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Why Patient Satisfaction Metrics Are Bad for Healthcare
Patient satisfaction metrics are bad for healthcare. There. I said it. I know. It is blasphemy to say something like that in the Lean world. The focus of continuous improvement should be on the customer. The customer tells us if we are doing something right by speaking with their wallets. The wider the wallet opens, the more satisfied the customer is. Sure, there are surveys and awards and reports on patient satisfaction, but those metrics Read more…