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. 2009 Fall;13(4):34-41.
doi: 10.7812/TPP/09-069.

Service score segmentation of diverse populations to improve patient and physician satisfaction- a multicase quality improvement study

David Newhouse  1
Affiliations

Service score segmentation of diverse populations to improve patient and physician satisfaction- a multicase quality improvement study

David Newhouse. Perm J. 2009 Fall.

Abstract

The changing demographics in the country require new strategies for providing culturally competent care. The Northern California Region Member Patient Survey provides detailed information for the clinician when the data is segmented into subsets by age, gender, and race/ethnicity. Any gaps identified allow for the clinician to focus on key areas for improvement in an efficient manner respecting the time constraints of a busy practice.

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Figures

Figure 1.
Figure 1.
Member Patient Satisfaction survey scores in internal medicine, gynecology, and pediatrics. Sorted by race/ethnicity in a San Jose Medical Center. Three-year average: 2005-2007.
Figure 2.
Figure 2.
Chinese Member Patient Satisfaction survey scores (quarterly/year) for the Fremont Medical Center, the San Francisco Medical Center, and the Northern California Region.
Figure 3.
Figure 3.
Satisfaction scores and percentage of survey returns: Urology Department, male patients.
Figure 4.
Figure 4.
Affect on overall satisfaction scores when a new physician replaces another physician compared to when a physician is retained.
None
“Peace and Prayers in Bhutan” photographs By Anita Kulkarni, MD
See this image and copyright information in PMC

References

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    1. Kaiser Permanente National Diversity Council, Kaiser Permanente National Diversity Department. A provider's handbook on culturally competent care. 2nd ed. Oakland, CA: KaiserFoundation Health Plan, Inc; 2003.

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