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It is all about the consumer. With more than 68% of the U.S. economy driven by consumer spending, retailers clearly know how to identify and motivate consumers to take action (YCharts).

We have been thinking about how root cause analysis (RCA) is conducted and how effective is it when properly performed. Relevant factors include the actual methodology, the skill of the practitioners, and the seriousness of purpose.

Sentrian™, has developed technology that health plans can use to monitor and analyze data from patients’ remote biosensors, which allows the plans to anticipate health problems and intervene with treatment before patients are in acute need of care.

Through the voices of 15 patient experience leaders, this report from The Beryl Institute explores the growing role of Chief Experience Officer (CXO), which encompasses a broad portfolio of resources…

Mayo Clinic is committed to catalyzing the broad use of social media—by organizations, clinicians, administrators, patients, families, and advocates—to improve healthcare.

I voted for Don Berwick in September and wish I could have done so again in November. A political first-timer, founder and previously CEO of the Institute for Healthcare Improvement and administrator…

  November/December 2014 Quality Conundrums Lynn Helmer, MD, MBA, CHCQM • ABQAURP Diplomate since 1998 • http://www.drdnj.com Process Explains Poor Service—A Quality Conundrum? Process is supposed to make things better: more efficient, more cost effective, and leading to higher patient/customer satisfaction. Process is the magic bullet for fixing quality and service problems, BUT not if … Continued

  July/August 2014 Quality Conundrums Lynn Helmer, MD, MBA, CHCQM • ABQAURP Diplomate since 1998 • http://www.drdnj.com Patient Privacy versus Patient Branding – A Quality Conundrum? Is patient privacy a thing of the past? Even in a world of HIPAA compliance, there remains ample opportunity for patients to be, or feel, violated. Have branding and … Continued

For more than 100 years, the Boston Symphony Orchestra (BSO) has entertained audiences in Symphony Hall, one of the finest musical halls in the world. As information technology advanced, the BSO deployed numerous systems to manage ticketing, payroll, and personnel management in an effort to automate processes and lower costs.