title: Improving behavioral health satisfaction assessment: measuring patients' perceptions.
abstract: In order to focus on and improve key aspects of patient satisfaction in its behavioral health programs, Catholic Health East (CHE) enhanced its measurement methodology. In an effort to be consistent with the federal government's movement from measuring patient advocacy programs to measuring patients' perceptions, CHE transitioned to behavior-based questions. These questions give clear targets for program goals and initiatives by objectively measuring whether certain events and desired staff behaviors occurred during treatment, rather than subjectively ranking attributes of institution-defined service. Through this change in approach, CHE may better align its care and services with patients' wants and needs, as illustrated by four case examples.
authors.affiliation: Quality Services, Catholic Health East, Newtown Square, PA, USA.
authors.forename: Pamela A
authors.initials: PA
authors.lastname: Carroll-Solomon
authors.forename: Diane S
authors.initials: DS
authors.lastname: Denny
authors.forename: Trenya
authors.initials: T
authors.lastname: Garner
authors.forename: Judy
authors.initials: J
authors.lastname: Aitkenhead
authors.forename: Sheryl
authors.initials: S
authors.lastname: Brown
authors.forename: Mary Anne
authors.initials: MA
authors.lastname: Foley
authors.forename: Daniel H
authors.initials: DH
authors.lastname: van Leeuwen
mesh_terms: D001524:Behavioral Medicine; D019538:Health Care Surveys / Q000379:methods*; D006801:Humans; D009096:Multi-Institutional Systems; D019982:Organizational Case Studies; D017060:Patient Satisfaction; D014481:United States