso, Ashley L ^a   van Ryzin, Gregg G ^a  

^a JOHNS HOPKINS BLOOMBERG SCHOOL OF PUBLIC HEALTH   (United States)

Author keywords

citizen satisfaction; comparative; Eurobarometer; evaluation; New Public Management; performance

Indexed keywords

EUROPEAN UNION; HEALTH SERVICES; IMPLEMENTATION PROCESS; PERCEPTION; PERFORMANCE ASSESSMENT; PUBLIC ADMINISTRATION; REFORM PROCESS;

UNITED KINGDOM;

EID: 84866371283     PISSN: 00208523     EISSN: 14617226     Source Type: Journal    
DOI: 10.1177/0020852312442658     Document Type: Article

References (39)

1. Barzelay MBreaking through Bureaucracy: A New Vision for Managing within Government. Los Angeles: University of California Press; 1992:.
2. Berwick DM,James B,Coye MJ.Connections between quality measurement and improvement.Medical Care. 2003;41 (1): 130-138.
3. Bevan G,Hood C.Have targets improved performance in the English NHS?.British Medical Journal. 2006a;332 (7538): 419-422.
4. Bevan G,Hood C.What's measured is what matters: Targets and gaming in the English public health care system.Public Administration. 2006b;84 (3): 517-538.
5. Blekesaune M,Quadagno J.Public attitudes toward welfare state policies: A comparative analysis of 24 nations.European Sociological Review. 2003;19 (5): 415-427.
6. Blendon RJ,Kim M,Benson JM.The public versus the World Health Organization on health system performance.Health Affairs. 2001;20 (3): 10-20.
7. Carvalho C,Brito C,Cabral JS.Towards a conceptual model for assessing the quality of public services.International Review of Public and Nonprofit Marketing. 2010;7 (1): 69-86.
8. Clifton J,Diaz-Fuentes D.Evaluating EU policies on public services: A citizens' perspective.Annals of Public and Cooperative Economics. 2010;81 (2): 281-311.
9. Health Care Systems in the EU: A Comparative Study. Luxembourg: European Parliament; 1998:.
10. Emmerson C, Frayne C and Goodman A (2002) How much would it cost to increase UK health spending to the European average? IFS Briefing Notes, BN21.
11. Gevers J,Gelissen J,Arts W,Muffels R.Public health care in the balance: Exploring popular support for health care systems in the European Union.International Journal of Social Welfare. 2000;9:301-321.
12. Gore A (1993) Creating a Government that Works Better and Costs Less. Report of the National Performance Review. Washington, DC.
13. Green DC,Irvine BHealth Care in France and Germany: Lessons for the UK. London: Civitas; 2001:.
14. Hall JA,Irish JT,Roter DL,Ehrlich CM,Miller LH.Satisfaction, gender, and communication in medical visits.Medical Care. 1994;32:1216-1231.
15. Hasenfeld Y,Rafferty JA.The determinants of public attitudes toward the welfare state.Social Forces. 1989;67 (4): 1027-1048.
16. Heinrich CJ.Evidence-based policy and performance management: Challenges and prospects in two parallel movements.American Review of Public Administration. 2007;37 (3): 255-277.
17. Jreisat JEComparative Public Administration and Policy. Boulder, CO: Westview Press; 2002:.
18. Kettl DFThe Global Public Management Revolution: A Report on the Transformation of Governance. 2005) The Global Public Management Revolution: A Report on the Transformation of Governance, 2nd edn. Washington, DC: Brookings.Washington, DC: Brookings; 2005:.
19. Leichter HMA Comparative Approach to Policy Analysis: Health Care Policy in Four Nations. New York: Cambridge University Press; 1979:.
20. McMullan R,O'Neill M.Towards a valid and reliable measure of visitor satisfaction.Journal of Vacation Marketing. 2010;16 (1): 29-44.
21. Montalvo D.Citizen satisfaction with municipal services.AmericasBarometer Insights. 2009;14:1-6.
22. Mossialos E.Citizens' views on health care systems in the 15 member states of the European Union.Health Economics. 1997;6:109-116.
23. The New NHS: Modern. Dependable. London: Department of Health; 1997:.
24. Oliver A.The English National Health Service: 1979-2005.Health Economics. 2005;14:S75-S99.
25. Osborne D,Gaebler TReinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. Reading, MA: Addison-Wesley; 1992:.
26. Padma P,Rajendran C,Lokachari PS.Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants.Benchmarking: An International Journal. 2010;17 (6): 807-841.
27. Pollitt C (2008) Performance blight and the tyranny of the light? Accountability in advanced performance measurement regimes. Paper presented at the Kettering Seminar, Dayton, OH.
28. Pollitt C,Bouckaert GPublic Management Reform: A Comparative Analysis. 2004) Public Management Reform: A Comparative Analysis, 2nd edn. New York: Oxford University Press.New York: Oxford University Press; 2004:.
29. Radin BAChallenging the Performance Movement: Accountability, Complexity, and Democratic Values. Washington, DC: Georgetown University Press; 2006:.
30. Remler DK,Van Ryzin GGResearch Methods in Practice: Strategies for Description and Causation. Thousand Oaks, CA: Sage; 2011:.
31. Rieder S,Lehmann L.Evaluation of new public management reforms in Switzerland: Empirical results and reflections on methodology.International Public Management Review. 2002;3 (2): 25-43.
32. Robinson R,Dixon AHealth Care Systems in Transition: United Kingdom. Copenhagen: WHO Regional Office for Europe on behalf of the European Observatory on Health Systems and Policies; 1999:.
33. European Health Care Reform: Analysis of Current Strategies. Saltman RBFigueras J, ed. Copenhagen: World Health Organization Regional Office for Europe; 1997:.
34. Stipak B.Citizen satisfaction with urban services: Potential misuse as a performance indicator.Public Administration Review. 1979;39 (1): 46-52.
35. Van Ryzin GG.Expectations, performance, and citizen satisfaction with urban services.Journal of Policy Analysis and Management. 2004;23 (3): 433-448.
36. Van Ryzin GG,Immerwahr S,Altman S.Measuring street cleanliness: A comparison of New York City's scorecard and results from a citizen survey.Public Administration Review. 2008;68 (2): 295-303.
37. Walshe K.The rise of regulation in the NHS.British Medical Journal. 2002;324 (7343): 967-970.
38. Weisman CS,Rich DE,Rogers J,Crawford KG,Grayson CE,Henderson JT.Gender and patient satisfaction with primary care: Tuning in to women in quality measurement.Journal of Women's Health and Gender-based Medicine. 2000;9 (6): 657-665.
39. Wollman HEvaluation in Public-sector Reform: Concepts and Practice in International Perspective. Northampton, MA: Edward Elgar; 2003:.