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

Format:

Book

Author/Creator:

Boepple, Jack, author.

Series:

SAGE knowledge. Cases.

SAGE Knowledge. Cases.

SAGE knowledge. Cases

Language:

English

Subjects (All):

Patient satisfaction--Case studies.

Patient satisfaction.

Total quality management--Case studies.

Total quality management.

Genre:

Case studies.

Physical Description:

1 online resource : illustrations (black and white, and colour).

Place of Publication:

[London] : SAGE, 2016.

System Details:

text file

Summary:

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.

Notes:

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.

No ILL or scholarly sharing allowed.

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

ISBN:

9781473969933

OCLC:

1017726983

Access Restriction:

Restricted for use by site license.