Choose a clinical quality issue in a VA outpatient mental healthclinic and diagram this process using one of
the tools described in Chapter 4. Explain the critical evaluation points and how data can be collected. Describe internal and external variables that should be considered when collecting and analyzing data. At what point should the system signal an adverse event?
Since customer satisfaction is a key driver in today’s healthcare organization, discuss ways that providers can educate patients and families about what is “quality care” and how they can play a role.
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