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Patient Satisfaction/Customer Service

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  • Topic: Patient satisfaction/customer service
  • Topic: Performance standards and measurement
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Achieving the Potential of Health Care Performance Measures

May 21, 2013 | Report

In this issue paper, the authors give an overview of performance measurement in U.S. health care, and then make seven policy recommendations aimed at improving the performance measurement enterprise.

Chronic Illness and Patient Satisfaction

December 1, 2012 | Journal Article

Providers who treat patients with chronic conditions can achieve high patient satisfaction.

Leverage Existing Efforts or Use a Centralized Approach?

July 1, 2010 | Issue Brief

This report details comprehensive information on the many choices Aligning Forces for Quality (AF4Q) communities have when determining how best to display information.

Good for Health, Good for Business

April 1, 2010 | Issue Brief

Brief outline of the clinical and business cases for collecting and publicly reporting data on patients' experience in the ambulatory care setting. Additionally, offers implementation examples and available tools for leveraging patient experience data to improve the quality of care.

Giving Consumers and Purchasers More Input on Performance Measures

May 23, 2011 | Program Result Report

The Consumer-Purchaser Disclosure Project is a coalition of more than 50 leading employer, consumer and labor organizations that seeks to give consumers and health care purchasers a greater voice in deliberations over performance measures.

The High-Value Health Care Project

September 28, 2011 | Program Result Report

The High-Value Health Care Project, an initiative of the Quality Alliance Steering Committee, promoted a comprehensive, uniform national approach to measuring the performance of the health care system, to foster transparency and improve quality.

Trustees View TCAB from a Business Perspective

November 1, 2009 | Journal Article

Two trustees of hospitals that have experience with Transforming Care at the Bedside (TCAB), a nurse-led, quality improvement initiative, cite efficiency, lower staff turnover, and staff and patient satisfaction as reasons why TCAB makes sense from a hospital's business point of view.

The Interdisciplinary Nursing Quality Research Initiative

April 1, 2013 | Journal Article

Highlights from the Interdisciplinary Nursing Quality Research Initiative (INQRI) program detail nursing’s contribution to improving the quality of health care delivered.

Linkages between Nursing and the Quality of Patient Care

April 1, 2013 | Journal Article

An expansive body of literature reflects the state of the science—and the increased importance of INQRI’s goal to measure and enhance nursing’s contribution to the quality of patient care.

Measuring Nurses' Impact on Health Care Quality

April 1, 2013 | Journal Article

Four Interdisciplinary Nursing Quality Research Initiative (INQRI) teams summarize their work to close the gaps in measuring quality of nursing care.

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