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.
James J. Nance College of Business Administration, Cleveland State University, OH.
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Whipple
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Edick
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