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The Culture of Customer Satisfaction

Recent trends in the business literature show a significant focus on the mechanics of the culture of organizations. Annual training reinforcing the quality and compliance requirements of organizations is a common end-of-year task. To provide some context for the training, it is important to look at the synergy between the cultures of compliance and quality, and how that synergy supports customer satisfaction.

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Leveraging Customer Feedback to Drive Successful HIT Partnerships

Customer feedback is a critical piece of any commercial relationship, and its impact in health IT can be particularly valuable – but timing is everything. For other industries, feedback customer feedback surveys and Likert scales at the end of a project may be effective means of measuring satisfaction. In healthcare, this type of qualitative feedback is often too little too late.

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Harnessing Early Adopters in Health IT

Part of the thrill of working in health IT comes from bringing something more than just a cool widget to market. As a nurse myself, I want to help fellow clinicians with software that solves problems. And, as part of the development process, we seek to partner with health systems to address their specific challenges.

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The Measurement of Healthcare Quality

What is quality? The dictionary defines quality as “a peculiar and essential characteristic; an inherent feature; or a degree of excellence.” For many charged with leading quality in healthcare, quality is often measured as a success in certification, a successful audit, or decreasing rejections. Instead, quality should be measured by what is experienced directly by the customer,...

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