title: Integrating service excellence in a CHF clinical pathway pilot project.
abstract: The complex dynamics of the current healthcare environment require healthcare delivery systems to become cost effective and quality driven. Educated healthcare consumers expect superior service and timely responses to their needs. For one healthcare system, customer expectations were an integral part of designing, implementing, and measuring the service components of congestive heart failure pathway outcomes. Service excellence can influence overall clinical outcomes when measured by consumer awareness and patient satisfaction. The inclusion of service excellence as an intrinsic piece of the organizational strategic plan laid the groundwork for this integrated pilot project.
authors.affiliation: Inova Health System, Falls Church, VA, USA. joyce.hahn@inova.com
authors.forename: Joyce
authors.initials: J
authors.lastname: Hahn
authors.forename: Geri
authors.initials: G
authors.lastname: Bishop
authors.forename: Lenora
authors.initials: L
authors.lastname: Fennell
mesh_terms: D019091:Critical Pathways; D019033:Delivery of Health Care, Integrated / Q000458:organization & administration* / Q000592:standards; D006333:Heart Failure / Q000628:therapy*; D006801:Humans; D017060:Patient Satisfaction; D010865:Pilot Projects; D017749:Total Quality Management / Q000379:methods*; D014768:Virginia