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U.S. Hospitals Lag in Patient Satisfaction
Date:10/29/2008

flawed," Conway said. "Anecdotally, we are hearing lots of cases from patients and their families, where they didn't believe that staff was available to give them the care they need when they need it."

Hospitals need to put patients first, Conway said. "Governing boards and leaders have to say that, 'In this hospital, nothing is more important than the patient,' " he said. "If there is not that clarity of purpose, great results will not be achieved."

In addition, Conway believes patients need to play an active role in their care. "If a patient is satisfied with their care, there is a very strong likelihood that the patient is going to be actively managing their care," he said.

More information

For more on hospital quality, visit the U.S. Department of Health & Human Services.



SOURCES: Ashish K. Jha, M.D., M.P.H., assistant professor, health policy, Harvard School of Public Health, Boston; Jim Conway, senior vice president, Institute for Healthcare Improvement, Boston; Steffie Woolhandler, M.D., M.P.H., associate professor, medicine, Harvard Medical School, Boston, and co-founder, Physicians for a National Health Program; Oct. 30, 2008, New England Journal of Medicine


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