On July 21, 2022, the Centers for Medicare & Medicaid Services (“CMS”) released its first-ever nationally standardized Home- and Community-Based Services (“HCBS”) quality measure set to encourage ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

As someone who leads an integrated health care delivery system, this is a question I frequently find myself asking. The obvious answer, of course, is to develop measurements based on treatment ...

We rate Uber drivers, restaurants, Amazon delivery, and much more, but when it comes to our own health experience, we often have little to no data. That’s especially scary because the business model ...

To improve performance, healthcare leaders need to understand the strengths and weaknesses of performance measures, according to a Robert Wood Johnson Foundation-funded report from the Urban Institute ...

Less than 2 decades after publication of the National Academy of Medicine's (formerly the Institute of Medicine) Crossing the Quality Chasm: A New Health System for the 21st Century, quality ...