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Publications » Case Study
Brigham and Women's Hospital: "Moving the Needle" Takes People, Processes, and Leadership
Author(s):
Jennifer Edwards, Dr.P.H.
Contact:
jedwards@healthmanagement.com
Editor(s):
Martha Hostetter
Note(s):
This case study was originally published on WhyNotTheBest.org, a Commonwealth Fund quality improvement resource.
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Citation
J. Edwards, Brigham and Women’s Hospital: "Moving the Needle" Takes People, Processes, and Leadership, The Commonwealth Fund, December 2008
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Overview
Brigham and Women's Hospital is a 777-bed nonprofit, teaching hospital located in Boston, Massachusetts. Scores on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey show that it is a leading hospital nationally on measures of patient satisfaction. Since 2002, the hospital has followed three strategies to improve patient satisfaction: allocating significant new funding for quality measurement and process improvement work, including establishing a Center for Clinical Excellence; developing a management information system for hospital leaders that tracks patient and family experiences, along with other hospital performance indicators; and seeking to enhance patients' experiences by working with frontline staff, including implementing new recruitment, training, management, and improvement strategies.
Citation
J. Edwards, Brigham and Women’s Hospital: "Moving the Needle" Takes People, Processes, and Leadership, The Commonwealth Fund, December 2008