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ERIC Number: ED396350
Record Type: RIE
Publication Date: 1996
Pages: 28
Abstractor: N/A
Reference Count: N/A
Patient Satisfaction: A Study in Communication.
Young, Laura Throckmorton; And Others
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)
Publication Type: Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers: Communication Satisfaction Survey; Communication Strategies; Health Communication; Outpatient Care; University of Minnesota