What is “Service” in Health Care?
Whether it means patients’ “experience”, patients’ “satisfaction” or “patient-centered”, service reflects the patients’ perspective.
Most Recent
Exceptional Patient Experience: An Ideal Worth Striving For
Director of Patient Experience Mari Ransco and Chief Medical Officer of Ambulatory Health Richard Orlandi give a primer on the future of exceptional patient experience at University of Utah Health.
How the Cardiovascular Center is Implementing Patient Reported Outcomes
mEVAL is the system U of U Health uses to collect patient-reported outcomes (PROs). Of course, it’s what we do with the data that matters. mEVAL analytics team lead Josh Biber and cardiologist Josef Stehlik share how measuring PROs in the Cardiovascular Center is changing the ways clinicians treat and care for patients.
Do Discharge Prescriptions Correlate with Patient Needs?
General Surgery resident Josh Bleicher spent a year exploring opioid prescribing patterns in patients discharged after elective surgery. What did he find? We need a more patient-centered approach to opioid prescribing.
To Improve, Be Patient and "Care a Whole Awful Lot"
General Surgery resident Riann Robbins is on a journey to reduce unnecessary tests. She recently shared her team's work to tackle ABG testing in critical care at the annual Department of Surgery Value Symposium. What did she learn? Be patient and persistent. As Seuss said, “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.”
Lean Behind the Scenes: Vargo's Visual Cues
Visual cues in the workflow reduce cognitive load and help process stakeholders make the right decision. Steve Johnson interviews Dan Vargo in this Lean Behind the Scenes exclusive.
Better for Patients = Better for Providers
When health care is designed around patient needs, it doesn't just benefit the patient — it can also help providers find fulfillment in their work. But what does that look like in practice? Physician Joy English opened the Orthopaedic Injury Clinic, an innovative service that delivers better value to patients. Her success is a case study in how to achieve both provider and patient happiness.
Systems Approach to Error
Medical errors often occur due to system failure, not human failure. Hospitalist Kencee Graves helps explain why we need to evaluate medical error from a system standpoint.
How Testing Standardization Reduced Charges for Solid Organ Transplant Patients
Improvement work isn’t easy, especially when it attempts to address rising health care costs. Solid organ transplant coordinator Sharon Ugolini and her team led award-winning work implementing new protocols for common tests. That led to more than just reduced patient charges, though — ordering appropriate tests increases value and quality, as well.
The Hard Work of Health Care Certainty
University of Utah Health’s success is driven by teams doing the right work for our patients — and sharing that work across the system. Chief Medical Quality Officer Bob Pendleton reflects on the universal importance of continuous improvement while looking at health care through the eyes of a patient.
How Burn Clinic Implemented Patient Reported Outcomes
Including patients in treatment planning improves their experience, and patient reported outcomes (PROs) offer new ways to do just that — talking with patients about how treatment impacts their daily life. Clinical Nurse Coordinator Lisa McMurtrey shares the Burn Clinic team’s award-winning work implementing PROs during patient visits without disrupting flow.
Spend Time Thinking Slow
Kyle Bradford Jones is back, this time with a deep dive into decision-making. Jones uses psychology to explain why it takes so long to adopt new evidence into our clinical practice and argues that we need to actively schedule time together in order to reflect.
