Consumer Reports and Health Improvement Institute have launched a beta site for comparing consumer health websites: healthratings.org

Two things I find particularly impressive:
(1) The site provides strengths AND weaknesses for each site. For example, for WebMD, weaknesses mentioned include: "busy with distracting advertising; poor visual representation of pages."
(2) The site attempts to objective rank each website along 9 dimensions (e.g.identity, ease of use, design, coverage, etc). Maybe I'm just a sucker for harvey ball graphics.

By the way, the only hospital to make the top 20 is Mayo Clinic.

Is there a day coming when such a site would exist for hospital websites?

Book Review: Healing Words by Dr. Michael Woods
(4 of out 5)
An impassioned and thoughtful plea from a doctor to doctors to say "I'm Sorry"

Given all that has been recently reported on physicians saying "I'm sorry," this short, straightforward book couldn't have come at a better time. Dr. Michael Woods has written a practical, motivational book directed at physicians on the why's, how's, and what's of apologizing to patients. Drawing from personal experience, stories from other doctors, examples from other industries, and research data, Dr. Woods does not hold back in making an impassioned plea for physicians to master this tricky part of the patient-doctor relationship.

At ~82 pages, you can probably read this book in one or two sittings (In fact, I read most of it in the waiting room as I waited to see my doctor. Luckily he didn't have to apologize for anything that day). Dr. Woods moves quickly from topic to topic, breaking down just about every psychological, cultural, and emotional aspect of "I'm sorry" - why it's so difficult for physicians in particular to apologize, what a meaningful apology entails, what the patient is thinking/feeling in apology-worthy situations, how to build more authentic relationships with patients, and even what exact words you could say in difficult situations. He even advises to apologize for: "(1) being late for a scheduled appointment; (2) receiving a patient complaint about poor service from hospital or office staff; and (3) Interrupting a patient who is speaking - even if you must take an emergency call."

Overall, doctors should apologize appropriately (and probably more often)- it's the right thing to do, it's the compassionate thing to do, and if that's not enough, it might even prevent some lawsuits.

Definitely this is a book written by a doctor for doctors. For the admin readers, something to read and then pass along to your clinical leadership (and risk management dept).

I'm just sorry that I didn't read this book sooner.

As a continuation to a previous series on community benefit, I thought this was a very thoughtful piece from an unique Chicago-based organization.

The Metropolitan Chicago Healthcare Council put together this very well-done economic impact report (pdf highlights or pdf full report) of Chicago hospitals on the community. Among the highlights:
- 400,000 primary and 2ndary jobs
- $23.7B in personal income for residents
- Better (and more sustainable) jobs with an average salary of $63k (~$20k more that region's average)
- $1.8B in capital spending, creating significant construction employment
- ~3,000 new hospital jobs per year through 2020.
- Every $1 in hospital wages creates $1.42 in non-hospital wages
- Every 1 hospital job creates 1.54 non-hospital jobs.

Book Review: Hardwiring Excellence by Quint Studer(5 out of 5)
Clear, Inspirational, and Thought-Provoking

Quint Studer ain't your ordinary hospital consultant. In fact, he probably wouldn't call himself a consultant at all; he's a "Fire Starter" and a "Coach." From a high school GPA of 1.3 to Special Ed teacher to hospital President to Founder of the Studer Group, this man has a genuine passion to make a difference in healthcare and on society. In his first COO role at Holy Cross Hospital, he took his hospital's patient sat scores from 5% to 94% in one year. At his first Administrator position in Baptist Hospital, he decreased employee turnover from 30% to 12% and also founded the Baptist Leadership Institute. It's hard to argue with results like that.

The basis of his book and his work is this flywheel:

which is essentially a much more thoughtful way of saying "success breeds success." Start with passion - a passion for what you do, a passion for making people's lives better (lots of folks take this step for granted). Then implement their 9 principles (the book dedicates one chapter for each principle). And these principles lead to results in the most important areas - the pillars: people, service, quality, finance, and growth (can anyone say "balanced scorecard?"). This in turn leads to more passion, and momentum starts kickin' in. And all of this is founded on the fact that when people are given a worthwhile purpose, watch out what they can do.

In my view, this book is well-balanced between motivation and practical to-do's. In fact, I think the magic of this book is how well Quint covers both issues: the heart (the emotions/psychology, human nature) and the mind (hard-nosed focus on hard-core results). I think most hospital leaders could pick up this book and actually put some or all of the principles into practice, even in difficult working environments. And that is exactly Quint's intent.