Healthcare purchasers and payers are demanding that providers demonstrate their ability to provide high quality
patient care at fair prices. Specifically, they are seeking:

Experts on delivering superior customer service suggest that healthcare organizations adopt the following principle/s (Choose three):

One of the difficult things about quality is explaining how _________ is different from a process or system.

Honest criticism is hard to take, particularly from a relative, a friend, an acquaintance, or a stranger. Resistance to
lower-than-expected results is common and reasonable. It is not necessarily a sign of complacency or lack of
commitment to high-quality, patient entered care. Most of the resistance comes in any two forms:

A surgeon's wound infection rate is 32%. Further examination of which of the following data will provide the most useful information in determining the cause of this surgeon's infection rate?