Continuous quality improvement of emergency services.
The authors describe a five-year continuous quality improvement program that monitors inpatient and outpatient satisfaction with emergency services offered by a multi-institutional health care system. The program provides managers with the information to develop detailed plans for service improvement and suggests ways to appraise performance and recognize personnel.
Whipple
T W
TW
James J. Nance College of Business Administration, Cleveland State University, OH.
Edick
V L
VL
D003625:Data Collection; D004636:Emergency Service, Hospital / Q000592:standards*; D007297:Inpatients / Q000523:psychology; D009096:Multi-Institutional Systems / Q000592:standards; D009820:Ohio; D010045:Outpatients / Q000523:psychology; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D013997:Time Factors; D017749:Total Quality Management / Q000458:organization & administration*; D014850:Waiting Lists