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There Is No Such Thing As ‘Improvement in General’

Matching customers’ expectations to their perceptions

Davis Balestracci
Fri, 10/04/2013 - 15:53
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I just got through looking at an expensive 186-page quarterly summary of (alleged) customer satisfaction data for a hospital. My head was spinning by page 28.

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There were lots of bar graphs, “trending,” correlation analysis, and “top box” and percentile rankings on every—and I do mean every—aspect of a patient’s experience, e.g., “Did the TV call button work?” In addition, numbers that were “above average” (> 50th percentile) were blue, and numbers that were “below average” (< 50th percentile) were red.

In my opinion, it was all pretty worthless. I’m not sure how the sample was chosen or if it was the typical “let’s send out a bunch of surveys and analyze what we get back” sample.

Let’s take a step back and reframe customer satisfaction in a more holistic perspective.

 …

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Comments

Submitted by knowwareman on Wed, 10/09/2013 - 11:42

Healthcare Needs to Leap on the Improvement Bandwagon

If $1 trillion of the $2.5 trillion spent on healthcare is for waste and rework...

and a 20% reduction would pay for Obamacare...

and an 80% reduction would eliminate the debt...

we need everyone to stop admiring the problem and start solving it.

Massive progress can be made in 18-24 months with focused improvement.

Healthcare doesn't have to fix everything, just the 4% that's causing 50% of the waste and rework.

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