Measuring satisfaction with medical case management. A quality improvement tool

Area of Science:

• Healthcare Management
• Occupational Health
• Patient Outcomes

Background:

• Medical case management aims to enhance healthcare quality and reduce costs for high-expense cases.
• Patient satisfaction serves as a key indicator for evaluating the effectiveness of medical case management.
• Occupational health nurses play a crucial role in monitoring employee health services.

Purpose of the Study:

• To develop and validate a reliable questionnaire for assessing patient satisfaction with medical case management.
• To evaluate the level of patient satisfaction with a specific vendor's medical case management services for a large manufacturer.
• To provide occupational health nurses with a tool for quality assessment and value analysis of case management.

Main Methods:

• Development and validation of a patient satisfaction questionnaire.
• Administration of the questionnaire to assess satisfaction with medical case management services.
• Analysis of patient feedback to determine satisfaction levels.

Main Results:

• A reliable and valid questionnaire for measuring patient satisfaction with medical case management was created.
• Patients reported mild satisfaction with the medical case management services provided by the vendor.
• The study provides empirical data on patient perceptions of case management quality.

Conclusions:

• The developed questionnaire is a valuable tool for occupational health nurses to measure medical case management quality.
• Occupational health nurses can utilize this tool to assess the value of services relative to costs incurred.
• Findings suggest areas for improvement in medical case management services to enhance patient satisfaction.