To benchmark perceived service quality by service type, the Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector), used American Medical Group Association (AMGA), Press, Ganey Associates (PG), and MercyCare Insurance Company (MCIC) Consumer Assessment of Heath Plans Survey (CARPS) surveys. MHS benchmarked acute care patient satisfaction with PG national, regional, and peer comparisons and with regional competitors. C...

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
14.2.2 Benchmark performance measures with noncompetitors
14.2.3 Benchmark performance measures against competitors

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