Positive Deviance Theory: Leveraging Compliments Data to Guide Strategic Planning for Patient Experience Improvement in a Large Rural Health Care System
The results align with previously reported work by the Beryl Institute and CMS 5-star rating on key drivers of patient experience. This approach provides a method by which exemplars can be identified within health systems, and that information is used to guide improvement and organizational planning.
Authors
- Jabeen Ahmad
- Brant J. Oliver (ORCID: https://orcid.org/0000-0002-7399-622X)
- Kolu S Baysah Clark (ORCID: https://orcid.org/0000-0003-2477-9365)
- Nivethitha Manohar
Institutions
- Texas Tech University (US)
- Dartmouth Institute for Health Policy and Clinical Practice (US)
- Memorial Medical Center (US)
- UMass Memorial Medical Center (US)
- Dartmouth Health (US)
- Texas Tech University Health Sciences Center (US)
Publication Details
- Journal
- The Permanente Journal
- Published
- 2024-09-09
- DOI
- https://doi.org/10.7812/tpp/24.008
- Primary Topic
- Patient Satisfaction in Healthcare
- Type
- article
- Field-Weighted Citation Impact
- 0.00