No Longer Waiting for Answers

Description: The emergency department at Presbyterian Hospital in Charlotte, NC is often stretched beyond capacity. Patient volume in the 43-bed ED has jumped 34% in the past four years, and more than 86,000 people are expected to seek care there this year.…


Keywords: Healthcare industry,Organizational improvement initiatives,Cultural change,Change management,Employee morale,Customer satisfaction (CS)

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"Data Helps Decide" section states Figure 1 is a Pareto Chart when in fact it is a Mind Map. Otherwise, very encouraging. Great to see they did not give up. I have also seen how one breakthrough can begin to change the culture. Sobering that some personnel changes had to happen to allow change.
--Dan Langlois, 02-24-2009

Online Figures 1 and 3 are illegible.
--Wayne Fischer, 01-12-2009
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