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HBOK 1-511

Title On the Same Page
Author(s) Jeanne Nickerson Chircop
Source Quality Progress
Topic Organizational Culture

Performance Improvement

Change Management

Abstract The Memorial Hermann Healthcare System in Houston, TX, believes that quality service pays off for everyone. The system first undertook a project to improve patient service in one of its 11 hospitals and, in the process, found a cure for its financial challenges, increasing the return on Medicare service provided by the network by nearly 50 percent. Overwhelmed by the strain of providing uncompensated care to Medicare and uninsured patients, Memorial Hermann faced the challenge of providing quality care while cutting costs wherever possible. A Six Sigma approach started at the top to ensure the right level of care for every patient in the system, ultimately reducing unnecessary procedures and overnight stays for Medicare patients. The hospital system has seen a direct positive impact in areas of testing, supplies, and documentation. These successes have positively influenced patient health and satisfaction and hospital quality ratings and costs, which, in turn have had a positive impact on Medicare reimbursements. A sidebar article describes the Memorial Hermann Healthcare System.
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