Introduction

Quality is a singular word that means many things to many people. In this book, quality will encompass all components of the patient experience, which includes but is not limited to the registration, building cleanliness, wait time, food, health outcome, communication, and care delivery. Additionally, the book will provide background knowledge on lean a problem solving methodology and tools, other helpful resources with real examples of how these tools and methodologies are employed in a quality department and integrated across an enterprise. Ultimately, quality cannot be done in a vacuum. That means that each category, unit, department, and segment of the process flow cannot be divorced from one another. This book will walk through ...

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