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Customer focused health-care performance instruments: making a case for local measures
Kerry D Swinehart1, Allen E Smith
1Department of Management and Marketing, East Tennessee State University, Johnson City, Tennessee, USA.
Summary
Healthcare providers need locally designed tools to measure patient satisfaction effectively. Localized patient satisfaction measurement offers more relevant insights for continuous improvement than global approaches.
Area of Science:
- Healthcare Management
- Patient Experience Measurement
Background:
- Healthcare organizations face pressure to enhance patient satisfaction.
- Existing patient satisfaction measurement tools are often global and inflexible.
- There is a need for more relevant and actionable patient satisfaction data.
Purpose of the Study:
- To present results from a locally designed patient satisfaction measurement instrument.
- To demonstrate the utility of localized data for healthcare providers.
- To advocate for local measurement in continuous improvement efforts.
Main Methods:
- Development of a locally designed patient satisfaction measurement instrument.
- Aggregation and presentation of patient satisfaction data for individual providers.
- Evaluation of the instrument's output for relevance and utility.
Main Results:
- The locally designed instrument provided utile patient satisfaction information.
- Results demonstrated the effectiveness of localized data presentation.
- Evidence supports the superiority of local over global measurement.
Conclusions:
- Local measurement instruments are superior for assessing patient satisfaction.
- Localized data provides more relevant and useful insights for healthcare providers.
- This approach supports more effective continuous improvement in healthcare.