Part 1. Learning from High-Performing Front-Line Clinical Units
Part 2. Creating a Rich Information Environment
Part 3. Planning Patient-Centered Services
Part 4. Planning Patient-Centered Care
Part 5. How Leaders Are Leading
Part 6. Designing Patient Safety into the Microsystem
Part 7. The Microsystem as a Platform for Merging Strategic Planning and Operations
Part 8. Developing People and Improving Work Life: What Front-Line Staff Told Us
Part 9. Developing Small Clinical Units to Attain Peak Performance

Assessing Your Practice, "The Green Book"

Articles About the Workforce Engage Experience

Literature Regarding Methodology

Gustafson DH, Arora NK, Nelson EC, et al: Increasing Understanding of Patient Needs During and After Hospitalization. Journal on Quality Improvement, 27:(2)81-92, February 2001.

Connor JM, Nelson EC: Neonatal Intensive Care: Satisfaction Measured From a Parent's Perspective. Evidence-Based Quality Improvement in Neonatal and Prenatal Medicine, 103(1):336-349, January 1999.

Laine C, Davidoff F, Lewis CE, Nelson EC, et al.: Important Elements of Outpatient Care: A Comparison of Patients' and Physicians' Opinions. Annals of Internal Medicine, 125(8)640-645.

Epstein KR, Laine C, Farber NJ, Nelson EC, Davidoff F: Patients' Perceptions of Office Medical Practice: Judging Quality through the Patients' Eyes. American Journal of Medical Quality, 11(2):73-80, Summer 1996.

Nelson EC, Mohr JJ, Batalden PB, Plume SK: Improving Health Care, Part 1: The Clinical Value Compass. The Joint Commission Journal on Quality Improvement, 22(4):243-258, April 1996.

Nelson EC, Wasson JH: Using Patient-Based Information to Rapidly Redesign Care. Healthcare Forum Journal, 37(4):25-29, July/August 1994.

Hays RD, Nelson EC, Larson CO, Batalden PB: Short-Form Measures of Physician and Employee Judgments About Hospital Quality. The Joint Commission Journal on Quality Improvement, 20(2):66-77, February 1994.

Nelson EC, Batalden PB: Patient-Based Quality Measurement Systems. Quality Management in Health Care, 2(1):18-30, Fall 1993.

Nelson EC, Larson CO: Patients' Good and Bad Surprises: How Do They Relate to Overall Patient Satisfaction? Quality Review Bulletin, 19(3):89-94, March 1993.

Nelson EC, Rust RT, Zahorik A, Rose RL, Batalden PB, Siemanski BA: Do Patient Perceptions of Quality Relate to Hospital Financial Performance? Journal of Health Care Marketing, 12(4):6-13, December 1992.

Nelson EC, Larson CO, Hays RD, Nelson SA, Ward D, Batalden PB: The Physician and Employee Judgment System: Reliability and Validity of a Hospital Quality Measurement Method. Quality Review Bulletin, 18(9):284-292, September 1992.

Nelson EC, Larson CO, Davies AR, Gustafson DH, Ferreira PL, Ware JE: The Patient Comment Card: A System to Gather Customer Feedback. Quality Review Bulletin, 17(9):278-286, September 1991.

Hays RD, Larson CO, Nelson EC, Batalden PB: Hospital Quality Trends: A Short-Form Patient-Based Measure. Medical Care, 29(7):661-668, July 1991.

Batalden PB, Nelson EC: Hospital Quality: Patient, Physician and Employee Judgments. International Journal of Health Care Quality Assurance, 3(4):7-17, November 1990.

Nelson EC, Ware JE, Batalden PB: Pilot Study Methods: Design of Study. Medical Care (supplement), Meterko M., Nelson EC, Rubin H (eds.): Philadelphia, Pennsylvania: J.B. Lippincott Company, September 1990.

Nelson EC, Rose RL, Batalden PB: Physicians Judgments of Quality: How Do They Fit into Organization-Wide Quality Improvement. The Quality Letter for Healthcare Leaders, 2(2):6-11, March 1990.

Nelson EC, Hays RD, Larson CO, Batalden PB: The Patient Judgment System: Reliability and Validity. Quality Review Bulletin, 15(6):185-191, June 1989.

Other Recommended Clinical Microsystem Publications

• Batalden PB, Splaine M: What Will it Take to Lead the Continual Improvement and Innovation of Health Care in the Twenty-first Century? Quality Management in Healthcare, 11(1): 45-54, Fall 2002.

• Mohr JJ, Batalden PB: Improving Safety on the Front Lines: The Role of Clinical Microsystems. Quality & Safety in Health Care, 11(1): 45-50; 2002.

• Weinstein JN, Brown PW, Hanscom B, Walsh T, Nelson EC: Designing an Ambulatory Clinical Practice for Outcomes Improvement: From Vision to Reality - The Spine Center at Dartmouth-Hitchcock, Year One. Quality Management in Healthcare, 8(2): 1-20, Winter 2000.

• Nelson EC, Batalden PB, Mohr JJ, Plume SK: Building a Quality Future. Frontiers of Health Services Management, 15(1):3-32, Fall 1998.

• 1001 Ways to Energize Employees
  By Bob Nelson
  

• Built on Trust: Gaining Advantage in Any Organization
  By Ciancutti & Steding
  

• Communities of Commitment: The Heart of Learning Organizations
  By F. Koffman & P. Senge
  

• Crisis and renewal: Meeting the Challenge of Organizational Change
  By David Hurst
  

• In Good Company: How Social Capital Makes Organizations Work
  By Don Cohen & Laurence Prusak
  

• Managing Workplace Negativity
  By Gary S. Topchik
  

• On Great Service: A Framework for Action
  By Leonard L. Berry
  

• Teaching the Elephant to Dance: The Manager’s Guide to Empowering Change
  By James A. Belasco

• The Customer Driven Company: Moving from Talk to Action
  By Richard C. Whiteley
  

• The Fifth Discipline Fieldbook: Strategies and Tools for Building a Learning Organization
  By Peter M. Senge
  

• The Human Equation: Building Profits by Putting People First
  By Jeffrey Pfeffer
  

• The Living Organization: Transforming Teams Into Workplace Communities
  By John Nirenberg
  

• The Passion Plan at Work: A Step-by-Step Guide to Building a Passion-Driven Organization
  By Richard Y. Chang
  

• The Wisdom of Teams: Creating the High Performance Organization
  By Jon R. Katzenbach & Douglas K. Smith
  

• Thriving on Chaos: Handbook for a Management Revolution
  By Tom Peters
  

• Turning to One Another – Simple Conversations to Restore Hope to the Future
  By Margaret J. Wheatley
  

• Values-Based Leadership
  By Susan Smith Kuczmarski & Thomas D. Kuczmarski
  

• Winning the Service Game
  By Benjamin Schneider & David E. Brown