Blog Post #11: Quality Management

Identify and describe a quality management process that is utilized in your field of interest. Typically this process is in response or guided by a professional organization in that field. Identify that organization.

In response to the directions above: 

The field of interest I am searching is Physical Therapy.  The product quality of physical therapy can’t be measured instruments or scales, but most accurately by the patients undergoing the physical therapy treatment.  Surveys are a good way of getting this information of quality.  The system used by HSM, Inc. (Health Services Management) is used with the different health services companies they partners with, including physical therapy companies.  “Patient satisfaction is measured with a modified Consumer Assessment of Health Plans Survey (CAHPS). A random sample of patients will receive the satisfaction survey and an outside agency will handle the mailing, data collection and reporting. This survey also includes questions to monitor functional outcome and quality of the services provided.”  This is a statement from the HSM, Inc. website describing the survey used to help manage satisfaction and quality of the health service.  “The Health Plan Survey asks enrollees about their recent experiences with health plans and their services. This standardized survey was designed to support consumers in assessing the performance of health plans and choosing the plans that best meet their needs. Health plans can also use the survey results to identify their strengths and weaknesses and target areas for improvement.” 

https://www.hsminc.com/ReadArticle.asp?articleId=90

http://www.cahps.ahrq.gov/Surveys-Guidance/HP/About-HP.aspx