The role of executive and physician representative calling programs in TQM/CQI.
Many hospital Total Quality Management/Continuous Quality Improvement programs focus on the patient as the ultimate consumer of the hospital's service. Recent research utilizing data provided by Hospital Corporation of America has shown that "quality, as measured by patient satisfaction, is associated with financial strength as measured by earnings, net revenues, and return on assets ... Relatively small increases in the level of patient satisfaction are associated with millions of dollars in year-end earnings for the average hospital. "However, there are other significant customer groups on which hospitals need to focus. Chief among these are physicians, who still play a major role in determining which hospital a patient will utilize. It is reasonable to assume that the positive financial impact that has been demonstrated for the patient market also exists for the physician market.
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D003258:Consumer Behavior / Q000191:economics*; D006739:Hospital Administration / Q000191:economics / Q000592:standards*; D015274:Interdepartmental Relations; D007400:Interprofessional Relations; D010820:Physicians; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D014481:United States