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An Assessment Of Customer Satisfaction Using Patient Information For Quality Improvement Tripler Army Medical Center Hawaii
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Book Synopsis An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii by :
Download or read book An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii written by and published by . This book was released on 1993 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Quality Management (TQM) challenges health care organizations to provide high-quality clinical care that also meets or exceeds customer expectations. This requires the development of a reliable method for measuring the perceived quality of care and satisfaction from a patient's point of view. The management problem was that a comprehensive analysis of patient satisfaction had not been conducted at Tripler Army Medical Center (TAMC) to measure quality from the patient's perspective. The purpose of this study was to determine the current level of patient satisfaction and identify the various aspects of the health care delivery system at TAMC which contribute to patient satisfaction. A quantitative research approach was used to collect and analyze data using a patient satisfaction survey. The results indicated that the majority of patients surveyed were very satisfied and rated TAMC as above average in their overall evaluation. The direct care aspects of the health care system had the greatest influence on patient satisfaction, and accounted for 56.8% of the variance in the patient's overall evaluation and 55.4% of the variance in overall satisfaction. This study was also successful in identifying areas to be used in the TQM process to improve the quality of care at TAMC. Patient Satisfaction Survey, Total Quality Management.
Book Synopsis An Assessment of Customer Satisfaction by : Dorothy A. Smith
Download or read book An Assessment of Customer Satisfaction written by Dorothy A. Smith and published by . This book was released on 1993 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book NTIS Alert written by and published by . This book was released on 1996 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Determining Successful Approaches for a Total Quality Management Training Program for Tripler Army Medical Center Hawaii by : John C. Shero
Download or read book Determining Successful Approaches for a Total Quality Management Training Program for Tripler Army Medical Center Hawaii written by John C. Shero and published by . This book was released on 1993 with total page 167 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Government Reports Announcements & Index by :
Download or read book Government Reports Announcements & Index written by and published by . This book was released on 1994 with total page 1496 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Government Reports Annual Index by :
Download or read book Government Reports Annual Index written by and published by . This book was released on 1994 with total page 1372 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Case Study: Organizational Realignment at Tripler Army Medical Center to Reflect "Best Business Practice." Facilitate Coordinated Care, and Maximize the Use of Resources by :
Download or read book Case Study: Organizational Realignment at Tripler Army Medical Center to Reflect "Best Business Practice." Facilitate Coordinated Care, and Maximize the Use of Resources written by and published by . This book was released on 2000 with total page 77 pages. Available in PDF, EPUB and Kindle. Book excerpt: As Tripler Army Medical Center (TAMC) moves in the direction of a business case model to address fiscal concerns, it is exploring opportunities to improve the way in which it manages finances. At the direction of the medical center's chief of staff, a Business Process Reengineering Process Action Team (BPR-PAT) was established to evaluate Tripler's Utilization Management, Resource Management, Managed Care, Patient Administration, Information Management, and Clinical Support divisions to maximize billing, eliminate duplicative functions, simplify processes, improve data quality, and reduce costs. The purpose of this GMP is to provide a descriptive case study of the BPR-PAT's efforts and proposal to realign TAMC's organizational structure to reflect "best business practice" that will facilitate coordinated care and maximize the use of resources. The BPR-PAT proposal directs that TAMC's Managed Care Division be reorganized into Data Quality Management, Decision Support, and Customer Services Branches, and that the Managed Care Division be realigned to report to the Deputy Commander for Administration (DCA) instead of to the Deputy Commander for Clinical Services (DCCS). A fourth branch, Health Care Utilization, will be reorganized within TAMC's Quality Services Division.
Book Synopsis Adapting Existing Quality Improvement Processes to Improve Patient Satisfaction in a Health Care Office Based Practice by : Holly M. Carroll
Download or read book Adapting Existing Quality Improvement Processes to Improve Patient Satisfaction in a Health Care Office Based Practice written by Holly M. Carroll and published by . This book was released on 2012 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's competitive health care landscape it is imperative for office based (OB) practices to find sustainable ways to increase their level of customer satisfaction. Currently there is no simple yet effective quality improvement model available to the average OB practice to gage their performance. Various tools exist to assist medical practices however they have drawbacks. The goal of this project is to develop an effective user-friendly quality improvement model to improve customer satisfaction by adapting the important components of the Baldrige Criteria (BC) framework and the RCI (Rapid Cycle Improvement) process. The new Quality Improvement (QI) process model will systematically determine the value of the patient experience and delivered services. The model includes these methodical steps: 1) use the modified BC to conduct a current state analysis; 2) perform a gap analysis to pinpoint opportunities; 3) utilize the RCI process to prioritize implementable changes 4) measure the results. The findings of this research project are consistent with performance improvement programs documented in the literature. Sustainable existence of small OB healthcare practices requires deliberate changes in processes that will lead to improvements in customer satisfaction. Improving outcomes after utilizing the new simplified QI model will result in improved customer loyalty. After just one round of using the new QI model a small OB practice realized the void in understanding the customer perceptions regarding service deliverables and major disparities that exist between the perceptions of the workforce and leadership of the office. There is value in conducting an organizational analysis and making small improvements in processes' that lead to desired improvements and outcomes.
Book Synopsis Determining Successful Approaches for a Total Quality Management Training Program for Tripler Army Medical Center Hawaii by : John C. Shero
Download or read book Determining Successful Approaches for a Total Quality Management Training Program for Tripler Army Medical Center Hawaii written by John C. Shero and published by . This book was released on 1993 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Outpatient Satisfaction: A Total Quality Management Key Indicator by :
Download or read book Outpatient Satisfaction: A Total Quality Management Key Indicator written by and published by . This book was released on 1994 with total page 127 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is a primary goal of the Total Quality Management (TQM) movement. In order to maintain satisfied customers, a reliable methodology to monitor levels of satisfaction must be employed. Organizations must constantly monitor the effects of management decisions in terms of customer satisfaction and establish benchmarks for future evaluation. No comprehensive, longitudinal study to monitor change in patient satisfaction levels has previously been undertaken at Tripler Medical Center (Tripler). This study had two purposes. First, the researcher set out to measure the current level of patient satisfaction at Tripler. Once computed, the researcher compared the findings with those recorded one year previously. This was undertaken to determine the magnitude and direction of change (if any) in patient satisfaction over the past year. The researcher employed a mail-out survey and used a quantitative research approach in answering the management problem posed. The results reveal that patients are very satisfied with the care they are receiving. Patient mean scores rose on all survey items. While no significant increases in the dependent variables were detected, one statistically significant independent variable, the dimension of Access to Care, did rise over last year, (1143) = 3.11, p
Book Synopsis How to Use Patient Satisfaction Data to Improve Healthcare Quality by : Ralph Bell
Download or read book How to Use Patient Satisfaction Data to Improve Healthcare Quality written by Ralph Bell and published by . This book was released on 2000 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In How to Use Patient Satisfaction Data to Improve Healthcare Quality, the authors demonstrate the relationship between patient satisfaction and total quality in healthcare organizations. This is not a book on how to improve patient satisfaction, but rather how to use the information relating to patient satisfaction to improve overall healthcare quality. a better understanding of this information will lead to better overall performance, which in turn will lead to improved customer satisfaction, repeat business, and ultimately new business. the use of diagrams, charts, and examples throughout the book clearly demonstrate how to begin using the data relating to patient satisfaction to improve the healthcare process, financial performance, and total quality.
Book Synopsis An Assessment of Patient Satisfaction at Kimbrough Army Community Hospital, Fort George G. Meade, Maryland by :
Download or read book An Assessment of Patient Satisfaction at Kimbrough Army Community Hospital, Fort George G. Meade, Maryland written by and published by . This book was released on 1995 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The health care industry is not exempt from satisfying its customers. The abundance of managed care programs and increased competition between providers of health care has led to an emphasis on measuring customer satisfaction with all aspects of health care delivery. The management problem addressed in this study is measuring the satisfaction of the actual users of outpatient services at Kimbrough Army Community Hospital. Managed care shifts the focus of health care delivery from the inpatient setting to the outpatient setting. Therefore, in order to remain competitive in managed care initiatives, Kimbrough needs to ensure they are providing care to beneficiaries that is in line with the needs and expectations of those beneficiaries. A mail-out, patient satisfaction survey was developed with items on eight major dimensions of patient satisfaction and overall satisfaction, as well as questions to obtain demographic and utilization information. Statistical analysis revealed that overall, respondents were moderately satisfied. Respondents had the most positive attitudes toward the physical environment of Kimbrough and the level of interpersonal care given by health care providers and staff. The dimensions most related to overall satisfaction in this study were outcomes and interpersonal care.
Book Synopsis An Assessment of the Organizational Culture of Tripler Army Medical Center and Its Impact on Implementing Total Quality by : Frank C. Floro
Download or read book An Assessment of the Organizational Culture of Tripler Army Medical Center and Its Impact on Implementing Total Quality written by Frank C. Floro and published by . This book was released on 1994 with total page 83 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Service in Health Care by : Kristin Baird
Download or read book Customer Service in Health Care written by Kristin Baird and published by Jossey-Bass. This book was released on 2000-01-27 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create Your Own Culture of Service Excellence Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step proces for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.
Book Synopsis Customer Satisfaction: Experiences in Healthcare Sector (UUM Press) by : Hartini Ahmad
Download or read book Customer Satisfaction: Experiences in Healthcare Sector (UUM Press) written by Hartini Ahmad and published by UUM Press. This book was released on 2014-01-01 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
Book Synopsis Patient Satisfaction and Total Quality Management by : Mary Jo Brown
Download or read book Patient Satisfaction and Total Quality Management written by Mary Jo Brown and published by . This book was released on 1993 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model by : Maziar Lotfizadeh Dehkordi
Download or read book Assessment of Patient Satisfaction and Experience Through Correlation Analysis and KANO Model written by Maziar Lotfizadeh Dehkordi and published by . This book was released on 2017 with total page 58 pages. Available in PDF, EPUB and Kindle. Book excerpt: In pursuit of service excellence, patient satisfaction survey is widely used by hospitals and healthcare centers to measure their service levels during the course of healthcare delivery. While the traditional approach of interpreting the survey results through summary statistics and trend analysis may help identify the performance of service aspects related to patient's experience, a better understanding of the cause-effect relationships between patients' ratings of these service aspects and of the overall service is needed for the strategic allocation of resources for continuous process improvements. This research proposes a novel approach for patient satisfaction assessment by combining correlation analysis and Kano model. A sample 100 patient satisfaction survey results from a community hospital in Northeast Ohio was obtained and analyzed. Through the use of correlation analysis and Kano model, the main effect of the performance of each service aspect on the overall patient satisfaction was quantified. Furthermore, insightful information was discovered on which service aspects were basic service, which were performance service, and which were excitement service for patient's experience. These findings can help healthcare system administrators prioritize actions for service level improvements.
