Tag: Patient Satisfaction
Patients, Dignity, and Improvement: What These Charts Really Tell Us
tl;dr: A closer look at NHS patient dignity data shows that small year-to-year changes don't automatically mean improvement. By plotting the data over time...
My Visit to Cleveland Clinic: Seeing Leaders Engaging Staff in Meaningful...
I had a chance to visit one of their community hospitals, Hillcrest Hospital, as well as the main campus. It was a very stimulating visit and it was great to see the progress they were making in building a “culture of improvement.”
A Prof Writes About “Proof that Operational Excellence Works in Healthcare!”
This article caught my eye recently:
Skeptics - We have Proof that Operational Excellence Work in Healthcare!
(via The Ohio State University)
Transparency in Healthcare: Patients *Can* Handle the Truth
Mark's Note: Here is another guest post from Drew Locher. I'm hoping that he'll contribute occasionally to the blog as a guest author. My...
What Virginia Mason’s CEO Dr. Gary Kaplan Warns Against With Lean
Dr. Gary Kaplan is the CEO of Seattle's Virginia Mason Medical Center, considered one of the world leaders in the adoption of Lean healthcare...
A Story About a Hospital Putting Safety First Over Patient Satisfaction
In yesterday's blog post ("Safety is always our top priority" - From lip service to daily practice?"), I challenged hospital leaders to back up...
Who Ever Asks “Let’s Plus/Delta” That Doctor Appointment or Hospital Stay?
It's a pretty common facilitation technique to do a "plus / delta" discussion at the end of a meeting, exercise, etc.
In the plus column...
Stuff I’m Reading: The Good, The Bad, and the Ugly in...
The list of stuff I've read and wanted to blog about has grown... that inventory becomes a post like this. Here are links to...
Data Without Context Isn’t Very Helpful; Don’t Overreact to Each Up...
Some of the best lessons I have ever learned for my career are from Donald Wheeler's brilliant book Understanding Variation: The Key to Managing...
Unlocking the Truth Behind Patient Satisfaction: Beyond Arbitrary Targets and Statistical...
Are We 84.7% Certain We're in the 90th Percentile?
Of course, hospitals should focus on patient satisfaction. That's important but is often a vague and...
