Putting It All Out There: How Utah Health System Uses Online Patient Reviews (Gulp) to Get Better — And Why There’s No Need to Fear
When University of Utah Health Care CEO Vivian Lee, M.D., Ph.D., M.B.A., first introduced her plan to make unedited, patient-written physician reviews available online to the public, the idea made many providers squirm. “Why, some asked, would an organization parade its imperfections online? Won’t online reviews distract from the important, hard work of saving lives?” Lee remembered. Such fears were unfounded, Lee writes in a Harvard Business Review piece. In fact, since the launch of “five-star” care, UUHC has seen steady gains in quality metrics and a reduction in costs. Lee outlines how the transparency of reviews lead to better, safer, more cost-effective care, provide the health care system with meaningful information, build trust, and drive continuous improvement. So what’s there to be afraid of?
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A Conversation with Vivian Lee: How the UUHC Chief Became the Leader She is Today
From the daughter of immigrants who hadn’t mastered English to the CEO of a health care system, Vivian Lee, M.D., Ph.D., M.B.A., has developed her own unique, “consultative” leadership style along the way. “Everybody needs to have a chance to express their views, which is why it’s very important to have very diverse perspectives around the table,” Lee told Adam Bryant of The New York Times. “I like to internalize those different views, synthesize them, and then, flavored by my own perspectives, come up with a decision.” In an interview for The Times’ Corner Office, which features conversations about leadership and management, Lee discusses how her parents influenced her leadership style, how her leadership style has evolved, and how she hires. She also offered advice to new college grads: “Just live in the moment. Pour your heart into whatever it is you’re doing and get the most out of that experience.”
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What can other States Learn from Utah about Delivering Great Health Care?
Utah “holds a unique distinction” when it comes to health care, according to a special report by the New England Journal of Medicine. No other state spends less per capita on medical care and few boast healthier populations. The question is, why? Utah’s “clean-living people” and youthful demographics deserve some of the credit, writes journalist Elizabeth Gardner. But so does its high quality, efficient health care system. Even after controlling for Utah’s population, the state’s hospitals have good health outcomes and low costs. Read Full Article