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

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


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