Chapter 2Excellence (Benchmarks) and Improvement Challenges in Healthcare System
Sections
How Do We Define Quality?Cost and QualityWhy Is Excellence So Hard?Conclusions
Excellence is sometimes a confusing word. In healthcare it can mean error-free delivery of care. It can mean delivering what customers want in a consistent manner. It can mean error-free bills, medical records, or other reporting mechanisms, or it can mean all of the above. Excellence in healthcare means that the healthcare provider does everything at a level above customer expectations. Customers expect a lot today, and by all indications, even more tomorrow. Part of Six Sigma involves understanding what excellence is to your customer and delivering it consistently over time. ...
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