Ongoing Research Projects

1. Benchmarks for Improvement Practices

Benchmark your improvement effort against 287 projects in 149 organizations. If you have entered data, get your report. Otherwise, use code 50 to see a sample report.

The purpose of this benchmarking effort is to assess improvement practices through individual project reviews. Projects can enter data about their practices online or through a paper survey. Data are analyzed and compared to successful projects in peer organizations. Online entry► Paper survey►

For a recent publication based on this instrument please see:

Alemi F, Safaie FK, Neuhauser D. A survey of 92 quality improvement projects. Joint Commission Journal on Quality Improvement. 2001 Nov;27(11):619-32. Abstract► Full text►

Contact Professor Alemi for more information.

2. Analysis of Complaints

Hospitals and clinics need data relative to their performance to other hospitals. This could be done with complaint data as well as patient satisfaction data, as long as the data are collected in a standardized manner across organizations. We have developed new procedures for analysis of complaint data so that frequency of rare complaints can be tracked and examine. The following Figure shows and example:

Figure 1: Complaints to Risk Management in a Surgical/Medical Unit of a United State Hospital
(points above the red line indicate statistically significant increase in consecutive complaints)

Most healthcare organizations do not share their complaint data and therefore it is not possible to benchmark their performance against other institutions; but this is more a function where the assessment industry is than any inherent characteristics of complaints. Most complaint databases do not contain patient identifying information and therefore there are no barriers to sharing these data due to privacy regulations. At the same time, the control chart calculations depend on date of complaint and place of complaint (both of which are relatively easy to standardize). If these relatively simple steps are taken, hospitals and clinics can share complaint data in return for benchmarked information about their performance.

Contact Professor Alemi for related information and white paper.

Rethinking Satisfaction Surveys: Minute Evaluation Survey

We have developed a tool for active solicitation of complaints and praise which we call “Minute Evaluation” to emphasize the short nature of the form. Short surveys are expected to increase the client's response rate and reduce cost of conducting satisfaction surveys. The response rate to current satisfaction surveys is relatively low. It takes repeated call backs and other reminders to improve the response rate. Naturally, the cost of conducting satisfaction surveys is high. One way of improving response rate is to make it easier for people to respond. The following form reduces the number of questions asked from the patients to a bare minimum.

Figure 2: Back of Postcard Showing Questions in the tool for Minute Evaluation of Satisfaction

Note that patients respond to two questions. The first question asks the patient to rate their experience. The second question provides the explanation for the rating. In addition, the provider enters the information on visit code and location code prior to providing the postcard to the patient. The question on the visit code establishes the sequence of the data collected and is important in analysis of time (number of visits) to dissatisfied customer. The question on location relates the rating to a specific unit within the health care institution and allows the provider to focus on evaluation of specific units. The Minute Evaluation of Satisfaction is typically printed on a postcard. Preferably, patients should drop their response in a box before leaving the organization. Some, may wish to mail the postcard at a later time. The postcard contains no personal information and can be mailed without cover.

Sometimes, when organizations want to understand more details about the reason behind the patient's complaint or praise, additional survey tools are used to gather more details. Patients who rate their experience in the two extremes may be contacted to complete a more detailed survey tool. In this manner, most patients are spared the burden of completing long and detailed survey tools. Patients find the Minute Evaluation of Satisfaction more convenient than other longer tools, response rate improves and cost of collecting patient's satisfaction with care is reduced.

Contact Professor Alemi for related information and white paper.