title: Client satisfaction data and quality improvement planning in managed mental health care organizations.
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.
authors.affiliation: Pepperdine University Graduate School of Education and Psychology, USA.
authors.forename: B L
authors.initials: BL
authors.lastname: Ingram
authors.forename: R S
authors.initials: RS
authors.lastname: Chung
mesh_terms: 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