TY - JOUR
T1 - The consumer survey review process
T2 - a pathway to quality.
AU - Speedling, E. J.
AU - Nizza, A. A.
AU - Eichhorn, S.
AU - Rosenberg, G.
AU - Schnepf, P.
PY - 1993/10
Y1 - 1993/10
N2 - This paper describes the consumer survey review process (CSRP), a vehicle for continuous improvement of patient care quality at The Mount Sinai Hospital in New York City. Following a historical sketch of the events which led to its establishment at Mount Sinai, we then describe the instrument used to elicit patients' rating of service delivery, the Consumer Survey, and show how it meets the changing requirements of those who use it. Next, we explain the role and functioning of the management group that most directly translates the patient satisfaction data into action, the Consumer Survey Review Group. Finally, we discuss implications of Mount Sinai's consumer survey review process for managing quality in health care.
AB - This paper describes the consumer survey review process (CSRP), a vehicle for continuous improvement of patient care quality at The Mount Sinai Hospital in New York City. Following a historical sketch of the events which led to its establishment at Mount Sinai, we then describe the instrument used to elicit patients' rating of service delivery, the Consumer Survey, and show how it meets the changing requirements of those who use it. Next, we explain the role and functioning of the management group that most directly translates the patient satisfaction data into action, the Consumer Survey Review Group. Finally, we discuss implications of Mount Sinai's consumer survey review process for managing quality in health care.
UR - http://www.scopus.com/inward/record.url?scp=0027672772&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=0027672772&partnerID=8YFLogxK
M3 - Article
C2 - 8259120
AN - SCOPUS:0027672772
VL - 60
SP - 399
EP - 404
JO - Annals of Global Health
JF - Annals of Global Health
SN - 2214-9996
IS - 5
ER -