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Improving Satisfaction in Patients Receiving Mental Health Care: A Case Study

Abstract  

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.

  • Content Type Journal Article
  • Pages 1-13
  • DOI 10.1007/s11414-011-9252-0
  • Authors
    • Marlan Crosier, Group Practice Division, Group Health Cooperative, 201 16th Avenue, East, Seattle, WA 98112, USA
    • Jennifer Scott, Behavioral Health Services, Group Health Cooperative, 1730 Minor Avenue, Seattle, WA 98101, USA
    • Bradley Steinfeld, Behavioral Health Services, Group Health Cooperative, 950 Pacific Avenue, South, Suite 900, Tacoma, WA 98402, USA
    • Journal The Journal of Behavioral Health Services and Research
    • Online ISSN 1556-3308
    • Print ISSN 1094-3412
Posted in: Journal Article Abstracts on 08/22/2011 | Link to this post on IFP |
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