A few years ago, Penn Medicine — the umbrella group that includes the University of Pennsylvania’s Perelman School of Medicine and the University’s Health System — set out to improve its patient satisfaction rates. Like many health care organizations, Penn Medicine’s senior managers and clinicians were typically in charge of thinking up new ideas. But for this particular challenge, a top-down approach wouldn’t work. The hospital needed fresh thinking from the front lines –including doctors, nurses, clerical staff and transporters, who had an intimate understanding of patients’ experiences.

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