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A culture of indecision – characterized by inaction and corporate malaise – can be broken if leaders exhibit and encourage decisive dialogue, and infuse it throughout their organization.

Developing policies and procedures alone rarely leads to quality improvement. Attention must be given to issues in both their development and implementation.

Most medical errors are due to defects in the healthcare delivery system and, therefore, can be significantly reduced through system redesign or transformation.

The Agency for Healthcare Quality and Research (AHRQ) has identified 22 patient safety strategies that have sufficient evidence base to be recommended for widespread adoption.

Transparency, a powerful quality improvement tool, is a feature of strong organizational cultures.

The top-performing hospitals in the US are more likely to be headed by a physician than a non-physician.

A nurse committed suicide several months after inadvertently administering an overdose of calcium chloride to a critically ill child.

Every healthcare professional, including healthcare quality professionals, should be well acquainted with the principles of hand hygiene.

Evidence-based medicine and quality improvement offer complementary focus and methods to achieve the best possible patient outcomes.

Healthcare leaders and clinicians will win patient loyalty and create customer evangelists by following some basic customer service principles and taking a long-term view toward customer relationships.