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You have been appointed as Director Quality Improvement in a large Health Maintenance Organization?

You have been appointed as Director Quality Improvement in a large Health Maintenance Organization. Your 2004 customer satisfaction survey (CAHPS) shown members being dissatisfied with accessibility and quality of care provided. In addition the (HEDIS) Preventive studies have shown results are below the benchmark in Annual Eye exam screening for Diabetes patients (members). It is now your responsibility to proceed with improving the Quality within your organization. How will you proceed?

I would 1st hold a meeting with each department that was below appropriate customer satisfaction levels and brain storm in 2 areas. What are we doing wrong and what can we do to improve it.
The second group I would want to talk to would be the customers and see what we did right and wrong.
We would put a plan in place to be above standards in Annual Eye exam screening for Diabetes patients (members)

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