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Essay / Research Paper Abstract
A 5 page paper that discuses an article entitled: "How to Improve Patient Satisfaction When Patients Are Already Satisfied: A Continuous Process- Improvement Approach." The essay includes a brief summary of the article, discusses key learning pints, provides an analysis of the article and the method it proposes, and explains how this method can bridge the gap between theory and conceptual work. Bibliography lists 1 source.
Page Count:
5 pages (~225 words per page)
File: MM12_PGptstgr9.rtf
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Unformatted sample text from the term paper:
relations is a factor that many organizations use to become more effective. But, what does an organization do when it already has a high customer satisfaction mean score? This is
what Friesner and colleagues (2009) investigated in a hospital setting. The authors report that satisfied patients is the greatest predictor of the health care facilitys future financial success. Patient satisfaction
surveys are usually constructed using a scale where there might be 5, 7, or 10 points in the range for scoring with high number reflecting the most satisfaction. When an
institution continually has a mean of around 9 on a 10-point scale, how can they possible improve? Very few organizations are rated that highly but those who are must still
strive for continuous improvement. The researchers were investigating this question for a mid-sized rehabilitation center that was associated with a large medical center. The investigators devised a methodology that
was more discrete in determining differences in patient satisfaction among 13 items on the questionnaire. They could then see which items were consistently higher than other areas, even if that
differences was only 0.1 difference. This gave managers and staff a goal to work towards. They also looked at data in terms of month and the location of the institutes.
They found differences in these calculations. The major key learning point in this article is that any institution can always get better, even those who already have very high customer
satisfaction outcomes. To do so, however, requires a different approach and more intense statistical tools. Frequent communication is essential for continuing progress as well as for monitoring existing conditions. The
authors report this institution assembles patient satisfaction survey results and disseminates that information to departments every month and those departments are expected to use that information. Another learning point is
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