CHAPTER 11
LEARNING FROM PATIENT FEEDBACK TO IMPROVE CARE
This chapter focuses on using data that is obtained by direct feedback from patients (and other stakeholders) for learning and improvement. Although we use a variety of data sources in our improvement work, information from patients based on their experiences with the health care system is often pivotal. The reader of this chapter will be able to address issues such as selection of a summary statistic for patient satisfaction data and selection of the appropriate Shewhart Chart for display and analysis for that data. In addition, the reader will gain an appreciation for the use of both quantitative and qualitative patient feedback, and insight into using patient feedback data at the global ...
