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

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