The Official Journal of the
National Association for Healthcare Quality

Guest Editorial: Crystal Ball Gazing - Continuum-Based Metrics
Joann Genovich-Richards

The Rise and Fall of One Unit’s Patient Satisfaction Scores Elliot Kushell, Norene Bowers, Treena L. Gillespie

Abstract: A hospital succeeded in improving patient satisfaction by employing a parallel learning structure that promoted innovation and employee involvement. The reasons that gains in patient satisfaction and quality were not sustained are analyzed, and change management theory is used to explain what healthcare managers can do to prevent such capitulation.

Assumed Equity: Early Observations from the First Hospital Disparities Collaborative Bruce Siegel, Jennifer Bretsch, Vickie Sears, Marsha Regenstein, Marcia Wilson

Abstract: This article describes early findings from the planning phase of the first hospital-based disparities collaborative, along with changes in policy and practice that may speed hospitals in placing disparities and equity on their quality agendas.

Evaluating Follow-Up of Positive Fecal Occult Blood Test Results: Lessons Learned
Z. John Chen, Diane Kammer, John H. Bond, Samuel B. Ho

Abstract: This study assessed the effectiveness of a follow-up system for positive fecal occult blood test (FOBT) results in a single tertiary care hospital.

Reviewing the Application of the Balanced Scorecard with Implications for Low-Income Health Settings
Fauziah Rabbani, S. M. Wasim Jafri, Farhat Abbas, Gregory Pappas, Mats Brommels, Goran Tomson

Abstract: Despite contextual challenges, pilot testing of balanced scorecard use can be undertaken in selected low-income countries, but committed leadership, cultural readiness, quality information systems, viable strategic plans, and optimum resources are required.

Interview with a Quality Leader: Brent James on Reducing Harm to Patients and Improving Quality
Susan V. White

Abstract: Brent James, MD, is executive director of the Intermountain Healthcare Institute for Health Care Delivery Research, Salt Lake City, UT, and a national leader in applying quality management principles to reduce costs by improving healthcare delivery.

Interview with a Quality Leader: Wilbert H. Mason on Pediatric Healthcare Quality
Cherrie M. Routon, Christy L. Beaudin

Abstract: Wilbert H. Mason, MD MPH, is professor of clinical pediatrics at the Keck School of Medicine of the University of Southern California and a member of the research faculty of the Saban Research Institute of Childrens Hospital Los Angeles.

Sustaining Improvement in Surgical Infection Prevention Measures for Hysterectomy
Denise Henry, Fatima R. Muriel, Priya Hirway

Abstract: Studies have shown that administering prophylactic antibiotics within 60 minutes of a surgical incision decreases the chance of postoperative infection. The Plan-Do-Study-Act cycle was used to improve performance in this area at a large women’s hospital.

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