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Episode Info

Episode Info:

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

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