How to Use Patient Satisfaction Data to Improve Healthcare Quality

Hardcover: 156 pages
ISBN 087389474X
978-0873894746
American Society for Quality
January 2000
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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. Contents include:

The Process of Satisfaction
Patient-Satisfaction Survey Audit
Patient-Satisfaction TQM/CQI Strategies
Applying Interventions for Quality Improvement
A Case Study
Conclusion
List of Patient-Satisfaction Measurement Companies

The American Society for Quality (ASQ), headquartered in Milwaukee, Wisconsin, USA, is the world’s leading authority on quality since 1946. The 104,000-member professional association creates better workplaces and communities worldwide by advancing learning, quality improvement, and knowledge exchange to improve business results. By making quality a global priority, an organizational imperative, and a personal ethic, ASQ becomes the community for everyone who seeks technology, concepts, or tools to improve themselves and their world.

(information from the publisher)

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