Download or read book An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii written by and published by . This book was released on 1993 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Quality Management (TQM) challenges health care organizations to provide high-quality clinical care that also meets or exceeds customer expectations. This requires the development of a reliable method for measuring the perceived quality of care and satisfaction from a patient's point of view. The management problem was that a comprehensive analysis of patient satisfaction had not been conducted at Tripler Army Medical Center (TAMC) to measure quality from the patient's perspective. The purpose of this study was to determine the current level of patient satisfaction and identify the various aspects of the health care delivery system at TAMC which contribute to patient satisfaction. A quantitative research approach was used to collect and analyze data using a patient satisfaction survey. The results indicated that the majority of patients surveyed were very satisfied and rated TAMC as above average in their overall evaluation. The direct care aspects of the health care system had the greatest influence on patient satisfaction, and accounted for 56.8% of the variance in the patient's overall evaluation and 55.4% of the variance in overall satisfaction. This study was also successful in identifying areas to be used in the TQM process to improve the quality of care at TAMC. Patient Satisfaction Survey, Total Quality Management.