An examination of the factors that contribute to patient satisfaction with outpatient centers and the implication for the centers.
Written in 2009; 5,373 words; 35 sources; APA; $ 132.95
Paper Summary:
This paper assesses patient satisfaction levels with the diagnosis, treatment and long-term care plans and recommendations provided by outpatient centers. It discusses the factors that most contribute to or detract from patient satisfaction levels when they visit an outpatient service provider and examines the implications of patient levels of satisfaction with an outpatient center. The paper contains graphs and figures.
Table of Contents:
Abstract
Introduction
Literature Review
Defining Quality from a Patient Services and Healthcare Perspective
Translating Healthcare Quality into Quality Management Standards
Translating Quality into Measures of Patient Satisfaction
Research Objectives & Methodology
Findings from Questionnaires
Recommendations and Balanced Scorecard
Limitations
Conclusion
Appendix
From the Paper:
"Patient satisfaction forms the foundation for the integration of TQM and QMS systems throughout healthcare today. Just as Six Sigma keys off of the voice of the customer as a core concept, so too must the many quality initiatives within the healthcare industry do the same. This survey delivers several excellent insights, the first being that the perception of time varies significantly by age group, with the 41 - 50 year old respondents in this study having the most negative perception of how their time is respected in outpatient centers. There is also the finding that the lack of professionalism and lack of alignment of the health educational materials in the clinic itself are a major detractor to satisfaction. Clearly respondents want to use these as discreet means of learning more about how to overcome their health challenges, yet across nearly every demographic group, there is a tendency to see the health educational materials as substandard. The same holds true for the A/V materials."
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