Our case study is set at a medium size regional hospital, working to develop strong credentials from a variety of agencies like Agency for Healthcare Research and Quality (AHRQ). Over time hospital leadership had sought to improve patient experience scores and had tried a number of efforts, typically in specific, siloed operational departments. Few of these efforts brought significant improvement, which, over time, was becoming a challenge for the organization.
0:42 Today’s Episode
1:20 Definition: HRO
2:25 Case Study Intro
2:48 Part I: Accepting a Simple Cause
4:08 Part II: The Review
8:17 Part III: Weak Signals
11:07 Part IV: Lessons Learned