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Related Concept Videos

Surveys02:16

Surveys

Often, psychologists develop surveys as a means of gathering data. Surveys are lists of questions to be answered by research participants, and can be delivered as paper-and-pencil questionnaires, administered electronically, or conducted verbally. Generally, the survey itself can be completed in a short time, and the ease of administering a survey makes it easy to collect data from a large number of people.
Data Collection by Survey01:07

Data Collection by Survey

The systematic method of obtaining and analyzing accurate information of a population is called data collection. A survey is a standard method of data collection that involves collecting information from a target human population about their experience, opinion, or knowledge of a product, service, or process. The responses are recorded and interpreted. The most common survey examples are written questionnaires, face-to-face or telephonic conversations, focus groups, and electronic (e-mail or...
Survey Safety01:28

Survey Safety

Surveying near highways, rough terrain, or power lines involves significant risks. Working along highways is particularly dangerous and requires the use of warning signs and flagmen. It is safest to avoid working directly on roads and use offsets whenever possible. When highway work is unavoidable, it must follow all safety guidelines. Surveyors should wear bright clothing, such as orange reflective vests, to ensure visibility to motorists, coworkers, and hunters. In construction zones, wearing...
Types of Surveys01:27

Types of Surveys

Surveys are essential for marking property boundaries near water bodies. Different types of surveys are defined, each with its own function. Land surveys mark the property boundaries, while route surveys determine the position of properties on nearby highways. Topographic surveys create maps by capturing the three-dimensional features of the land. Hydrographic surveys focus on the shapes of underwater areas and the movement of streams through the properties. Mine surveys determine the relative...
Counterfactual Thinking01:19

Counterfactual Thinking

Counterfactual thinking is a cognitive process wherein individuals mentally reconstruct alternative versions of past events, often beginning with “what if” or “if only.” This reflective mechanism plays a significant role in shaping emotional experiences and guiding future behavior. Though typically triggered by unfavorable or unexpected outcomes, counterfactual thinking can also emerge in mundane, everyday decisions and experiences, revealing its deep entrenchment in human cognition.Types of...
Obedience01:08

Obedience

According to obedience research, we may harm others under the forceful pressures of an authority figure (Milgram, 1974). How about if the inappropriate orders were delivered with less force? The increasing interdependence between nurses and physicians compelled Hofling and his colleagues to explore nurses’ reactions to a potentially harmful medical request made by the perceived authority figure, the doctor (Hofling, Brotzman, Dalrymple, Graves, & Pierce, 1966). In this situation, obedience...

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Related Experiment Videos

Rethinking satisfaction surveys: time to next complaint.

Farrokh Alemi1, Patrick Hurd

  • 1Department of Health Systems Administration, Georgetown University, Washington, DC, USA. fa@georgetown.edu

Joint Commission Journal on Quality and Patient Safety
|March 31, 2009
PubMed
Summary
This summary is machine-generated.

Patient complaints offer a cost-effective alternative to satisfaction surveys for healthcare performance insights. Analyzing complaint data, even when infrequent, can reveal critical operational issues for improvement teams.

Related Experiment Videos

Area of Science:

  • Healthcare Management
  • Quality Improvement
  • Patient Experience Analysis

Background:

  • Patient satisfaction surveys are resource-intensive.
  • Patient complaints offer a more cost-effective data source.
  • Existing analytical tools can process complaint data effectively.

Purpose of the Study:

  • To evaluate the utility of patient complaints as a performance metric.
  • To compare the cost-effectiveness of complaint data versus satisfaction surveys.
  • To demonstrate how complaint analysis can drive quality improvement.

Main Methods:

  • Analysis of patient complaint data from a medical/surgical unit.
  • Utilizing time-between control charts for data analysis.
  • Case study involving the analysis of 100 complaints over 50 days.

Main Results:

  • Complaint data analysis can detect statistically significant changes in care processes.
  • Unusual clusters of complaints (e.g., 3 consecutive days) signal deviations from the norm.
  • Complaint data provide direct insights from dissatisfied patients, unfiltered by average satisfaction levels.

Conclusions:

  • Patient complaints offer a valuable, low-cost method for monitoring healthcare quality.
  • Complaint data provide a clearer voice of the customer compared to satisfaction surveys.
  • Integrating complaint analysis with satisfaction rates offers comprehensive operational insights.