Client Satisfaction Data and Quality Improvement Planning in Managed Mental Health Care Organizations

Quality improvement (QI) planning is enhanced when TQM administrators ensure appropriate analysis of client satisfaction (CS) survey data. A cost-effective QI strategy is to shift "moderately satisfied" into "maximally satisfied" clients. Use of a categorical variable derived fro...

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Bibliographic Details
Published in:Health care management review 1997, Vol.22 (3), p.40-52
Main Authors: Ingram, Barbara Lichner, Chung, Richard S.
Format: Article
Language:English
Subjects:
Accountability
Attitude surveys
Chi-Square Distribution
Consumers
Customer satisfaction
Female
Health Care Surveys - methods
Humans
Male
Managed care
Managed Care Programs - standards
Marketing
Mental health
Mental health care
Mental Health Services - standards
Mental institutions
Outcome Assessment (Health Care)
Patient satisfaction
Patient Satisfaction - statistics & numerical data
Planning
Planning Techniques
Quality improvement
Statistical analysis
Statistical methods
Surveys and Questionnaires
Total quality
Total Quality Management
United States
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Summary:Quality improvement (QI) planning is enhanced when TQM administrators ensure appropriate analysis of client satisfaction (CS) survey data. A cost-effective QI strategy is to shift "moderately satisfied" into "maximally satisfied" clients. Use of a categorical variable derived from CS data and development of a predictive model with Chi Square Automatic Interaction Detection (CHAID) produces recommendations for quality improvement.
ISSN:0361-6274
1550-5030
DOI:10.1097/00004010-199707000-00005