A roadmap for improving healthcare service quality

Denise M. Kennedy, Richard John Caselli, Leonard L. Berry

Research output: Contribution to journalArticle

21 Citations (Scopus)

Abstract

A data-driven, comprehensive model for improving service and creating longterm value was developed and implemented at Mayo Clinic Arizona (MCA). Healthcare organizations can use this model to prepare for value-based purchasing, a payment system in which quality and patient experience measures will influence reimbursement. Surviving and thriving in such a system will require a comprehensive approach to sustaining excellent service performance from physicians and allied health staff (e.g., nurses, technicians, nonclinical staff). The seven prongs in MCA's service quality improvement model are (1) multiple data sources to drive improvement, (2) accountability for service quality, (3) service consultation and improvement tools, (4) service values and behaviors, (5) education and training, (6) ongoing monitoring and control, and (7) recognition and reward. The model was fully implemented and tested in five departments in which patient perception of provider-specific service attributes and/or overall quality of care were below the 90th percentile for patient satisfaction in the vendor's database. Extent of the implementation was at the discretion of department leadership. Perception data rating various service attributes were collected from randomly selected patients and monitored over a 24-month period. The largest increases in patient perception of excellence over the pilot period were realized when all seven prongs of the model were implemented as a comprehensive improvement approach. The results of this pilot may help other healthcare organizations prepare for value-based purchasing.

Original languageEnglish (US)
Pages (from-to)385-400
Number of pages16
JournalJournal of Healthcare Management
Volume56
Issue number6
StatePublished - Nov 2011

Fingerprint

Quality of Health Care
Value-Based Purchasing
Organizations
Delivery of Health Care
Information Storage and Retrieval
Social Responsibility
Quality Improvement
Patient Satisfaction
Reward
Referral and Consultation
Nurses
Databases
Physicians
Education
Roadmap
Service quality
Health care services
Health
Staff
Patient perceptions

ASJC Scopus subject areas

  • Health Policy
  • Leadership and Management
  • Strategy and Management

Cite this

A roadmap for improving healthcare service quality. / Kennedy, Denise M.; Caselli, Richard John; Berry, Leonard L.

In: Journal of Healthcare Management, Vol. 56, No. 6, 11.2011, p. 385-400.

Research output: Contribution to journalArticle

Kennedy, DM, Caselli, RJ & Berry, LL 2011, 'A roadmap for improving healthcare service quality', Journal of Healthcare Management, vol. 56, no. 6, pp. 385-400.
Kennedy, Denise M. ; Caselli, Richard John ; Berry, Leonard L. / A roadmap for improving healthcare service quality. In: Journal of Healthcare Management. 2011 ; Vol. 56, No. 6. pp. 385-400.
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