Client satisfaction data and quality improvement planning in managed mental health care organizations.
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.
Ingram
B L
BL
Pepperdine University Graduate School of Education and Psychology, USA.
Chung
R S
RS
D016009:Chi-Square Distribution; D005260:Female; D019538:Health Care Surveys / Q000379:methods; D006801:Humans; D008297:Male; D008329:Managed Care Programs / Q000592:standards*; D008605:Mental Health Services / Q000592:standards*; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010934:Planning Techniques; D011795:Surveys and Questionnaires; D017749:Total Quality Management; D014481:United States