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New Quality Challenges for Healthcare

Summary: Healthcare institutions must increasingly improve quality and service while decreasing costs in order to meet escalating customer expectations. Quality improvement efforts have therefore become a competitive business strategy. Organizational quality improvement must begin with senior leadership articulating the vision and values. Pursuing three critical elements can help leaders begin the organizational journey: unwavering focus on the customer, close and constant attention to improving the way work is done, and long-term organizational commitment and support. Skills training and other elements needed to support the foundation of organizational quality are presented, using examples from Deaconess Hospital in Evansville, Indiana, and Memorial Medical Center in Savannah, Georgia. Healthcare organizations that have effective quality programs can expect improvements not only in customer satisfaction, but also in employee satisfaction.

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  • Topics: Continuous Improvement
  • Keywords: Healthcare industry, Leadership, Teamwork, Continuous improvement, Quality vision, Values, Customer satisfaction, Employee satisfaction, Training and skills
  • Author: Sepielli, Ron; Klausner, Amy
  • Journal: Journal for Quality and Participation