Maintaining a Hospital’s Level of Service After Layoffs


Thanks to a Google News Alert email, I get news stories (on a daily basis) about hospital layoffs around the country.

Many of the articles feature an executive making a reassuring sounding comment along the lines of:

“Although we have layoffs, the quality of service has not changed.”

It begs the questions of

  1. is that really true?
  2. if so, why were those people working there if they didn't affect the quality of service?

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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.


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