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[caption id="attachment_12537" align="alignright" width="221"] Chart couresty of Kaiser Health News.[/caption] Patient satisfaction survey performance is becoming increasingly important for hospitals, as the ratings are being used by payers in pay-for-performance programs more and more (including the CMS Value Based Purchasing program). CMS also recently released…
I take a deep breath as I get ready to go see Mrs. H. I can predict after sign-out from the ER doc where this is likely to go. Mrs. H. is an 87 year-old woman who comes to the emergency room with weakness. She…
You can recall some of the famous apologies and non-apologies of the recent past. Bill—“Even presidents have private lives.”  Kanye—“It starts with this… I’m sorry, Taylor.”  And in early February, we added this one.  Rich- “We got it wrong. We are sorry.” Now don’t get…
One of my favorite residency attendings recently passed away. A life cut too short. Dr. Leeper, an Emory pulmonologist, was a prime example of the academic triumvirate: an incredible researcher, clinician and educator. Although I spent only a few weeks with him as an intern,…
by Dr. Solomon Liao Students and residents often ask me why I like my job so much and why I always walk around with a smile on my face when I’m on service. I respond that helping to relieve people’s pain is very rewarding. It…
by Vineet Arora MD MAPP, Chris Moriates MD, and Neel Shah MD MPP By now we have heard the stories about unconscionable medical bills causing financial harms for patients. We have read about more Americans than ever before on high-deductible health insurance plans. Some of…
Old myths die hard, and for years as hospitals continue to join forces in the name of efficiency, the refrain cited most often by individuals who steward their systems has not changed:  “do the deal and everybody wins.” Intuitively, when a facility joins a network…
My 85 year old patient was brought in from home.  She was cachectic, contracted, minimally responsive to questions, covered in multiple decubitus ulcers on both hips, both knees, both shoulders, and her sacrum.  She had polymicrobial sepsis-bacteremic with two different organisms. She was, in fact,…
by Dr. Trina Dorrah MD, MPH In Part 1, we discussed the fact that providers are often resistant to change not because they fear change itself, but because they fear loss. In my work as a patient experience physician champion, I am constantly encouraging providers…
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