Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction

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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.

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Publication Details

Publication Date: December 1, 2008
Authors: Sharon Silow-Carroll
Citation:

S. Silow-Carroll, Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction, The Commonwealth Fund, December 2008.

Related Topics
Health Care Delivery

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