PubMed · 15104021
Making it work. Process improvement in medical practices.
Abstract
The patient's reaction to an experience in your medical practice can be referred to as a "moment of truth." Orchestrating these moments of truth may require you to change your thinking and behavior. You have to stop thinking about bureaucratic procedures and start focusing on processes that control customer interfaces.
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Karen Rawlings. 2004. Making it work. Process improvement in medical practices.. https://pubmed.ncbi.nlm.nih.gov/15104021/
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