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Patient Satisfaction [microform] : A Study in Communication / Laura Throckmorton Young and Others
Bib ID 5594973
Format BookBook, MicroformMicroform, OnlineOnline
Young, Laura Throckmorton
Online Versions
Description [Washington, D.C.] : Distributed by ERIC Clearinghouse, 1996 
28 p. 

The Program in Human Sexuality (PHS), an outpatient mental health clinic in the University of Minnesota Medical School that specializes in sexuality-related dysfunctions, had received a number of patient complaints in late 1992 and early 1993 about therapeutic processes and business services. The proactive approach was to survey patients about all points of communication, make changes, and retest each year to determine whether improvements occurred and to find more improvements to make. A second part of the approach was to include an ongoing system whereby patients could comment at any time during the year. Accordingly, an exploratory study described, analyzed, and compared data from 188 patients in 1993 and from 215 patients in 1994. Response rate was 80% in 1993 and 86% in 1994--high response rates because the staff planned, communicated, and worked well together. Patients ranged in age from 18 years to 80 years. A Patient Satisfaction Committee was also put in place and developed a significant communication system with patients. The committee chair kept records of complaints--common complaints were about billing mistakes and gaps in communications. Based on the survey and committee activities, improvements were made, including offering additional therapy hours, hiring a clinic manager, refining standards to maintain confidentiality for patients, and becoming more patient oriented in general. A continuing study would help facilitate more improvements and might help PHS employees anticipate specific problems and make corrections before they become obvious to patients. (Contains 25 references, survey data, and survey forms.) (Author/NKA)


May also be available online. Address as at 14/8/18:

Reproduction Microfiche. [Washington D.C.]: ERIC Clearinghouse microfiches : positive. 
Subjects Communication Problems.  |  Communication Research.  |  Health Facilities.  |  Health Services.  |  Higher Education.  |  Medical Schools.  |  Mental Health Clinics.  |  Patients.  |  Professional Education.  |  Satisfaction.  |  Sexuality.  |  Surveys.  |  Communication Strategies University of Minnesota  |  Communication Satisfaction Survey Health Communication Outpatient Care
Form/genre Reports, Research.
Available From ERIC 


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