THE CONSUMER SURVEY REVIEW PROCESS - A PATHWAY TO QUALITY

This paper describes the consumer survey review process (CSRP), a vehi cle for continuous improvement of patient care quality at The Mount Si nai Hospital in New York City. Following a historical sketch of the ev ents which led to its establishment at Mount Sinai, we then describe t he instrument used to elicit patients' rating of service delivery, the Consumer Survey, and show how it meets the changing requirements of t hose who use it. Next, we explain the role and functioning of the mana gement group that most directly translates the patient satisfaction da ta into action, the Consumer Survey Review Group. Finally, we discuss implications of Mount Sinai's consumer survey review process for manag ing quality in health care.