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A Roadmap for Improving Healthcare Service Quality

 
 
 
Personnel: 
Kennedy, Denise
 
Citation: 

Kennedy DM, Caselli RJ, and Berry LL. 2013. A Roadmap for Improving Healthcare Service Quality.  World Hospitals and Health Services, 49 (1): 7-9.

Description: 

A data-driven, comprehensive model for improving service and creating long-term value was developed at Mayo Clinic Arizona (MCA). The seven-prong model was fully implemented and tested in five departments at MCA in which patient perception of provider-specific service attributes and/or overall quality of care were below the 90th percentile for patient satisfaction. Perception data rating various service attributes were collected from randomly selected patients and monitored over a 24-month period. The largest increases in patient perception of excellence were realized when all seven prongs of the model were implemented as a comprehensive improvement approach.

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