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Model for measurement and assessment of quality of services provided by health insurance management bodies in Morocco: AORT

Author(s): Kerak E | Barrijal S

Journal: Pratiques et Organisation des Soins
ISSN 1952-9201

Volume: 41;
Issue: 3;
Start page: 215;
Date: 2010;
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Keywords: Quality of service | total quality management | consumer satisfaction | evaluation studies | insurance | health | Morocco.

In the light of basic medical cover in Morocco, health insurance management bodies (OGAM: organismes gestionnaires d’assurance maladie) in public and private sectors alike are called upon to assess the quality of the services they provide. In order to do so, they need an appropriate method and measurement tools. Following analysis of the various models for SQ measurement and assessment existing in the literature, it became clear that generalisation of such models has been the subject of considerable criticism and dispute among specialists in the field. So far, however, we have no specific qualitative or quantitative approach available for measurement and assessment of service quality (SQ) carried out by OGAMs in Morocco. We decided that development of a new tool for measurement and assessment of these institutions’ SQ is of major importance if we are to rectify the situation. Starting off from the idea that it is possible to come up with a simple SQ assessment procedure suitable for all OGAMs, the authors of this study propose a fourdimensional qualitative approach to assessment and an operational satisfaction barometer (quantification). Results obtained from practical application of these tools have been the subject of a paper published in a specialised journal. Prat Organ Soins. 2010;41(3):215-224
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