Developing innovative care models: the use of customer satisfaction scores.
With the increased emphasis on accountability, cost, and quality in healthcare, models of care delivery are being restructured. The author examines the planning, implementation, and evaluation of a model of care delivery for neonates based on customer, staff nurse, nurse practitioner, and attending physician perceptions of care and their suggestions for improvement.
Stutts
A
A
Neonatal Intensive Care Unit, St. Louis Children's Hospital, St. Louis, USA. astutts@ix.netcom.com
D003258:Consumer Behavior; D003625:Data Collection / Q000379:methods; D017144:Focus Groups; D006801:Humans; D007231:Infant, Newborn; D007324:Institutional Management Teams; D007363:Intensive Care Units, Neonatal / Q000458:organization & administration*; D007588:Job Satisfaction; D008505:Medical Staff, Hospital; D015146:Midwestern United States; D016294:Models, Nursing; D009722:Nurse Practitioners; D009732:Nursing Care / Q000458:organization & administration*; D009741:Nursing Staff, Hospital; D019982:Organizational Case Studies; D009936:Organizational Innovation; D011787:Quality of Health Care