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Understanding the use of consumer su...

Fielding Graduate University.

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Understanding the use of consumer survey feedback for organizational change in behavioral healthcare.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Understanding the use of consumer survey feedback for organizational change in behavioral healthcare./
作者:	Shawver, Mary Nash.
面頁冊數:	114 p.
附註:	Adviser: Charles Seashore.
Contained By:	Dissertation Abstracts International69-11A.
標題:	Business Administration, Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3335247
ISBN:	9780549886235

Understanding the use of consumer survey feedback for organizational change in behavioral healthcare.
Shawver, Mary Nash.

Understanding the use of consumer survey feedback for organizational change in behavioral healthcare. - 114 p.

Adviser: Charles Seashore.

Thesis (Ph.D.)--Fielding Graduate University, 2008.

Key words. behavioral healthcare; change dynamic; consumer survey; organizational change; quality improvement; survey feedback.

ISBN: 9780549886235Subjects--Topical Terms:

626628
Business Administration, Management.

Understanding the use of consumer survey feedback for organizational change in behavioral healthcare.
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245 1 0 $a Understanding the use of consumer survey feedback for organizational change in behavioral healthcare.
300 $a 114 p.
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500 $a Source: Dissertation Abstracts International, Volume: 69-11, Section: A, page: 4532.
502 $a Thesis (Ph.D.)--Fielding Graduate University, 2008.
520 $a Key words. behavioral healthcare; change dynamic; consumer survey; organizational change; quality improvement; survey feedback.
520 $a Behavioral healthcare treatment providers are expected to use consumer feedback to improve quality of services provided. This prospect is an example of the larger phenomenon of how organizations change, which is a predominant topic in both academic and professional discussions. Despite decades of well-known and utilized models and frameworks to explain and facilitate organizational change, successful change initiatives remain in the minority. This study examines this problem by addressing the question What are the factors related to the use of consumer feedback and how does this feedback inform organizational quality improvement change initiatives in behavioral healthcare?
520 $a This study was conducted in three phases: (a) national and regional focus groups made up of a cross-section of behavioral healthcare leaders; (b) a self-administered mixed methods (quantitative and qualitative) survey, completed online by leaders within a statewide system of community behavioral healthcare organizations; and (c) semi-structured follow-up interviews conducted via telephone with selected survey respondents, to further examine the use (or not) of consumer survey data to inform quality improvement initiatives.
520 $a Study findings include that these leaders of behavioral healthcare organizations report use of consumer survey data in a variety of ways, including for quality improvement initiatives. Multiple factors that facilitate and hinder the use of these data were elucidated, as well as examples of the dynamics of Van de Ven and Poole's four ideal type change theories: dialectical, teleological, life cycle, and evolutionary. This study has generated new knowledge about the extent to which community behavioral healthcare treatment organizations use consumer survey data, how they use these data, and how data can be understood in order to facilitate organizational change. The potential exists to improve the content, analysis and reporting of consumer surveys, and as a result, their usefulness and actual use. This, in turn, is expected to lead to improvements in service quality and consumer outcomes.
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