A key driver of Emergency Department dissatisfaction at the Charleston Area Medical Centre (CAMC), a US hospital system and winner of the 2015 Baldrige National Quality Award, was wait times based on an analysis of quantitative and qualitative data. Ongoing efforts to improve operational effectiveness resulted in improved perceptions of wait times. Against the Baldrige…

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value

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