Measuring and improving patient satisfaction /
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| Author / Creator: | Shelton, Patrick J. |
|---|---|
| Imprint: | Gaithersburg, Md. : Aspen Publishers, 2000. |
| Description: | xxiii, 510 p. : ill. ; 24 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/4378127 |
Table of Contents:
- Preface
- Introduction
- Chapter 1. The Importance of Patient Satisfaction (and Loyalty)
- Distinguishing Patient Loyalty from Patient Satisfaction
- Stakeholder Perceptions, Behaviors, and Benefits
- Looking Forward
- Conclusion
- Chapter 2. The Definition and Dimensions of Service Quality
- The Shaping of Patient Expectations
- How Patients Measure Service Quality
- The Evaluative Dimensions of Service Quality
- The Procedural Dimension of Service Quality
- The Personal Dimension of Service Quality
- The Four Types of Service Quality
- Conclusion
- Chapter 3. The Elements of Patient Satisfaction: What Patients Value in Health Care
- Access
- Convenience
- Communication
- Perceived Quality of Health Care Received
- Personal Caring
- Health Care Facilities/Equipment
- Conclusion
- Chapter 4. The Relative Importance Index: Determining the Relative Importance of Each Patient Satisfaction Element
- The Purpose of the RII
- Focus Group Research To Determine the RII
- Calculating the RII
- Using Correlation Analysis To Determine What Is Most Important
- Conjoint Preference Analysis
- Moment of Truth Impact Assessment (MOTIA)
- Learning from Experienced Health Care Employees
- Conclusion
- Chapter 5. The Patient's Mental Report Card: A Model of How Patients Judge Their Health Care Experiences
- MOTs
- SPs
- A Typical PMRC
- Identifying the MOTs and SPs in Your Health Care Organization
- Designing Positive MOT Management Blueprints
- Designing Positive SP Management Plans
- Conclusion
- Appendix 5-A. The Patient's Mental Report Card
- Chapter 6. Measuring Patient Satisfaction: Determining an Organization's Grades on the Patient's Mental Report Card
- Overview of Mechanisms for Measuring Patient Satisfaction
- The Satisfaction Survey Research Process
- Types of Data Obtained Using Questionnaires
- Organization and Content of Patient Satisfaction Survey Questionnaires
- Using Focus Group Research To Determine Patient Satisfaction
- Using a "Mystery Shopper" Function in Your Health Care Organization
- Conclusion
- Appendix 6-A. Mystery Shopper's Report Card
- Chapter 7. Patient Satisfaction Data Collection, Processing, and Communication
- Characteristics of Data
- Managing Raw Data from Completed Questionnaires
- Methods of Summarizing and Displaying Data
- Data Analysis
- Communicating Survey Results throughout the Organization
- Conclusion
- Chapter 8. Identifying and Prioritizing Service Quality Improvement Needs
- Gathering Input from External and Internal Customers
- Categorizing Improvements by Change Mechanism
- Conclusion
- Chapter 9. Addressing Behavior-Based Improvement Priorities
- Influencing Behavior--The Key to Performance Management
- Establishing Patient Satisfaction Performance Standards
- Principles of Effective Training--A Foundation for Performance Improvement
- Developing Targeted PSI Training Programs
- Delivering Effective Patient Satisfaction Training within the Framework of Normal Operations
- Guidelines for Effective Training Delivery (Presentation Skills)
- Facilitating the Transfer of PSI Training to the Job
- Evaluating the Effectiveness of Your PSI Training
- Conclusion
- Chapter 10. Addressing Systems- and Process-Based Improvement Priorities
- Basic Principles of Systems and Process Thinking
- CPI and Process Reengineering in Health Care
- Using the Tools and Techniques of CQI in Health Care
- Guidelines for Team Function in Your Approach to Process Improvement
- Providing CQI Training
- Conclusion
- Chapter 11. Addressing Administration-Based Improvement Priorities
- Leading and the Role of Leadership--Effectiveness and Credibility
- A Compelling Vision: The Spark That Ignites a Patient Satisfaction Obsession
- Change: The Foundation of Continuous Improvement
- Leadership: Words into Action--Walking the Talk
- Communicating Patient Satisfaction Data to Administration
- Conclusion
- Chapter 12. The "Bottom Line": Measuring and Reporting the Value of a Patient Satisfaction Improvement Program
- Determining Program Value
- Collecting Essential Documentation Data
- Isolating the Effects of Various Components of a PSI Program
- Converting Appropriate Data to Monetary Organizational Value
- Determining and Itemizing PSI Program Costs
- Calculating the ROI for a PSI Program
- Identifying the Intangible Benefits of a PSI Program
- Conclusion
- Chapter 13. Building and Sustaining a Service-Oriented Organizational Culture
- The Anatomy of Organizational Culture
- Your Health Care Organization's "True North"
- The Critical Role of Service Employees
- Reinforcing Service-Related Behaviors through Reward and Recognition
- Conclusion
- Chapter 14. Putting It All Together: Your Health Care Organization's Patient Satisfaction Improvement Program Plan
- A Conceptual Model for Planning Your PSI Program
- The Problem or "Opportunity for Improvement" Statement
- Adverse Consequences of the Problem
- The Goal and Objectives of an Ideal Problem Solution
- Organizational Constraints
- Establish Solution Selection Criteria
- Identify a Solution That Meets the Selection Criteria
- The Benefits of Solving the Problem or Achieving the Desired Improvement
- Potential Obstacles to Solution or Improvement Implementation
- Skills, Knowledge, and People Required for Achieving Each Objective
- Action Plan for the Achievement of Each Objective
- Ongoing Assessment of Overall PSI Program Value
- Conclusion
- Appendix A. Focus Group Moderator's Guide
- Appendix B. Patient Satisfaction Survey Instrument
- Appendix C. Principles of Continuous Quality Improvement: Presentation Slides
- Index
