The consumer survey review process: a pathway to quality.

This paper describes the consumer survey review process (CSRP), a vehicle for continuous improvement of patient care quality at The Mount Sinai Hospital in New York City. Following a historical sketch of the events which led to its establishment at Mount Sinai, we then describe the instrument used to elicit patients' rating of service delivery, the Consumer Survey, and show how it meets the changing requirements of those who use it. Next, we explain the role and functioning of the management group that most directly translates the patient satisfaction data into action, the Consumer Survey Review Group. Finally, we discuss implications of Mount Sinai's consumer survey review process for managing quality in health care.