Accession Number : ADA278925


Title :   An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii


Descriptive Note : Final rept. Jul 1992-May 1993


Corporate Author : TRIPLER ARMY MEDICAL CENTER HI


Personal Author(s) : Smith, Dorothy A


Full Text : https://apps.dtic.mil/dtic/tr/fulltext/u2/a278925.pdf


Report Date : May 1993


Pagination or Media Count : 147


Abstract : Total Quality Management (TQM) challenges health care organizations to provide high-quality clinical care that also meets or exceeds customer expectations. This requires the development of a reliable method for measuring the perceived quality of care and satisfaction from a patient's point of view. The management problem was that a comprehensive analysis of patient satisfaction had not been conducted at Tripler Army Medical Center (TAMC) to measure quality from the patient's perspective. The purpose of this study was to determine the current level of patient satisfaction and identify the various aspects of the health care delivery system at TAMC which contribute to patient satisfaction. A quantitative research approach was used to collect and analyze data using a patient satisfaction survey. The results indicated that the majority of patients surveyed were very satisfied and rated TAMC as above average in their overall evaluation. The direct care aspects of the health care system had the greatest influence on patient satisfaction, and accounted for 56.8% of the variance in the patient's overall evaluation and 55.4% of the variance in overall satisfaction. This study was also successful in identifying areas to be used in the TQM process to improve the quality of care at TAMC. Patient Satisfaction Survey, Total Quality Management.


Descriptors :   *CLINICAL MEDICINE , *PATIENTS , *TOTAL QUALITY MANAGEMENT , *HEALTH CARE FACILITIES , DELIVERY , ORGANIZATIONS , QUALITY , APPROACH , MAJORITIES , MEDICAL SERVICES , ARMY , MILITARY MEDICINE , SURVEYS , MANAGEMENT , HEALTH


Subject Categories : Administration and Management
      Medicine and Medical Research


Distribution Statement : APPROVED FOR PUBLIC RELEASE