chapter 1 Defining Outpatient Healthcare -- chapter 2 Creating a Structure for Quality and Safety -- chapter 3 Engineering the Customer Connection -- chapter 4 Policies, Procedures, and Plans -- chapter 5 e Human Resource Factor -- chapter 6 Measuring Quality and Safety -- chapter 7 Medication...

Cover -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- Preface -- Acknowledgments -- Author -- 1: Patient Advocate Defined -- 2: Personal Healthcare Portfolio Model Defined -- As a Model -- Data Management Capability -- Introduction to Patient-Centric Health...

chapter 1 Patient Safety -- chapter 2 The Scale of the Problem -- chapter 3 A Culture of Learning -- chapter 4 Systems Approach to Safety -- chapter 5 The Right Culture for Safety -- chapter 6 Learning or Counting from Incidents -- chapter 7 Relegated to the Back Office -- chapter 8 The Impact...

chapter 1 Who Is Responsible for Case Management? -- chapter 2 Financial Incentives -- chapter 3 The Watershed Years of the American Healthcare Delivery System -- chapter 4 Key Obstacles in Reducing Length of Stay -- chapter 5 Opportunities for Eective Use of Post Acute Venues -- chapter 6 Post...

chapter 1 Building the Foundation -- chapter 2 Creating a Culture -- chapter 3 Integrating the Culture. Annual Plan—Health Care Improvement, Risk Management, -- chapter 4 Building the Process -- chapter 5 Leveraging Technology.

chapter 1 The Neglected Frontier of Quality in Today’s Qualitysphere -- chapter 2 Why Customers’ Perception of Quality Is So Important -- chapter 3 Demonstrating the Return on Investment in Customer Perception of Quality -- chapter 4 Garnering Support and Gaining Endorsement -- chapter 5 A...