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Brigham and Women's Hospital: "Moving the Needle" Takes People, Processes, and Leadership

Dec 17, 2008

Description

Describes three strategies implemented simultaneously to enhance patient satisfaction: creating strong leadership commitment; improving care processes; and training a customer-focused staff. Discusses patient surveys and performance scorecards.

Brigham and Women's Hospital: "Moving the Needle" Takes People, Processes, and Leadership

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Published by

Commonwealth Fund

Funded by

Commonwealth Fund

Copyright

Document type

CaseStudy

Language

English

Geography

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Title: Brigham and Women's Hospital: "Moving the Needle" Takes People, Processes, and Leadership
Publication date 2008-12-17
Publication year 2008
Authors Sharon Silow-Carroll
Copyright holder(s) Commonwealth Fund
Geographical focus North America / United States (Northeastern) / Massachusetts / Suffolk County / Boston , North America / United States (Northeastern) / Massachusetts
Keywords patient satisfaction , patient , hospital , brigham and women , satisfaction
Document type CaseStudy
Language English
URL: https://www.issuelab.org/resource/brigham-and-women-s-hospital-moving-the-needle-takes-people-processes-and-leadership.html
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