Infrastructure & Governance

A comprehensive call center supporting safe, efficient operations during a pandemic

Published August 5, 2020

A comprehensive call center supporting safe, efficient operations during a pandemic

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Infrastructure & Governance

Part of the team: Effecting change and sharing power in healthcare settings

Published April 27, 2023

In 2019, we, as a group of patients and researchers, were invited to rethink how the executive board received and responded to patient stories at a specific NHS hospital trust in the UK. Through an iterative series of meetings, we were able to co-identify common concerns and together develop a distinctive narrative framework for effecting
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Infrastructure & Governance

Service Recovery for All: The In-Patient Setting

Published June 21, 2022

Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals.
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Infrastructure & Governance

When Integration Tightens Too Much: Patient Experience with Physician Communication and Overall Hospital Ratings in U.S. Acute Care Hospitals

Published January 7, 2026

This grant-funded research report from The University of Texas Health Center at Houston offers the first national evidence on how physician–hospital integration models influence patient experience—especially during the COVID-19 pandemic. Analyzing six national datasets from 2019 and 2022, the study finds that tightly integrated models were associated with lower patient ratings and less resilience in
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