Quality Improvement: Measuring Consumer Satisfaction
Quality Improvement: Measuring Consumer Satisfaction
Bonnie Forward
HCA375 Continuous Quality Monitoring & Accreditation
Instructor: Paula Arceneaux
October 17, 2011
The determining factor for providing a dynamic, ongoing relationship between your patients/clients and your healthcare facility, making certain your patients/clients come back to you for additional services, and encouraging affirmative word-of-mouth referrals from previous patients is consumer satisfaction. A noteworthy trend in the progress of modern healthcare is the participation of clients/patients in managing their healthcare. A consumer satisfaction measure is crucial if the administrator is to assess the amenities being delivered and to guarantee the desired clinical results to meet the client/patient’s wishes. Statistics can be collected that will allow the manager to make variations in programming for quality improvement (QI) based on the feedback given by consumers. A consumer satisfaction measure is a kind of QI tool that is intended to get feedback right from patients/clients about their view of the quality of services they receive from your facility, the usefulness of those services, and the results they have achieved. A consumer satisfaction measure is an instrument that must be a crucial part of any QI program that can be used to measure the end treatment and how it relates to the original plan of treatment and real services provided. “As techniques to measure the quality of healthcare proliferate and improve, health professionals are beginning to accept that patient/clients and their families hold unique vantage points as expert witnesses of care and that they should plan their services to reflect the needs of patient/clients,” (DOHC, 2001). Consumer satisfaction can be measured by numerous methods such as satisfaction surveys, which are meant to gauge the patient’s insight in many areas using multiple factors. Some of those factors include the facilities,
Bonnie Forward
HCA375 Continuous Quality Monitoring & Accreditation
Instructor: Paula Arceneaux
October 17, 2011
The determining factor for providing a dynamic, ongoing relationship between your patients/clients and your healthcare facility, making certain your patients/clients come back to you for additional services, and encouraging affirmative word-of-mouth referrals from previous patients is consumer satisfaction. A noteworthy trend in the progress of modern healthcare is the participation of clients/patients in managing their healthcare. A consumer satisfaction measure is crucial if the administrator is to assess the amenities being delivered and to guarantee the desired clinical results to meet the client/patient’s wishes. Statistics can be collected that will allow the manager to make variations in programming for quality improvement (QI) based on the feedback given by consumers. A consumer satisfaction measure is a kind of QI tool that is intended to get feedback right from patients/clients about their view of the quality of services they receive from your facility, the usefulness of those services, and the results they have achieved. A consumer satisfaction measure is an instrument that must be a crucial part of any QI program that can be used to measure the end treatment and how it relates to the original plan of treatment and real services provided. “As techniques to measure the quality of healthcare proliferate and improve, health professionals are beginning to accept that patient/clients and their families hold unique vantage points as expert witnesses of care and that they should plan their services to reflect the needs of patient/clients,” (DOHC, 2001). Consumer satisfaction can be measured by numerous methods such as satisfaction surveys, which are meant to gauge the patient’s insight in many areas using multiple factors. Some of those factors include the facilities,
References: Ginsberg, C. & Sheridan, S. (Spring, 2001). Health Care Financing Review. Limitations of and barriers to using performance measurement: purchasers’ perspectives. Retrieved October 14, 2011, from: http://findarticles.com/p/articles/mi_m0795/is_3_22/ai_79053740/pg_2/?tag=content;col1 Hughes, Ronda G. (2008, Apr.). Patient Safety and Quality: An evidence-based handbook for nurses. Retrieved October 14, 2011, from the NCBI Bookshelf. National Library of Medicine, National Institutes of Health at: http://www.ncbi.nlm.nih.gov/books/NBK2682/ McLaughlin, C. & Kaluzny, A. (2006). Continuous quality improvement in health care. (3rd ed). Sudbury, MA: Jones & Bartlett Publishers. PTPN providers earn high patient satisfaction scores. (ptpn.com, 2007, Jan. 15). Retrieved October 13, 2011, from: http://www.ptpn.com/post/?p=1460 The Health Strategy – Quality and Fairness (DOHC, 2001). Retrieved October 14, 2001, from: http://www.dohc.ie/issues/health_strategy/action48.pdf?direct=1