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Improving behavioral health satisfaction assessment: measuring patients' perceptions.

Pamela A Carroll-Solomon1, Diane S Denny, Trenya Garner

  • 1Quality Services, Catholic Health East, Newtown Square, PA, USA.

Journal for Healthcare Quality : Official Publication of the National Association for Healthcare Quality
|May 24, 2007
PubMed
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Catholic Health East (CHE) improved patient satisfaction by shifting from advocacy programs to patient perceptions. This new method uses behavior-based questions for objective measurement, better aligning services with patient needs.

Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Behavioral Health Services

Background:

  • Traditional patient satisfaction metrics often focus on institutional attributes.
  • Healthcare organizations are increasingly shifting towards measuring patient perceptions.
  • Behavioral health programs require specific approaches to gauge patient satisfaction effectively.

Purpose of the Study:

  • To enhance patient satisfaction measurement in behavioral health programs.
  • To align Catholic Health East's (CHE) methodology with federal government's focus on patient perceptions.
  • To establish objective targets for program improvement through behavior-based questioning.

Main Methods:

  • Transitioned from measuring patient advocacy to patient perceptions.

Related Experiment Videos

  • Implemented behavior-based questions to assess specific events and staff conduct.
  • Shifted from subjective ranking of services to objective measurement of occurrences.

    • Main Results:

    • The new methodology provides clear, objective targets for program goals.
    • Behavior-based questions allow for the measurement of desired staff behaviors.
    • This approach facilitates better alignment of care with patient wants and needs.

    Conclusions:

    • Enhanced measurement methodology improves focus on key aspects of patient satisfaction.
    • Behavior-based questioning offers a more objective approach to evaluating healthcare services.
    • The revised strategy enables healthcare providers to better meet patient expectations in behavioral health.