HealthLeaders Media Corner Office - May 28, 2010 | Don't Cut Here! Lower Inpatient Satisfaction Scores an Ominous Sign View as a Webpage | Subscribe for Free
Don't Cut Here! Lower Inpatient Satisfaction Scores an Ominous Sign
Philip Betbeze, Senior Editor-Leadership

According to the American Consumer Satisfaction Index, which measures consumer satisfaction for 10 economic sectors, while many other economic sectors have improved their customer satisfaction rates, hospitals were not among them. It's not unusual for customer satisfaction to drop in a recession, but this data point should be a warning sign to senior leaders in healthcare. Why? Because patients are getting wiser toward customer service, and so should you.
[Read More]
  May 28, 2010

Editor's Picks
Revolving Door Of Readmissions and ED Visits More Extensive and Expensive
My colleague Cheryl Clark reports that a new database covering hospitals in 12 states shows the problem of readmissions and use of emergency room resources is more problematic than originally thought, according to a report from the Agency for Healthcare Research and Quality. About four in 10 patients who sought acute care between 2006 and 2007 made multiple visits to the hospital either for an inpatient stay, or an emergency visit, or both. That poses big problems for Medicare, which hopes to introduce as-yet unclear penalties for hospitals in the future that readmit patients for treatment of the same condition within a certain time period. Thirty days has been the much-discussed time limit on readmissions. [Read More]
States Will Pay Little for Reform's Medicaid Expansion
Although most of the coverage expansion under the Patient Protection and Affordability Act will come from adding to the Medicaid rolls, state governments will not have to spend much more on the program thanks to funding from the federal government, according to analysis from the Urban Institute for the Kaiser Commission on Medicaid and the Uninsured. [Read More]
Surveyed Employers Say They Expect Costs to Increase with Reform
While U.S. employers may view controlling costs as a healthcare reform priority, only a few of those surveyed this month by Towers Watson, a professional services company, said they believed that reform would slow the tide of rising costs. However, despite these anticipated increases, nearly three fourths of large employers (74%) expect to continue to subsidize healthcare coverage for their active employees. [Read More]
This Week's Headlines
If Massachusetts is a Bellwether, Insurers May Soon Cut Payments
Elyas Bakhtiari, for HealthLeaders Media - May 26, 2010
Hospital Volumes Fall in April, Soft Q2 Forecasted
John Commins, for HealthLeaders Media - May 26, 2010
Healthcare Organizations Stay Competitive with Branded Mobile Sites
Marianne Aiello, for HealthLeaders Media - May 26, 2010
Sibley Memorial to enter negotiations with Johns Hopkins Medicine to integrate
Washington Post - May 28, 2010
Strategies shared to reduce hospital readmissions in Pennsylvania
Philadelphia Inquirer - May 27, 2010
Mailing of brochure touting healthcare law irks GOP lawmakers, who ask GAO to investigate
Washington Post - May 27, 2010
NW Indiana hospital lays off 75 workers
AP/Chicago Tribune - May 27, 2010
Healthcare Budgets for Pay Increases Continue Dip in 2010
John Commins, for HealthLeaders Media - May 26, 2010

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Plan, Align, Deploy and Execute: Bring Your Strategy to Life: In a robust healthcare system, strategy is executed from the ranks. Employees must understand what the corporate strategy is, why it is important, what their role is within it and how to make decisions in everyday activities that breathe life into the strategy. In other words: they need to know how to execute the strategy. But explaining a strategy is not easy. In part 2 of her two-part guest column, Gabrielle DeTora explains the structures needed to translate effective strategic imperatives to the rank-and-file. [Read More]
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