Quality improvement techniques to improve patient satisfaction
Tóm tắt
This paper describes several approaches for implementing quality improvement initiatives to improve patient satisfaction, which enables health‐care organizations to position themselves for success in today's global and increasingly competitive environment. Specifically, measuring the views of patients, improving patient satisfaction through a community‐wide effort, and using a Six Sigma program are discussed. Each of these programs can be an effective mechanism for quality improvement. A key component to quality improvement techniques involves collaborative efforts by all health‐care professionals and managers as they seek to increase patient satisfaction.
Tài liệu tham khảo
(The) American Heritage Dictionary (2000), available at: http://education.yahoo.com/reference/dictionary/entries/91/r0159150.html (accessed March 3, 2004).
Feldstein, P.J. (2003), Health Policy Issues: An Economic Perspective, 3rd ed., Health Administration Press, Chicago, IL, pp. 16‐40.
Ford, R.C., Bach, S.A. and Fottler, M.D. (1997), “Methods of measuring patient satisfaction in health‐care organizations”, Health Care Management Review, Vol. 22 No. 2, Spring, p. 74.
Gale, S.F. (2003), “Building frameworks for Six Sigma success”, Workforce, Vol. 82 No. 5, May, pp. 64‐8.
Harry, M. and Schroeder, R. (2000), Six Sigma, Doubleday Publishers, New York, NY, pp. 108‐15.
Milosevic, D. and Bayyigit, M. (1999), “Quality improvement: what is in it for the patient?”, IEEE Transactions on Engineering Management, Vol. 46 No. 3, pp. 346‐7.
Revere, L. and Black, K. (2003), “Integrating Six Sigma with total quality management: a case example for measuring medication errors”, Journal of Health‐care Management, Vol. 48 No. 6, November‐December, pp. 377‐92.
Samuels, D.I. and Adomitis, F.L. (2003), “Six Sigma can meet your revenue‐cycle needs: Six Sigma is far from being the latest quality‐improvement fad; it is a proven technique grounded in principles that will endure as long as there are processes that require improvement”, Health‐Care Financial Management, Vol. 57 No. 11, November, pp. 70‐5.
Shortell, S.M. and Kaluzny, A.D. (2000), “Organization theory and health services management”, in Shortell, S.M. and Kaluzny, A.D. (Eds), Essentials of Health Care Management, Delmar Publishers, New York, NY, pp. 4‐33.
Snow, R.J., Engler, D. and Krella, J.M. (2003), “The GDAHA hospital performance reports project: a successful community‐based quality improvement initiative”,Quality Management in Health Care, Vol. 12 No. 3, July‐September, pp. 151‐8.
Wensing, M. and Elwyn, G. (2002), “Research on patients' views in the evaluation and improvement of quality of care”, Quality and Safety in Health Care, Vol. 11 No. 2, June, pp. 153‐7.