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Analyzing low patient satisfaction at Herzog Memorial Hospital / Jack Boepple.

Av: Materialtyp: TextSerie: Utgivningsuppgift: [London] : SAGE, 2016Beskrivning: 1 online resource : illustrations (black and white, and colour)Innehållstyp:
  • text
  • still image
Medietyp:
  • computer
Bärartyp:
  • online resource
ISBN:
  • 9781473969933 (ebook) :
Ämnen: DDK-klassifikation:
  • 658.562 23
Onlineresurser: In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the third-floor nursing unit, the primary destination for patients admitted through the emergency department, were at the 15th percentile, and the key HCAHPS score for inpatients was well below the Colorado average. Over the past six months Jeri Tinsley, director of medical, surgical, and intensive care services, had made various changes to try to improve the patient satisfaction scores for her 32-bed unit, but the scores seemed stuck at an unacceptably low level. Tinsley worried that if improvements were not made soon, patients would start 'voting with their feet' and take their business to competing hospitals. This case study examines this topic.
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Originally Published in: Boepple, J. (2013). Analyzing Low Patient Satisfaction at Herzog Memorial Hospital. 5-113-003. Evanston, IL: Kellogg School of Management, Northwestern University.

In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the third-floor nursing unit, the primary destination for patients admitted through the emergency department, were at the 15th percentile, and the key HCAHPS score for inpatients was well below the Colorado average. Over the past six months Jeri Tinsley, director of medical, surgical, and intensive care services, had made various changes to try to improve the patient satisfaction scores for her 32-bed unit, but the scores seemed stuck at an unacceptably low level. Tinsley worried that if improvements were not made soon, patients would start 'voting with their feet' and take their business to competing hospitals. This case study examines this topic.

Description based on online resource; title from home page (viewed on April 28, 2016).

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