Academic journal article Journal of Healthcare Management

Editorial

Academic journal article Journal of Healthcare Management

Editorial

Article excerpt

The concepts of patient satisfaction and patient perceptions of service quality are often viewed as interchangeable by healthcare management scholars and practitioners alike. The relationship between these concepts is a mutually causal one, with patient perceptions of service quality leading to higher levels of patient satisfaction and vice versa (Taylor and Cronin 1994). A lesson from this reciprocal relationship is that instead of single-mindedly perseverating on patient satisfaction scores, we should strengthen our patient-centered cultures by broadening efforts to fully understand and address the antecedents of those scores. This issue of the Journal of Healthcare Management offers much to consider as we think about ways to understand and improve the patient experience.

Alyson Pitman Giles, FACHE, is the 2012 ACHE Gold Medal Award recipient in the category of healthcare delivery organization. In her interview in this issue, Ms. Giles describes her "leading as a mother" style of leadership, explains her motivation for taking the helm of an organization that was destined for the "wrecking ball," and provides some advice to women (and men) for achieving success as an executive.

A requirement of the Affordable Care Act will obligate all 501 (c)(3) hospitals to perform community health needs assessments in order to maintain tax-exempt status. Patient-Centered Care columnist Barbara Cliff, RN, PhD, FACHE, describes how the Planetree Philosophy incorporates hospital community engagement as a key component of its approach. Efficiencies columnists Michelle Johnson and Vin Capasso continue their theme of improving patient flow by illustrating key improvement methodologies that are core to process improvement within an ED. …

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