The Quality Improvement Customers Didn’t Want

Jack Zadow, the consultant, was persuasive. Wrapping up the hour-long presentation, he still seemed as energized as he had in the first five minutes. “Your biggest competitor, HealthCare One, has already begun using a computerized reception system in 14 of its 22 facilities,” he said, pointing to the overhead projection illuminating the darkened conference room. The image was a regional map with red stars on every Health-Care One facility and yellow circles around the ones using the new system. “When their members come in the door, they go right to a computer and slide their identification card through. Then the computer leads them through a set of questions about their current medical condition, the reason for the visit, and so on. Everything is done electronically: The computer pulls the member’s record, processes the new information, and then routes the member to the appropriate staff person for consultation.”