Analyzing Low Patient Satisfaction at Herzog Memorial Hospital Harvard Case Solution & Analysis

With patient satisfaction Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing an issue in late 2012. Over the precedent six months Jeri Tinsley, the director of medical, surgical and intensive care amenities, had carried out numerous alterations to attempt to improve the patient satisfaction scores for her 32-bed unit, but the scores looked stuck at an inappropriately low level. Tinsley apprehensive that if upgrading was not made quickly, patients would begin "voting with their feet" and take their trade to competing hospitals. As a recorded nurse, Tinsley's expertise was serving individuals fix; it was not analyzing data. In particular, the patient opinions included in the surveys overwhelmed her; she could not decide which issues to address and had no clue the best way to examine them.

PUBLICATION DATE: February 13, 2013 PRODUCT #: KEL740-HCB-ENG

This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE

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