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| Introduction | |
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| Preface | |
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| Acknowledgments | |
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| Setting the Context | |
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| A Brief Review of Health Care Reform | |
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| The Growing Concern Over Service | |
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| Defining Continuous Quality Improvement (CQI) | |
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| Notes | |
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| Measuring the Voice of the Customer | |
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| It All Starts with Listening | |
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| Creating a Service Excellence Culture | |
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| Who Are Your Customers? | |
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| Defining Key Quality Characteristics | |
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| Listening Three Times | |
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| Understanding the Tools | |
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| Combining VOC Data with the VOP | |
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| Notes | |
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| Indicator Selection and Development | |
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| Measurement Roadblocks | |
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| The Quality Measurement Roadmap | |
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| Types of Indicators | |
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| Selecting a Specific Indicator | |
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| Developing Operational Definitions | |
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| Developing Data Collection Plans | |
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| The Indicator Development Form | |
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| Case Study: Transcription Turnaround Time | |
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| Notes | |
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| Organizing Indicators Into Strategic Dashboards | |
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| Evolution of the Strategic Dashboard | |
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| Focusing on the Vital Few | |
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| The Role of Benchmarking | |
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| A Comment on the "New" Business Management Strategies | |
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| Notes | |
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| Tapping the Knowledge That Hides In Data | |
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| Data versus Information | |
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| Research for Efficacy | |
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| Research for Effectiveness and Efficiency | |
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| The Debate is Silly | |
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| Static versus Dynamic Approaches to Data Analysis | |
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| Case Study: The Monday Morning Dilemma | |
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| Notes | |
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| Overcoming Numerical Illiteracy | |
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| Understanding Variation | |
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| Distinguishing Common from Special Causes of Variation | |
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| Using SPC Methods | |
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| Making the Appropriate Management Decisions | |
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| Notes | |
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| Applying Quality Measurement Principles | |
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| Predicting a Cardiovascular Event | |
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| Sampling Central Line Infections | |
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| Sampling Medicare Insurance Audits | |
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| Tracking Patient Falls | |
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| Pressure Ulcer Prevention | |
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| Evaluating Staffing Effectiveness | |
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| To Flash or Not to Flash--That Is the Question? | |
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| Clarifying the Operational Definition of Readmission | |
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| Managing a Breast Cancer Patient's Coumadin Levels | |
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| Group B Streptococcus in Pregnant Women | |
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| Emergency Department Fast Track | |
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| Tracking Patient Complaints | |
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| Reducing Ventilator-Associated Pneumonia | |
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| Pain Management for Hip and Knee Replacement Patients | |
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| Notes | |
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| Connecting the Dots | |
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| Understanding the Dots | |
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| Personal Transformation | |
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| Organizational Transformation | |
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| Societal Transformation | |
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| Notes | |
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| Index | |