Recent changes to health care reimbursements policy mandate hospitals to improve simultaneously on conformance and experiential quality. Conformance quality measures the level of caregivers’ adherence to evidence-based standards of care while experiential quality measures the level of...

This research investigates the effect of process management on clinical and experiential quality. Clinical quality measures hospital’s performance on patient safety, i.e. adherence to standards, while experiential quality relates to patient-centeredness, i.e. responsiveness to the needs and...

Senior manager participation is a key success driver for process improvement programs. To increase their participation, we designed an intervention in which senior managers worked with frontline staff to identify and solve safety-related problems over an 18-month period. On average, the 20...