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hdr_hc_cli (1K)
alamance (3K) Alamance Regional Medical Center
icsi (1K) Institute for Clinical System Improvement

The traditional ways of collecting and reporting patient satisfaction data can be useful for identifying areas for improvement. However, they are not very helpful when you want to know whether the steps you are taking to improve patient satisfaction are working. ICSI strongly encourages its members to try many small tests of change, and having patient satisfaction data collected and reported within days of the patient's visit makes it possible to accomplish this in a short period of time.

Many health care organizations don't have the internal resources or expertise to routinely and continually collect patient satisfaction data. QDM removes these barriers by providing the expertise, framework and staff. The quality improvement staff at ICSI member organizations are focusing their efforts on using the data, not collecting it.

The Web-basedtool for displaying data is very flexible and accommodates a multitude of ways to view and compare data.

mcch (3K) Mercer County Community Hospital
metrohealth (51K) MetroHealth Medical Center
oakwood (3K) Oakwood Health System

The Oakwood Healthcare System started using QDM during their first years of development. From the first time I logged on to the QDM web site, I have been able to get an overview of the progress we were making in our ED Project for a 30 Minute Guarantee relating to patient satisfaction. The control charts and patient comments creates, in real time, the big picture for understanding where we were, what we have done and what additional process changes we need to do... It tells the whole story with just a click of the mouse...

The support from QDM with analysis of the data to assist with process improvements and continued web site enhancements based on client recommendations continues to exceed my expectations.

Sue Trudeau
tcrh (29K) Twin County Regional Healthcare, Inc.
University Hospitals & Clinics
University Medical Center
winterhaven (2K) Winter Haven Hospital, Inc
San Mateo Medical Center, CA "The Workforce Engage process, including the web-based employee survey and organization-wide dialogues, helped us to identify strengths and weaknesses, and to involve our employees in the process of change. Employee task forces were appointed to address the issues raised, and improvements have already been implemented. Workforce Engage was a productive exercise for both employees and leadership."
Nancy Steiger, CEO
Franklin Community Health Network , ME "Workforce Engage provided us with a tool that clearly outlined what is working well and what areas needs attention. The opportunity to engage staff in discussions around what is most important to them in the workplace has already set a positive stride in the right direction for our organization. The onsite interpretation has provided managers with the tools to engage staff in meaningful dialogue. Actions are already taking place at the department level. It is exciting to see this positive momentum with our staff...happy staff will gather happy patients!"
Jill Berry Bowen, Vice President/Chief Operating Officer, Franklin Memorial Hospital
Premier, Inc., IL, NC, CA



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