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Updated: Jan 22, 2026
10:39
Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning
Published on: August 29, 2025
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Improving healthcare service quality through performance management.
Denise M Kennedy1, Christopher T Anastos1, Michael C Genau1
1College of Health Solutions, Science of Health Care Delivery Program, Arizona State University , Phoenix, Arizona, USA.
Leadership in Health Services (Bradford, England)
|July 13, 2019
Summary
Healthcare staff feedback is crucial for performance management. A study at Mayo Clinic Arizona found a simple, signed service standard format improved staff reception, despite a stigma around individual supervisor feedback.
Area of Science:
- Healthcare Management
- Service Quality Improvement
- Organizational Behavior
Background:
- Value-based payment models emphasize healthcare service quality.
- Effective performance management relies on front-line staff feedback.
- Organizational dynamics can impede communication and feedback delivery.
Purpose of the Study:
- To explore performance management of appointment desk staff at Mayo Clinic Arizona.
- To identify barriers to effective management and feedback.
- To standardize the process for monitoring service performance.
Main Methods:
- Qualitative inquiry with 31 employees from primary care and surgery.
- Two-phase research: roundtable discussions and semi-structured interviews.
- Assessment of staff attitudes towards service standards and supervisor feedback post-implementation.
Main Results:
- A positive work environment was reported, but a stigma surrounded individual supervisor feedback.
- Half of participants received no individual feedback on service standards.
- A one-page, signed service standard format was well-received by staff and supervisors.
Conclusions:
- Rapid-cycle quality improvement combined with qualitative inquiry efficiently developed and evaluated service standards.
- Identified barriers to individual feedback in healthcare settings.
- This approach can aid organizations in value-driven healthcare markets.
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