(ACSI: Ann Arbor, MI) -- Steady or improving customer satisfaction with several types of financial services is not enough to overcome the customer satisfaction challenges of the health insurance industry, according to a recent report released by the American Customer Satisfaction Index (ACSI).

U.S. health care organizations, from multihospital systems to rural community health centers, are gearing up for the challenge of their times: the effect of health care reform on how they care for patients and how they run their operations.

(Harvard Medical School: Boston) -- Researchers at Harvard Medical School (HMA) and Massachusetts General Hospital have found wide disparities among four common measures of hospitalwide mortality rates, with competing methods yielding both higher and lower-than-expected rates for the same Massach

Most Massachusetts physician groups are using results from a statewide patient survey to help improve patient experiences, but a significant number are not making use of the information or are making relatively limited efforts, according to a new RAND Corp. study.

(CRC Press: Boca Raton, FL) -- From newborns switched in the nursery to medication mix-ups and hospital-acquired infections, we are all familiar with the hor

(Institute for Healthcare Improvement: Cambridge, MA) -- During Dec.

(CRC Press: Boca Raton, FL) -- In the book Leading the Lean Healthcare Journey: Driving Culture Cha

(Productivity Press: Boca Raton, FL) -- What does the production line at a car manufacturer have to do with a doctor scrubbing in for brain surgery?

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The term “never events” refers to particularly shocking medical errors that should never occur (e.g., wrong-site, wrong-patient, wrong-procedure surgeries).