Patient Satisfaction

Problem:

  • Large health care system is interested in delivering quality health care to satisfied patients
  • Traditional patient satisfaction tracking studies are attitudinally based and show stable results for past five years, yielding in-actionable findings

Approach:

  • Exploratory focus group discussions with patients to identify behavior/attitude chains
  • Quantification of performance standards using DPSM
  • Behavioral patient satisfactiontracking (utilization observation research)