CMSA Today - Issue 7, 2017 - 29

Patient & Provider Satisfaction - continued from page 20
The conversion to a Likert-style questioner
allowed the tool to be objectively tracked.
This case manager created an electronic tool
that will track the responses by the case manager and by the question. The reason for this
was to improve individual and departmental approaches to care. This tracker surfaces
many questions, and this case manager
has chosen to focus on one: Does Military
Ambulatory Care Case Management Services
Satisfaction tool tracker yield accurate and
appropriate patient satisfaction results? The
outcome of this question will determine
processes of improvement and celebration
of confirmation of the care we provide. The
result can also raise concerns. Junewicz
and Youngner (2015) state that "Patientsatisfaction surveys can call attention to the
importance of treating patients with dignity
and respect, but good ratings depend more
on manipulable patient perceptions than on
good medicine. In fact, the pressure to get
good ratings can lead to bad medicine."

NURSING CASE MANAGEMENT
Nursing processes and responses impact
patients' perceptions and provide statistics
for process improvement. The responses are
measured in our performance ratings. The
concern above was protected against by the
performance judgment based on if one was
submitted and whether it was received. The
actual rating will not affect the performance
rating of the staff member. The data received
is directed toward individual growth and program improvements.
Bjorkman and Hansson (2001) found
"when looking into the relationship between
the case manager's interventions and the
client satisfaction with these, a significant
correlation was found between the total case
manager time spent on indirect contacts on
behalf of the client and satisfaction concerning confidence in the case manager." The
tracker designed will not track the time spent
with the case manager but it does reflect
the interventions provided and the overall

services rendered. This case manager is hopeful the same data will be found in analyzing
future results.
CONCLUSION
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. ■
REFERENCES
Bjorkman, T. &. Hansson, L. (2001). Client satisfaction
with case management: A study of 10 pilot services in
Sweden. Journal of Mental Health, 10(2), 163-174
Junewicz, A. &. Youngner, S. (2015). Patient-satisfaction
surveys on a scale of 1-10: Improving health care, or leading
it astray? Hastings Center Report. doi:10,1002/hast.453
Publication Manual of the American Psychological
Association.

(2010). Washington DC: American

Psychological Association

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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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