Word: patients
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...patients, this focus on the customer can be refreshing. Duke and its competitors are listening to patients and giving them what they want. WakeMed's new Heart Center includes an attractive built-in hotel that allows families to stay in the hospital while the patient undergoes surgery. Duke has shifted its primary-care physicians out of the main building to satellite locations, since focus groups show that patients want street-level parking when they visit doctors they see regularly...
...insurance companies. But the bottom line for the cord program is not healthy, which means constant battles with Duke's bureaucracy as well. "I'm not fighting for me to take a vacation to China," says Kurtzberg, who puts in 100-hour workweeks. "I'm fighting for the patient. But this administration has gotten much more business oriented...
...hospital, or the University of Pennsylvania, which reported a $40 million deficit this year. Much of the money for the expansion comes from borrowing--$280 million. But Snyderman is convinced that growth will pay off, in no small part by making Duke the hospital of choice for enough patients and doctors that it can obtain more favorable contract terms from HMOs for patient care. "What we need is sufficient market clout that we cannot be rolled over," he says...
...Duke doctors complain that the volume of patients they must see each year has exploded. "Doctors are expected to do patient evaluations in 10 minutes," says a former division chairman at the hospital. "We used to have 30 to 40 minutes." Periodically, harried clinical researchers get profit-and-loss statements that compare the costs of their scientific work with the revenue they generate through patient care...
Shoe was Shah's first patient at Duke's outpatient clinics three years ago, when he was a first-year resident, and the two have established a comfortable rapport. "Oww, that hurts!" she says, wincing as he inserts an otoscope into each nostril. "That hurts? I'm not even touching you," he counters as he peers into her nose. Shah suspects that the bleeds are triggered by her dry nasal cavities and recommends an over-the-counter nasal saline spray, available at any drugstore. He spends a few more minutes chatting with Shoe, then reminds her to return...