Improving behavioral health satisfaction assessment: measuring patients' perceptions.
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.
Carroll-Solomon
Pamela A
PA
Quality Services, Catholic Health East, Newtown Square, PA, USA.
Denny
Diane S
DS
Garner
Trenya
T
Aitkenhead
Judy
J
Brown
Sheryl
S
Foley
Mary Anne
MA
van Leeuwen
Daniel H
DH
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