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Patient Satisfaction/Customer Service

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  • Topic: Patient satisfaction/customer service
  • Topic: Quality of care
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Linkages between Nursing and the Quality of Patient Care

April 1, 2013 | Journal Article

An expansive body of literature reflects the state of the science—and the increased importance of INQRI’s goal to measure and enhance nursing’s contribution to the quality of patient care.

Measuring Nurses' Impact on Health Care Quality

April 1, 2013 | Journal Article

Four Interdisciplinary Nursing Quality Research Initiative (INQRI) teams summarize their work to close the gaps in measuring quality of nursing care.

Facilitators and Challenges to Conducting Interdisciplinary Research

April 1, 2013 | Journal Article

Interdisciplinary research teams create synergies to solve problems and improve health care.

Chronic Illness and Patient Satisfaction

December 1, 2012 | Journal Article

Providers who treat patients with chronic conditions can achieve high patient satisfaction.

Leveraging Existing Patient Survey Efforts

November 1, 2012 | Toolkit

This decision guide offers a detailed discussion of the issues and choices stakeholders typically will face when using the leveraged approach.

Good for Health, Good for Business

April 1, 2010 | Issue Brief

Brief outline of the clinical and business cases for collecting and publicly reporting data on patients' experience in the ambulatory care setting. Additionally, offers implementation examples and available tools for leveraging patient experience data to improve the quality of care.

Focus on Quality

February 1, 2009 | Issue Brief

To explore the question of what constitutes quality in a health care encounter from the patient perspective, Mathematica Policy Research conducted focus groups with African Americans, Latinos, Asian Indians, and whites.

The State of Health Care Quality 2009

January 1, 2009 | Report

The National Committee for Quality Alliance (NCQA) produces The State of Health Care Quality report annually to provide observations of performance trends over time, track variations in care and provide recommendations for future quality improvement.

Studying Maine's Pathways to Excellence Program

May 20, 2011 | Program Result Report

Researchers at the University of Southern Maine studied the state's Pathways to Excellence system of reporting on health care quality. Practices that filed reports had higher scores on six indicators of health care quality than those that did not.

Perceived Discrimination and Self-Reported Quality of Care Among Latinos in the United States

November 1, 2009 | Journal Article

In this article, the authors investigate the relationship between perceived discrimination (in general and as it relates to physicians and medical personnel), and self-reported quality of health care among Latinos.

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