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Benchmarking Patient Relations within Ambulatory Care: Lessons from a High-Risk Pregnancy Program
Benchmarking Patient Relations within Ambulatory Care: Lessons from a High-Risk Pregnancy Program
- Source :
- Journal of Ambulatory Care Management. 22:58-71
- Publication Year :
- 1999
- Publisher :
- Ovid Technologies (Wolters Kluwer Health), 1999.
-
Abstract
- Ambulatory care providers are being challenged to deliver high-quality care at low cost with easy access. Patient satisfaction with services hinges on the ability of providers to meet these often elusive benchmarks. This article focuses on the barriers to benchmarking patient relations in ambulatory care organizations and strategies for improving patient relations through internal benchmarking that encourages service innovation and performance emphasis. A case study of programmatic benchmarking in the Lovelace Health System is used to illustrate how patient relations can benefit from establishing internal performance thresholds that guide service delivery. Examples from Lovelace's High Risk Pregnancy Program demonstrate the value of benchmarking efforts. The implications for patient relations benchmarking in other ambulatory care settings are discussed.
- Subjects :
- Physician-Patient Relations
business.industry
Service delivery framework
New Mexico
Pregnancy, High-Risk
Health Policy
Benchmarking
Ambulatory care nursing
Obstetrics
Patient satisfaction
Ambulatory care
Nursing
Patient Satisfaction
Pregnancy
Ambulatory Care
Humans
Medicine
Female
Service innovation
business
High risk pregnancy
Quality of Health Care
Retrospective Studies
Subjects
Details
- ISSN :
- 01489917
- Volume :
- 22
- Database :
- OpenAIRE
- Journal :
- Journal of Ambulatory Care Management
- Accession number :
- edsair.doi.dedup.....c62ab469d5300931e03b9fef8390b63d
- Full Text :
- https://doi.org/10.1097/00004479-199907000-00010