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Subject:
Benchmarking and benchmarking studies
Category: Miscellaneous Asked by: mikey25-ga List Price: $50.00 |
Posted:
06 Jan 2004 19:05 PST
Expires: 05 Feb 2004 19:05 PST Question ID: 293866 |
(1) I would like to read definitions of the term benchmarking from several differenct sources. I would also like to read several different discussions of what benchmarking is -- AND IS NOT. It appears that the term is used quite loosely and I want to be able to discuss with people not only what people think benchmarking is, but what it actually is. (2) I would like access to review at least four customer satisfaction BENCHMARKING studies that have been completed or published in the healthcare or long-term care industries (i.e. retirement communities, assisted living communities or nursing homes. In addition to citations, I will need to read a DISCUSSION or analysis of the methodology and the results. | |
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Subject:
Re: Benchmarking and benchmarking studies
Answered By: leader-ga on 10 Jan 2004 09:47 PST Rated: ![]() |
Hello mikey25-ga: Here are some reports for your review. I know they might not match exactly what you need but some of them are very close to what you seek. Let me know if you are satisfied so I can compile an answer along with benchmark definition. Also, let me know if you think, they are just OK or they are utterly incomplete. Thanks. __________________________________________________________________ Centralized Scheduling with Tempus Software Pays Off for Ohio IDN http://www.all-health.com/products/informationsystem_technology/ohiohealth.htm ?Customer service improvement was the focus of Grant/ Riverside's baseline research. Current patient satisfaction with the scheduling process was measured via in-house surveys.? __________________________________________________________________ ENCOMPASS® improves scheduling and physician access at Pennsylvania?s Centre Community Hospital http://www.all-health.com/products/informationsystem_technology/centre.htm ?ENCOMPASS®? compatibility with Citrix has also made it easier for outside physicians? offices to schedule patient appointments at CCH. Prior to ENCOMPASS® and Citrix, a physician usually would call in to schedule an appointment with a department after the patient had already left the office? __________________________________________________________________ Web-Enabled Reporting Solution Enhances Customer Relationships at Healthcare Provider http://www.headstrong.com/HS/Article/0,5995,1-293,00.html ?A leading healthcare provider enjoyed record annual growth but was in danger of losing customer accounts because they responded slowly to customer requests and couldn?t anticipate changing trends. The company turned to Headstrong in search of a flexible solution that would expand the business and retain customers.? __________________________________________________________________ What Consumers Say About the Quality of Their Health Plans and Medical Care? http://www.ahcpr.gov/qual/ncbd2000/NCBDrepa.htm The National CAHPS® Benchmarking Database (NCBD) is a new resource that provides benchmarks to facilitate comparisons across health plans by users of the CAHPS® survey. In the U.S. health care system, use of the Consumer Assessment of Health Plans survey is widespread. __________________________________________________________________ Benchmarking study http://www.findarticles.com/cf_dls/m3257/n5_v52/21045751/p1/article.jhtml?term= ?In 1997, QuadraMed Corp. conducted the National MEDPAR DRG Benchmarking Study to establish national norms for hospital coding and case mix based on DRGs using the same data available to the government for its investigations. Three different types of DRGs were analyzed in this study, including complicated and uncomplicated DRG pairs, related DRG pairs, and selected individual DRGs.? __________________________________________________________________ Benchmarking study www.diabetescqi.org/DMSviewer.asp?doc_uid=68 ?As part of its mission to improve the quality diabetes care in California, the diabetes CQI project established the clinical benchmarking study. The study systematically measured the quality care that the 23 participating provider organizations delivered to diabetes patient during the twelve month study period. The project is using the results to facilitate disease management by provider organizations, as a baseline for eventually measuring its success at improving quality of care, and to identify and disseminate best practices among leading groups.? __________________________________________________________________ Benchmarking study www.biofind.com/business/reports/1benchmarking.pdf ?This report serves as a benchmark as it presents insights into the most current areas of investigation in protein and proteomic research. Initial protein studies revolved around the identification and characterization of single proteins and the investigation of their corresponding genes.? __________________________________________________________________ Benchmarking study How to avoid tarps in benchmarking customer service? http://healthcare.isixsigma.com/me/benchmarking/ ?This article attempts to illustrate where organizations go wrong in their effort to achieve breakthrough performance in customer satisfaction. It also suggests an alternative formula for success.? __________________________________________________________________ Benchmarking study Benchmarking study in the dynamics of nursing attraction, retention and turnover. http://www.archi.net.au/content/file/download.phtml/type/File/id/1172/field/file/name/TheDynamicsofNursingAttractionRetentionandTurnover.pdf ?The objective of this benchmark study has been to identify the practical things that managers can do immediately to address their nursing attraction and retention problems.? __________________________________________________________________ Benchmarking study Impact of cultural change-A nursing retention strategy http://www.archi.net.au/content/file/download.phtml/type/File/id/1173/field/file/name/ImpactofCulturalChange_ANursingRetentionStrategy.pdf ?It Uses National Benchmarking Data from the Best Practice Australian Benchmarking Study into Nursing Attraction and Retention to examine the impact of Cultural Change onthe risk of nurses leaving.? __________________________________________________________________ Comparing credential processes Across Professional Health Organizations: A benchmarking study http://gain.mercer.edu/mla/research/hyp00su.PDF This is a benchmarking study to review the AHP Program and improve its effectiveness. __________________________________________________________________ Reengineering Healthcare http://www.wizdom.com/reengineeringhealthcare.html ?A vast support network exists within the DoD to drive BPR initiatives as a way of meeting the challenges of managed care, base closings and downsizing. Private sector healthcare entities face similar pressures, but do not have the advantage of a network of providers acting in concert. Effective reengineering in private sector healthcare is possible, and desirable, if a systematic and standardized (across departments) approach is used. Recognizing the need for a universal starting point for process improvements, Wizdom Systems, Inc. developed the Healthcare Enterprise Reference Model.? _____________________________________________________________ Other Industries, customer satisfaction benchmarking studies _____________________________________________________________ Customer Satisfaction standards for Utility Call Centers http://www.esource.com/public/pdf/mcs_ucc.pdf ?E source in partnership with response call center conducted a nationwide study to measure and benchmark customer level of satisfaction with call center interactions.? __________________________________________________________________ Healthcare looks to benchmarking to improve business process. http://www.healthcare-informatics.com/issues/1998/03_98/cover.htm ?A wealth of companies offers products and services that can help organizations manage performance data and benchmark processes. The bad news: There's little consensus on "best practices" or the methodology to measure them, and meaningful comparative data is scarce.? __________________________________________________________________ Medical Device Manufacturer Increases Customer Satisfaction And Profitability Through WorkOut http://healthcare.isixsigma.com/library/content/c030320b.asp ?A medical imaging device manufacturer?s profitability was severely affected by quality defects in its x-ray tube product line. WorkOut was selected as the ideal mechanism to drive improvement actions within a very compressed timeframe.? --BREAK-- I have come out with more results. Provider Magazine for long term care professionals has archives of its articles on the web. Some of these articles might just be what you need. Take a look at their archives at http://www.providermagazine.com/pv-archive.htm which include such studies as: Patients Thrive in Day Care Suites http://www.providermagazine.com/pdf/caregiving-11-2003.pdf Pressure Ulcer Benchmark studies in the Nursing Facilities. http://www.providermagazine.com/pdf/caregiving-07-2003.pdf Pushing the boundaries of Quality http://www.providermagazine.com/pdf/mgmt-06-2003.pdf --BREAK? Public Policy Institute Research http://research.aarp.org/il/fs62r_assisted.html This is a nationwide study on the needs of the residents of assisted living facilities. Gainey Associates Inc. ? Quality Customer Service http://www.alsuccess.com/articles/0a1feat3.html ?Press Ganey Associates, a healthcare research firm, examined the factors that create positive word-of-mouth referrals in assisted-living communities and discovered a number of interesting findings.? Press Ganey ? The Satisfaction Monitor in Assisted Living http://www.pressganey.org/products_services/readings_findings/satmon/article.php?article_id=147 ?Despite the demand for a simple tool for assessing satisfaction with service quality, to date, there exist very few that meet the industry's needs. Press Ganey has just completed the testing and development of a tool to measure satisfaction that reflects the unique constellation of assisted living programs.? Amenities make the difference http://www.alsuccess.com/articles/0a1feat1.html ?With the increased number of senior-living communities, and the increased interest in assisted living, more communities are beginning to offer special amenities for their residents in an effort to improve occupancy rates and to retain market positions.? Brecht Associates Inc. ? Benchmarks for adapting demand methodologies http://www.alsuccess.com/articles/881feat3.html | |
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mikey25-ga
rated this answer:![]() This was my first use of Google Answers, so I did not know what to expect. I found the information provided to be very helpful and the research clearly saved me a lot of time. Thank you leader-ga. |
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Subject:
Re: Benchmarking and benchmarking studies
From: leader-ga on 07 Jan 2004 18:59 PST |
Hello mikey25-ga: Here are some reports for your review. I know they might not match exactly what you need but some of them are very close to what you seek. Let me know if you are satisfied so I can compile an answer along with benchmark definition. Also, let me know if you think, they are just OK or they are utterly incomplete. Thanks. __________________________________________________________________ Centralized Scheduling with Tempus Software Pays Off for Ohio IDN http://www.all-health.com/products/informationsystem_technology/ohiohealth.htm ?Customer service improvement was the focus of Grant/ Riverside's baseline research. Current patient satisfaction with the scheduling process was measured via in-house surveys.? __________________________________________________________________ ENCOMPASS® improves scheduling and physician access at Pennsylvania?s Centre Community Hospital http://www.all-health.com/products/informationsystem_technology/centre.htm ?ENCOMPASS®? compatibility with Citrix has also made it easier for outside physicians? offices to schedule patient appointments at CCH. Prior to ENCOMPASS® and Citrix, a physician usually would call in to schedule an appointment with a department after the patient had already left the office? __________________________________________________________________ Web-Enabled Reporting Solution Enhances Customer Relationships at Healthcare Provider http://www.headstrong.com/HS/Article/0,5995,1-293,00.html ?A leading healthcare provider enjoyed record annual growth but was in danger of losing customer accounts because they responded slowly to customer requests and couldn?t anticipate changing trends. The company turned to Headstrong in search of a flexible solution that would expand the business and retain customers.? __________________________________________________________________ What Consumers Say About the Quality of Their Health Plans and Medical Care? http://www.ahcpr.gov/qual/ncbd2000/NCBDrepa.htm The National CAHPS® Benchmarking Database (NCBD) is a new resource that provides benchmarks to facilitate comparisons across health plans by users of the CAHPS® survey. In the U.S. health care system, use of the Consumer Assessment of Health Plans survey is widespread. __________________________________________________________________ Benchmarking study http://www.findarticles.com/cf_dls/m3257/n5_v52/21045751/p1/article.jhtml?term= ?In 1997, QuadraMed Corp. conducted the National MEDPAR DRG Benchmarking Study to establish national norms for hospital coding and case mix based on DRGs using the same data available to the government for its investigations. Three different types of DRGs were analyzed in this study, including complicated and uncomplicated DRG pairs, related DRG pairs, and selected individual DRGs.? __________________________________________________________________ Benchmarking study www.diabetescqi.org/DMSviewer.asp?doc_uid=68 ?As part of its mission to improve the quality diabetes care in California, the diabetes CQI project established the clinical benchmarking study. The study systematically measured the quality care that the 23 participating provider organizations delivered to diabetes patient during the twelve month study period. The project is using the results to facilitate disease management by provider organizations, as a baseline for eventually measuring its success at improving quality of care, and to identify and disseminate best practices among leading groups.? __________________________________________________________________ Benchmarking study www.biofind.com/business/reports/1benchmarking.pdf ?This report serves as a benchmark as it presents insights into the most current areas of investigation in protein and proteomic research. Initial protein studies revolved around the identification and characterization of single proteins and the investigation of their corresponding genes.? __________________________________________________________________ Benchmarking study How to avoid tarps in benchmarking customer service? http://healthcare.isixsigma.com/me/benchmarking/ ?This article attempts to illustrate where organizations go wrong in their effort to achieve breakthrough performance in customer satisfaction. It also suggests an alternative formula for success.? __________________________________________________________________ Benchmarking study Benchmarking study in the dynamics of nursing attraction, retention and turnover. http://www.archi.net.au/content/file/download.phtml/type/File/id/1172/field/file/name/TheDynamicsofNursingAttractionRetentionandTurnover.pdf ?The objective of this benchmark study has been to identify the practical things that managers can do immediately to address their nursing attraction and retention problems.? __________________________________________________________________ Benchmarking study Impact of cultural change-A nursing retention strategy http://www.archi.net.au/content/file/download.phtml/type/File/id/1173/field/file/name/ImpactofCulturalChange_ANursingRetentionStrategy.pdf ?It Uses National Benchmarking Data from the Best Practice Australian Benchmarking Study into Nursing Attraction and Retention to examine the impact of Cultural Change onthe risk of nurses leaving.? __________________________________________________________________ Comparing credential processes Across Professional Health Organizations: A benchmarking study http://gain.mercer.edu/mla/research/hyp00su.PDF This is a benchmarking study to review the AHP Program and improve its effectiveness. __________________________________________________________________ Reengineering Healthcare http://www.wizdom.com/reengineeringhealthcare.html ?A vast support network exists within the DoD to drive BPR initiatives as a way of meeting the challenges of managed care, base closings and downsizing. Private sector healthcare entities face similar pressures, but do not have the advantage of a network of providers acting in concert. Effective reengineering in private sector healthcare is possible, and desirable, if a systematic and standardized (across departments) approach is used. Recognizing the need for a universal starting point for process improvements, Wizdom Systems, Inc. developed the Healthcare Enterprise Reference Model.? _____________________________________________________________ Other Industries, customer satisfaction benchmarking studies _____________________________________________________________ Customer Satisfaction standards for Utility Call Centers http://www.esource.com/public/pdf/mcs_ucc.pdf ?E source in partnership with response call center conducted a nationwide study to measure and benchmark customer level of satisfaction with call center interactions.? __________________________________________________________________ Healthcare looks to benchmarking to improve business process. http://www.healthcare-informatics.com/issues/1998/03_98/cover.htm ?A wealth of companies offers products and services that can help organizations manage performance data and benchmark processes. The bad news: There's little consensus on "best practices" or the methodology to measure them, and meaningful comparative data is scarce.? __________________________________________________________________ Medical Device Manufacturer Increases Customer Satisfaction And Profitability Through WorkOut http://healthcare.isixsigma.com/library/content/c030320b.asp ?A medical imaging device manufacturer?s profitability was severely affected by quality defects in its x-ray tube product line. WorkOut was selected as the ideal mechanism to drive improvement actions within a very compressed timeframe.? |
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