Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction
Authors:
Sharon Silow-Carroll, M.B.A., M.S.W.
Contact:
ssilowcarroll@healthmanagement.com
Editor:
Martha Hostetter
Notes:
This case study was originally published on WhyNotTheBest.org, a Commonwealth Fund quality improvement resource.
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Citation
S. Silow-Carroll, Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction, The Commonwealth Fund, December 2008.
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Overview
Duke University Hospital is a 924-bed academic medical center in Durham, North Carolina. 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. Duke University Hospital leaders say that ensuring patient satisfaction requires both organizational and tactical strategies. Particular strategies include: commitment to improving customer service and work culture, and to leadership training; use of a Balanced Scorecard management tool; use of Six Sigma improvement methodology to address underperformance; and recognition of staff members and units demonstrating outstanding customer service.
Citation
S. Silow-Carroll, Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction, The Commonwealth Fund, December 2008.