Accession Number : ADA293210

Title :   Outpatient Satisfaction: A Total Quality Management Key Indicator.

Descriptive Note : Final rept. Jul 93-May 94,

Corporate Author : ACADEMY OF HEALTH SCIENCES (ARMY) FORT SAM HOUSTON TX HEALTH CARE ADMINISTRATI ON

Personal Author(s) : Kiefer, Michael L.

PDF Url : ADA293210

Report Date : 01 MAY 1994

Pagination or Media Count : 127

Abstract : Customer satisfaction is a primary goal of the Total Quality Management (TQM) movement. In order to maintain satisfied customers, a reliable methodology to monitor levels of satisfaction must be employed. Organizations must constantly monitor the effects of management decisions in terms of customer satisfaction and establish benchmarks for future evaluation. No comprehensive, longitudinal study to monitor change in patient satisfaction levels has previously been undertaken at Tripler Medical Center (Tripler). This study had two purposes. First, the researcher set out to measure the current level of patient satisfaction at Tripler. Once computed, the researcher compared the findings with those recorded one year previously. This was undertaken to determine the magnitude and direction of change (if any) in patient satisfaction over the past year. The researcher employed a mail-out survey and used a quantitative research approach in answering the management problem posed. The results reveal that patients are very satisfied with the care they are receiving. Patient mean scores rose on all survey items. While no significant increases in the dependent variables were detected, one statistically significant independent variable, the dimension of Access to Care, did rise over last year, (1143) = 3.11, p <.002.

Descriptors :   *SURVEYS, *PATIENTS, *OUTPATIENT CLINICS, *TOTAL QUALITY MANAGEMENT, METHODOLOGY, DECISION MAKING, MANAGEMENT, VARIABLES, RELIABILITY, QUALITY, STANDARDS, MEAN, MEDICAL SERVICES, INDICATORS, SCORING.

Subject Categories : Medicine and Medical Research
      Administration and Management
      Test Facilities, Equipment and Methods

Distribution Statement : APPROVED FOR PUBLIC RELEASE