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Updated: Aug 25, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Big problem, many people, one goal. Improving patient financial services performance
Shirley A Weis1, Katherine K Cecala, Kathleen L Scheele
1Mayo Clinic in Scottsdale, Ariz., USA. weis.shirley@mayo.edu
Abstract:
A multispecialty organization, faced with growing patient complaints about its billing services, developed a large-scale plan to make the billing process more effective and efficient--a service recovery program. Strong organizational support, leadership commitment and vision, thorough planning and follow-through, and dedicated staff drove the project to surpass expectations.
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