Two outpatient (OP) service excellence measures at St David’s Healthcare (SDH), a US hospital system and winner of the 2014 Baldrige National Quality Award, were the percent of discharge phone calls made to patients before the patient visit and immediately after their visit. Against the Pre-Call target of 80% SDH achieved 78% in 2010, 80%…

BPIR Categories

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

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