Client satisfaction data and quality improvement planning in managed mental health care organizations

B L Ingram; R S Chung

Client satisfaction data and quality improvement planning in managed mental health care organizations

Health Care Manage Rev. 1997 Summer;22(3):40-52.

Authors

B L Ingram¹, R S Chung

Affiliation

¹ Pepperdine University Graduate School of Education and Psychology, USA.

PMID: 9258695

Abstract

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.

MeSH terms

Chi-Square Distribution
Female
Health Care Surveys / methods
Humans
Male
Managed Care Programs / standards*
Mental Health Services / standards*
Outcome Assessment, Health Care
Patient Satisfaction / statistics & numerical data*
Planning Techniques
Surveys and Questionnaires
Total Quality Management*
United States