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Publications

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  • All HBS Web  (263)
    • Faculty Publications  (8)

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    • All HBS Web  (263)
      • Faculty Publications  (8)

      Patient Satisfaction Remove Patient Satisfaction →

      Page 1 of 8 Results

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      Patient Satisfaction Archives - Managing Health Care Delivery
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys
      → Search All HBS Web
      • Article

      Value of New Performance Information in Healthcare: Evidence from Japan

      By: Susanna Gallani, Takehisa Kajiwara and Ranjani Krishnan
      Mandatory measurement and disclosure of outcome measures are commonly used policy tools in healthcare. The effectiveness of such disclosures relies on the extent to which the new information produced by the mandatory system is internalized by the healthcare...  View Details
      Keywords: Value Of Information; Feedback; Patient Satisfaction; Healthcare; Health Care and Treatment; Satisfaction; Information; Measurement and Metrics; Performance Improvement
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      Gallani, Susanna, Takehisa Kajiwara, and Ranjani Krishnan. "Value of New Performance Information in Healthcare: Evidence from Japan." International Journal of Health Economics and Management 20, no. 4 (December 2020): 319–357.
      • August 2020
      • Article

      Volunteering and Subsequent Health and Well-Being in Older Adults: An Outcome-Wide Longitudinal Approach

      By: Eric Kim, A.V. Whillans, Matt Lee, Ying Chen and Tyler VanderWeele
      Background: Growing evidence documents strong associations between volunteering and favorable health and well-being outcomes. However, epidemiological studies have not evaluated whether changes in volunteering are associated with subsequent health and well-being...  View Details
      Keywords: Volunteering; Prosocial Behavior; Well-being; Behavior; Health; Welfare
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      Kim, Eric, A.V. Whillans, Matt Lee, Ying Chen, and Tyler VanderWeele. "Volunteering and Subsequent Health and Well-Being in Older Adults: An Outcome-Wide Longitudinal Approach." American Journal of Preventive Medicine 59, no. 2 (August 2020): 176–186.
      • November 2019
      • Article

      A Review of Bundled Payments in Total Joint Replacement

      By: Olivia Manickas-Hill, Kevin J. Bozic and Thomas W. Feeley
      The Bundled Payments for Care Improvement (BPCI) initiative, developed by the U.S. Center for Medicare & Medicaid Innovation, aims to reduce health care expenditures while maintaining or improving patient outcomes.
      Several published reports evaluating the impact...  View Details
      Keywords: Bundled Payments; Health Care and Treatment; Cost Management
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      Manickas-Hill, Olivia, Kevin J. Bozic, and Thomas W. Feeley. "A Review of Bundled Payments in Total Joint Replacement." Journal of Bone and Joint Surgery Reviews 7, no. 11 (November 2019).
      • 2019
      • Working Paper

      Biometric Tracking, Healthcare Provision, and Data Quality: Experimental Evidence from Tuberculosis Control

      By: Thomas Bossuroy, Clara Delavallade and Vincent Pons
      Developing countries increasingly use biometric identification technology in hopes of improving the reliability of administrative information and delivering social services more efficiently. This paper exploits the random placement of biometric tracking devices in...  View Details
      Keywords: Biometric Technology; Health Care and Treatment; Technological Innovation; Data and Data Sets; Quality; Performance Improvement; India
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      Bossuroy, Thomas, Clara Delavallade, and Vincent Pons. "Biometric Tracking, Healthcare Provision, and Data Quality: Experimental Evidence from Tuberculosis Control." NBER Working Paper Series, No. 26388, October 2019. (Also Harvard Business School Working Paper, No. 19-077, March 2019.)
      • May 2018
      • Case

      Kaiser Permanente Colorado: Primary Care Plus

      By: Robert S. Kaplan and Mahek A. Shah
      A geriatrician in Kaiser Permanente’s Colorado region is concerned with the high and growing cost of treating the elderly population. She introduces a new care model, Primary Care Plus, using an interdisciplinary team of a primary care doctor, palliative care...  View Details
      Keywords: Primary Health Care; Elderly Patients; Integrated Practice Unit; Interdisciplinary Care; Health Care and Treatment; Age; Cost Management; Performance Improvement; Health Industry; United States; Colorado
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      Kaplan, Robert S., and Mahek A. Shah. "Kaiser Permanente Colorado: Primary Care Plus." Harvard Business School Case 118-053, May 2018.
      • May 2013
      • Article

      Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys

      By: James Merlino and Ananth Raman
      The Cleveland Clinic has long had a reputation for medical excellence. But in 2009 the CEO acknowledged that patients did not think much of their experience there, and he decided to act. Since then the Clinic has leaped to the top tier of patient-satisfaction surveys,...  View Details
      Keywords: Health Care and Treatment; Customer Satisfaction; Health Industry; Cleveland
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      Merlino, James, and Ananth Raman. "Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys." Harvard Business Review 91, no. 5 (May 2013): 108–116.
      • March 2009
      • Case

      Barbara Norris: Leading Change in the General Surgery Unit

      By: Boris Groysberg, Nitin Nohria and Deborah Bell
      Barbara Norris struggles to address the many problems facing her as a recently promoted nurse manager in the General Surgery Unit (GSU) at Eastern Massachusetts University Hospital (EMU). She has inherited a unit with the lowest employee satisfaction scores and highest...  View Details
      Keywords: Employee Relationship Management; Leading Change; Service Delivery; Organizational Change and Adaptation; Organizational Culture; Groups and Teams; Motivation and Incentives; Satisfaction; Health Industry
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      Groysberg, Boris, Nitin Nohria, and Deborah Bell. "Barbara Norris: Leading Change in the General Surgery Unit." Harvard Business School Case 409-090, March 2009.
      • Article

      Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006

      By: Leonard A. Schlesinger, Fred Sanfilippo, Neeli Bendapudi and Anthony Rucci

      Several characteristics of academic health centers have the potential to create high levels of internal conflict and misalignment that can pose significant leadership challenges.

      In September 2000, the positions of Ohio State University (OSU) senior vice...  View Details

      Keywords: Employee Relationship Management; Customer Value and Value Chain; Organizational Structure; Performance Improvement; Customer Satisfaction; Organizational Change and Adaptation; Leading Change; Service Delivery; Satisfaction; Health Care and Treatment; Health Industry; Ohio
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      Schlesinger, Leonard A., Fred Sanfilippo, Neeli Bendapudi, and Anthony Rucci. "Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006." Academic Medicine 83, no. 9 (September 2008).
      • 1

      Are you looking for?

      Patient Satisfaction Archives - Managing Health Care Delivery
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys
      → Search All HBS Web
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