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Updated: Jun 15, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Published on: February 16, 2011

Award-winning outpatient service: finding the common thread.

Bradley R Fulton¹, Donald L Malott, Louis Ayala

¹Press Ganey Associates, Inc., 404 Columbia Place, South Bend, IN 46601, USA. bfulton@pressganey.com

The Journal of Medical Practice Management : MPM

|March 13, 2010

Summary

Improving healthcare communication quality enhances patient satisfaction and recommendations. Better communication also boosts adherence to treatment plans, improving overall quality of life.

Related Experiment Videos

Last Updated: Jun 15, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

Published on: February 16, 2011

Area of Science:

Healthcare Management
Patient Experience
Service Quality

Background:

Numerous quality improvement options exist, making selection challenging for organizations.
Effective communication is crucial for enhancing patient perception and organizational outcomes.

Purpose of the Study:

To provide an empirically based conceptual framework for understanding the effects of communication initiatives.
To guide healthcare organizations in selecting and implementing effective communication strategies.

Main Methods:

Review of research literature on quality improvement and healthcare communication.
Analysis of award-winning outpatient organizations' communication practices.
Development of a conceptual framework based on empirical evidence.

Main Results:

The extent and quality of communication with patients and among healthcare teams are key drivers of patient recommendations.
Improved communication directly and indirectly increases a patient's positive opinion of a healthcare organization.
Enhanced communication positively impacts patient satisfaction, adherence to guidelines, and medication compliance.

Conclusions:

Communication-focused initiatives are central to improving overall service quality in healthcare.
A conceptual framework can help organizations consider the broader effects of communication strategies.
Prioritizing communication quality leads to better patient outcomes and organizational reputation.