Improving Interactions with Patients in a Dialysis Facility

A Case Study of a Successful Quality Improvement Intervention

by Donna O. Farley, Shelley H. Wiseman, Denise D. Quigley

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This report describes the efforts of one dialysis center to improve customer service and access for its patients with end-stage renal disease. The practice is affiliated with a national, multi-center corporation that specializes in dialysis services, and it functions under policies and standards established by the parent company. It also works closely with the company's regional liaison. All but a small percentage of the center's patients are on in-center hemodialysis, in which they receive four-hour dialysis sessions three days a week.

The research described in this report was prepared for the Agency for Healthcare Research and Quality and conducted by RAND Health.

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