Measuring and Improving Patient Satisfaction

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ISBN: 9780834210745 | 0834210746
Cover: Hardcover
Copyright: 6/1/2000

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Measuring and Improving Patient Satisfaction provides a detailed how-to approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.

Preface

Introduction

xvii

The Importance of Patient Satisfaction (and Loyalty)

(15)

Distinguishing Patient Loyalty from Patient Satisfaction

(1)

Stakeholder Perceptions, Behaviors, and Benefits

(10)

Looking Forward

(1)

Conclusion

(3)

The Definition and Dimensions of Service Quality

(13)

The Shaping of Patient Expectations

(1)

How Patients Measure Service Quality

(1)

The Evaluative Dimensions of Service Quality

(3)

The Procedural Dimension of Service Quality

(2)

The Personal Dimension of Service Quality

(1)

The Four Types of Service Quality

(2)

Conclusion

(3)

The Elements of Patient Satisfaction: What Patients Value in Health Care

(41)

Access

(8)

Convenience

(7)

Communication

(11)

Perceived Quality of Health Care Received

(4)

Personal Caring

(6)

Health Care Facilities/Equipment

(1)

Conclusion

(4)

The Relative Importance Index: Determining the Relative Importance of Each Patient Satisfaction Element

(17)

The Purpose of the RII

(1)

Focus Group Research To Determine the RII

(3)

Calculating the RII

(3)

Using Correlation Analysis To Determine What Is Most Important

(2)

Conjoint Preference Analysis

(1)

Moment of Truth Impact Assessment (MOTIA)

(4)

Learning from Experienced Health Care Employees

(1)

Conclusion

(3)

The Patient's Mental Report Card: A Model of How Patients Judge Their Health Care Experiences

(44)

MOTs

(1)

SPs

(1)

A Typical PMRC

(25)

Identifying the MOTs and SPs in Your Health Care Organization

114

(1)

Designing Positive MOT Management Blueprints

115

(2)

Designing Positive SP Management Plans

117

(2)

Conclusion

119

(4)

Appendix 5-A---The Patient's Mental Report Card

123

(8)

Measuring Patient Satisfaction: Determining an Organization's Grades on the Patient's Mental Report Card

131

(69)

Overview of Mechanisms for Measuring Patient Satisfaction

132

(2)

The Satisfaction Survey Research Process

134

(16)

Types of Data Obtained Using Questionnaires

150

(1)

Organization and Content of Patient Satisfaction Survey Questionnaires

151

(25)

Using Focus Group Research To Determine Patient Satisfaction

176

(10)

Using a ``Mystery Shopper'' Function in Your Health Care Organization

186

(2)

Conclusion

188

(5)

Appendix 6-A---Mystery Shopper's Report Card

193

(7)

Patient Satisfaction Data Collection, Processing, and Communication

200

(22)

Characteristics of Data

200

(1)

Managing Raw Data from Completed Questionnaires

201

(4)

Methods of Summarizing and Displaying Data

205

(3)

Data Analysis

208

(6)

Communicating Survey Results throughout the Organization

214

(5)

Conclusion

219

(3)

Identifying and Prioritizing Service Quality Improvement Needs

222

(34)

Gathering Input from External and Internal Customers

222

(29)

Categorizing Improvements by Change Mechanism

251

(1)

Conclusion

252

(4)

Addressing Behavior-Based Improvement Priorities

256

(67)

Influencing Behavior---The Key to Performance Management

257

(4)

Establishing Patient Satisfaction Performance Standards

261

(8)

Principles of Effective Training---A Foundation for Performance Improvement

269

(32)

Developing Targeted PSI Training Programs

301

(6)

Delivering Effective Patient Satisfaction Training within the Framework of Normal Operations

307

(2)

Guidelines for Effective Training Delivery (Presentation Skills)

309

(2)

Facilitating the Transfer of PSI Training to the Job

311

(3)

Evaluating the Effectiveness of Your PSI Training

314

(2)

Conclusion

316

(7)

Addressing Systems- and Process-Based Improvement Priorities

323

(41)

Basic Principles of Systems and Process Thinking

325

(1)

CPI and Process Reengineering in Health Care

326

(12)

Using the Tools and Techniques of CQI in Health Care

338

(9)

Guidelines for Team Function in Your Approach to Process Improvement

347

(11)

Providing CQI Training

358

(1)

Conclusion

359

(5)

Addressing Administration-Based Improvement Priorities

364

(17)

Leading and the Role of Leadership---Effectiveness and Credibility

365

(3)

A Compelling Vision: The Spark That Ignites a Patient Satisfaction Obsession

368

(2)

Change: The Foundation of Continuous Improvement

370

(4)

Leadership: Words into Action---Walking the Talk

374

(2)

Communicating Patient Satisfaction Data to Administration

376

(1)

Conclusion

377

(4)

The ``Bottom Line'': Measuring and Reporting the Value of a Patient Satisfaction Improvement Program

381

(19)

Determining Program Value

382

(1)

Collecting Essential Documentation Data

382

(6)

Isolating the Effects of Various Components of a PSI Program

388

(3)

Converting Appropriate Data to Monetary Organizational Value

391

(3)

Determining and Itemizing PSI Program Costs

394

(1)

Calculating the ROI for a PSI Program

395

(1)

Identifying the Intangible Benefits of a PSI Program

395

(1)

Conclusion

396

(4)

Building and Sustaining a Service-Oriented Organizational Culture

400

(29)

The Anatomy of Organizational Culture

401

(4)

Your Health Care Organization's ``True North''

405

(8)

The Critical Role of Service Employees

413

(7)

Reinforcing Service-Related Behaviors through Reward and Recognition

420

(3)

Conclusion

423

(6)

Putting It All Together: Your Health Care Organization's Patient Satisfaction Improvement Program Plan

429

(32)

A Conceptual Model for Planning Your PSI Program

429

(2)

The Problem or ``Opportunity for Improvement'' Statement

431

(1)

Adverse Consequences of the Problem

432

(2)

The Goal and Objectives of an Ideal Problem Solution

434

(3)

Organizational Constraints

437

(1)

Establish Solution Selection Criteria

438

(1)

Identify a Solution That Meets the Selection Criteria

439

(1)

The Benefits of Solving the Problem or Achieving the Desired Improvement

440

(2)

Potential Obstacles to Solution or Improvement Implementation

442

(3)

Skills, Knowledge, and People Required for Achieving Each Objective

445

(2)

Action Plan for the Achievement of Each Objective

447

(10)

Ongoing Assessment of Overall PSI Program Value

457

(1)

Conclusion

458

(3)

Appendix A---Focus Group Moderator's Guide

461

(4)

Appendix B---Patient Satisfaction Survey Instrument

465

(9)

Appendix C---Principles of Continuous Quality Improvement: Presentation Slides

474

(19)

Index

493

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Measuring and Improving Patient Satisfaction

Summary

Table of Contents

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