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Healthcare Overhaul Leads Hospitals to Focus on Patient Satisfaction
Under healthcare overhaul, federal payments to hospitals are tied to patient satisfaction. Customer service efforts are underway.
For years, the check-in process in the urgent care center of this city's large, downtown hospital was reminiscent of a visit to the DMV. The ailing and sick walked in, pulled a number, took a seat and waited to be called. Many grew impatient and exasperated.
Now, patients at San Francisco General Hospital are greeted by a smiling face and a helping hand to guide them along the path to getting care. It's one of a series of customer-friendly touches being added at the 156-year-old institution by a newly named “chief patient experience officer.”
“Saying ‘number 32' versus ‘Mr. Jones' is dramatically different,” said Baljeet Sangha, who holds the new position. “We have to remind ourselves these are people.”
Under the national healthcare overhaul, patient experiences matter. Federal payments are being tied to surveys that gauge patient attitudes about such things as a hospital's noise and cleanliness, communication and pain management.
Read the full story here: http://lat.ms/12H7N53
Source: Los Angeles Times
Opportunities and Obstacles Associated With the Medicare Diabetes Prevention Program
October 3rd 2025This study describes the current opportunities and obstacles associated with Medicare Diabetes Prevention Program implementation from the novel perspective of program suppliers across the US.
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AI in Health Care: Balancing Governance, Innovation, and Trust
September 2nd 2025In this conversation with Reuben Daniel, associate vice president of artificial intelligence at UPMC Health Plan, we dive into how UPMC Health Plan builds trust with providers and members, discuss challenges of scaling AI effectively, and hear about concrete examples of AI's positive impact.
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Infertility Coverage Boosts ART Use and Pregnancy Success: Richard A. Brook, MS, MBA
August 26th 2025In this episode, Richard A. Brook, MS, MBA, discusses his study showing that infertility treatment coverage increases assisted reproductive technology (ART) use and improves pregnancy outcomes.
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