TY - JOUR
T1 - Improving Service Quality in Primary Care
AU - Kennedy, Denise M.
AU - Nordrum, Jon T.
AU - Edwards, Frederick D.
AU - Caselli, Richard J.
AU - Berry, Leonard L.
N1 - Publisher Copyright:
© 2014 by the American College of Medical Quality.
PY - 2015/1/21
Y1 - 2015/1/21
N2 - A framework for improving health care service quality was implemented at a 12-provider family medicine practice in 2010. A national patient satisfaction research vendor conducted weekly telephone surveys of 840 patients served by that practice: 280 patients served in 2009, and 560 served during 2010 and 2011. After the framework was implemented, the proportion of “excellent” ratings of provider service (the highest rating on a 5-point scale) increased by 5% to 9%, most notably thoroughness (P =.04), listening (P =.04), and explaining (P =.04). Other improvements included prompt test result notification and telephone staff courtesy (each by 10%, P =.02), as well as teamwork (by 8%, P =.04). Overall quality increased by 10% (P =.01), moving the practice from the 68th to the 91st percentile of medical practices in the research vendor’s database. Improvements in patient satisfaction suggest that this framework may be useful in value-based payment models.
AB - A framework for improving health care service quality was implemented at a 12-provider family medicine practice in 2010. A national patient satisfaction research vendor conducted weekly telephone surveys of 840 patients served by that practice: 280 patients served in 2009, and 560 served during 2010 and 2011. After the framework was implemented, the proportion of “excellent” ratings of provider service (the highest rating on a 5-point scale) increased by 5% to 9%, most notably thoroughness (P =.04), listening (P =.04), and explaining (P =.04). Other improvements included prompt test result notification and telephone staff courtesy (each by 10%, P =.02), as well as teamwork (by 8%, P =.04). Overall quality increased by 10% (P =.01), moving the practice from the 68th to the 91st percentile of medical practices in the research vendor’s database. Improvements in patient satisfaction suggest that this framework may be useful in value-based payment models.
KW - continuous improvement model
KW - patient satisfaction
KW - service quality improvement
KW - value-based purchasing
UR - http://www.scopus.com/inward/record.url?scp=84921350967&partnerID=8YFLogxK
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U2 - 10.1177/1062860613518093
DO - 10.1177/1062860613518093
M3 - Article
C2 - 24418754
AN - SCOPUS:84921350967
SN - 1062-8606
VL - 30
SP - 45
EP - 51
JO - American Journal of Medical Quality
JF - American Journal of Medical Quality
IS - 1
ER -