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Patient Satisfaction Data

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Patient satisfaction survey data for the surgical service have been found to vary greatly in the following areas: perception of nursing care, staff attitude, food quality, team communication, noise level, room condition, and education about the disease process.

(1) What tools would you use to interpret the data?

(2) How would you display the results of the data anaylsis to your manager?

(3) How would you display the results of the data analysis to your staff?

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In order to interpret the data, we must use qualititative as well as quantitative data. Qualitative data (subjective) includes what is written in surveys regarding those areas being analyzed. Qualitative data can be collected using focus groups, thinktank groups, brainstorming sessions, and interviews with staff or patients to gather more detailed data. Quantitative data (objective) is measured in numbers and includes surveu numbers, for example, "rate noise level on a scale from 1 to 5."

You would report the data analysis from both qualitative and quantitative measures to your manager, perhaps in a pie graph showing, for example, the percentage of patients that ...

Solution Summary

How do we collect data to analyze patient satisfaction?

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The clinic administrator at Big City Clinic is concerned about two issues. One is a pressing issue of how to ensure the clinic is being responsible to its patients. Second, the physicians have mentioned that they are not getting as many new patients as they think they should, and the reasons are unclear. They believe that marketing might be the way to get more patients.

The administrator asks you to look into this problem. Before deciding what to do, the administrator decides he needs to know more about patient satisfaction surveys. Specifically, he asks you to address the following two questions using the Internet:

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What is the usual content in a patient satisfaction survey?
What is the level of truthfulness in a patient satisfaction survey?
The administrator also asks you to make a recommendation based on your findings. Specifically, he wants to know whether a patient satisfaction survey should be implemented or if the clinic should simply start a marketing plan. Some of the physicians have argued that patient satisfaction surveys should be forgotten and marketing the clinic should be executed instead. They believe good marketing will satisfy both questions.

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