Patient satisfaction and high-reliability organizations: what's the connection?
So how do we get there? Wagner and Harter (2006) report that it is apparent that managers who can make all of this happen view their work beyond profitability. Their motivation is created from deeply held beliefs about the solemn responsibility of management for those around them. When we view the patient satisfaction scores on the public ally reported Web sites, we will have a clear view into how the organization has eliminated negative variability and has also managed to engage the hearts and minds of their employees and their patients.
Kerfoot
Karlene
K
Aurora Health Care System, Milwaukee, WI, USA. kerfoot@aurora.org
D006801:Humans; D017060:Patient Satisfaction; D011787:Quality of Health Care; D014481:United States