It’s clear that fee-for-service health care isn't working—so what alternative payment model does?

Publishing patient comments on our website was and is more than a marketing or improvement strategy. It is about our system’s relationship with patients.

The American health care system currently faces changes that will require rearranging, if not dismantling, long-held care delivery processes. We see three concurrent forces disrupting traditional care delivery.

What makes an expert? Best-selling author Malcolm Gladwell gave 10,000 hours as a threshold for expertise. While our University Hospital Customer Service Team isn’t at 10,000 hours, they addressed nearly 2,000 patient concerns this past year. When asked how they do it, Program Assistant Michael Bown offers these top five tools to successfully navigate a phone complaint.

For years, the Exceptional Value Annual Report documented the performance of the organization on all 45 of the key initiatives identified in the Operational Plan.

Utah “holds a unique distinction” when it comes to health care, according to a special report by the New England Journal of Medicine.

Health care organizations and providers have some understanding what they charge for care. But nationally, providers have a “complete lack of understanding” about the costs of health care, according to Michael Porter, Ph.D., and Robert Kaplan, Ph.D., ("The Big Idea: How to Solve the Cost Crisis in Health Care").

Health care is made up of people — creative, passionate people with big ideas who are often too busy to learn from one another.

Where community health meets health care delivery innovation.

Waiting is such a firmly entrenched feature of healthcare that it is often taken as a given and not recognized for the disrespect it conveys.

Practicing are recorded conversations with a colleague that are shared with the organization. They are conversations between real team members about why the work matters.

Teaming is all about fostering a healthy working culture. It takes time and effort, but there are helpful practices to build strong, high-functioning teams.