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Health Care Management Review:
Article

Client Satisfaction Data and Quality Improvement Planning in Managed Mental Health Care Organizations

Ingram, Barbara Lichner; Chung, Richard S.

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Abstract

Quality improvement (QI) planning is enhanced when TQM administrators ensure appropriate analysis of client satisfaction (CS) survey data. A cost-effective QI strategy is to shift "moderately satisfied" into "maximally satisfied" clients. Use of a categorical variable derived from CS data and development of a predictive model with Chi Square Automatic Interaction Detection (CHAID) produces recommendations for quality improvement.

Copyright © 1997 by Aspen Publishers, Inc.

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