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Cleveland Clinic:"Exceeding Our Customers’ Expectations
In 2002, The Cleveland Clinic launched an unprecedented effort to enhance patient satisfaction and create a permanent service culture for all employees. Called World Class Service, it involves every department and every employee in an ongoing effort to implement new ideas and make a difference in service, people, quality, growth and finance. It is an investment in the future of patient care.
Through World Class Service, The Cleveland Clinic intends to achieve a reputation for service." The Cleveland Clinic 9500 Euclid Avenue Cleveland, OH 44195 216.444.2200 800.223.2273 ext. 48950 TTY 216.444.0261 http://www.clevelandclinic.org/quality/satisfaction/ ******************************************************
Patient Satisfaction: The Indispensable Outcome, Managed Care Magazine:"Patient Satisfaction: The Indispensable Outcome
Surveys say a lot about quality and are continuously conducted by HMOs and accrediting bodies. The authors suggest medical groups follow suit.
By Roger Bolus, Ph.D., and Jennifer Pitts, Ph.D.
"Why measure satisfaction when the health plans we contract with already do it?"
"How can we conduct a satisfaction survey that won't disrupt office work flow?"
"How do we translate satisfaction findings into something that will make a difference?"
Questions like these reflect just a few of the concerns that many medical groups have about measuring patient satisfaction. While most large managed care organizations collect satisfaction data continuously for purposes of accreditation and quality assurance, the medical groups that contract with them often survey only irregularly, if at all.
They often fail to realize the potential benefits of regular surveys. If not already, then very soon, this will be an area of concern for medical groups as they are increasingly being held accountable for the satisfaction data collected by MCOs they contract with. Groups that do understand the advantages certainly face a number of challenges.
Let's consider the growing importance of patient-satisfaction data for medical groups, and look at some innovative approaches that may help provider groups see satisfaction as a valuable management tool." ******************************************************
MedicalSurveys.net:"MedicalSurveys.net is a joint venture between Prognosis Software and The Business Market Research Lab leadership team. Prognosis software is known for its Resolvv comment management system, which many hospitals have used to improve patient care and reward employees by capturing and tracking patient comments related to their health care experience. The Business Market Research Lab has extensive employee and customer satisfaction research experience.
MedicalSurveys.net strives to provide resources that have a positive impact on improving patient and employee satisfaction. To achieve this goal we have modeled our service strategy to follow two basic criteria:
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