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A cultural change model for achieving excellence in the five pillars of service, people, quality, growth, and financial performance through balanced scorecard, customer service interventions, accountability interventions, and emphasis on measurement of satisfaction for all stakeholders.
This case study describes the key principles and administrative structure used by Delnor-Community Hospital to:
• Transform its organizational culture
• Improve internal and external customer service
• Achieve growth in patient volumes and operating margins
• Enhance the quality of patient care