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  • April 2024
  • Article

Speaking up and Taking Action: Psychological Safety and Joint Problem-solving Orientation in Safety Improvement

By: Hassina Bahadurzada, Michaela J. Kerrissey and Amy C. Edmondson
Healthcare organizations face stubborn challenges in ensuring patient safety and mitigating clinician turnover. This paper aims to advance theory and research on patient safety by elucidating how the role of psychological safety in patient safety can be enhanced with... View Details
Keywords: Healthcare Operations; Psychological Safety; Teams; Retention; Safety; Customer Satisfaction; Organizational Culture; Performance Evaluation; Health Industry
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  • April 2012
  • Article

Addressing the Leadership Gap in Medicine: Residents' Need for Systematic Leadership Development Training

By: Daniel Mark Blumenthal, Kenneth Richard Lee Bernard, Jordan David Bohnen and Richard Bohmer
All clinicians take on leadership responsibilities when delivering care. Evidence suggests that effective clinical leadership yields superior clinical outcomes. However, few residency programs systematically teach all residents how to lead, and many clinicians are... View Details
Keywords: Health Care and Treatment; Service Delivery; Leadership Development; Training; Programs; Practice
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  • February 2000 (Revised April 2001)
  • Case

Boston Medical Group

By: Richard M.J. Bohmer and Bruce L. Hall
Describes the structure of a variable compensation plan for physicians implemented by a Massachusetts medical group practice. Examines issues such as balancing group and individual risk and selection of performance metrics (productivity and patient satisfaction). View Details
Keywords: Customer Satisfaction; Health Care and Treatment; Executive Compensation; Management Practices and Processes; Risk Management; Standards; Risk and Uncertainty; Health Industry
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  • January–February 2024
  • Article

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments

By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
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  • 26 Mar 2019
  • Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health
  • 18 Dec 2012
  • First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational affiliation) and (b) the organization's... View Details
Keywords: Carmen Nobel
  • Research Summary

Overview

The Information Age has introduced well recieved opportunities to track performance. Fitbits and Fuelbands show individuals their own performance; service companies including Uber and leading hospitals help pick from drivers or doctors based on how others rate them;... View Details
Keywords: Management Accounting; Performance Measurement; Incentives; Control; Healthcare Industry; Education; Education Industry; Health Industry; Transportation Industry; Energy Industry; Auto Industry; United States; Japan; India
  • 21 Apr 2009
  • First Look

First Look: April 21, 2009

to deliver patient care. In fact, GSU's patient satisfaction scores, although average, had been declining steadily over the past few years. Barbara has been asked by EMU's... View Details
Keywords: Martha Lagace
  • 13 May 2014
  • First Look

First Look: May 13

services obtained in return, reduces general anti-tax sentiment, and holds satisfaction with tax payment stable despite increased compliance with tax dues. With tax noncompliance costing the U.S. government $385 billion annually,... View Details
Keywords: Sean Silverthorne
  • 21 Aug 2018
  • First Look

New Research and Ideas, August 21, 2018

Proceedings of the National Academy of Sciences of the United States of America Patient–Physician Gender Concordance and Increased Mortality Among Female Heart Attack Patients By: Greenwood, Brad, Seth Carnahan, and Laura Huang... View Details
Keywords: Dina Gerdeman
  • 21 Sep 2022
  • Research & Ideas

You Don’t Have to Quit Your Job to Find More Meaning in Life

overpriced drugs (moral condition) or drove patients into debt by increasing prices (immoral condition). Only 19 percent of participants said Ariana’s life was meaningful when she drove patients into debt by... View Details
Keywords: by Shalene Gupta
  • Web

Systems Integration - Institute For Strategy And Competitiveness

providers and specialists. The ultimate bottom line of a successful regional expansion is that the right care is provided in the right location with the right group of providers. When that happens, value is achieved and patient View Details
  • 03 Apr 2012
  • First Look

First Look: April 3

leadership development programs for residents. The authors first present a definition of clinical leadership and highlight evidence that effective frontline clinical leadership improves both clinical outcomes and satisfaction for View Details
Keywords: Carmen Nobel
  • Web

Providers - Institute For Strategy And Competitiveness

Employers Suppliers Policymakers Providers Providers Every health care provider has the opportunity to dramatically increase value for patients . This means better care for less cost. By focusing on value, providers can increase View Details
  • 30 Jan 2020
  • Research & Ideas

The Upside of Highlighting a Product's Downsides

charity. [related readings] “It’s a way to clearly communicate that ‘We are unique in the space,’” Choi says. “Here’s what we are and here’s what we aren’t.” More traditional organizations have also been opening up. The US Department of Veterans Affairs tells View Details
Keywords: by Danielle Kost
  • Student-Profile

Celia Stafford

how feedback loops can be either reinforcing or balancing. “In a healthcare setting, there is a clear feedback loop between patient and physician satisfaction, which can be either vicious or virtuous,” she explains. “When physicians are... View Details
  • 14 Jul 2006
  • Op-Ed

The Case for Consumer-Driven Medicaid

with both insurers and providers. A recent Blue Cross-Blue Shield survey found that satisfaction levels exceeded those achieved by non-consumer-driven plans, while patients in Switzerland, which has a... View Details
Keywords: by Regina E. Herzlinger
  • Profile

David Gellis

mission'," David says. "I found that the things I liked about journalism and a hunger for the larger issues were all in health care. I could have the satisfaction of making a difference in individual lives while looking at... View Details
  • 09 Jan 2018
  • First Look

First Look at New Research and Ideas, January 9, 2018

October 2017 American Journal of Emergency Medicine Describing Wait Time Bottlenecks for ED Patients Undergoing Head CT By: Rogg, Jonathan G., Robert S. Huckman, Michael Lev, Ali Raja, Yuchiao Chang, and Benjamin White Abstract—Study... View Details
Keywords: Sean Silverthorne
  • 26 Jun 2000
  • Research & Ideas

What’s an Internet Business Model? Ask a Health Care Professional

some eternal issues of patient care: not only good health, but also quality, choice and trust? To consider these questions, the IS2K conference assembled a panel of experts, with HBS Professor Lynda Applegate as moderator, to talk about... View Details
Keywords: by Martha Lagace; Health