WHAT IS THE RELATIONSHIP OF THE uSPEQ CONSUMER EXPERIENCE SURVEY TO PERFORMANCE MEASUREMENT, QUALITY IMPROVEMENT, AND QUALITY ASSURANCE?
Whatever approach is used to describe a performance and quality improvement program (performance measurement, outcomes management, quality improvement, quality assurance, program evaluation), the principle is to assess the effectiveness and/or efficiency of a program, identify areas for improvement, and take action to change processes to improve the organization’s performance along important dimensions. Critical factors in the performance improvement process are the experiences and feedback of consumers served in a program. If consumers report positively on experiences important to them, including results of participating in the program and satisfaction with the process, the organization has one indicator of its desired performance. uSPEQ Consumer Experience Survey provides an opportunity for subscriber organizations to gather and aggregate consumer experiences at the program, site, and organizational levels and to compare the findings to their own trends and targets and, eventually, e
