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Healthy Returns

by Kennedy, Denise; Caselli, Richard J.; Berry, Leonard L.

The future of any enterprise depends on the quality of its customer service. All organizations—even those manufacturing products—are service organizations because all create value for customers by performing services....


Open Access

Quality in the First Person: Know No Bounds

by Tingley, Craig

For me, the common denominator in optimal job satisfaction and employment progression nearly always relates to an organization’s people focus—or lack thereof. I began to develop a strategic plan that would prepare me for a major transition....


Online Figures Watson

by Watson Robert Q., and Leeson, Kenneth

new patient flow / Online Figure 1 No room, patient sent to waiting room Patient sent to ED room Room RN completes assessment ED doctor visits and treats Fast- track RN completes assessment Initial tests ordered Patient sent to fast track Fast- track NP ...


No Longer Waiting for Answers

by Schooley, John

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....


Open Access

A Dose of DMAIC

by Mukherjee, Shirshendu

Ruby hospital, a multispecialty for-profit facility in Calcutta, India, was the first in Eastern India to embrace ISO 9001 and is the only one in the country to have successfully deployed a Six Sigma improvement program....


Faster Turnaround Time

by Pellicone, Angelo; Martocci, Maude

In 2004, North Shore University Hospital (NSUH) used Six Sigma to reduce bed assignment delay turnaround time that made it difficult to balance capacity needs. A capstone project revealed incorrect use of the hospital's bed tracking system. The goal was...


New Skills Needed in Medical Leadership

by Bisognano, Maureen

Three leadership processes can aid improvement efforts in the health care field. These are supporting front-line efforts to reduce defects and improve outcomes, aggregating the effects of quality improvement activities, and integrating quality...


ISO 9001 and health care.

by Kolka, James

Easier, faster and better than other accreditation programs

Health care providers often struggle when they find as many as 30 different versions of the same form at different locations in a health care facility. After employee health care benefits, purchasing frequently ranks number two in expenditures for health ...


Charting New Territory

by Welsh, Frank

Health care applications of flowcharts, cause-and-effect (fishbone) diagrams, and control charts were developed by a team of nurses and a surgeon in an outpatient surgery facility. Flowcharts identified the movement of patients through the facility,...


Hospital Sets New Standard as Closure Approaches: Quality Is Continuous

by Dasch, Martha L.

A same-day surgery (SDS) unit improved itself through long-term commitment to quality. At the Naval Hospital Orlando, a survey of patients and staff had revealed problems in pre-admission, scheduling, and physical layout. A self-directed SDS...


Quality Principles Are Key to Building Centennial Medical Center

by Scharfe, Tom; White, Mark J.

Design and implementation of a construction project relied on teamwork, planning, and listening to users. Quality tools and concepts were the foundation of the new $134 million Centennial Medical Center. An expectations matrix helped firms working on...



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