CMSA Today - Issue 7, 2017 - 20

P O S T E R P R E S E N TAT I O N

PATIENT & PROVIDER
SATISFACTION
LISA K. WEBSTER, BSN, RN, CCM

ABSTRACT
Patient and provider satisfaction is a measure evaluated by The
Joint Commission (TJC) and National Committee for Quality
Assurance (NCQA). A Likert-style questioner was designed and
along with a tracking tool to answer the question: Does Military
Ambulatory Care Case Management Services Satisfaction tool
tracker yield accurate and appropriate patient satisfaction results?
The patient and provider satisfaction survey tracker is an answer
the department has needed not only to meet standards of practice
required by The Case Management Society of America (CMSA),
TJC, and NCQA but to provide Evidenced-Based Practice care.
This nursing improvement process will affect not only patient
care but future program performance.
SATISFACTION
This case manager works in a Military Ambulatory Care Patient-
Centered Medical Home in the Case Management department.
In our department, we work with active duty military and their
families. We also have a generous population of retirees. Our
population age is from birth to death. We have approximately
eight thousand enrollees in our clinic. At present, we have one
case manager assigned in a three approved case managed clinic.
The problem we face is that traditionally we have not tracked
patient and provider satisfaction of services.
LITERATURE SEARCH
Patient and provider satisfaction is a measure evaluated by The
Joint Commission (TJC) and National Committee for Quality
Assurance (NCQA). Bjorkman Y Hansson (2001) indicated that
"relatively few studies have investigated client satisfaction with
case management services." This case manager searched multiple
sites and found little research on the topic. They further state,
"This development reflects a growing concern for the patients'
acceptability and accountability of services delivered, factors that
have shown a relationship to the patient's choice of services, use
of services, participating in and the pursuit of treatment programs
and outcome of care." Our program is impacted by the care we
provide and the interpretation of what our services mean to our
patients and providers. Process improvement is stalled by the lack
of data to support or identify areas of improvement.
PROBLEM
A research-based questioner was designed from an outside vendor for open-ended questions. This case manager converted the
questioner to a Likert-style format with an area for comments.
Continued on page 29
20

CMSA TODAY

Issue 7 * 2017 * DIGITAL



Table of Contents for the Digital Edition of CMSA Today - Issue 7, 2017

President's Letter
Association News
CMSA Corporate Partners
Care Transitions: Remember the Basics
Leveraging Family Caregivers, Clinical Protocols and Technology to Improve Person-Centered Care
Development and Implementation of Relational Building in the Virtual Work Environment
Patient and Provider Satisfaction
The Case Management Model Act: Professional Case Managers Transforming Health Care
Index of Advertisers
CMSA Today - Issue 7, 2017 - Intro
CMSA Today - Issue 7, 2017 - cover1
CMSA Today - Issue 7, 2017 - cover2
CMSA Today - Issue 7, 2017 - 3
CMSA Today - Issue 7, 2017 - 4
CMSA Today - Issue 7, 2017 - 5
CMSA Today - Issue 7, 2017 - President's Letter
CMSA Today - Issue 7, 2017 - 7
CMSA Today - Issue 7, 2017 - Association News
CMSA Today - Issue 7, 2017 - 9
CMSA Today - Issue 7, 2017 - CMSA Corporate Partners
CMSA Today - Issue 7, 2017 - 11
CMSA Today - Issue 7, 2017 - Care Transitions: Remember the Basics
CMSA Today - Issue 7, 2017 - 13
CMSA Today - Issue 7, 2017 - 14
CMSA Today - Issue 7, 2017 - Leveraging Family Caregivers, Clinical Protocols and Technology to Improve Person-Centered Care
CMSA Today - Issue 7, 2017 - 16
CMSA Today - Issue 7, 2017 - 17
CMSA Today - Issue 7, 2017 - Development and Implementation of Relational Building in the Virtual Work Environment
CMSA Today - Issue 7, 2017 - 19
CMSA Today - Issue 7, 2017 - Patient and Provider Satisfaction
CMSA Today - Issue 7, 2017 - 21
CMSA Today - Issue 7, 2017 - The Case Management Model Act: Professional Case Managers Transforming Health Care
CMSA Today - Issue 7, 2017 - 23
CMSA Today - Issue 7, 2017 - 24
CMSA Today - Issue 7, 2017 - 25
CMSA Today - Issue 7, 2017 - 26
CMSA Today - Issue 7, 2017 - 27
CMSA Today - Issue 7, 2017 - 28
CMSA Today - Issue 7, 2017 - 29
CMSA Today - Issue 7, 2017 - Index of Advertisers
CMSA Today - Issue 7, 2017 - cover3
CMSA Today - Issue 7, 2017 - cover4
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