Title

Analyzing patient satisfaction surveys for process improvement

Authors

Dana M. Johnson, Michigan Technological UniversityFollow
Roberta S. Russell, Virginia Polytechnic Institute and State University
Sheneeta W. White, University of St. Thomas

Document Type

Conference Proceeding

Publication Date

2014

Abstract

Patient satisfaction surveys are now mandated under the Affordable Care Act. Metrics on patient satisfaction can guide improvements in process and service quality if properly analyzed. This study examines patient satisfaction data from a hospital healthcare clinic and suggests in-depth analytics to yield insight into patient perceptions of quality.

Publisher's Statement

© 2014 POMS.

Conference Proceedings: https://www.pomsmeetings.org/ConfProceedings/051/

Program: https://www.pomsmeetings.org/ConfProceedings/051/GeneralInfo/Final%20Schedule.pdf

Publication Title

2014 Production and Operations Management Society (POMS) Conference

Recommended Citation

Johnson, D. M., Russell, R. S., & White, S. W. (2014). Analyzing patient satisfaction surveys for process improvement. 2014 Production and Operations Management Society (POMS) Conference.
Retrieved from: https://digitalcommons.mtu.edu/business-fp/109