PCN540 Grand Canyon Patient Satisfaction and Outcomes Discussion

250 words and 2 scholarly resources

1) Casey Gibbs

Topic 6 DQ 1 (Obj. 6.2 and 6.3)

There is a direct correlation between client or patient satisfaction and outcomes. The more satisfied a patient is with their care, the more likely they will follow treatment plans including medication compliance. In a major report published in 2001 “Crossing the Quality Chasm,” the Institute of Medicine (IOM) set forth six goals for quality health care system patient safety: safe, equitable, evidence based, timely, efficient; and patient centered with the latter three directly influencing patient satisfaction. Patients have choices and the better practice understands what they are doing right and what they can improve, the better patient satisfaction, the better the outcomes (Prakash, 2010).

The first step is determining the area of study or research. Is it overall satisfaction, satisfaction with a specific therapy or therapist, post therapy follow up survey or any other topic that is of interest. For a general satisfaction survey it would need to be mixed methods, qualitative and quantitative. Then:

  • identify the components of the service that contributed to satisfaction/dissatisfaction and assess the credibility of items included in existing scales;
  • use the results of the qualitative study to make adaptations to existing scales,
  • evaluate the psychometric properties and predictive validity of the measure in a large sample of service users and caregivers,
  • refine the measure in light of findings from psychometric properties and predictive validity,
  • evaluate the construct validity and psychometric properties of the refined scale in an independent sample of service users and caregivers.
  • gather data
  • Compare data using ANOVA, linear regression, scatterplot or any appropriate statistical comparison tool

(Mayston et al, 2017)

Mayston, R., Habtamu, K., Medhin, G., Alem, A., Fekadu, A., Habtamu, A., … Hanlon, C. (2017). Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study. BMC health services research, 17(1), 183. doi:10.1186/s12913-017-2126-2

Prakash B. (2010). Patient satisfaction. Journal of cutaneous and aesthetic surgery, 3(3), 151–155. doi:10.4103/0974-2077.74491

2) E. M.

Topic 6 DQ 1 (Obj. 6.2 and 6.3)
When it comes to evaluating the services people are getting from an organization it is important to also look at how participants are going to respond to being asked into the study. If a participant believes that there is a reason to be suspicious they’re going to be less likely to give accurate information. How would you design a research study that would help clients reduce their level of anxiety when it comes to things like the confidentiality of the research study?

3) Kimberly Frederick

Topic 6 DQ 1 (Obj. 6.2 and 6.3)

Cross-sectional methodology is the most commonly used design for survey research. This is due to data being collected at only one point in time. For example, this clinic can survey clients about their perceptions of the effectiveness of the agency’s counselors in helping them deal with debilitating ailments, (Sherpis, et. al., 2017).

When evaluating client satisfaction, the first items to decide would be the areas one is interested in learning about.

  • Is the wait time at the clinic too long?
  • Are the staff members attentive and personable towards the clients?
  • Do you feel like a person or a number?
  • Does the clinic address the concerns of the clients?
  • Cleanliness of the clinic.
  • Pleasant environment or crowded?
  • Do clients feel inclined to return to the clinic?
  • Is the clinic easily accessible to the clients?
  • On average, how many appointments are made to different services per week?

After identifying the areas needed to evaluate, identify the population you will use. Because many of our clients suffer from debilitating ailments, it is better to choose the older population. This would be from the 40’s and up. One hundred surveys will be used as a sample of these patients and their families will be surveyed initially. The information we find from their survey will be a guide to understanding the other 1900 surveys.

Many of the clients and their families come from a large city. Because the clients are experiencing debilitating ailments some will not be users of the internet but their family members along with a large portion of them do use the internet. The agency will use Survey Monkey to disseminate the surveys via the internet.

A similar survey was conducted by Mayor Brownstone out of Los Angeles, California. He was contacted and the clinic received permission to use his survey as the guide to our study. The clinic performed a pilot test of the surveys and received feedback as to the layout and ease of completion. After all the “tweaks” are performed, the surveys will be administered, and the data analyzed based on age, location, education, other weekly schedules which could interfere with clients wanting to participate in this clinic’s appointments. The report of findings will be written.

4) Lori Wright

Topic 6 DQ 2 (Obj. 6.1, 6.2 and 6.3)

Program evaluation is the process of gathering, analyzing and using the information gathered to answer queries about efficiency and effectiveness of programs and projects. Needs assessment is a key tool in conducting program evaluation since information collected through needs assessment helps in identifying critical issues that need to be addressed about a certain subject. Needs assessment consist of several essential elements and several considerations are made before implementing it. Cultural sensitivity is relevant issue that must be addressed to achieve better needs assessment.

Initiation is the first element where limiting factors are identified. The subject under evaluation is explored to identify the gaps and what is expected of it. The second element is the data collection and analysis. Social, economic, technological, and political analysis and strengths, weaknesses, threats and opportunities analysis is performed and the data is collected. Finally, the final report is recorded which include the detailed findings and recommendations.

Several issues are considered when implementing a needs assessment. They include: establishing a work group which will help in designing and conducting the needs assessment and developing a data collection plan in which will be used in the data collection process. Prior planning helps in understanding the data collection process in advance. After developing an appropriate plan then needs assessment data can be collected as per the plan. Analyze and review the existing data and the new data collected (Sheperis, Young & Daniels, 2017). This helps in understanding the trends and current situation. Finally, link the assessment findings to a logic model which ensures that the program is fit for execution.

When conducting needs assessment, cultural sensitivity should be considered since it has effects on the outcome of the assessment, Darnall et al (2016), this is because it helps in understanding the background of the respondents, ethnicity and beliefs. Incorporating cultural sensitivity in needs assessment allows one to gain cultural competence which is the ability to understand other people’s culture and how it influences their response. Personally, when conducting needs assessment I will learn about intercultural communication, and research more about other cultures in order to be aware of their biases and prejudices as a way of incorporating cultural sensitivity.

Needs assessment is a strong pillar that support program evaluation. It unveils and data about the gaps that exist within the current situation and it acts as a bridge to achieving a better future. However, it calls for several issues to be considered for its implementation. Cultural sensitivity has to be considered when conducting needs assessment because more accurate data is collected. Therefore, needs assessment team should be aware of the existing culture of the people they are dealing with.


Darnall, B. D., Scheman, J., Davin, S., Burns, J. W., Murphy, J. L., Wilson, A. C., … & Mackey, S. C. (2016). Pain psychology: A global needs assessment and national call to action. Pain Medicine, 17(2), 250-263.

Sheperis, C., Young, J., & Daniels, M. H. (2017). Counseling research: Quantitative, qualitative, and mixed methods (2nd ed.). Upper Saddle River, NJ. Pearson.

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