Driving positive change: what can we learn from compliment letters?

Patient perceptions of care have been recognized as a key component of healthcare quality for over 30 years.1 Patient satisfaction began being reported at the hospital level in the US in 2007.2 However, despite recent institutional and governmental emphasis on satisfaction measures, studies have not shown consistent ways in which using these results can drive […]

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Advanced analytics in healthcare: ready for primetime?

After Michael Lewis’s 2003 book Moneyball revealed that statistical analysis seemed to offer an edge to baseball’s Oakland Athletics, reformers in many other fields tried to emulate the team’s success. There was ‘moneyball for government,’ ‘moneyball for education,’ ‘moneyball for policing’ – initiatives founded on the idea that the introduction of data analysis might upend […]

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