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Quality Management in Health Care:
doi: 10.1097/QMH.0000000000000034
Original Articles

Assessing and Addressing Patient Satisfaction in a Longer-term Inpatient Psychiatric Hospital: Preliminary Findings on the Menninger Quality of Care Measure and Methodology

Madan, Alok PhD, MPH; Fowler, J. Christopher PhD; Allen, Jon G. PhD; Ellis, Thomas E. PsyD; Hardesty, Susan MD; Groat, Michael PhD; O'Malley, Flynn PhD; Woodson, Harrell PhD; Mahoney, Jane PhD, RN; Frueh, B. Christopher PhD; Oldham, John MD, MS

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Abstract

Patient satisfaction is increasingly used as an indicator of health care quality. Few measures are available to assess characteristics unique to inpatient psychiatric hospitals, especially those that provide longer-term care. Furthermore, there is limited guidance on how to utilize patient satisfaction data to guide quality improvement initiatives. The authors developed the 20-item, Menninger Quality of Care measure at The Menninger Clinic in Houston, Texas. Psychometric analyses were based on responses from 337 adult inpatients. The measure has excellent internal reliability (Cronbach α = 0.92) with adequate concurrent and construct validity. We present a methodology to identify targeted quality improvement efforts by (1) highlighting the perspective of patients who are generally satisfied but had at least some reservations regarding the care they received and (2) highlighting areas of concern that are most associated with overall quality of care. We discuss our findings in light of national health care quality trends.

© 2014Wolters Kluwer Health | Lippincott Williams & Wilkins

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