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Client satisfaction data and quality improvement planning in managed mental health care organizations
1Pepperdine University Graduate School of Education and Psychology, USA.
Health Care Management Review
|July 1, 1997
Abstract:
Quality improvement (QI) planning is enhanced when TQM administrators ensure appropriate analysis of client satisfaction (CS) survey data. A cost-effective QI strategy is to shift "moderately satisfied" into "maximally satisfied" clients. Use of a categorical variable derived from CS data and development of a predictive model with Chi Square Automatic Interaction Detection (CHAID) produces recommendations for quality improvement.