HBSP (USA)
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Improving the Patient Experience (Spanish version)
Raman, Ananth; Tucker, AnitaCase HBS-615S02Service and Operations ManagementHealthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.Starting at €8.20
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Cleveland Clinic: Improving the Patient Experience
Raman, Ananth; Tucker, AnitaCase HBS-612031-EService and Operations ManagementHealthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.Starting at €8.20
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Patient Flow at Brigham and Women's Hospital (A)
Tucker, Anita; Berry, Jillian A.Case HBS-608171-EService and Operations ManagementBrigham and Women's Hospital challenged a team of physicians to improve patient flow from the Emergency Department to Intensive Care Units (ICUs). One of the team members, Selwyn Rogers, Director of the Surgical Intensive Care Unit (SICU) at Brigham and Women's Hospital, encountered workarounds by two physicians attempting to transfer their patients to the SICU because the other ICUs were full. Reflecting on the wasted effort and confusion caused...Starting at €8.20
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A Cultural Transformation at Southeastern Grocers
Srinivasan, Suraj; Goldberg, Jonah S.; Paul, Joseph A.Case HBS-121049-ELeadership and People ManagementWhen Anthony Hucker, the CEO of Southeastern Grocers (SEG), took over in that role in July 2017, the company was in dire financial and operational condition and was headed towards bankruptcy. SEG, the fifth largest grocery chain in the U.S. in early 2021,Starting at €8.20
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Digging for Gold: Paulson & Co.'s Activism in the Gold Sector
Srinivasan, Suraj; Goldberg, Jonah S.Case HBS-121021-EEconomicsThe case describes the efforts of hedge fund Paulson & Co to influence corporate governance and improve performance in the gold industry. In an innovative move, the hedge fund led the creation of the Shareholder Gold Council, a consortium of large investors in gold companies to push gold mining companies to adopt higher levels of corporate governance. The case describes the motivation and process that led to the creation of the SGC and the initia...Starting at €8.20
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Data Breach at Equifax (Spanish version)
Srinivasan, Suraj; Pitcher, Quinn; Goldberg, Jonah S.Case HBS-120S13StrategyThe case discusses the events leading up to the massive data breach at Equifax, one of the three U.S. credit reporting companies, the organizational and governance issues that contributed to the breach, and the consequences of the breach. The case supplement provides details of how Equifax recovered from the breach and changes the company made. On September 7, 2017, Equifax announced that the personal information of over 140 million consumers had...Starting at €8.20
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Patient Flow at Brigham and Women's Hospital (A) and (B), Teaching Note
Tucker, AnitaTeaching Note HBS-610107-EService and Operations ManagementTeaching Note for 608171 and 608172.Starting at €0.00
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The Cleveland Clinic: Improving the Patient Experience (Abridged)
Raman, Ananth; Tucker, Anita; Gordon, RachelCase HBS-611015-EService and Operations ManagementHealthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered the question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.Starting at €8.20
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Uber in 2017: One Bumpy Ride, Teaching Note
Srinivasan, Suraj; Goldberg, Jonah S.Teaching Note HBS-120020-EAccounting and ControlTeaching note for case 117070.Starting at €0.00
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Patient Flow at Brigham and Women's Hospital (B)
Tucker, Anita; Berry, Jillian A.Case HBS-608172-EService and Operations ManagementThe B Case is an email from the ED Director. He clarifies where the process deviations occurred.Starting at €5.74