Exploration of fairness in health services: a qualitative analysis.

A content analysis of fair and unfair experiences described by students as customers of health care services was made. The way customers had been treated by the staff during the implementation of procedures, along with the information exchange between client and service providers turned out to have a strong impact on justice perception. An outstanding point is the reciprocity on the treatment. The clients' comments about waiting times and the physical and emotional consequences of patients' encounters with health services also played a major role in fairness perception and the patients' assessment of their experience. These matters should be considered in the management of health care services.

Duke Scholars

Author E. Allan Lind Fuqua School of Business