Underdiagnosis, false diagnosis and treatment of COPD in a selected population in Northern Greece.

Background: In the primary care setting, diagnosis and treatment of COPD is not always consistent with GOLD guidelines.

Objectives: To calculate the prevalence of COPD underdiagnosis, false diagnosis and treatment in the general population of northern Greece.

Methods: Observational study in the context of an early COPD detection and smoking cessation project.

Using SERVQUAL and Kano research techniques in a patient service quality survey.

This article presents the results of a service quality study. After an introduction to the SERVQUAL and the Kano research techniques, a Kano analysis of 75 patients from the General Hospital of Katerini in Greece is presented. The service quality criterion used satisfaction and dissatisfaction indices.