How to Improve Patient Satisfaction When Patients Are Already Satisfied: A Continuous Process-Improvement Approach
Abstract
The authors present a methodology that measures improvement in customer satisfaction scores when those scores are already high and the production process is slow and thus does not generate a large amount of useful data in any given time period. The authors used these techniques with data from a midsized rehabilitation institute affiliated with a regional, nonprofit medical center. Thus, this article functions as a case study, the findings of...
Paper Details
Title
How to Improve Patient Satisfaction When Patients Are Already Satisfied: A Continuous Process-Improvement Approach
Published Date
Jan 1, 2009
Journal
Volume
87
Issue
1
Pages
24 - 40
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