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President Obama signing the Affordable Care Act

Clinical quality is obviously extremely important to a hospitalized patient, however there are many clinical specific quality indicators that are difficult for them to understand. Clinical quality is often measured in terms of outcomes, but these metrics do not reflect the actual patient experience while in the hospital. There is a prominent opinion by those focused on the clinical aspects of healthcare that believes “We are here to save their behinds, not kiss them”. Although patients are concerned about clinical quality, they are equally concerned about the more personal aspects relating to their care, therefore a clearer defini...

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Lyndon Johnson signing Social Security Act to create Medicare program in 1965

The Patient Customer

Disruption, the phrase we hear so much in today’s business world has clearly sets its sights on the healthcare industry. No matter what side of the fence you stand regarding the Affordable Care Act (ACA) there is no doubt it has placed the proverbial wrench in the gears of a machine that shepherds the health of our citizens and is responsible for nearly 18 percent of our gross domestic product. It was in 1965 when president Lyndon B. Johnson signed the Title XVIII Amendment to the 1933 Social Security Act, creating Medicare program that over the years has manifested into what we have today...

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