Crosier Marlan, Scott Jennifer, Steinfeld Bradley
Group Practice Division, Seattle, WA 98112, USA.
J Behav Health Serv Res. 2012 Jan;39(1):42-54. doi: 10.1007/s11414-011-9252-0.
Patient satisfaction is increasingly becoming an important component of quality for behavioral health care systems. The following report describes Group Health Cooperative's Behavioral Health Services department experiences over a 5-year period in moving from uncertainty about the value of patient satisfaction and the ability to positively impact patient ratings to achieving a significant improvement in patient ratings of satisfaction with mental health care. In this process, the Behavioral Health Department developed a deeper understanding of patient requirements and improvement strategies which could impact these requirements. A description of the results achieved along with the role of quality improvement processes in understanding and improving patient satisfaction in mental health care is presented.
患者满意度日益成为行为健康护理系统质量的重要组成部分。以下报告描述了集团健康合作社行为健康服务部门在5年期间的经历，从对患者满意度的价值以及积极影响患者评分能力的不确定，到实现患者对心理健康护理满意度评分的显著提高。在此过程中，行为健康部门对患者需求以及可能影响这些需求的改进策略有了更深入的理解。本文介绍了所取得的成果，以及质量改进过程在理解和提高心理健康护理患者满意度方面所起的作用。
