Cover; Half Title; Title Page; Copyright Page; Dedication; Table of Contents; Acknowledgements; Introduction; Why a Creativity/Coaching/Lean-in-Services Workbook; Day 1: The Basics; Lean in Services: No Customer Ever Wants to Hear the Words 'I Can't'; Creativity: You are Creative! (Oh Yes You...

Introduction to the Complexity of Health Care. Health Care Services: Difficult to Define, Difficult to Measure. The Unique Role of the Physician. Patients as Challenging Customers. Measuring Returns from Health Care IT Investments. Increasing Complexity of Medicine. Clinical Data Management and...

part Section I: Pressures for Change -- chapter 1 Access -- chapter 2 Cost -- chapter 3 Quality -- chapter Conclusion to Section I -- chapter Introduction -- chapter 4 Align Incentives via Payment System Design -- chapter 5 Managed Care Organizations, Accountable Care Organizations, and...