Sabina B. Gesell, PhD, is a senior research associate with Press Ganey Associates, Inc. A social psychologist, she has extensive training in measurement, survey design, and data analysis.
Hospital-Level Correlation Between Clinical and Service Quality Performance for Heart Failure Treatment
Article first published online: 17 JUN 2011
2005 National Association for Healthcare Quality
Journal for Healthcare Quality
Volume 27, Issue 6, pages 33–44, November-December 2005
How to Cite
Gesell, S. B., Clark, P. A., Mylod, D. E., Wolosin, R. J., Drain, M., Lanser, P. and Hall, M. F. (2005), Hospital-Level Correlation Between Clinical and Service Quality Performance for Heart Failure Treatment. Journal for Healthcare Quality, 27: 33–44. doi: 10.1111/j.1945-1474.2005.tb00587.x
- Issue published online: 17 JUN 2011
- Article first published online: 17 JUN 2011
- clinical and service;
- heart failure;
- patient satisfaction;
- quality of healthcare
Abstract: A national cross-sectional study correlates the satisfaction ratings of heart failure patients (diagnosis related group 127) and the Centers for Medicare & Medicaid Services' process-based quality measures for heart failure treatment for 32 hospitals during the first and second quarters of 2004. Two of the four measures of clinical quality showed statistically significant, moderately strong, positive correlations with a global measure of satisfaction and with, respectively, 5 and 7 subscales of the 10 subscales of satisfaction under examination (Pearson's r ranged between .40 and .67, 2-tailed; p < .05). Findings demonstrate that quality need not be a zero-sum issue, with clinical quality and service quality competing for resources and attention.