Involving patients in care decisions improves satisfaction: an outcomes-based quality improvement project.
A home care agency used quality improvement processes to improve patient satisfaction survey ratings. The focus was on involving patients in decisions about their care. A multidisciplinary team developed creative strategies to increase staff awareness and enhance customer service skills, which had dramatic results.
Leff
Ellen W
EW
Clinical Services, Franklin County Home Health Agency, 3 Home Health Circle, St. Albans, VT 05478, USA. eleff@fchha.org
D019985:Benchmarking / Q000379:methods; D006699:Home Care Services; D006801:Humans; D010043:Outcome and Process Assessment, Health Care; D010358:Patient Participation; D017060:Patient Satisfaction; D016730:Program Development / Q000379:methods; D015397:Program Evaluation; D011785:Quality Assurance, Health Care / Q000379:methods*; D014707:Vermont