Tag Archives: Quality

A Deeper Understanding of Quality

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One problem hospitals face is that the perspective of the patient, or “voice of the customer”, is lost. There is little linkage between the daily activities of front-line staff and the ultimate delivery of value to the patient, meaning that there is not a clear understanding of how those daily activities impact the final care that patients receive. This linkage is difficult to achieve due to the complexity of hospital operations, but it can be done.