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

Ingram, Barbara Lichner; Chung, Richard S.

Health Care Management Review: July 1997 - Volume 22 - Issue 3 - p 40-52

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.

Barbara Lichner Ingram, Ph.D., is Professor of Psychology, Pepperdine University Graduate School of Education and Psychology, and a licensed psychologist in California and New York.

Richard S. Chung, M.D., was the Executive Vice-President and Chief Clinical Officer of Merit Behavioral Care during the preparation of this article. He is currently the Medical Director of Care Management for Provider Services at the Hawaii Medical Service Association, a Blue Cross/Blue Shield affiliate.

The authors acknowledge the contributions of David Wadell, VP of Quality Management for Merit Behavioral Care; Kathi Borden, David Levy, Chet McCall, and Francie Neely of the Pepperdine faculty; and Debbie Hammond and Shari Moore, Pepperdine graduate students. Comments from an anonymous reviewer were of great value in restructuring the original manuscript.

Copyright © 1997 by Aspen Publishers, Inc.